Automotive Contact Centers. Modern Solutions For Modern Dealers. Sales Call Guide

Size: px

Start display at page:

Download "Automotive Contact Centers. Modern Solutions For Modern Dealers. Sales Call Guide. www.myallcall.com 888.608.1681"

Shawn Simon
8 years ago
Views:

1 Automotive Contact Centers Modern Solutions For Modern Dealers Sales Call Guide

2 Phone Up Control Process Switchboard Are you shopping for a car or need help with something else? Not Shopping XFER Transfer call to unique dynaic caller ID number AllCall agent identifies incoming call and answers with proper greeting. Sales Call Guide Check for duplicate Source Phone Status - Contacted Add Marketing Code Primary Assigned BDC Assigned Notes Assign APT to AllCall Showroom APT Alert Entered to CRM Add Work Notes Priority Appointment Send Next Day Call & Day 3 Call & Day 5 Call & Campaign Assignment

3 Sales Call Guide Automotive Contact Centers Greeting - Thank you for calling ~dealership~, this is ~BDCRep~, how may I help you today? Certainly, I can help you with that right away! While I m pulling that up I have a quick question - Have you purchased or shopped here at ~dealership~ before? Yes Great. You should be in our system then, can I get your phone number please? No I m glad we re talking then. As I mentioned, my name is <agent> I work in our Customer Connection Center, can I get your name please? Thank you {CALLER} and what s a good phone number for you? Customer resists As I mentioned, I work in our Customer Relations Center. My job is to help you gather all the information you need and to document what I give you so that when you come in, the sales manager will have access to the information, sound ok? OK, I have that vehicle in front of me now, and what questions can I help you with? If we have some similar vehicles, would you want to hear about them as well? By the way, what are you driving now? Flush out the trade- in and show interest in the trade. Ask them to tell you about it; what they like and didn t like - then ask why they are replacing it. This will reveal their dominant buying motive. The primary hot Have you had a chance to test drive? Sell The Visit Show them a movie they want to see. Describe your Priority Appointment Process. Be descriptive. Leverage the one thing they can t do online test- drive the car! I d like to send you all the information I have on the, what s the best address to send it to? I d like to send you an appointment confirmation number, what s the best address to send it to?

No I m glad we re talking then. As I mentioned, my name is <agent> I work in our Customer Connection Center, can I get your name please? Thank you {CALLER} and what s a good phone number for you?

4 FAQ s and Rebuttals Automotive Contact Centers What will you give me for my trade- in? Most of our customers have done their research on sites like Kelly Blue Book and Edmunds and you can expect a similar value here. The good news is used vehicles are in great demand and you can count on an aggressive bid for your trade- in, how does that sound? But I owe. I understand, we work with customers every day in that situation. Our managers will be sensitive to that and prepare a proposal that will include paying off your trade. Is that your best price? Used Car - Our customers have taught us the best policy is to put our best price on the website. We have very sophisticated software that spiders the web for the true market value of a car and we price It accordingly. We always offer a competitive price and will have documentation available for your peace of mind. Fair enough? New Car (Detailed response customized per client) Sample: That is our Internet price, but most customers tell us it s the deal as a whole that makes them happy. We work really hard to make the price, incentives, interest rate, trade- in value and monthly payment add up to a great deal you can easily say yes to! Sounds like we just need to get together I live too far away. I understand. I d want to make sure I wasn t making a wasted trip too. Probably the reason you called us is because your having trouble finding the deal or the car you want close to home, is that correct? That doesn t surprise me, we do business with customers all over the. What we ve found is that if we can get the basic parameters agreed upon we ll have no trouble fine- tuning the terms to your agreement. I d be happy to set up a Priority Appointment for you. Are you familiar with? What s your schedule like this week? Selling the Visit Sounds like we just need to get together! Let me tell you how our Priority Appointment works. I ll schedule a convenient time for you to come in. Our Sales Manager, will have the pulled off the line and parked near the showroom ready for you to test drive. A certified product specialist will show you the, answer any questions and help with your test drive. While you are on the test drive, we will evaluate your trade- in and when you get back, we ll have a proposal ready for you in writing. You can even take delivery the same day. How does that sound? Great, can you come in right now or would this evening be better?

The good news is used vehicles are in great demand and you can count on an aggressive bid for your trade- in, how does that sound? But I owe.

5 !Appointment!Process! SET$ APT$is$set$with$a$Sales$ Manager.$AllCall$advises$ customer$of$visit$ prepara=on.$ Salesperson$update$status$ Notes:$25$word$minimum.$ MGR$adds$notes$to$CRMK Inspects$status$in$CRM$and$ ranks$unsold$customer.$$ Confirma=on$ Send$confirma=on$ $ Confirma=on$call$within$24$ HRS$$of$APT.$ CRM$ MGR$marks$APT$show$and$ assigns$salesperson$in$crm.$ Next$Day$AllCall$makes$APT$ Outcome$Call.$$ Prepara=on$ Showroom$prepares$car$for$ customer$visit$ Recep=on$ Customer$Arrives$and$is$ seated$in$showroom.$mgr$ greets$customer$and$sets$ visit$expecta=ons.$ Future$Ac=ons$ Update/Edit$Customer$ Record.$Verify$follow$up$ campaign.$

$ CRM$ MGR$marks$APT$show$and$ assigns$salesperson$in$crm.$ Next$Day$AllCall$makes$APT$ Outcome$Call.

How to Overcome the Top Ten Objections in Credit Card Processing

How to Overcome the Top Ten Objections in Credit Card Processing Handling the Top Ten Objections Objection #1 I have a contract That s exactly why I m calling you, you see most people we work with have