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Zenith Dealer Solutions Blog

Marine Caller Experience Report

Happy CXDay! To help dealers celebrate servicing their customers, Zenith is releasing the Marine Caller Experience Report today.

Great boat ownership experiences begin with great phone call experiences to their dealership. The smartphone has changed boat buyer behavior and leading dealers are adopting the recently released voice recognition technologies to better serve their customers. 

Today's boat buyers have 24/7 access to information allowing them to consider more options in a shorter amount of time. The need to walk onto a lot to learn about a boat has diminished and the willingness to fill out a web form on a smartphone is minimal. Your customers are click-to-calling your store and their service expectations are high. The web has made extraordinary the new ordinary.

Consider the training and dollar investment that you have put into your web experience over the past 10+ years and compare that to your investment in your callers experience. Does your phone process and skills training offer the same level of transparency and use of technology that your web presence does? No matter what customer facing initiative you are focused on there is an element of the phone that goes with it. Zenith Dealer Solutions is committed to making every call about a boat a positive experience.

This issue of the Marine Caller Experience Report walks dealers through the call process from the moment your customer decides to call your store beyond the end of the call to the point where the caller is satisfied and telling friends and family about their experience. Enjoy.

 

 Hey there, I'm Zeni. I'm the one who listens to millions of calls to boat dealerships. Have a question about a specific phone challenge your store is facing? I've probably heard it and can provide you with answers and best practices. Prefer to speak with a humanoid? Email support@markettechpr.com

Topics: Customer Satisfaction phone training Dealership Performance

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

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

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

ZDS Phone Control Tip: Be Proactive on Status Updates in the Service Department

The sound of the phones ringing can be music to a dealership’s “ears.” However, issues handling high volume of calls to your service department can negatively impact your business and ultimately drive the customer to a competitor not only for service, but for their next RV purchase as well.

You should always keep an eye out on the pattern of calls throughout the day and implement a staffing strategy to effectively handle call spikes which usually occur between 1pm - 4pm. Routing calls during this peak period and having adequate staff is truly a problem for a lot of service departments. Hence, building a proactive “status update” process will significantly improve customer satisfaction and help alleviate call routing and high volume problems.

Topics: phone skills phone process Customer Satisfaction Service Department ZDS Phone Control Tip

The Key to Customer Satisfaction Is Synchronicity In The Sales and Service Departments

Happy customers become retained customers who stay in your sales cycle. Since customers experience both sides in your dealership, Sales and Service should support one another to improve customer satisfaction. Keep in mind that for every 20 calls to Service, there’s one call to Sales, so New Sales can get started in Service, especially if you’re a dealership taking steps to improve satisfaction and retention.

Topics: phone process retention Sales Cycle Customer Satisfaction Dealership Sales Service Department