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Zenith Dealer Solutions Blog

The Power of Voice

Have you ever heard the saying, ''It's not what you say; it's how you say it?'' It basically means that regardless of the words you choose, the way you deliver them is far more important.

Topics: listen Marine Training Caller Experience Phone Calls PhonePerformance

Three "Must Have" Dealer Phone Skills

Topics: CRM System Phone Leads Customer Satisfaction Dealership Sales phone training Scripts Dealership Performance Phone Metrics listen

Design Your Phone Strategy in Front of Your First Touchpoint of Your Caller’s Journey (2 of 2)

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Topics: CRM System Phone Leads Customer Satisfaction Dealership Sales phone training Scripts Dealership Performance Phone Metrics listen

Design Your Phone Strategy in Front of Your First Touchpoint of Your Caller’s Journey (1 of 2)

Missed calls and poor call routing mean more than just a missed opportunity to connect with a customer or prospect. When customers can’t connect with a business, customer churn increases, brand perception decreases, and the overall caller experience is tarnished.

Topics: CRM System Phone Leads Customer Satisfaction Dealership Sales phone training Scripts Dealership Performance Phone Metrics listen

Selection and Hiring Dealership Employees for the Phone

TAKE CONTROL OF YOUR HIRING & SELECTION PROCESS

Topics: CRM System Phone Leads Customer Satisfaction Dealership Sales phone training Scripts Dealership Performance Phone Metrics listen

Let's Try That Again - Missed Phone Opportunities

THE HIGHEST PERFORMING DEALERSHIPS HAVE ONE THING IN COMMON.

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

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

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