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Zenith Dealer Solutions Blog

Marine Dealer Phone Call Readiness

Callers research extensively before they call a dealer. Put another way, caller prepare for the call. Likewise dealers need to always be 'on' and in turn prepare themselves for calls. We tend to fall into routines and answer the phone because its ringing, not necessarily eager to serve. Lets listen to a few calls to bring awareness to our mindset when fielding phone calls ourselves. 

Topics: Customer Satisfaction phone training Dealership Performance

First Call Resolution (FCR) is Resolving a Caller’s Inquiry, Need or Problem on the First Phone Call.

FCR is a powerful metric. It provides insight into your process efficiency and skill level of those handling phone calls, serving as an important KPI for your overall caller experience. Yet, it is one of the most difficult data points to correctly assess and measure.

Topics: SEO retention Appointments phone training Dealership Sales, Dealership Service Scripts Mystery Shopping Service Department listen

Create Brand Evangelists through Great Phone Calls and Boost Your Customer Lifetime Value

Lifetime Value (“LTV”) of a customer is the projected revenue that a customer will generate during their lifespan with your company. Once you understand how much a customer could potentially spend over the course of a lifetime, you’re able to allocate resources such as customer acquisition and retention programs to keep your customers calling back.

Topics: marketing phone skills

Relationships Start with Connections

Only 4% of dealership employees state their first and last name when receiving a phone call. Compare this to the 81% of employees who state their first and last name, and often title in their voicemail greeting. We tend to get focused when recording our voicemail greeting. We often change our voice inflection and record the greeting 3 or 4 times before we are happy with it. Why don’t we take that same conscious approach to handling our customers phone calls?

Topics: Customer Satisfaction Dealership Sales phone training Scripts Phone Metrics listen

Fielding New Sales Opportunities on the Phones

With boat show season wrapping up, summer is right around the corner which means boating season is about to be in full swing. Boat show attendees, inspired by the vessels they explored at the show, are now calling your dealership with questions. Your sales team may be well equipped with all the answers, but are they able to identify every sales opportunity?

Topics: Sales Cycle Dealership Sales Phone Data

Industry Debate: Local Phone Numbers or Toll Free Phone Numbers

The Internet has changed how customers decide what to buy. In 2011, Google began referring to this online decision-making moment the Zero Moment of Truth, or simply, ZMOT. The ZMOT refers to the moment in the buying process when the consumer researches a product prior to purchase. When customers can’t find the information they are seeking online or choose to take action on their decision they click to call dealers from their phone. In that ZMOT, the phone number displayed, toll free or local, has little impact on whether the customer will dial it at that moment but it does impact continuous communications with your customers.

Topics: Trackable Phone Numbers Toll Free Numbers texting

From Smartphone to Showroom—Increase Your Show Rate This Holiday Season

Today’s world is digital and mobile. Website content, texting, emails, online ads and social media dominate the landscape and mobile-based communication is the norm not the exception. According to current statistics, more than two-thirds of the U.S. population owns a smartphone and that has changed consumer interactions and preferences when it comes to a purchase from your dealership.

Topics: Mobile Phones phone skills Sales

The Common Denominator of Successful Dealerships



The highest performing dealerships seem to have one thing in common. They know what’s going on with their phone calls, inbound and outbound. They use that data to improve the quality of their customers’ experiences with the dealership, and continue with ongoing training for their staff—all based on call measurement. So how do they get that pertinent data? They track, monitor and record inbound and outbound calls.

Topics: ROI phone skills phone process phone training

Eliminate Multiple Common Calls

In a perfect world we would have no phone calls.

Just ask Mark Zuckerberg, founder and CEO of Facebook. He will tell you, “no one wants to call a business.” Since this is not a perfect world, more often than not phone calls are necessary to clarify how a dealer can meet our purchase and maintenance needs. But...

Topics: phone skills phone process Dealership Sales, Dealership Service Dealership Performance

Don't Get Eliminated On The Phone Call

Studies show that while shopping for a boat, customers will visit an average of ten websites. They will then select several (about seven) dealerships to call and visit maybe two at most. Most customers will visit only one dealership before making the decision to purchase. With all the competition out there, getting chosen as that one dealership is becoming harder and harder.

Topics: Phone Leads phone skills Dealership Sales