SALES, INTERNET,BDC AND RECEPTIONIST TELEPHONE TRAINING
Each week our trainers walk your sales, BDC, and internet personnel through proven word tracks during a series of 10 to 30 minute over the phone training and coaching sessions. Each session will take your people through a variety of "Real Life Scenarios" designed to show them how to sound professional and set the appointment.
The telephone training will be required a minimum of once per week but your personnel are allowed to call and do a session every 48 hours. Each week we send you a detailed report so you know who is training and how well they are doing. Once your personnel are proficient on how to handle price, specific vehicle inquiries and asking for the appointment we'll certify them so you have a way to reward them for reaching those requirements.
SERVICE ADVISOR, BODY SHOP ESTIMATE AND PARTS PHONE TRAINING
In Service we teach your Service Advisor, Service Bookers or BDC personnel to stop passing out prices and ask for the appointment. We work with them on speaking in terminology the customer can understand and on how to up-sell correctly too.
Retail and Wholesale Parts personnel will be coached on how to ask for the sale over the telephone. Once the parts sale is secured we work with them on how to move the caller from buying just parts to having service install it for them too.
We call each person individually and coach them on how to sound professional and you see more customers!
ONGOING FOLLOW-UP TRAINING AFTER CERTIFICATION
MOST AUTO DEALERSHIPS ASK THE SAME QUESTION "Once my people are trained on phone skills how do I get them to utilize what they learned in their everyday activities?"
SOLUTION: Continue training, change culture and monitor results.
Monthly Maintenance Highlight and Benefits!
One-On-One Telephone Training CONTINUED: Each month we'll continue to train your personnel one-on-one over the telephone. Each month you receive a report so you know who is training and how well they are doing.
Each month we'll train your personnel on out-bound calls and any special promotions your'e running.
Monthly Mystery Shops or Call Recordings: Each month we'll mystery shop the store and mail you the CD's of the conversations. If you record your incoming calls already we'll sort the calls and put together a monthly CD sent directly to your managers. Self-analizing grade sheets are included so your people can grade themselves.
Each month our shoppers set an appointment (if asked) and send you a log so you can reward them for doing their best.
DON'T LET YOUR NEW PEOPLE ANSWER THE TELEPHONE UNTIL THEY ARE CERTIFIED. ADD NEW PERSONS TO THE TRAINING AS SOON AS YOU THEY HIT THE FLOOR!