Selling phone and internet leads & automotive phone inquiry program.
How important is selling on the phone
Facts on Phone and Follow up
·25% of people buy within 4 hrs of phoning their first dealership (Phone mastery survey).
·67% of people phone a dealership prior to going looking for a car.
·59% of customers surveyed said that they may have bought another car if the salesperson had followed them up.
·Out of the 11 dealers I work with, Phone inquiry represented between 28.6% and 33.7% of the dealer's total inquiry each month.
·Out of the 186 salespeople I have phone shopped, the average call back time was56HRS
·Out of those 186 salespeople phone shopped, would you believe that only 89 asked for my name and number("the other 97 prayed I would come in")
·Out of the 89 that got my name and number 22 didn't call back at all.
·That means that 74% of salespeople either don't know what to say to their customers or just couldn't be bothered to follow up.
Why do sales people not get a name or number?
·The customer takes control of the call and after the salesperson answers all of the customer's questions the sales person loses the opportunity to ask for their name and contact details. Or they just don't know how to ask.
Why do sales people not follow up their leads?
·The salesperson has a fear of rejection or they just don't know what to say.
·The only way to fix these issues is through training.
Start Sellings Phone and follow up Process
Phone and follow up techniques, all that you will need to start changing your result today.
Focus areas;
·Getting a name.
·Getting a contact no.
·Making an appointment for the prospect to come to you or the salesperson to go to them.
·Getting the prospect to show up for their appointment.
·Selling the car over the phone and stopping the customer from shopping.
·Objection handling techniques.
·Selling the car today.
·Recording customers so their not forgotten.
·Follow up techniques to re-appoint the no-shows.
How much does a lack of training cost you?
·Well if you have one sales person in a dealership that takes 1 inquiry a day, and doesn't get a name or number, can you follow that prospect up? NO
·So if that sales person takes 1 inquiry per day, 5 days per week and doesn't get any information, that would mean they have just wasted 5 prospects per week
·So if that sales person takes 1 inquiry per day 5 per week by 4 weeks per month that's 20 prospects wasted per month
·Let's now times 20 prospects per month by 12 months in a year that would equal 240 wasted prospects that year.
·Now if that sales person had been trained to get the name and number, let's just say that we could have gotten ½ those prospects to the dealership that's 120 prospects.
·If the closing ratio of that sales person was 1/3 that's an extra 40 sales a year for that sales person and the dealership.
·40 sales @ $ 2000 average gross that's $80,000 in lost profit.
·The problem is we did that just on one sales person in the dealership
HOW MANY SALES PEOPLE DO YOU HAVE?
Can you afford not to train?
Dealer results phone
Salesperson
Phone inquiry
Names
Phone No
Appoint
Show ups
Phone Sales
%
Sold
Dealer 1
36
36
36
15
11
5
13%
Dealer 2
20
20
20
11
11
7
35%
Dealer 3
23
33
33
12
12
10
43%
Dealer 4
23
23
23
20
16
11
47%
Dealer 5
36
36
36
20
14
9
25%
Total/%
138
138/100
138/100
79/57
64/46
41/29
29%
Bench Mark
Percentage %
100%
100%
70%
60%
25%
+ 4%
If you do the same thing today, as you did yesterday, you will get the same result tomorrow.
Better results come with training and monitoring, giving dealers some benchmarks to work with and some comparisons with dealerships that have similar inquiry.
Questions to ask yourself
1.Do you know how many phone inquires your sales people have taken?
2.Who takes the majority of your phone inquiry and has that person had any formal training?
3.Have you had your dealership phone shopped on a regular basis to keep your team on their toes?
4.Do you know what your sales team are saying on the phone?
Start Learning Automotive can re-focus and re-train your team, getting you a better result today.
