Tag Archives: Inbound Calls

guy handling inbound sales call

As an industry, we have pretty much perfected the process of following up on Internet leads, but we are far from perfect when it comes to handling inbound phone leads. According to CallSource and IHS/Polk research, 84 percent of consumers purchase vehicles from a different dealership than the one they originally called.

The good news is, there’s a huge opportunity to improve. Consumers are using cell phones more than ever for research during the car-buying process. In recent years, this has led to a significant increase in the volume of inbound calls to dealerships, compared with the number of email and Internet leads which have stayed the same or even declined.

When a customer calls your dealership, most times you’ve got one shot to get it right. Which is why converting inbound calls to sales opportunities should be your number one priority. To ensure you don’t drive customers away, follow these tips. Read More

Customer_Expectations_Calls

Dealers are great at creating expectations. They advertise their dealerships as family owned, friendly, hassle-free and low-price leaders. These promises are what motivate the customer to call in the first place.

Then the expectation gap opens up. Typical problems that dealerships run into include:

  • Calls getting put on hold, transferred to voice mails, routed to a carousel of wrong persons, or worse, disconnected
  • Customer does not get the information they called for, such as a price quote, or
  • No one returns the customer’s call.

When these things happen to your customers, your dealership instantly loses credibility. You promote how easy it is to do business with you, but that’s not what customers experience.

It’s not difficult to fix your phone processes, but it does require a strategy. Try these tips to help bridge the customer expectation gap at your store. Read More

Bill_Wittenmyer_Connect_With_Leads

Ask a dealer what they need to sell more cars and a typical answer will be “more leads.” On the surface, this makes sense. But to get more leads, you need to spend more money. Even then, you’re never really in control of how many leads get generated.

Now that new car sales and lead volume are plateauing, a better solution for selling more cars is to increase your customer connection rates. This may require a shift in mindset and habits of your sales staff.

After all, your salespeople were probably trained in the art of persuasion. They know how to overcome objections and close the deal. But do they know how to get a potential customer to respond to an email or call them on the phone? Read More

Dealership's Most Important Person

Who is your dealership’s most important person? Every time I ask this question I get different answers ranging from the dealer, to various members of management, or even that top salesperson tearing up the sales board, but very rarely – if ever – do I get the right answer.

Why? Because most don’t even think about this employee who is typically the lowest paid, perhaps youngest, and, to top it off, is quite often a part-time employee.

Your Dealership’s Most Important Person (Drumroll, please)

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