Many businesses struggle with confessing they need improvement. Why is that such a bad thing to admit? The truth is, it’s not bad at all.

Acknowledging there’s room for improvement is a skill not many possess. This is by no means a weakness; it is most certainly a strength in your repertoire. This skill allows your business to be one step ahead, so why not start looking at it in a way that will help you and your team in the long run? 

You know there’s room for improvement, now what?

Improvement isn’t always immediate and drastic, especially in the sales industry. The most difficult part is knowing where and how to make corrections. It can take ages for the untrained eye to spot opportunities, weaknesses, and threats in your business that demand attention. Luckily, this is where a trusted vendor partner can assist, focus, and address. 

At Phone Ninjas, we offer results-oriented certifications. This ensures your team receives the necessary framework for continued growth and success. It’s relevant and situation-specific, allowing us to focus on the areas that need the most work. Our coaches can pick out the most overlooked flaws, improving a team from the inside out. 

Active Coaching 

Active coaching is one way we accomplish this. Active Coaching is performed through monitoring, scoring, and reporting on actual customer interactions. This helps your team enhance specific skills in areas that are not scoring well. Ongoing coaching fosters continuous growth, with appointments set, appointments shown, and appointments sold, thus having a direct impact on your bottom line.

This form of coaching also drives the right kind of traffic to your showroom. If you’re selling apples, you don’t want people coming in who only want oranges. It doesn’t make sense for either party. Our method will help you gain the right audience without compromising the number of genuine opportunities. 

Motivation is Key

Admitting your team would benefit from ongoing coaching may seem daunting initially, but making this a positive experience is easy. It’s always the “right time” for improvement, and everyone knows it. That’s why we make the opportunities for personal development fun and exciting.

In addition to our active coaching, we also provide regular performance evaluations. These allow us to continue to help coach effectively but also supply a benchmark for how your team has improved and where. It’s a mutually beneficial process, but it becomes even more appealing with our Perfect Score Contest. It’s critical to reward excellence! 

This contest allows your team to have five opportunities each year to win a trip to Hawaii! This serves as an extra motivator for your team to improve and perform at their very best! Active coaching will deliver a superior customer experience on top of a better paycheck. A trip to Hawaii makes it fun as well as competitive! Much like admitting a need for improvement is a strength, motivation shouldn’t come from a place of distress. When transforming experiences into favorable memories is this easy it’s hard to say no!

In the fast-paced, competitive world of car sales, the attitude of "I don’t care, do you?" has become all too common. This mentality is particularly disheartening for sales consultants who genuinely care about their job, their customers, and their success. However, the lack of proper training and resources can make it incredibly challenging for them to maintain that enthusiasm and dedication. This article explores the underlying issues and what it will take to bring about meaningful change in the industry.

The Reality of Inadequate Training

Many sales consultants start their careers by shadowing more experienced sales consultants. Unfortunately, these mentors often have long since adopted the "I don’t care" attitude, seeing each customer as just another sale rather than an opportunity to build a lasting relationship. This type of on-the-job “training” is far from ideal, as it perpetuates a cycle of apathy and poor customer service.

Furthermore, the lack of training on CRM systems is a significant hurdle. The CRM is supposed to be a powerful tool to help manage customer interactions and follow-ups, but without proper instruction, it often feels more like a burden than a benefit. Sales consultants are left to figure it out on their own, leading to inconsistencies and inefficiencies that hinder performance.

Limited Product Knowledge

Product knowledge is another critical area where many dealerships fall short. When sales consultants do not fully understand the vehicles they are selling, it is challenging to convey their value to customers. This knowledge gap not only affects sales but also damages the trust between the consultant and the customer. How did we end up in a predicament where the customers often know more about the vehicle than the sales consultants do?

Lack of Support

One of the most demoralizing aspects of being a sales consultant is the lack of support from management. When problems arise, consultants often feel left to fend for themselves. The message received is clear: the dealership is more interested in finding a new sales rep than investing in the success of the current team. This approach leads to high turnover rates, which only exacerbates the problems by continually bringing in new, untrained staff.

Do Dealers Care?

This brings us to the crucial question: do dealers care about these issues, or is it simply more convenient to replace consultants rather than train them properly? It often seems like the latter. There is a pervasive attitude that sales consultants are easily replaceable and that investing in their development is an unnecessary expense.

Making a Difference: A Call to Action

This mentality needs to change if the industry is to improve. Dealers must recognize that well-trained, knowledgeable, and supported sales consultants are invaluable assets. Rather than waiting for something horrible to happen, proactive measures should be taken to make a difference. Here are some steps that will help:

1. Invest in Comprehensive Training Programs: Dealerships should implement structured training programs that cover all aspects of the job, including product knowledge, CRM usage, and customer service skills. Ongoing training and development opportunities can help keep consultants engaged and up to date with the latest industry trends.

2. Mentorship and Support: Pair new consultants with experienced mentors who genuinely care about their success. This mentorship should be supplemented with regular check-ins and support from management to address any challenges and provide guidance. Not to mention, financially tying this relationship to performance.

3. Foster a Positive Work Environment: Creating a supportive and positive work culture can significantly impact employee morale and performance. Recognizing and rewarding hard work and achievements can go a long way in motivating sales consultants.

4. Utilize Technology Effectively: Ensure that all staff are adequately trained on the CRM and other tools they need to do their job effectively. This will not only improve efficiency but also enhance the customer experience.

5. Commit to Long-Term Success: Dealers should view the training and development of their staff as a long-term investment rather than a short-term cost. By prioritizing the success of their sales consultants, dealerships can build a more knowledgeable, dedicated, and effective sales team.

The "I don’t care, do you?" mentality is a significant issue in sales departments across all industries, this one simply focuses on the retail automotive world, but it doesn’t have to be this way. With the right training, support, and resources, sales consultants can thrive and provide exceptional service to their customers. It’s time for dealerships to take responsibility and invest in their people, creating a culture that values and nurtures success.

Ongoing training and continuing education are required in most high-dollar/high-performance jobs, why should retail sales be any different? 

You wouldn't believe the horror stories I hear from friends and family about car shopping. But guess what? They're not the only ones. As a lifelong retailer, I've seen firsthand the internal circus creating such a frustrating customer experience. Here's a dirty little secret: a lot of the blame falls on lazy managers who simply don't care.

The Dropped Inquiry: A Buyer's First Sign of Trouble

Imagine you fill out an online inquiry, eager to learn more about a car. In this ideal world, a knowledgeable salesperson reaches out, ready to answer your questions. But more often than not, your inquiry falls into a black hole. Why? Because some sales managers just can't be bothered. They toss these leads to whoever is free, resulting in generic responses that dodge questions and push for an experience from 1975. It's a tactic straight out of the sales nightmare movies we’ve all seen, completely ignoring the fact that today's consumers research online and know a bad deal when they see one.

The Price is Wrong (But We Hope You Don't Notice)

Let's talk about that initial price you get quoted. There's a good chance it's inflated, a starting point for a lengthy negotiation that wastes everyone's time. This strategy relies on the outdated idea that customers are clueless. In reality, it's insulting. Thanks to the internet, we all know a fair price when we see it.

"Peeling You Off the Ceiling" Isn't a Thing Anymore

Remember that high-pressure sales tactic where they start with an outrageous price and slowly "come down" to something reasonable? Yeah, that died with disco. Yet, some dealerships cling to this strategy like a bad habit. Worse yet, they do it online and over the phone! Welcome back “Black Water…” It might have worked on your grandpa, but today's customer sees it for what it is: a transparent manipulation tactic.

Professionalism? Never Heard of Her

You'd expect salespeople at major dealerships to be professional, right? Wrong. Grammarly should be every salesperson's best friend, but some offers I've seen are riddled with errors. This carelessness reflects poorly on the entire dealership and destroys trust before the negotiation even begins. How can you feel confident buying a car from someone who can't be bothered to write a proper email?

Stuck in Slow Motion: The Deal That Never Gets Done

Remember the days when a salesperson could whip up a personalized offer in minutes? Apparently, those days are gone. Now, you might wait days for a simple quote, thanks to a system bogged down by outdated practices. Modern technology exists to streamline this process, but some dealerships just can't seem to embrace it.

The result? Frustrated customers who walk away, taking their business elsewhere.

A Former Salesperson's Plea: It's Time for Change

The car industry is stuck in the past. While customer expectations have evolved, the sales tactics haven't. People today are informed, busy, and expect transparency. Dealerships need to wake up and adapt.

A new model is emerging, and it's not just a shiny widget that everyone will soon lose interest in. It's a customer-centric sales approach built on efficiency, honesty, and respect. This is the only way to turn car buying from a dreaded chore into a positive experience. The industry has a choice: embrace change or get left behind. The future of car sales isn't on some dusty showroom floor; it's online, waiting for dealerships to catch up.

The unenlightened “manager” is a big part of the problem some stores experience. Another part is the has-been/never-was “guru” industry consultant… There’s proof of some of them being involved in financial crimes, fraud, and illegal narcotics, to name a few. Plus, some served time for their convictions of said crimes, and others dismissed the internet as “a passing fad…” The worst part is these people are still out there trying to ask dealers for money! More on them in an upcoming writing 😊

When I recently set out to purchase a new car, I was starkly reminded of the vast chasm between the ease of digital browsing and the actual car-buying process. My career as a sales consultant had not prepared me for the frustrating reality faced by today's car buyers—a journey marred by outdated sales tactics, poor communication, and a startling lack of transparency.

The Illusion of Online Inquiry

The modern consumer might think that filling out an online inquiry would simplify the purchasing process, connecting them directly with knowledgeable sales consultants who are eager to sell. Unfortunately, the reality is often quite the opposite. Responses, if they come at all, typically dodge specific questions with generic sales pitches, completely ignoring the potential buyer’s needs. The prices quoted are frequently inflated as if the digital age of comparative shopping hadn’t made buyers more price-savvy.

Outdated Sales Tactics

The traditional car sales playbook involves setting an unrealistically high initial price followed by a prolonged negotiation, a process both tedious and transparently manipulative. I experienced this firsthand when inquiring about a new car. The initial lease offer was an outrageous sum per month— a figure more fitting for something James Bond would drive vs. what I was looking at. Over the next three weeks, the price mysteriously dropped by half per month after I showed disinterest. This outdated strategy not only wastes time but also insults the intelligence of the modern consumer. Not to mention “peeling him off the ceiling” was a tactic used by Oldsmobile Dealerships in the mid to late 1970’s and doesn’t actually work over the phone or on the web in 2024…

Lack of Professionalism and Expertise

During my recent experiences, I was astonished at the lack of professionalism among sales staff. The offers I received were riddled with spelling errors and grammatical mistakes, showing a disregard for basic business communication standards. This sloppiness, coupled with a blatant lack of product knowledge, erodes trust and confidence. How can a buyer feel secure in a major purchase when the sales team appears to lack fundamental education about what they are selling?

The Quick and the Dead: The Pace of Making Deals

Structuring a car deal and penciling an offer should be a swift and straightforward process. During my days as a sales consultant, even when we had to manually calculate different leasing options and rebates, we could produce three tailored offers within minutes. Today, customers are often told to wait days for a quote, a delay that is both unnecessary and counterproductive. Modern sales tools and CRM systems are designed to make these processes quicker than ever, yet dealerships cling to outdated practices that only serve to frustrate. Remember, TIME KILLS DEALS!

Personal Reflections as an Experienced Sales Consultant

Reflecting on my time as a sales consultant, I am struck by how the industry has stagnated while consumer expectations have evolved. Today’s buyers are informed, time-sensitive, and unwilling to tolerate the outdated and unenlightened sales tactics that were once commonplace. The industry needs to adapt by adopting more efficient, transparent, and customer-focused strategies that respect the buyer’s intelligence and time.

Bottom line, the automotive industry is at a crossroads. It can either continue with its antiquated ways or embrace a new paradigm that values transparency and efficiency. As someone who has been on both sides of this transaction, I advocate for a radical overhaul of car sales—a shift towards practices that prioritize the customer’s experience and foster long-term loyalty over short-term gains. Only then can we hope to restore dignity and respect to the car buying process, making it as enjoyable and straightforward as browsing for models online. If we don’t, then the Tesla model is coming and it’s not going to be pretty… 

Are we still pretending that "unlock the [dealer name] price" is a treasure trove hidden on a dealership website? It’s 2024, and the cat is well out of the bag: most often, the price you see online is the price you get. Yet, the charade continues. Customers click through hoops hoping to reveal a special sales price, only to find it layered with conditional discounts—OEM Loyalty Cash, Military Savings, or OEM Finance cash—that may not apply to them at all. And let's not forget about those additional freight charges and miscellaneous fees that magically appear later in the process.

Dealerships persist with this model of “competitive” pricing, but is this method really serving its purpose, or is it backfiring? In an age where every consumer carries a powerful research tool in their pocket, deceptive pricing strategies are not just frustrating—they're downright insulting.

Yet Dealers continue to clutter their vehicle display pages (VDP) with numerous calls to action. "Call us," "email us," "chat now," "unlock price," "schedule a test drive"—but is this abundance truly necessary? The cluttered approach can overwhelm and confuse rather than facilitate a smoother transaction. Has any thought been given to simplifying the customer’s journey? More isn't always better. Sometimes, it's just more.

Besides competitive pricing, what else are dealerships doing to genuinely stand out? Sure, there are the perennial "customer promises," free oil changes (shop fees and supplies not included), and complimentary car washes. But in the grand scheme, what value do these perks actually hold if the fundamental experience is flawed?

With customer testimonials and exposés on platforms like TikTok (trust me, if you haven’t seen one yet take a moment and look) becoming more prevalent, the old tricks are becoming less effective. These videos aren't just viral moments; they are testimonials of the widespread dissatisfaction with the car buying process. The modern customer’s patience for pricing games is wearing thin. And whether or not everything in the videos is true, perception is unfortunately reality.

Truly, there’s no need to play games to be profitable. Transparency isn't just good ethics—it's good business. As the industry stands at this crossroads, it’s time for a shift towards genuine simplicity and honesty in how we sell cars. Wouldn't it be refreshing not to worry about a customer’s dealership experience going viral for all the wrong reasons? The automotive industry has the tools and the technology to offer straightforward, fair pricing—it just needs the will to steer in that direction.

The days of selling at or above MSRP are numbered. What once seemed like an industry standard is now as antiquated as dial-up internet. Dealerships banking on extracting top dollar while delivering subpar service are finding their approach increasingly untenable.

Today's consumers aren't merely purchasing a vehicle; they're investing in an entire experience. And they have an abundance of options. While paying full MSRP might be justifiable if the service mirrored the luxury and attentiveness of a five-star hotel, the reality often resembles a fast-food drive-thru. As inventories swell on dealership lots, the pressure intensifies for them to reassess their pricing strategies and customer engagement.

Furthermore, selling vehicles above MSRP may yield immediate profits, but it sets the stage for long-term issues, particularly negative equity. This financial burden becomes glaringly evident when customers return to the market. Shackled by loans exceeding their vehicle's value, they face daunting obstacles in purchasing anew without carrying over substantial negative equity. Such predicaments not only strain customer finances but also corrode brand loyalty, a cornerstone of the automotive industry. Who would willingly subject themselves to repeated financial disadvantage?

The risks are palpable. A customer embittered by negative equity is a customer lost, potentially for life. The automotive sales landscape is undergoing a seismic shift, and dealerships steadfastly clinging to outdated practices are in for a rude awakening. It's a rollercoaster ride they won't enjoy.

Let's be clear: relying on cash for clunkers is not an option this time around. As inventory levels normalize and consumer expectations for value soar, the days of inflating prices are numbered.

Dealerships must confront a critical question: Is the fleeting allure of sticking to full MSRP worth the enduring peril of forfeiting customer trust and loyalty? And perhaps more crucially, is this the legacy they wish to leave behind in an industry ripe for transformation?

Picture yourself excitedly browsing a car dealership’s website and clicking on your dream car's vehicle display page (VDP). You're greeted by glossy images, detailed specs, and an array of options beckoning you to take the next step. Call us, chat now, schedule a test drive, apply for financing, or simply inquire — each button promises a gateway to your new car. But here's the catch: despite these myriad options, most roads lead to a dead end.

Let’s Break Down the Customer Experience “Breakdown:”

1.    Call Us — The line rings without an answer or loops back to an automated menu — or worse, rings to someone who doesn’t answer the customer's questions or ask for the next steps. Oh, and they forget to ask for their name and number. Oops.

2.    Chat Now – A bot responds, rarely escalating to a human who can actually help.

3.    Schedule a Test Drive — Forms submitted disappear deep into the CRM, but they do get an autoresponder.

4.    Apply for Financing – Leads to one of two events. Immediately contact. Or leave alone.

5.    Contact Us – Often the most promising yet equally neglected.

In this digital age, dealerships proudly tout their "online sales" capabilities, yet the reality is anything but a seamless online shopping experience. The promise of convenience and efficiency remains just that — a promise unfulfilled. Do customers really need five different ways to reach out if none effectively lead to meaningful interactions or transactions? It begs the question: has anyone at the dealer level actually researched to determine which call to action is most effective and preferred by customers?

The current overabundance of options confuses customers and dilutes the quality of interactions. If dealerships cannot follow up adequately, wouldn’t adopting a "less is more" approach be better? Simplifying the process could lead to more direct and meaningful engagements, reducing frustration on both ends.

Moreover, as the industry still buzzes about transparency, what customers truly desire seems to have been forgotten. They want clear, straightforward purchasing paths that are easy to navigate and understand—a far cry from the cluttered and often misleading current practices.

So, when will dealerships discard the unnecessary and focus on the essentials? It’s time to return to the basics of customer service: understanding what the customer wants and consistently delivering on those expectations. Two clear, functional options might be more effective than five convoluted ones. If we tell customers what they can expect, it’s imperative we mirror that expectation internally — otherwise, we're just spinning wheels, going nowhere.

Imagine the anticipation of a customer eagerly awaiting a response after inquiring about their dream truck. The clock ticks, the excitement builds, and finally, an email notification pings. But disappointment sets in almost immediately—not only is the response late, but it's also laden with grammatical errors, spelling errors, punctuation errors, and glaring negligence.

**Customer Inquiry**

>From: Jane Doe 

>Date: April 30, 2024 

>Subject: 2024 Ford F-150 

>

>Hi, 

>I saw a 2024 Ford F-150 listed on your website. Stock Number 458. Can you confirm the price and whether it includes any additional dealership fees? Also, can you tell me about the financing options available? 

>Thanks, 

>Jane Doe 

-----------

**Dealership Response**

>From: Sales Rep at ABCMotors

>Date: May 3, 2024 

>Subject: Re: 2024 Ford F-150 

>

>Hi Jane, 

>Thnaks for you're email. We have the Ford F-150. Its a grate truck, lots of fetures. We would love too see you two discuss it more. Let us no what time you can make it down too the showroom. 

>Best, 

>Sales Rep 

This hypothetical exchange highlights a lack of timely follow-up and a fundamental disregard for addressing the customer’s specific questions. Many dealerships’ follow-up on web inquiries has become atrocious; questions go unanswered, and customer engagement is minimal at best. When responses do come, they're riddled with spelling and grammatical errors, which send a clear message of unprofessionalism.

Moreover, amidst today's shifting auto market dynamics, the aggressive pricing strategies that tack on markups above the MSRP are becoming increasingly contentious. Can dealerships maintain such pricing policies realistically without providing exceptional customer service and clear communication? It seems audacious at best.

The narrative we've seen unfold in auto sales reveals a deeper industry malaise. Over the past four years, many dealers have neglected the crucial task of adequately training their staff. This oversight is now manifesting as a struggle to sell vehicles. Those who remain are often ill-equipped in the art of salesmanship, lacking the basic skills necessary to engage effectively and professionally with potential buyers.

As you reflect on the errors sprinkled throughout this article, consider them a deliberate illustration of the frustration and confusion faced by customers daily. The message is clear: in the competitive world of auto sales, professionalism—or the lack thereof—can significantly sway customer satisfaction and business success.

Evaluating your team’s performance is one of the most difficult and time-intensive jobs facing any management team. It takes effort and money to do the work yourself, and the data can be flawed for any number of reasons.

There are several training options available, but many of them can’t give you true insight into what your team can do to improve their performance on calls to boost your sales numbers and hit your monthly goals. Pick the wrong one and you’ll end up frustrating your team and getting little in return.

That’s where mystery shopping companies can make all the difference. These training experts offer your business the most accurate feedback because their people interact with your employees as if they were customers. But how do they do it? Here are five of the most important things these companies can do for your business. 

1. REAL-TIME REVIEW

Receipt, phone, and internet surveys are popular, but they are fraught with poor-quality data. Human memory is fallible, and you’re hardly getting a true picture of customer interactions because they have to send feedback long after the experience actually took place. 

Mystery shopping companies measure your employees’ performance in real-time, which produces a much more faithful and authentic interpretation of interactions. And because their mystery shoppers are trained, experienced, and working according to an evaluation rubric prepared in advance, you are measuring the same variables professionally and consistently every time.

2. ENSURE ACCURATE BRAND MESSAGING AND LEGAL COMPLIANCE

The former is necessary, and the latter is non-negotiable. Mystery shopping companies evaluate not only your team’s customer service skills, but their underlying conformity with company procedures, policies, brand messaging, and the law.

The value of consistently branded messaging can’t be overstated in the current sales environment. Customers often interact with your website long before they ever call, and they are more informed than ever. If your team’s messaging doesn’t match their expectations—and deliver accurate information in critical areas like financing and service agreements—they’re going to hang up quickly.

3. CATCH EMERGING ISSUES EARLY

No matter how well-trained an employee is, the fact is, skills drift, trained concepts fade or blur in memory, and subtle variations that may not be perfectly aligned with your business are introduced by individual team members. This means that unless you measure your team’s skills on a regular basis, your current amazing customer service will start to shift out of focus. This is not a result of bad or lazy employees—it’s just human nature!

These skills are especially critical to monitor in high-stakes, high-dollar sales environments like automobile dealerships, marine dealerships, etc. With so much on the line for every major transaction, you need to catch skill drift and customer service issues at the earliest possible moment before they start costing you sales and tanking your appointment rate.

This is why a sound business strategy always invests in long-term relationships with mystery shopping companies. It costs a little money upfront, but it definitely delivers huge returns in the long run. Plus, with regular timetables for review and solid working relationships between employees and your training partner’s team, these issues can be corrected quickly and positively.  

4. IMPROVE OVERALL TEAM SKILL LEVELS

Whether you’re looking at mystery shopping companies to support your business development center (BDC) or just to keep your sales and service teams on point, the benefits they’ll deliver translate to every aspect of the job. Mystery shops often reveal principles that can apply to a range of situations, and these insights can be shared with the entire team to build everyone’s skill set. And because they typically focus on a few specific instances of how language is used, your coaching partner can work in short, efficient training sessions that don’t waste valuable time.

It’s important to keep these sessions positive and use them as opportunities to celebrate success and grow skills as opposed to punitive experiences for less-than-perfect results. You should prioritize:

• Leading with the employee’s successes.
• Rewarding people materially for their good work. 
• Address deficiencies in a kind and mentoring manner, stressing you believe in them and this will make them even better at their job (a powerful motivator in commission sales jobs such as automotive sales).

Remember: it may seem counterintuitive, but when you hire mystery shopping companies you are actually counting on finding failure. Doing something incorrectly is only a problem if it’s not turned into skill growth, and that’s what mystery shopping companies are all about. 

5. HIGHER MORALE

By encouraging a growth mindset at your business through the positive follow-up to mystery shopping feedback, you raise more than just your customer service. It’s proven that companies that foster a growth mindset have significantly happier employees.

By working with a top mystery shopping partner, you can give your team the expert advice and supportive training they need to close more deals and develop more successful careers. That translates to more money and a better work environment they will definitely value at the end of the day. 

CHOOSE YOUR PARTNER WISELY

There are a lot of different models mystery shopping companies may use, and finding a true expert can be the difference between higher revenue and sagging sales. For most businesses, the best return on your investment will come from partnering with a company that really takes the time to get to know you and your team. They should work with you to develop an evaluation rubric and mystery shop protocols and to manage the follow-up sessions and subsequent training.

At Phone Ninjas, we pride ourselves on making sure our training and mystery shopping fit your business’s needs and goals. Our mystery shopping services are a core component of our business model. We’re a training powerhouse with a track record of boosting KPIs by 300% and beyond and gladly perform follow-up reviews and training to maximize and unify your team’s skills. And we’re a great long-term partner because we work with each team member in weekly one-on-one sessions to make sure everyone is learning thoroughly and quickly. Learning never stops, so neither do we.

We’re so sure you’ll see the benefits we’ll bring to your business, we put our money where our mouth is by performing two dealership mystery shops completely free of charge. Reach out today to access these complimentary services with no further commitment, as well as schedule an in-depth demonstration of our training and mystery shopping programs.

In the high-stakes arena of car sales, the rules of the game are constantly changing. Gone are the days when a smooth script and a pleasant voice were enough to seal the deal. Today’s phone sales landscape is a battleground where only the smartest, savviest, and most strategic thrive. 

And the truth is, you probably already know that. You’re not looking for advice because you “can’t” sell. You’re here because the traditional playbook is no longer enough. You crave the edge to dominate in an ever-changing market. Well, you came to the right place.

We’ve combed the top car sales techniques for kernels of wisdom, and what you’ll find below are the 5 best tips. They’re straightforward to implement, challenging to master, but guaranteed to be worth your attention.

#1: UNDERSTAND CUSTOMER NEEDS

It’s easy to launch into a litany of car features without thinking about the human you’re talking with. After making calls all day, remembering the person on the other end takes patience and practice… but it’s worth the payoff. 

As showcased by HubSpot’s primer on being a good car sales agent, building rapport and actively listening to your customers can set the stage for a successful sale. It’s not just about racking up another win, it’s also about making a connection. So, treat every customer with respect, never get bored, and always remember names. 

One key habit HubSpot encourages is, “Listen twice as much as you talk.” Think about the last time you or one of your sales agents spoke with a customer, and try to remember who did most of the talking. Did you listen to what they were saying, or did you simply wait for them to finish so you could get back to the script?

Treat customers well, take the time to understand their needs, and you’ll see the difference.

#2: DIVE DEEPER INTO THE “WHY” OF THE PRODUCT

Learning the car’s features, the script, and the expected customer concerns are great. But knowing the “why” behind them gives you depth and confidence. The Harvard Business Review notes that relational skills are just one component of modern selling. 

The writers point out how traditional selling skills aren’t as important as they used to be: “Instead, we see more people from technical or operations backgrounds such as project management, R&D, or supply chain moving into sales.” Why do these tech roles work well in sales? They know their stuff. 

Customers want to feel like they’re in good hands with you; if they think you’re regurgitating a spec sheet (and thus lack confidence), it’s not going to fly. Car sales today call for a blend of product knowledge and the ability to convey its value effectively. By mastering this combination, you can position each car as a solution to your customer’s unique needs. 

#3: USE DATA-BACKED CAR SALES TECHNIQUES

Using your gut and intuition can help you manage during a sale, but combining those insights with evidence-based strategies can give you consistency. For example, SuperOffice’s list of science-backed sales techniques suggests that contacting leads at the very beginning of the business day or the very end yields the best responses.

Additionally, some days of the week are simply better for calling customers. If you set up more calls on Wednesdays or Thursdays, you’re going to see better results than ringing up bleary-eyed customers on Mondays. SuperOffice is quick to point out that the best days vary by industry, so be aware of your context. Calling up a customer the day before the Super Bowl, for instance, isn’t really putting readily available data to use.

Try to immerse yourself in sales studies and credible research. Master the art of Google-Fu, and don’t be afraid to try things out (as long as they’re reasonable). For instance, many sales folks will tell you to be upbeat on the phone. However, studies show that matching a customer’s introversion or extroversion nets better results. 

The next time you talk to a customer who seems less gregarious, try matching their energy instead. You might be surprised how much they warm up to you!

#4: PERSONALIZE YOUR TECHNIQUE

Not everyone sells the same way. Each agent is a unique person with their own talents, challenges, and quirks. That’s one of the reasons we emphasize personalized active coaching at Phone Ninjas. Each salesperson will respond to training differently, and we want to help them grow in a way that feels authentic to them. 

To put it simply: Don’t try to fit into a specific mold for sales; do try to be the best version of yourself for each customer.

But just like no two salespeople are the same, customers are individuals, too. While one might appreciate a detailed rundown of the car’s features, another might prioritize the ride or driving experience. Being flexible means knowing yourself as a salesperson and being able to engage with customers on their own terms. 

Read the room—yourself included—and personalize your approach.

#5: CONTINUOUSLY LEARN AND REQUEST FEEDBACK

The selling landscape is constantly evolving, and so are the best car sales techniques. By committing yourself to continuous training and actively seeking out feedback, you can stay in tune with your progress and ensure you stay ahead of the curve. 

Invest yourself in regular training sessions or feedback review, like the bite-sized coaching conversations we provide at Phone Ninjas. A frequent cadence of feedback provides the insight to identify growth opportunities, confront problem areas, and see yourself from the outside.

Remember, not all feedback from every source is going to be helpful. A good coach will use clear metrics and constructive reviews to help you align with your goals. Asking a colleague to review your live calls and simply hearing, “Well, you could’ve been more confident…” is not what we’d call useful. Carefully weigh who you qualify as a mentor, and be sure to use a system that both of you understand before discussing the next steps.

SELL SMARTER, NOT HARDER

By implementing these five strategies, you’re not just adapting to the shifting sands of car sales—you’re positioning yourself for growth. Car sales techniques can change, but these tactics will ensure you’re prepared to continuously improve even when old methods fall flat.

And while individual growth is crucial, the real revenue driver is growing as a brand or dealership. Phone Ninjas understands this ethos, which is why we create tailored training sessions to help both individual agents and entire sales teams operate at the top of their game.

Ready to elevate your phone sales game? Reach out to a Phone Ninja today, and redefine your sales techniques for the modern marketplace.