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Zenith Dealer Solutions Blog

Let's Try That Again - Missed Phone Opportunities

THE HIGHEST PERFORMING DEALERSHIPS HAVE ONE THING IN COMMON.

They act on the data from their phone calls. They use that data to improve the quality of their customers’ experiences with the dealership and continue with ongoing training for their staff, especially when things go wrong! Take these three steps to ensure that a great #CallerCX even if you miss a call.

Zenith Dealer Solutions Customer Recovery Services

BEST PRACTICES

  1. Have a dedicated phone process. Create an environment where your team doesn't have to choose between a live customer and a ringing phone.
  2. Train reception to identify new customers calling. Listen for how callers ask for "sales". Take special care of any caller that's inquires about "a boat they see on your website" These are new customers to your dealership.
  3. Log every call. Check your call logs every hour and re-engage missed opportunities and customer service concerns. Why is that we check email throughout the day, but not customer call logs?
Download CallerCX Recover and Resolve Phone Training

A great call management solution immediately notifies management staff to mishandled calls by
sending a text alarm, offering a quick opportunity to rectify the situation, recover the customer and provide meaningful feedback to the employee. Zenith Dealer Solutions automates all of this for our dealer clients.

IS ZENITH REALLY FREE?
The majority of US boat dealers have Zenith Dealer Solutions services available, at least in part, for FREE as part of a lead generation company or manufacturer paid program. If you place value on the call experience you create for your customers, have a chat with us about how Zenith can help.



 

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