Honestly, I’m simply making a call for kicks.
The poor quality of dealerships’ phone abilities is one of the most obvious problems they face nowadays. The way some sales consultants handle incoming calls is worrisome to observe. They frequently choose a cliched greeting like “sales, Chris,” failing to simply say “thanks for calling ABC Motors.” Potential consumers will have an unfavorable first impression as a result of this lack of professionalism, which sets the tone for the entire conversation.
The idea that clients will inevitably flock toward Sales Consultants without any deliberate effort is another negative mindset that has crept into the industry since COVID-19. This comfortable mindset will ruin your dealership and ignore the value of successfully connecting with customers. Dealerships need to understand the worth of each call that comes in as a result of their various advertising initiatives and make sure that no potential clients are overlooked for lack of interest or effort.
It’s critical for sales consultants to acquire consumer information when they ask questions regarding a vehicle. Unfortunately, skipping this step frequently results in missed chances. Dealerships run the danger of being unable to match consumers with the appropriate automobile by failing to gather crucial information about their needs and preferences. especially considering that the majority of buyers don’t actually buy what they asked about! However, if we aren’t posing the correct queries, we won’t be able to know that. Sales representatives are better equipped to adapt their recommendations and boost the likelihood of setting up an appointment when they have a solid awareness of the needs of their clients. a consultation that results in a sale!
Instead of taking a helpful position during phone calls, some sales consultants have even taken a confrontational one. I recently overheard a call about a vehicle that was sold. Literally, the sales consultant said, “It’s sold. She did not care to mention the comparable vehicles they offered. Simply that the car had been sold, and I had no interest in going on. And no, the goal here is not to physically abuse sales consultants. But the key is realizing how crucial it is to manage incoming calls well. Your sales consultants lose the possibility of learning about the precise wants of consumers if they choose not to hold business-related conversations with them. To direct a consumer toward a good automobile, it is essential to comprehend their wants, needs, and budget.
Customers clearly prefer making appointments before visiting dealerships. Nobody wants to buy a car and then spend a whole day or hours on end at the showroom. Dealerships may offer a more streamlined experience and ensure that both parties are fully prepared by encouraging customers to make appointments in advance. This strategy reduces waiting time and increases the chance of making a sale because the dealership can concentrate on meeting the needs of the consumer throughout the visit.
The bottom line is that dealerships must acknowledge and address their phone-related weaknesses. The first step in enhancing customer service is professionally and politely answering every call. Effective customer engagement, information gathering, and fact-finding are required of sales consultants. Making appointments and proactively talking about the next steps can also improve the customer experience and increase revenue. Dealerships may make a good impression, get worthwhile leads, and eventually accomplish their aim of selling more vehicles by prioritizing these factors.
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