The document provides coaching and guidance for improving phone sales skills. It outlines key steps in phone calls such as building rapport, qualifying customers, obtaining contact information, setting appointments, handling objections, and providing directions. Performance is tracked across these areas to identify strengths and opportunities for individual salespeople. Coaching calls and reports help enhance skills and accelerate sales.
2. Industry Facts (Customers)
• What percentage of your phone traffic will
buy within 3-5 days?
__%
• What percentage will buy within 10 days?
__%
• What percentage of customers call before
coming to a dealership?
__%
3. Industry Facts (Customers)
• What percentage of your customers will visit
the internet before coming to your dealership?
__%
• What percent of your appointments will
purchase a vehicle at the time of their first
appointment?
__% (or greater if they ask for you by name)
• What percentage of your customers will
purchase something different than what they
inquired on?
__%
4. Industry Facts (Salespeople)
• What percentage of sales people will ask for
the full name of the caller?
Less than __%
• What percentage of sales people will ask for
the phone number?
Less than __%
• What percentage of sales people ask for a solid
appointment?
Less than __%
5. Industry Facts (Salespeople)
• How about asking qualifying questions?
Less than __%
• What percentage of salespeople will attempt to
have their information put into writing?
Less than __%
• Salespeople will often provide customers with
too much information?
Greater than __% of the time
6. Industry Facts (Salespeople)
• When providing too much information you can
actually de-motivate your customers - how
often?
__% of the time
• What do you think the national closing ratio is
on phone-ups?
Less than __%
7. How phone-ups differ
from floor-ups
Behavioral Cues: (Floor-ups)
• Words
• Tones
• Gestures
• Posture
• Facial Expressions
8. What You Can Expect
100 Phone-ups
90% Names and numbers
65% Appointment ratio
65 Appointments
55% Show ratio
36 Customers keep their appointment
45% Close ratio
16 Sales
10. Why do customers call?
• Fear
• Testing the Waters
• Checking Availability
• Looking for Deals
• Comparing Brands
• Price Shopping
• Gathering Information
• Interviewing the call handler “as if” the dealership
• Can they TRUST your dealership via call handler
11. “Intentions” of a Call?
What’s the purpose of an inbound sales call?
(from a prospect’s perspective)
GET INFORMATION
From the sales consultant’s perspective?
SET THE APPOINTMENT
12. Phone-Up Goals
• Set a specific appointment
• Gain contact information
• Establish initial rapport & fostering trust
• Launch a positive, friendly tone and good
experience for the caller (whatever the
outcome)
14. How to Manage Sales Performance
• So, how do you really “Manage Performance” to
obtain consistent results?
• Or, how do you close the gap between what you
expect and what was really produced – when
you only have so many hours in a day?
• It’s really a process isn’t it? The Process of
Managing Performance
• Think of a puppy!
15. What Your Competitors Are Doing
• Having phone Performance Management done for them
– providing dedicated, virtual phone sales management
• Taking the guesswork & waste out of training
– provide coaching and on-going training based upon actual
performance data tailored to the individuals’ needs for more
sustainable results
• Providing a safety net
– Save-A-Deal and/or Customer Recovery alerts for mishandled
calls for potentially lost customers – offering an additional
chance to rescue them
16. Human Nature
If you track something it improves.
When you provide feedback
on what you’re tracking,
you compound the improvement.
Thus, the driving force of
CallCoach’ing
17. Anatomy of a Monitored & Coached Call
Prospect calls your retail CallCapture switch records call Call taken at dealership
facility toll-free while passing through onto dealership by Sales Consultant or BDC/RMC
CallCoach Monitor logs-in remotely -
listening to & scoring calls per call handler
Save-A-Deal or Customer Recovery Calls Best-in-Class calls sent to store managers
sent ASAP to dealership management for staff recognition & reinforcement
Timely customer contact leads “Opportunity Calls” sent to Skill enhancement is
to increased appts & sales CallCoach Industry Expert accelerated as are sales
“Opportunity Calls” reviewed by CallCoach, instructive feedback added
and both are emailed to dealership (sales consultant &/or mgr.)
Phone-in Role Play rehearsal sessions are conducted
w/ sales consultants & recordings emailed to call handlers
Bi-Weekly reports (individual, team, trend) are electronically sent
to the dealership, along with interpretive conference calls
One-on-one & team Performance Enhancement sessions
with targeted feedback lead to measurable improvement
25. Call Handler’s Report Card Call Handler D
Initial Driving
Qualifying Contact Selling the Objection Directions to
Name Rapport Toward
Techniques Information Appointment Handling Store
Building Closure
Current
3.67 0.67 2.00 0.00 0.00 1.33 2.00
Period
Previous
N/A N/A N/A N/A N/A N/A N/A
Period
* 4-Point Scale
The Evaluation Scale
Excellent (4.0 – 3.5): Sales Consultant followed the “preferred” method under each segment in an outstanding
manner with great professionalism and established a good rapport with the customer while gaining a commitment for
an appointment with a specified date and time along with the customer contact information
Above Average (3.4 – 2.7): Followed most of the “preferred” methods, guidelines and/or scripts, got the
customer contact information and gained a commitment for an appointment
Average (2.6 – 1.8): Asked some key qualifying questions, adequately answered most of the customer’s
questions, and typically gained some customer contact information for follow-up – but may not have been able to
secure an appointment
Below Average (1.7 – 1.1): Missed the mark on most categories but may have some saving grace in particular,
appearing able to learn
Poor (< 1): Unable to secure customer contact information; indicated vehicle in question sold and ended call; off-
lined the call or appeared unable/unwilling to profit from prior feedback or coaching