<iframe src="//www.googletagmanager.com/ns.html?id=GTM-WCSGQX" height="0" width="0" style="display:none;visibility:hidden">

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 90% 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