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Jon Quade

Jon Quade Performance Improvement Consultant

Exclusive Blog Posts

Click-to-Call [Infographic]

Click-to-Call [Infographic]

  Most dealers understand the importance of making it easy for customers and prospects to find contact information. Websites often have prominent &…

Quick Tips for Improving Dealership Culture

Quick Tips for Improving Dealership Culture

Car dealers have a terrible reputation. It's such a negative experience for so many that people are electing to make a major purchase like a vehicle fr…

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…

Two Phone Lead Secret Weapons You May Not Be Using

Is your dealership phone experience in need of a reboot? If so, you’ve come to the right place! In all the hype around improving your digital automotive marketing strategy, don’t let phone etiquette get lost in the shuffle. Phone leads are generally the furthest down in the purchase funnel, so here’s how to make sure these serious shoppers convert to sales.

  1. Give your receptionist a raise. Your receptionists embody your dealership’s vital first impression; what kind of impression will that be?  Will they offer the kind of cheery professional phone greeting that creates car-buying excitement? Or is their bland “hello” going to convince your customer to opt for the next dealer on his or her list? You decide. Your receptionist wields a powerful ability to influence the customer experience for good or bad; yet too many dealership receptionists are bored, underpaid, and under-challenged. Keep the car-buying spark alive in your customers by investing in your front desk personnel, either with training, incentives, or just good old-fashioned mentoring so they feel motivated.
  2. Eighty-six the elevator music in favor of brand engagement. In the list of awesome experiences, being put on hold is rock-bottom next to waiting in line at the DMV or eating airplane food. Make the hold process go from painful to pleasant by enhancing your on-hold messages. First, make sure your hold information is up-to-date with your current phone number, website address, employee names, and physical address-this one gets neglected more than you think! Once you’ve got the basics covered, enhance the experience further by directing prospects to your Facebook page, your Flickr album, or your dealership blog. Help prospects pass the time AND begin engaging with your brand before they’re even connected-double score!

 

Share some of your customer phone tips – what have you done to enhance your customers’ telephone experiences?

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