4 Tested Techniques to Enhance Your Car Sales Phone Training
One of the finest ways for a dealership to draw customers into the showroom is by setting up appointments. But it could seem like a waste of time if your representatives aren’t having any luck on the phone. Fortunately, effective training techniques boost your agents’ effectiveness in bringing customers into your dealership and closing deals.
Maintain Continual and Regular Training
The effectiveness of your agents’ phone conversations can be significantly improved through phone training, but training is never a one-time event. Holding training sessions on a regular basis will enable you to address existing problems, impart novel ways to attempt, or enable team members to share triumphs. The kind of training you need will depend on how long a person has been working, what their responsibilities are, and how well they’ve performed overall. For company-required training and team updates, you can hold training sessions with the entire team, but you should also put an emphasis on individual and small-group training that enables employees to develop the skills they need at their own speed. These training sessions ought to take place at predictable, regular intervals.
Include a Variety of People
Everyone on your team has unique abilities, and the best way to make use of them is to encourage each person to make their specialties known to the rest of the group. Consider changing the host of the training if the same person has been doing it for a while. This will not only give the former trainer a chance to grow, but it will also give your team a fresh perspective to think about and a novel way to absorb previously heard information. Feeling as though they already know every word that will be said makes individuals less attentive than anything else. You can also look outside of your team for professionals who can assist you in training your staff. When you want to help employees learn new skills and improve their success rates, professional coaches are a terrific resource to leverage.
Make Specific Goals
You might not notice a difference between before and after your training unless the program you are using includes specific objectives that you can use to gauge improvement. If there is no discernible improvement, your effort and the work of your team have been wasted. The outcome of their phone calls is the most quantifiable goal you can give phone representatives at a dealership. Agents must successfully schedule appointments, handle customer issues, and generally provide pleasant phone conversations. Make sure you are aware of each employee’s call metrics before you begin any training, and create a specific objective for them to work toward depending on what they learn. Employees who have goals that are specifically suited to them may feel more motivated to succeed and use what they have learned. After all, you generally shouldn’t anticipate the same outcomes from a new hire and your top performer. To encourage cooperation, you can also establish a group goal.
Offer the Correct Tools
Your phone agents won’t be successful no matter how much training you provide them if they don’t have the right tools. It’s crucial to give them these tools, teach them to use them, and integrate them into every facet of the job. One of the best tools for helping your phone agents succeed at what they do is a phone script, which is a great illustration. Phone scripts give your agents the knowledge and guidance they need to make successful phone calls, but it is unlikely that they will actually be of any assistance to them if they have never used a phone script before. Make sure you have enough training for your agents before updating any software, policies, or other tools they use, and give them the authority they need to do so.
You and your dealership will prosper if you use these techniques to make your training more effective. You need all the resources at your disposal in order to succeed in the ever-changing auto market.
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