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From: Jared Hamilton
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Jim Bell

Jim Bell Performance Manager

Exclusive Blog Posts

The Biggest Mistake Dealers Make When It Comes to Customer Retention

The Biggest Mistake Dealers Make When It Comes to Customer Retention

Jim Roche is the Divisional VP of Marketing & Managed Services at Xtime. We asked him to tell us the biggest mistake he sees dealers making today when …

Is 2018 the Year of Customer Convenience?

Is 2018 the Year of Customer Convenience?

It seems that every year has a theme attached to it in terms of where dealerships’ focus will be. Which themes or buzzwords will dominate 2018? We…

Upcoming Webinar: Show with Your Showroom, Sell with Your Website

Upcoming Webinar: Show with Your Showroom, Sell with Your Website

Today's customers walk into your showroom better-informed than ever before. Because they've done their research ahead of time, 89% walk into t…

Tips for Leaving a Voicemail

Tips for Leaving a Voicemail

The Voicemail So you receive an internet lead and you call and they don't answer...now what? We leave a message right? Let's say the customer in…

Keeping the In-Person Touch While Selling Cars in the Digital Age

Keeping the In-Person Touch While Selling Cars in the Digital Age

  For better or worse, the internet has become an indispensable appendage in our every day lives. Many of us would rather spend every minute glued …

Power of a Renewal Call

There are times when a call is in order to a previous customer, but the question seems to be, "What do I need to say to the customer?"  A lot of times, a renewal call is treated like a normal touching base call to keep your name in front of the customer.  That is not the case.

The reason for a renewal call is to get them back in the store and get them thinking about a new vehicle.  There are a few steps to do to make it an effective call to the customer.

  1. Look at the previous deal.  Most CRM tools will store all of the pertinant information in the system and you should know if they bought or leased, what their payment is, and maturity dates.
  2. Maybe do an online evaluation of their vehicle to see if they may be in an equity situation.  We all need nice trades and they are the best source to get them.
  3. Check notes and history with the customer.  Make small talk before going for the appointment.  This goes back to making great notes in the system so you can refer back to them down the road.  If their son is playing soccer, make a note of it and when you call them, you can say, "Is johnny still playing soccer?"  This will make you stand out from the other salesmen.
  4. Check inventory to see if you have something like what they bought from you last time or even a possible upgrade where you think you can keep their payment close to what they are paying now.

After this quick evaluation, call them.  The number one goal is to get them in to discuss options with them.  Once you get them in, go from step one of the sales process and qualify them in what they may want or need and go from there.  Get these calls done early in the month as people do tend to get busier as the month goes on.

 

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