Incoming Phone Ups

Gary Sanders
Have you ever listened to a "bad" incoming phone call that still resulted in an appointment while at the same time a “great” (scripted) call resulted in nothing? Isn’t funny how we quickly we forget how bad the call went when the customers are in finance. When we train and try to steer sales people to a formatted call we lose something along the way; PERSONALITY!! In my opinion a key to a great call is be yourself and listen to the clues the customer give you. They are calling for a reason our job aside from setting an appointment is why? You might just ask them a simply question; “Before we schedule a test drive, did you have any question about the vehicle you reviewed online that our photos did not illustrate?” I am interested in hearing from the Driving Sales Community regarding how you handle incoming calls and phone training. Do you use a script? What really makes a great call? Are the call pages out or to a centralized BDC? If you use recording system like Callbright, how do you incorporate the calls into your training? Do you mystery call other stores? Gary Sanders @sandersgary

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