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Zenith Dealer Solutions Blog

Why Text-Enable Your Phone Lines?

There’s an undeniable revolution in the ways we communicate. Until recently, we communicated through letters, face to face, and land line phones. The advent of the computer, the internet, and the smartphone introduced new modes of communication—emails and texting are very common and social media is not far behind.

Topics: phone skills Dealership Sales texting

The Value Of Mystery Shopping For Dealers

Selling high-end products such as boats requires an understanding that the customer journey from interest to purchase is very different from ordinary B2C sales. Customers think and behave differently when buying expensive items and the sales cycle often mimics a B2B transaction cycle. Your dealership needs to have insight to this buying process to makes necessary improvements.

Topics: ROI Customer Satisfaction Dealership Performance Mystery Shopping

ZDS Phone Control Tip: The Importance Of A Warm Transfer

Nothing is more frustrating for a caller than to be transferred to the wrong person or department. A good phone process sets the tone for your dealership and shapes the caller’s perspectives of how it is to do business with you...easy or difficult. Taking customer service a step further, placing a caller into a queue or directly to voice mail if an agent is not available, without so much as a warning to the caller, is not desirable.

Topics: phone skills Customer Satisfaction Dealership Performance

Greeting Your Dealership's Callers For A Lasting Impression

In today’s technology-driven culture, email, chat and texts are increasingly popular ways to communicate. Dealers are learning and mastering these channels of communication as a necessity to progress. However, all the new technology out there cannot replace the efficiency and personal interaction of a phone conversation.
Topics: phone skills phone process Dealership Performance

Reviewing Phone Calls Leads to More Sales and Higher Customer Satisfaction


There is nothing easier for a customer to do than to click-to-call a dealership from a search or advertising link. The convenience of today’s technology coupled with the health of the industry leads to phone calls outpacing internet leads 4:1, according to current dealership call data. With phone leads on the increase, the need to handle each one correctly is paramount. Mistakes on calls hurt sales and lower customer satisfaction.

Many dealerships find themselves doing a not-so-great job on the phones. Reviewing calls can be an eye(ear) opening experience for many, who find that their sales reps are not consistent or simply make the same mistakes repeatedly. Most common errors upon review are:

Topics: phone skills phone process Dealership Sales phone training

To Script, Or Not To Script?

Some salespeople will say that they hate using scripts when answering calls, but the reality is that scripts can be a real advantage in the dealership's sales methodology. Word tracks, or scripts, for boat salespeople are becoming more accepted and leading boat dealerships see clear advantages to using them.

Topics: phone skills Scripts Sales

The Power Of The Sales Calls Log

Every day, a busy boat dealership will receive and handle a large number of calls. How agents at that dealership handle those calls will decide customer satisfaction and ultimately increased or decreased sales. One of the most important calls into the dealership is the sales call and having the ability to know exactly what happened is a powerful tool that let's you make the most of each opportunity. A sales calls log provides complete visibility into outcomes and calls that need immediate attention, follow up, or re-engagement. This is exactly the tool a dealership needs to make the most of each lead and provide training for staff if they are falling short in converting interested customers to appointments.

Topics: ROI phone skills phone process Dealership Sales

Best Methods for Outbound Calling

Your dealership needs to focus attention where it's going to have the most success. That doesn’t mean stopping writing emails, nor creating a robust email library which you can utilize in your CRM workflow. CRM can send out automated emails for fresh leads, old leads, and sold leads, while you focus on where the money is—the phone.

Topics: phone skills phone process Dealership Performance