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Jon Quade

Jon Quade Performance Improvement Consultant

Exclusive Blog Posts

Must-See NADA 100 Expo Displays for Fixed Ops

Must-See NADA 100 Expo Displays for Fixed Ops

New Orleans is ramping up for the 100th anniversary of NADA, and the convention promises to be outstanding. You’ll be entertained at the NADA100 Carn…

Why Social Media Marketers Won’t Replace Your Sales Team

Why Social Media Marketers Won’t Replace Your Sales Team

Social media is changing the marketing profession in remarkable ways. According to the Public Relations Society of America (PRSA), the social media analyti…

How To Find A Reliable Auto Body Repair Shop

How To Find A Reliable Auto Body Repair Shop

Finding a reliable and professional auto body repair shop is not as easy as it sounds. Unfortunately not every mechanic or auto repair shop will have your …

The Gap In Email Success - Part 3

The Gap In Email Success - Part 3

Yes Lifecycle Marketing recently released a study about gaps in email marketing. Check out the other parts of the series here: Part 1, Part 2. &n…

Are Remote Workers Happier Than Office Employees?

Are Remote Workers Happier Than Office Employees?

Here are some interesting insights about remote employees vs. office employees. I know many positions within a dealership don't have the option of remo…

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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