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It’s easy to think that people don’t use the phone very much these days. With texting and social media messages acting as the medium for a lot of sales and customer service conversations, you could be forgiven for thinking that there’s no way phone sales would work \u2013 especially auto sales where people want to see the vehicle in person. The thing is, if you think that’s the case, you may want to rethink your sales strategy. Some research indicates that\u00a0<\/span>92% of customer interactions<\/span><\/a>\u00a0still happen over the phone, and\u00a0<\/span>41.2% of salespeople<\/span><\/a>\u00a0say that the phone is the most effective sales tool at their disposal. So much for a dying strategy.<\/span><\/p>\n Yet even when presented with those figures, many dealerships don\u2019t provide automotive phone training for their employees. With metrics and\u00a0<\/span>automation<\/span><\/a>\u00a0making digital interactions more attractive to businesses, training employees to be effective on the phone seems to be an afterthought at some dealerships.<\/span><\/p>\n The reality is that phone sales are alive and well, especially amid the COVID-19 pandemic, where many customers can\u2019t or are hesitant to shop in person. But as any phone salesperson will tell you, sales calls require different techniques and skills to be effective. That\u2019s why it\u2019s essential to regularly include automotive phone training for all salespeople, even seasoned veterans.<\/span><\/p>\n 1. Take advantage of call scripts<\/strong><\/p>\n Most people don\u2019t initially like the idea of reading off a script during a sales call, but research shows that\u00a0<\/span>what you say in a sales call<\/span><\/a>\u00a0can make a big difference in closing the deal. If your team doesn’t use scripts, those words and phrases that turn prospects into customers can be challenging to remember. Besides that, a call script helps a salesperson stay focused and respond to objections without the need to think on their feet\u2014something that can make all the difference between meeting a customer\u2019s needs and losing a sale.<\/span><\/p>\n 2. Be positive<\/strong><\/p>\n Since customers are frequently on the defensive when receiving a sales call, it\u2019s important that you remind your team to start each call with meaningful positivity, like referring to a common interest with the customer, mentioning fun weekend plans, or talking about something good that happened in sports or entertainment recently. Doing so will usually get the customer to lower their guard a little, giving your salespeople a chance to make their pitch and hopefully\u00a0<\/span>convert to a sale<\/span><\/a>.<\/span><\/p>\n 3. Stand up<\/strong><\/p>\n This might sound a little ridiculous, but there\u2019s\u00a0<\/span>science behind standing up during sales calls<\/span><\/a>. It not only does wonders for you physically, but standing up can actually boost your confidence, which will come through in your voice. This works best with a hands-free headset so your salespeople can essentially have a phone conversation in much the same way they would have an in-person one. Try it for a month. It may feel silly at first, but when those numbers start picking up, you\u2019ll wonder why anyone would ever sat in a chair to call customers.<\/span><\/p>\n 4. Be concise<\/strong><\/p>\n Your sales team could be the nicest, most interesting people on the planet, but your customers have busy lives. They aren\u2019t usually interested in a lot of small talk. When putting your automotive phone training together, stress the importance of getting to the point. Open the call with a short anecdote or positive comment, but then state the reason for the call and briefly explain the benefits of the call for your customer. By some estimates, the first five seconds of the call are essential to<\/span>\u00a0earn five minutes<\/span><\/a>\u00a0of someone\u2019s time. That means really honing that opening phrase into the perfectly crafted piece of sales art.<\/span><\/p>\n 5. Listen actively<\/strong><\/p>\n We usually think that we\u2019re listening to people when in conversation, but in reality, many sales reps are already thinking about their next words while a customer is talking. Automotive phone training will teach your team how to listen actively. This practice is so important because it’s impossible solve the customer\u2019s needs without knowing what they need! Encourage your team to listen to them, listen to their objections, and respond accordingly rather than trying to win them over with smooth sales talk that they\u2019ll likely see through.<\/span><\/p>\n One caveat to all this: it’s easy to get discouraged with phone sales. Something useful to include in your automotive phone training are these statistics: Sales reps must make\u00a0<\/span>six calls to close a sale<\/span><\/a>, and on average, only\u00a0<\/span>one in eighteen calls<\/span>\u00a0will eventually convert to a sale. The moral of this story is perseverance. Don\u2019t get down if the first, second, and third calls don\u2019t seem to go anywhere. Remember that phone sales require at least as much if not more persistence than other forms of selling. If\u00a0<\/span>rejections<\/span><\/a> pile up, help your team remember that it takes time, effort, and creativity to take care of a customer’s needs.\u00a0 Let success, not rejection, motivate you and your team through automotive phone training that will lead your dealership into the future.<\/span><\/p>\n5 Valuable\u00a0<\/span>automotive phone training\u00a0<\/span>tips to help you build a foundation for an ongoing, revenue-enhancing sales strategy<\/span><\/h3>\n
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