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An age-old debate has always lingered on whether to script or not to script....
Earlier this week on DealerElite, David Lewis provided his outline for a successful phone up, and asked "Do you agree with these steps? What would you do differently?"
David put together a nice outline...thank you David! However, for phone calls in particular, I have always preferred simple word scripts for providing the consistency and framework to train off of.
Customers don't call a dealership to do business with the dealership...they call looking for a reason not to do business with the dealership! If you are a dealer, listen...they are calling to eliminate you! You are not the only dealership on their list to call! If they knew they wanted to do business with you...they would've just showed up! It is imperitive that those handling the inbound phone calls are expertly trained to advert customer concerns and control the call!
My message has always been simple for BDC's and Salespeople answering inbound phone calls... "don't just schedule the appointment....SELL the appointment!' Once the customer is in front of you, then it is time to take the opportunity to Connect, Serve, Solve, and Support.... but you first need to get them in front of you!
I believe utilizing a phone script is critical. Having a simple & proven phone script is essential in maximizing your opportunity on the phone and boosting your show rate. The script must build credibility, create curiosity, and gain a commitment from the customer.