The Struggle Is Real

If you feel like you are not doing something right when it comes to handling your phone calls and obtaining customer information, I suggest paying very close attention to not only what you say but also when you say it to the customer. When we answer questions is just as important as how we answer them.

Here's why- Often a customer calls up and they start the conversation with a question. For example, “is xyz vehicle available and what's the mileage?”. As someone who is here to assist the customer, your first instinct is to answer their question. Before you do this, I suggest you stop and think! Ask yourself: If I give them this information, will they have any reason to stay on the phone with me? Will they have any reason to provide me with their name and number?

I think you already know the answer...

Build Rapport & Obtain Their Info First

Instead of hopping right to the answer, focus on building a relationship with the customer. It is very difficult to earn the trust of the customer, obtain their contact information or even sell them an appointment if you do not have rapport built. Additionally, providing too much information too soon in the call leads to disaster.

The #1 tip to remember is: you want to get their information before you give them information. This is critical if you want to have a successful conversation with your potential customer. Remember, once you tell them what they need to know, you loose every bit of leverage you had to need their name and number. 

The best way to handle questions about the vehicle or it's availability is to say "Excellent question! This vehicle is a great choice and it has been quite popular. I would be happy to check on the mileage and see if it's available for you. Now, what is the best number to reach you on, home or cell". This builds rapport, creates urgency and gives you a great reason to need their information!

After you have all of the customer's contact information and if it's a specific call, inquired on "Plan B" vehicles, you can go ahead and place them on hold, return to the line and sell an appointment. If the customer once again asks their question, it is now safe to use an Objection Technique to deflect or answer the question if it won't hurt your chances at selling an appointment.

Good luck. Just remember the tip above: Get info before you give give. It makes a huge difference in the effectiveness of phone calls!