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Taking a phone up properly is one of the most important things a dealership employee can do. Keyword is *properly.* There’s been much talk in the industry about how to properly handle a call. There’s lots of phone training programs and phone scripts out on the market. I’ve been on the Phone Ninjas coaching program for several years and it has amplified the results we’ve seen in phone call appointment conversion.
While it’s important to know what you’re going to say on the phone, and the words you’re going to say to the customer, it’s also important to show confidence when talking on the phone.
The customer is going to hear your words, but they’re also going to hear your voice. The inflections you use are imperative to a successful phone call. Sure, you may not know the answers to everything, but if you exude confidence when speaking, the customer will feel more inclined to trust you. Even if you’re saying “I don’t know, but let me find out.” Say even THAT with confidence! The customers will appreciate it.
Especially when it comes to pricing (if you have to discuss that, there’s a million ways to not attempt to negotiate over the phone, but that’s for another post), “Our pre-discounted internet price is $109,573.” If you say that with confidence, the customer is more inclined to be confident in your price!
Look around your showroom floor - the successful sales professionals and managers exude confidence, don’t they? Why shouldn’t you do the same thing on the phone?