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.

Dealership leaders stand at a crossroads today. Many of them are asking, “How can I increase car sales at my dealership?” Yet, it’s not a question born out of incompetence or inability to sell. It’s a recognition that the market has shifted, and with it, the expectations of the consumers has evolved. 

Today, we’re dissecting modern car sales strategies and illuminating more actionable approaches to help you revive your sales numbers. From the initial phone greeting to closing the deal, every interaction is an opportunity for your dealership—and we’re here to help you seize it.

UNDERSTANDING MODERN CUSTOMER NEEDS

The subtle art of empathy has never been more important than it is today. Modern customers are not merely observers but informed participants in the sales journey. They come armed with research, expectations, and a clear vision of what they want. 

The initial challenge is for you to re-focus on their perspective. You need to comprehend their needs, anticipate their concerns, and gently correct their misconceptions. Instead of acting like a typical salesperson, you must take on the role of an earnest guide helping them down a path that feels personalized and honest.

Empathy also helps your sales team uncover customer concerns, including issues they might have kept to themselves because they felt unheard. As auto industry publication CBT News writes, “Empathetic salespe­ople are skilled at de­vising tailored solutions perfectly suite­d to resolve their clients’ problems.”

Your goal should be to create a space where customers feel heard, understood, and prioritized. Start there, and you’ll quickly find one-time buyers turning into lifelong customers.

HARNESSING A CONTINUOUSLY IMPROVING SALES ENGINE

If you’ve ever asked, “How can I increase car sales at my dealership?”, you might be working with sales agents who are struggling to grow on their own. So, let’s be real for a minute: a stagnant sales team is a sinking ship. That said, don’t be fooled by fake sales gurus and fire-and-forget solutions—one-time workshops or yearly seminars simply can’t bail you out in the long term. You need a relentless, ever-churning engine of continuous training to propel the vessel forward. 

Continuous improvement isn’t just a box to tick. It’s a serious commitment to regular reviews, feedback sessions, coaching, and real-world exercises. It means embracing tools like mystery shops and motivational incentives. But with personalized active coaching, your team can move beyond generic, one-size-fits-all advice and into the realm of practical, self-sustaining tactics. 

But even with consistent training, you can’t keep tabs on your team’s development without meticulous session notes and progress tracking. Active, dynamic updates are nearly as important as the coaching sessions themselves, and closely monitoring your individual sales agents’ progress will help you better understand where they can improve. 

MYSTERY SHOPPING FOR UNBIASED INSIGHTS

Picture this: a customer submits their information on your dealership’s website, gets a call from your sales team, receives a follow-up email, and then never contacts your business again. What just happened in that buyer’s journey? What worked, and what didn’t? Mystery shopping would give you the answers to those questions—and so much more.

It’s no secret that numbers can lie; whether it’s an inconsistent CRM, a shared spreadsheet, or even individual sales agent reports, the only surefire way to get an honest look at your performance is with outside help. A company that isn’t connected to your business can tell you where each agent needs to improve, how your website feels to use, and even whether your internal numbers match up with their testing. 

With Phone Ninjas, mystery shopping isn’t a way for us to critique your business. It’s a constructive journey we take together toward growth and a better bottom line. Our mystery shopping services are built into our coaching methodology, allowing us to incorporate unbiased and data-driven strategies into individual sessions for maximum results. We dive deep, ensuring your agents understand and implement feedback in future interactions—a proven recipe for continuous improvement.

THE PATH FORWARD TO INCREASING CAR SALES

Empathy, continuous improvement, and reliable feedback… these are just some of the tools you’ll need to face the shifting car sales market of tomorrow. But the good news is that you don’t have to walk that path alone. 

Enter Phone Ninjas, your ally in this evolution toward revitalizing your team’s sales tactics. From mystery shopping to continuous, active coaching, we provide ongoing training services to help every sales agent reach their full potential. 

So, the next time you ponder, “How can I increase car sales at my dealership?”, think about partnering up with Phone Ninjas, the new game changer in car phone sales training. We can empower your sales team to adapt to changing consumer demands using bite-sized, 20-minute coaching sessions personalized for each individual.

Ready to transform your dealership sales numbers? Reach out to Phone Ninjas today.

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.

What to Look for in Car Sales Training Programs

When you first dive into the world of car sales training, it’s easy to get bogged down in a sea of generic advice and cookie-cutter solutions. Ironically, the one-size-fits-all approach doesn’t really work for anyone. 

The reality is that effective training is tailored for each salesperson and the unique dynamics of every dealership. But that’s just one of the many qualities that separates a superb training program from the pack. 

So, what should you look for in car sales training programs? We’ve narrowed it down to 7 key elements.

#1: Personalized Training

Every salesperson brings a unique combination of experience, talents, quirks, and potential to the table. Top-tier training doesn’t mold agents into a predefined shape—it understands and shapes their individual strengths while addressing areas for improvement. 

A personalized training program helps your agents grow in a way that feels authentic to them. When agents receive evaluations, they’re tailored to their unique skills and strengths. When they’re encouraged to grow, it’s based on a real understanding of their possibilities.

#2: Deep Dive Learning

Selling a car isn’t just about knowing all the features or being able to read a script with confidence. It’s about understanding the nuances of social interaction, reading the customer, and adapting on the fly. A standout training framework goes beyond the basics and gives your sales agents comprehensive skill development. 

The best programs combine the four cornerstones of phone sales: knowledge (knowing what to say), skill (knowing when to say it), consistency (positive habits), and confidence (self-belief). Salespeople come away equipped with the “what” but also the “how” and the “why” of effective communication. 

#3: Feedback That Fuels Growth

Occasional bursts of inspiration are great, but it’s the daily grind that truly shapes an agent. It’s consistent, actionable feedback and effective practice that build lasting expertise. When you’re looking at car sales training programs, consider whether they ensure “stickiness” with a cadence of regular touchpoints and evaluations. 

Detailed performance reviews will highlight both strengths and areas for improvement—key considerations in helping an agent hone in on their potential. Over time, these nudges will form habits in your sales team and reinforce what they learned. Your agents will gain a better understanding of themselves, but they also learn how to continuously improve long after the training program has ended.

#4: Confidence Building

Beginner salespeople might think confidence is feeling relaxed while running their pitch. But real confidence is more than swagger and a strong handshake. It’s having the assurance to navigate tricky situations and make smart decisions on the fly. 

By providing realistic training scenarios paired with constructive feedback, a solid program conditions your agents to build genuine confidence—the kind that goes beyond following scripts and truly connects them with customers.

#5: Active Coaching & Real Interactions

While sales theory can get an agent past the starting block, it’s the on-the-ground application that truly tests their mettle. The most impactful training programs seamlessly blend active coaching with on-the-job experiences. Active coaching is essentially working one-on-one with each agent, giving them the skills and knowledge to handle the phones confidently.

Active coaching can include initial certification, scripting, critical feedback sessions, personalized sessions, and mystery shops. These practical exercises challenge your salespeople, testing their limits and turning their book smarts into street smarts. 

#6: Milestones That Motivate

Performance reviews are great for identifying growth opportunities, but meaningful milestones are what keep agents going. Smart training programs capitalize on your sales team’s desire to see markers for their progress. 

Phone Ninjas, for example, offers certification incentives, like our Perfect Score Contest. Perfect scores are entered into a drawing to win a trip to Hawaii along with a sum of cash. But a perfect score is more than just a chance at a well-earned vacation—it distinguishes an agent as truly capable, signifying their commitment to excellence and showcasing their skill. When agents have goals to strive toward, it adds dimension to their motivation, pushing them to hone their skills and push for new heights.

#7: Real Sales, Visible Results

When a program doesn’t deliver the goods, it won’t be hard to figure out. The best car sales training programs will show demonstrably more contact info in your CRM, faster call times, and better appointment set rates. Great training programs will combine all the traits we discussed previously: that means they listen to, score, review, and coach each agent individually. One that simply offers generic sales advice that all agents should follow religiously is going to change very little. 

These one-size-fits-all programs might boast about their effectiveness, but they use vague language when it comes to measurable results. When you’re looking for a training program, don’t be afraid to ask what kind of improvement you’re likely to see. It’s your business, and they should set expectations.

Choosing the Right Program for Your Business

The program you choose should “fit” who you are as a brand, a team, and a dealership. Finding one that understands your agents as individuals can make the difference between delivering results and hoping for improvement. As you evaluate your options, remember to look for these 7 elements that make car sales training programs truly great.

One of the key features that makes Phone Ninjas a true disruptor in this industry is our commitment to ongoing coaching. After initial certification, we break up training sessions into bite-sized, relevant pieces of guidance tailored to each sales agent and their continuous improvement. No generic advice, and no one-time training that leaves your team dazzled… but not confident. 

Ready to see it in action? Schedule a demo today!

In today's competitive automotive industry, staying ahead of the curve is crucial for dealerships to thrive. One way to achieve this is through a comprehensive training program that empowers your Sales Consultants and BD Agents to excel in their roles. Here are the top four ways Onsite & Virtual Dealership Training will help your dealership excel.

1. Enhanced Sales Skills

Onsite & Virtual Dealership Training offers your Sales Consultants the opportunity to fine-tune their sales skills and techniques. Through a blend of in-person sessions and virtual modules, tailored to address the specific needs of your dealership, Sales Consultants can learn how to build rapport with customers, overcome objections, and set proper appointments that show and buy effectively. These training methods offer the best of both worlds, allowing for face-to-face interactions and the flexibility of online learning, fostering active engagement with interactive virtual exercises.

2. Improved Customer Experience

In today's digital age, customers expect a seamless and personalized experience. Onsite & Virtual Dealership Training equips your employees with the skills to provide exceptional customer service. Role-playing scenarios and virtual simulations allow Sales Consultants to practice handling various customer interactions and queries, ensuring they are well-prepared to meet customer needs. As a result, your dealership can deliver a consistent and exceptional customer experience, leading to increased customer loyalty and positive word-of-mouth referrals.

3. Cost and Time Efficiency

Combining Onsite & Virtual Dealership Training methods offers cost and time efficiency for your dealership. While traditional training methods may involve costly offsite workshops and travel expenses, onsite training can minimize these expenditures. Additionally, virtual training sessions can be scheduled flexibly, allowing employees to participate without disrupting their daily responsibilities, ultimately saving time and ensuring maximum productivity.

4. Competitive Advantage

A dealership that invests in the professional development of its Sales Consultants and BD Agents gains a competitive edge in the market. With a well-trained and motivated team, your dealership is better equipped to meet customer needs, close deals efficiently, and outperform competitors. As the reputation of your dealership improves, so does your ability to attract top talent, further reinforcing your position as a leader in the automotive industry.

Combining the power of Onsite & Virtual Dealership Training is a winning formula for automotive businesses looking to elevate their performance and achieve lasting success. By empowering your Sales Consultants and BD Agents with enhanced skills, up-to-date product knowledge, and improved customer service, you create a solid foundation for growth and profitability. Embrace the synergy of Onsite & Virtual Training today, and witness the positive impact it brings to your dealership's bottom line and reputation in the market.

Sign-up today! 

Dealership Sales Coaching is a game-changing approach to training that equips your Sales Consultants and BD Agents with the skills and knowledge needed to excel in phone interactions with customers. By providing continuous and personalized coaching, your team will be prepared to handle a variety of scenarios, resulting in improved performance and increased appointment set rates. In this article, we will explore the key benefits of Dealership Sales Coaching and how it can transform your dealership’s sales outcomes.

Individualized Training for Enhanced Skills

Dealership Sales Coaching goes beyond mere instruction and offers a comprehensive teaching method tailored to each team member’s needs. Rather than employing a one-size-fits-all approach, this coaching technique focuses on improving individual skill sets. By honing their knowledge, skills, consistency, and confidence, your team will become proficient in handling inbound and outbound calls, objection handling, and situational scenarios.

Progressive and Impactful Training

The training provided through Dealership Sales Coaching is designed to deliver high-impact and sustainable results. Beginning with basic phone skills, the program progressively advances to more advanced situational objection-handling scenarios. By breaking down the training into bite-sized pieces, your team can easily implement and integrate the new skills into their daily interactions, leading to immediate improvements in customer engagement and conversion rates in all customer-facing interactions.

Impressive Results and Timelines

Without proper training or coaching, dealerships typically achieve a modest 20% appointment set rate. However, with the implementation of Phone Ninjas coaching, the average appointment set rate soars to an impressive 60%. In fact, the most engaged dealerships have seen appointment set rates reach an astounding 87%. These remarkable outcomes are a testament to the effectiveness of Dealership Sales Coaching.

Key Factors for Success

Dealerships that achieve exceptional results with Dealership Sales Coaching consistently adhere to three fundamental principles. First, buy-in from the top is crucial, as leadership support fosters a culture of continuous improvement and encourages staff engagement. Second, coaching sessions are viewed by staff within 48 hours of the call, ensuring that the insights gained are still fresh in their minds. Finally, maintaining certification is essential; staff members who consistently uphold their certification demonstrate a higher level of expertise and deliver superior customer experiences.

In closing, if you want to take your dealership’s sales to new heights, Dealership Sales Coaching is the solution you’ve been looking for. By investing in individualized training, progressive learning modules, and ongoing support, you can empower your team to handle any customer interaction with confidence and expertise. With improved appointment set rates and customer satisfaction, your dealership will thrive in a highly competitive market. Visit the Phone Ninjas website to learn more about how Dealership Sales Coaching can revolutionize your dealership’s sales performance and drive long-term success.

Claim your complimentary Dealership Mystery Shop

You never hear a prize fighter say he fired his trainer directly after he won the championship belt, right? Well, that's why it's important to continue coaching and training the salespeople and BDC employees. Even after they seem to have mastered the phones and their appointment set rate is off the charts, continued coaching and training are paramount. This is what keeps them sharp!

As your dealership moves toward a nearly perfect appointment schedule, setting an appointment from every call or at least asking for one, you may think it's okay to rest on your laurels. However, this is the exact time to push harder with your training. Have your sales team run calls with each other, practicing every day how to handle difficult callers and different situations.

To ensure your sales team is working to their highest level, you must ensure your dealership is applying what you've learned during your training. Review key principles at your sales meetings. Ask your sales team how they would handle specific situations over the phone, such as how to answer questions about credit, best prices, or even reluctance to set an appointment.

Training your dealership Sales Consultants and BD Agents isn't only about the phone calls, as this training will positively impact all customer-facing communications. As a Sales Manager, you also want to make sure you're running through proper emailing etiquette, how to handle outbound calls, and how to leave an enticing message that'll ensure a callback. It's important to cover these different facets of dealership culture and ensure your team always works to improve.

Reviewing calls with each of the members of your sales team is an excellent means by which you can keep your training and coaching fresh. With Phone Ninjas Dealership Sales Coaching, each call is submitted to the sales associate for review. Pick a call a week and listen to the coach's critique with them. Take heed of what the coach is saying and make sure your team member understands the direction.

If your Sales Consultants are being coached by Phone Ninjas, monthly one-on-one sessions can help your sales team keep their skills fresh. These unique calls, performed by one of our coaches, can function in many different ways. Traditionally, our coach will review past coached calls and then walk the sales associate through parts of the script where they have an opportunity to improve. However, we also like to ensure that they're running through the script in a role-playing fashion. This is the beauty of ongoing coaching, it's always fresh and relevant!

If you haven't already hired us at Phone Ninjas to help with training your Sales Consultants and BD Agents, it's not too late to do so. To get started, submit your dealership for two complimentary Mystery Shops. 

Scripts aren’t just important, they’re critical! And it’s not just the importance of scripts themselves but the strict adherence to them with ongoing inspection and confirmation of progress to their correct deployment.

A strong process sets you free, we all know that. It’s proven time and again in the military, business, and academia. Successful people follow a process in almost every aspect of their daily lives, whether they realize it or not.

Scripts go hand in hand with every strong process if you wish to enjoy ultimate success. Most rank-and-file teammates simply don’t know what to say, when to say it, or how to say it… This is where a strong process accompanied by situational scripts comes into play. But again, not just scripts themselves; ongoing checks and balances to ensure strict adherence to them, pointing out successes and coaching through fumbles. Without the ongoing aspect of the inspection, you leave much to chance.

This week I was involved in three different (yet similar) occurrences where a customer’s experience was compromised and revenue was lost. These are things that happen more often than not and can be easily remedied with a process, a script, and checks and balances…

Situation 1: Sitting at a bar waiting for a table during happy hour…

I’m sitting by myself at the bar waiting for the rest of my party and our table. I was early. Watching the bartender go from patron to patron solely focusing on those seated at the bar made me realize there was no process, no script, and no rhyme nor reason to anything. Some people were told about the happy hour specials, some weren’t. Some people received water, some didn’t. Some were handed menus, others weren’t. Some had place settings, others were given silverware and a few had nothing.

The bartender asked me if I was there for happy hour, and I said I wasn’t. That didn’t mean I wasn’t going to order something, it just meant I didn’t want something off the happy hour menu. Then, she leaves me and goes to the next patron to take his order and she stops him with a warning “That’s not on happy hour…” to which he responded, “Is it not available at all? I still want it!”

So, what is there to learn from this dining experience? The lack of ongoing training, the lack of inspection coaching, and the lack of a process with script cost them thousands daily. Imagine if everyone was greeted properly: “Welcome to ABC Restaurant, my name is Michele, and here are our happy hour specials which end at 7. I’ll be right back with water and to take your order…” WOW! Now you know her name, what’s included with the happy hour, when it ends and you have water en route!

Situation 2: Standing at the hostess stand waiting to be seated (a different restaurant)…

I’m waiting in line to be seated and the hostess is on the phone with a customer. She wasn’t given any training, any scripts, or any semblance of a process. All roads lead to her, phone, fax (yes, they had a fax up there), and walk-ins. I’m pretty sure she also handles the online appointments.

Here’s what I heard her say: “2 pm Saturday? Yeah, come on in, we’re here…” The person on the other end of the call clearly confirmed a reservation wasn’t necessary and she then said “Nope, we’re dead on Saturdays, come on up.” Now, the person on the other end of the phone triple-checked due to the size of the party and she then said “Yeah, we’re good for 10 people…”

Uh…

·      WHY WOULD YOU NOT MAKE A RESERVATION?

·      WHY WOULD YOU NOT GET CONTACT INFORMATION?

·      WHY WOULD YOU NOT CONFIRM THE RESERVATION?

·      WHY WOULD YOU NOT CONFIRM THEY KNOW WHERE YOU’RE LOCATED?

Personally, and the same for at least two other people in line based on the looks we were giving each other, we’d NOT eat there. I’m now worried there’s a reason they’re “dead on Saturdays…” Is it cleanliness? Quality? Staffing? All issues that would ruin the meals of 10 people, right?

So, how should this exchange have gone? “It’s a great day at ABC Restaurant, this is Jill, are you calling to make a reservation?” Then, after they said yes, she should confirm the party size, and the time and repeat it back to them, not “2 at 10” but “10 at 2.” “What name shall we place this reservation under and what’s a good contact number for you? Is it textable?” Repeat it back and then call the day of the reservation to confirm as it’s a big party. The fact they’re “dead” at that time is all the more reason to secure a party that size!

Situation 3: The Rolex as a corporate gift…

A really good friend of mine owns a company that gifts tenured teammates a brand-new Rolex. The average price of the ones they buy come to around $15,000. Essentially the price of a car. I was in his office as he was making calls to secure one and he was on speakerphone. The first two calls were appalling.

They went like this:

Jewelry Store: “Watches, this is Jim.”

Customer: Hi Jim, my name is Gary and I’d like to purchase a stainless-steel Rolex for an employee.

Jewelry Store: “We don’t have any…”

Customer: I didn’t think you would but perhaps you could take my name and number…

Jewelry Store: “We don’t have a timeframe…”

Customer: I can give you a deposit over the phone, I don’t care how long it takes…

Jewelry Store: “You’ll have to come in…”

Now, when I tell you both calls were the same, I mean they were equally as horrible. This is a $15,000 watch and he usually buys two each year based on his staff size and length of employment. That’s a nice client to have in your pipeline... Imagine if these guys presented him with options, pre-owned, another brand of equal value, a waiting list, etc etc. Nothing.

So, on the third call, he finally found someone that handled the call properly. It was the owner of the store and we left to go directly there and purchase it. Now, while he was there, he also purchased his wife a significant piece of jewelry and when she went in to pick it up from being sized, she purchased their son a Rolex as a graduation present and she purchased herself a new Rolex as well. So that one call not only turned into a customer for life but went from a $15,000 sale to $100,000 in sales in a matter of 3 days.

A good acid test is to ask yourself, what would the owner do in that situation… If he wouldn’t do what you just did, then perhaps you need scripts, a process, and ongoing adherence coaching.

Don’t just wonder how your team does when you’re not standing over them, find out for certain! Let us MYSTERY SHOP you on the phone and the web for free and report back our findings. Zero obligation, zero cost, and zero hard feelings 😊

We'd be lying if we said we didn't enjoy the time when cars flew off the lot faster than we could restock our inventory. But as that excitement hit the road, have we asked ourselves, "Are we ready to sell again?" Let's be real, over the past three years, we could easily overcome objections and even achieve record levels of profit. But did we actually stick to a sales process during this frenzy? The truth is NO, most of us didn’t.

Considering that customer response times have declined in the last three years, chances are our sales process suffered a similar fate. And while we've always struggled with consistency in our sales approach, it’s even more crucial to follow one in the weeks and months ahead. Customers have more choices again. So, for those of us whose heads have been stuck in the sand counting dollars, it’s high time we put a plan into action and execute.

The good news is that it doesn't have to be complicated. It's time to get back to the basics - or as they say - focus on the core aspects of a sales process… You know, manage your managables. Let's remember that customer buying behavior has changed in the last three years. However, one thing remains true: customers expect their questions to be answered. And more importantly, they expect to know what comes next when they step into the dealership. It's safe to say that customers don't visit the dealership just for fun today; they're there to buy a car.

But make no mistake, as customers have more options, their patience for dealing with a lack of a sales process will wear thin. Do we really want to miss out on sales opportunities simply because we don’t have a structured approach? Or, worse yet, we aren’t inspecting what we expect and the one we have still isn’t being followed? Instead, let's focus on ensuring our Sales Consultants and BD Agents understand the phone and web processes. These are, after all, the ways to communicate with your store. Unless you’re still receiving faxes saying “sales opportunity” and the customer is “accepting offers” which I used to HATE! They need to grasp the various options customers have when making inquiries via the phone and the web. This way, when your Sales Consultants or BD Agents interact with customers whether online, on the phone, or in person, there’s consistency.

A smooth process on the phone, online, and in-store will make a significant difference in the overall customer experience. And a positive experience - thanks to your dealership following a solid sales process - means more cars sold and better customer satisfaction scores. It sounds simple, right? But the hard truth is that, more often than not, each of your Sales Consultants and Sales Managers tends to have their own processes. This only makes it more challenging to effectively manage the gaps in their approaches. None of us are perfect, and we all have room to improve. So why make it harder on ourselves by juggling multiple sales processes simultaneously? Instead, let's focus on one unified sales process, a “store” sales process. This way, regardless of who's working with a customer, as a Sales Manager, you can easily step in or assist your Sales Consultants without causing unnecessary disruptions for your customers and confusion for your team.

To get started, take a minute and sign-up for two no-charge Dealership Mystery Shops! We could all use a tune-up as we strive for a new normal. That means following a consistent sales process!

As a savvy customer, nothing is more infuriating than being ignored or receiving a response that dodges all your questions. Pre-Covid, dealerships used to pride themselves on their promptness in addressing leads. Even the OEMs had standards in place to ensure that all inquiries were answered within a specific timeframe. However, during the peak of the pandemic, when demand outstripped supply, some dealerships conveniently chose to overlook their leads. And if they did bother to respond, it certainly wasn't within the respectable ten to fifteen-minute window. A study even highlighted the dismal decline in 2021 - 2022, where dealerships dropped the ball on response time and failed to answer customer inquiries altogether.

Now, let's delve into what went wrong. While we can't change the past, we can certainly revamp our lead response strategy for the future. First off, it's high time you give your CRM workflows a makeover. When was the last time they were given a once-over? If you're struggling to recall, it's a sign you need to dive in. Once you've thoroughly inspected your CRM workflows, spare a moment to scrutinize your automated emails. Are the signature lines up to date? Do these automated messages still make sense? And for goodness' sake, do all those social media links actually work? It may sound like a walk in the park, but believe it or not, some dealerships are still sending automated responses from employees who don’t even work there anymore.

Once you've conquered the CRM basics, it's time to gather your BD agents and Sales Consultants for a pep talk. A quick refresher never hurts, right? After discussing the best practices for responding to leads, holding your team accountable is crucial. By leveraging CRM reporting, you can easily track response times. But don't stop there – evaluate the actual content of their responses. We can all stop the clock, but not everyone is sending out top-notch replies to leads. Let's make sure we answer customers' questions and provide clear next steps. After all, the ultimate goal is to build rapport with customers and boost our chances of securing their business. And that's impossible if we ignore leads or respond with flimsy replies that fail to address their needs.

If your team is still struggling with word-tracking or crafting compelling responses to customers' questions and objections, fret not! We've got your back. Knowing what to say and when to say it can mean the difference between winning or losing a customer. we have the expertise to help you master this crucial skill.

If you're still on the fence, take a moment and request a Dealership Mystery Shop! Once we've completed the test, we'll be in touch. Here's to getting back to the basics and being proactive rather than reactive.