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Zenith Dealer Solutions Blog

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?

There’s one very important thing that everyone should do before heading into a job interview, giving a big speech or- yes answering a ringing phone in a boat dealership. In this talk from TEDGlobal 2012, Amy Cuddy, a social psychologist at Harvard Business School, suggests that ever sales professional should spend two minutes power posing. What, you ask, is power posing? It is adopting the stances associated with confidence, power and achievement — chest lifted, head held high, arms either up or propped on the hips.

As Cuddy explains, both humans and animals express power through their bodies. They tumble in on themselves when they feel unsure, making themselves smaller by hunching over, crossing their arms over their chest and avoiding big movements. When they feel on top of the world, they sprawl out. Cuddy wondered—could adopting these postures change a person’s internal state and make them feel more powerful? Watch it:

https://www.ted.com/talks/amy_cuddy_your_body_language_shapes_who_you_are?language=en

Always identify your store and yourself to the party that is calling. To sound as professional as possible, give your first and last name. We all know how to answer the phone and introduce ourselves. Greeting our callers with a warm reception is a decision and for some of us it comes naturally and for others we may have to power pose.

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