Did you know that your inbound sales call is often your dealership’s hottest lead, representing customers closest to making a buying decision? Sadly, it’s also where many dealerships experience significant profit loss, with a large percentage of these callers ending up shopping elsewhere. At Proactive Training Solutions, we understand that mastering the crucial initial moments of contact and effectively handling objections are paramount to converting inbound calls into sold units.
Our specialized training programs are designed to equip your team with the proven skills and strategies needed to excel on every inbound call, ensuring you capitalize on these valuable opportunities and drive more sales.
The Decisive First Impression: Setting the Stage for Success
In today’s market, car shoppers are more informed and have more choices than ever before. From the moment they dial your number, they are evaluating you and your dealership. You won’t get a second chance to make a great first impression. Our automotive phone training emphasizes how to:
- Answer the Call Professionally and Enthusiastically: The initial greeting sets the tone for the entire interaction. Ensure your team answers promptly, clearly identifying themselves and expressing genuine enthusiasm to assist the caller.
- Build Instant Rapport: Create a connection with the caller from the outset by being friendly, attentive, and demonstrating a genuine interest in their needs. Remember, people do business with people they like.
- Act as a Trusted Advisor: Position your salespeople as knowledgeable professionals who are there to guide the shopper through the buying journey, rather than just taking orders. This builds trust and encourages the caller to rely on their expertise.
- Control and Direct the Conversation: Take charge of the call by asking insightful questions to understand the caller’s specific requirements and guide them through a structured process. This ensures you gather the necessary information to provide tailored solutions.
Navigating Roadblocks: Overcoming Price and Other Objections
Objections are a natural part of the sales process, and how your team handles them can be the difference between a lost lead and a closed deal. Our training equips your team with proven techniques to address objections with confidence and turn them into opportunities:
- Mastering Price Objections: Price is a common concern on inbound calls. Our training provides specific strategies to address price inquiries effectively, emphasizing the value proposition and guiding the conversation towards an in-person appraisal (for trades) and a showroom visit to discuss specific options.
- Don’t Immediately Discount: Instead of focusing on price alone, highlight the value of your vehicles, the dealership experience, and your team’s expertise.
- Proactively Discuss Trade-Ins: Engaging the customer about their trade early in the conversation can help deflect price objections and focus on the overall transaction.
- Be Transparent About Pricing: Provide an accurate starting price while explaining that the final price will depend on specific choices and options.
- Build Value: Emphasize the benefits of doing business with your dealership, such as exceptional service and a positive car buying experience.
- Addressing Other Common Objections: Beyond price, callers may have concerns about financing, vehicle availability, or the overall buying process. Our training provides word tracks and strategies to address these objections effectively, instilling confidence in the customer and encouraging them to take the next step.
- Turning Objections into Opportunities: View objections not as roadblocks, but as opportunities to understand the customer’s concerns better, build rapport, and provide tailored solutions that lead to a sale.
The Ultimate Goal: Converting Calls to Showroom Visits
The primary objective of effectively handling inbound calls and overcoming objections is to get the customer to visit your showroom. Our training provides your team with the skills to:
- Effectively Set Appointments: Learn proven techniques to confidently ask for and secure firm appointments.
- Highlight the Benefits of an In-Person Visit: Emphasize the advantages of coming to the dealership, such as test driving vehicles, discussing options in detail, and receiving a personalized experience.
- Create Excitement and Urgency: Generate enthusiasm about visiting your dealership and create a compelling reason for the caller to schedule an appointment now.
Our specialized training programs are designed to equip your team with the proven skills and strategies needed to excel on every inbound call, ensuring you capitalize on these valuable opportunities and drive more sales.
