Details
Phone Skills for Results: Today and After
Year: 2020
Original Air Date: May 26, 2020
OADA Webinar, featuring Marcom Results Group
Your customer has been changing behavior over the last four years. More customers have begun to call dealerships as smart phones dominate our shopping behaviors. Today some 89% of sales calls come from a mobile device and 84% of those calls start the same way - "I am calling to see if the blue 2018 Ford F150 is still available." Yet salespeople and managers struggle to convert those customers to the showroom. Enter COVID-19 and the phone process became more complicated and the only questions left is -- HOW not IF you need to train the team to respond to phone prospects.
Join OADA as we welcome David O'Brien, leader of Marcom Results Group and Mindwire Group, which combine training with technology, to present this webinar to you. The objective of this webinar is to enable salespeople and or managers to answer an inbound sales call in a manner that builds value, learns about the customer's needs, gather contact information and set an appointment on the first phone call and if applicable, handle resistance on the call.
Today's customer doesn't want to call a dealership after looking at a vehicle on a website only to be told, "Let me go outside and put my hands on it and call you back." Today's customer doesn't want to call a dealership and talk to someone who starts out by saying, "Let me get your name and number in case we are disconnected." Today's phone prospect is an internet lead who has called because they have NO patience and want three things on the call:
- Instant information
- Instant value
- Instant gratification
Nationwide first call appointment rates trend between 15-18% with best in class dealers consistently over 50% appointments. With today's challenges around deal volume and customer concerns there is no option on whether you will develop the skills of your team on the phone. Join OADA for a roadmap on how to make it happen.
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