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 inquired on a 2016 Camaro. Do you call and say "Hi Kristin, this is Maggie calling from ABC Motors and guess what! The Camaro is available! Call me back if you want to come check it out, we're open till 7."? 

Stop and think about that for a second. Will leaving this type of voicemail encourage a customer to call back? If the customer is only shopping Camaro's, what have we done to build rapport to ensure she calls us back, instead of the 2-3 other stores she may be shopping? 

This is the most popular type of voicemail we hear in the phone training biz. A voicemail full of information that leaves the customer no reason to call the salesperson back. The first tip I have is to be mindful of how quickly you are calling those internet leads if you tend to leave a lot of messages. We know that the sooner we call the customer, the more likely they are to answer. If you make a point to call each lead within 5 minutes, you should find you leave a lot less messages and get more customers on the phone. 

What Should I Say Instead?

Remember the key to a good voicemail is not saying too much. Instead, give the customer a reason to call you back. Keep it simple and use your voice inflection as a tool! Smile!

Start with an opening, then state who the message is for and introduce yourself. Make sure that you give your reason for calling and indicate they should return your call. After providing your contact details, mention when you plan to follow up if they do not return your call. This helps to encourage the customer to call you back. I typically suggest you briefly repeat your information. This is for the customers benefit, and it only takes seconds. End the call by mentioning you hope to earn their business and wish them a great day. 

Example:

"Good afternoon Kristin! This is Maggie calling from ABC Motors. I have some great news for you regarding the Camaro! Please give me a call back at 877-900-9461 as soon as you can. Now, if I don't hear from you this evening, I will try you again tomorrow. Once again this is Maggie from ABC Motors and my number is 877-900-9461. We hope to earn your business Kristin, and have a great day!"

Not only is this an awesome example of great customer service skills, but if you have an upbeat and friendly voice tone, your customer will be excited to call you back. They will want to know what the good news is!

Give it a shot! 

RELATED DISCUSSION: What Is Your Best Voicemail to Get a Customer to Return Your Call?