By Jessica Kain
In today’s world we all know how important the Internet is. We are all aware of the importance of embracing websites, email, social media and more. Although many of us are making great strides, there is a very important element we are missing.
The importance of a quality phone call is still as important as ever. In the high paced dealership environment we must all step back and think before we answer or call a customer. The few seconds before we pick up the phone are the most important time to ask ourselves the 3 most important questions.
- Can I help this customer?
- Can I deliver the information they are looking for in a proper manor?
- Can I differentiate our dealership in these next couple minutes?
Let’s answer those 3 little questions:
- The absolute most important element is to simply help the customer. It sounds like such a simple task, but so many dealerships refuse to do it, eliminate the back and forth games. The customer is just as busy as you, which is why they rely so heavily on the Internet to answer their questions. They took the time to give you a phone number and ask a question. You have the power to help them, remember that.
- Can I deliver the information they are looking for in a proper manner? Your team needs to be able to “talk pretty”. Creating polite and empathetic verbiage in your dealership’s culture is beyond important. We as a team in the Automotive Industry need to break down those stereotypes. By delivering the information to the customer in eloquent manner makes all the difference.
- Can I differentiate our dealership in these next couple minutes? I am talking about delivering a quality phone call that helps the customer by answering the question and delivering that answer in an eloquent manner. Most of the time, the customer will decide whether they want to do business with you from just a call. Differentiate your dealership from the rest by just teaching your team the simple importance of being polite, empathetic and helpful over the phone.
Our BDC, Internet, Sales and Manager team members absolutely have to be able to answer these questions before they pick up a phone. With the power of education over the Internet customers are choosier than ever. They know what they want, how much they want to pay, and everything about your dealership before they even submit a lead.
Jessica Kain is client relations manager for Kain Automotive. Read the full article here.