Call First

When we receive an internet lead, the very first thing we should do is call the customer. If you attempt to contact the customer asap (5-15 minutes), the likelihood of you actually reaching them is increased. Be sure you are fully prepared before you call the customer. Know which vehicle they were interested in, and if it’s available. It’s also a good idea to have a backup vehicle as well.

Introduce Yourself

Once you get the customer on the phone, you should be able to set an appointment by handling the call effectively. Always introduce yourself first. Next state your reason for calling, and thank them for the opportunity to earn their business.

Rapport Build

In this step we should confirm the vehicle of interest but also inquire on something similar. If the customer was just looking at XYZ vehicles in general, then I would suggest starting with a few choice-based questions to help you figure out what they are looking for.

Sell The Appointment

Once the customer feels confident you understand what they are looking for, and they feel as though you have a vehicle available, you should move into offering an appointment. Remember to stick to choices and narrow it down gradually. For example: Today or tomorrow, then AM or PM, and finally with 2 time options.

Closure

Since this is your first time speaking with them, be sure you give them your contact information. It’s also a good idea to confirm their email address. Everyone makes typos and we want to be sure we can reach them via email if necessary. Also repeat the appointment time and review directions.

Recap

Just before you hang up, it’s a good idea to recap the appointment details. Be sure to state the day and time they have scheduled for, along with who to ask for when they arrive. You want to be sure the customer has all the details they need to feel comfortable about their appointment.

After the Call

After you hang up, I always suggest sending the customer an appointment confirmation via email. Be sure you personalize it and mention your conversation. Thank them for taking time out of their day to speak with you. Be sure you include the appointment date and time, who to ask for and include a link back to the vehicle they inquired on. Remember that the phone call and the email are about providing great customer service, and helping the customer find the right vehicle.

Good luck!

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!