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Zenith Dealer Solutions Blog

The Common Denominator of Successful Dealerships

The highest performing dealerships seem to have one thing in common. They know what’s going on with their phone calls, inbound and outbound. They use that data to improve the quality of their customers’ experiences with the dealership, and continue with ongoing training for their staff—all based on call measurement. So how do they get that pertinent data? They track, monitor and record inbound and outbound calls.

Topics: ROI phone skills phone process phone training

Eliminate Multiple Common Calls

In a perfect world we would have no phone calls.

Just ask Mark Zuckerberg, founder and CEO of Facebook. He will tell you, “no one wants to call a business.” Since this is not a perfect world, more often than not phone calls are necessary to clarify how a dealer can meet our purchase and maintenance needs. But...

Topics: phone skills phone process Dealership Sales, Dealership Service Dealership Performance

Greeting Your Dealership's Callers For A Lasting Impression

In today’s technology-driven culture, email, chat and texts are increasingly popular ways to communicate. Dealers are learning and mastering these channels of communication as a necessity to progress. However, all the new technology out there cannot replace the efficiency and personal interaction of a phone conversation.
Topics: phone skills phone process Dealership Performance

Reviewing Phone Calls Leads to More Sales and Higher Customer Satisfaction

There is nothing easier for a customer to do than to click-to-call a dealership from a search or advertising link. The convenience of today’s technology coupled with the health of the industry leads to phone calls outpacing internet leads 4:1, according to current dealership call data. With phone leads on the increase, the need to handle each one correctly is paramount. Mistakes on calls hurt sales and lower customer satisfaction.

Many dealerships find themselves doing a not-so-great job on the phones. Reviewing calls can be an eye(ear) opening experience for many, who find that their sales reps are not consistent or simply make the same mistakes repeatedly. Most common errors upon review are:

Topics: phone skills phone process Dealership Sales phone training

The Power Of The Sales Calls Log

Every day, a busy boat dealership will receive and handle a large number of calls. How agents at that dealership handle those calls will decide customer satisfaction and ultimately increased or decreased sales. One of the most important calls into the dealership is the sales call and having the ability to know exactly what happened is a powerful tool that let's you make the most of each opportunity. A sales calls log provides complete visibility into outcomes and calls that need immediate attention, follow up, or re-engagement. This is exactly the tool a dealership needs to make the most of each lead and provide training for staff if they are falling short in converting interested customers to appointments.

Topics: ROI phone skills phone process Dealership Sales

Best Methods for Outbound Calling

Your dealership needs to focus attention where it's going to have the most success. That doesn’t mean stopping writing emails, nor creating a robust email library which you can utilize in your CRM workflow. CRM can send out automated emails for fresh leads, old leads, and sold leads, while you focus on where the money is—the phone.

Topics: phone skills phone process 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 Right Metrics For Measuring Phone Success In Your Dealership

Data can be overwhelming and looking at the wrong data can be disastrous. It’s very important to know which phone metrics require your attention and how those metrics drive profit and culture change at your dealership. Unless you have the right benchmarks in place for comparative purposes, you’re just collecting data. Is your dealership improving performance on the phone? Setting more appointments? Making the confirmation, follow-up and outbound calls they need to make? Are you gathering contact information for CRM, driving CSI up? The metrics you look at can give you valuable insight into what's happening on the phones right now and how you can improve the success you're having on the phones.

Let’s define your “success metrics.” These are “gauges on the dashboard,” that you should constantly review and improve. They are below in red.

Topics: phone skills phone process Dealership Sales Phone Metrics

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

A Weak Confirmation Call Process Costs Your Dealership Money

In this blog, let’s talk about another call that can improve your bottom line or cost you money. This is the confirmation call. Every inbound call requires and outbound response, we know that. In this case, let’s say the appointment is set on the inbound call. Now, it’s time for the appointment confirmation call.

Topics: phone skills phone process Appointment Confirmation Dealership Performance