Step Two- The Sales Consultant- After receiving the customer information from the operator, the sales consultant should pick up the call and immediately use the customer’s name and acknowledge what they called about before identifying themselves.
For example, “Good morning, Joe and thank you for calling. I understand we are looking for a used truck. My name is _______ and I’m pleased to work with you today.” The customer feels like someone at the dealership already knows them and they don’t have to repeat the same story they just told the operator. You will notice the use of the word “we.” This little touch can really help the customer feel that the sales consultant is on their side. It is important that the sales consultant answer the call confidently and NOT by asking “Hi. Is this Joe?” What’s the worst that could happen when picking up the wrong line? Nothing! Offer a simple apology, put the customer back on hold and call the operator to get the correct line. No big deal!
Put this procedure into place and give it good fair try. You will notice more positive responses to your phone ups and ultimately, more appointments and more sales!
Vol 4, Issue 3