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Zenith Dealer Solutions Blog

Why Do Customers Call the Sales Department?

Crossing the Barrier of Initial Contact—the Phone Call

Before the presentation, before the test drive, and before the sale, the customer must cross the barrier of the the first contact with your dealership. In most cases, this is the phone call. That call is the most desired result of your advertising efforts, and the goal here is to establish good rapport, answer questions, set an appointment, and have the customer show up to the dealership. The inability to do this will undermine the most successful marketing or advertising campaigns.

Topics: Marketing ROI phone skills phone process

Not All Calls Are Created Equally

The Calling Pain Point

I called a dealership three weeks ago because their marketing efforts worked and reached my email inbox. I’m in the market for a Ranger Fisherman 621FS. I was offered a great model with the engine I want, and a low monthly payment. I called and the receptionist told me the sales person I asked for was not available. I left a message saying I’m interested in a Ranger bass boat. "I have an older boat now that I’m thinking of selling, and please have the sales person call me back." I said.

Can you predict the alarm bells going off soon? The sales person never called me back. I left my number, name and a good time to call...Was my call worthless to this person? You know that I called another dealership afterwards. You know that I found someone else to help me. I did not call this person for a status check on a repair. I did not call about a warranty issue. I called and gave a clear indication that I wanted to buy!

Topics: Lead Management Phone Leads phone skills phone process

Every Inbound Call Is an Outbound Opportunity

There is an old saying that holds very true in business, “Fortune is in the follow-up.” When it comes to inbound calls to your dealership this could not be said better. Every inbound call is also an outbound call opportunity. It has to be if you are at all serious about maximizing leads, increasing sales, retaining customers, and keeping high CSI (Customer Satisfaction Index) scores. Start getting more comfortable with making outbound calls by preparing for them. Learn the reasons that outbound follow up calls are essential in driving traffic to your dealership and valid, proven business practices that should be in everyone’s phone skills toolbox.

Topics: phone skills phone process Dealership Performance

5 Ways to Convert More Phone Leads into Appointments at the Dealership

 Knowing how to properly re-engineer your dealership's phone performance can put you a step ahead of the competition. In his transformative business management book, Good to Great, Jim Collins explains the importance of putting people first in your company, and in this case your RV or Marine dealership. Only once you have hired the right people can you move towards focusing on the phone process and tools, phone performance goals, and engaging a BDC or call monitoring partner. Essential to your dealership's success is an understanding and execution of  how to re-engineer your phone performance. 

Topics: appointment setting staffing phone process

3 Steps to Improving Connectivity at Your Dealership to Sell More

Improve Connectivity -- The Right People at the Right Time

A high percentage of phone calls coming into dealerships do not reach the intended agent. There are many reasons this could happen, but it's typically because the person that the caller is trying to reach is unavailable. Examining and and improving staffing is a great place to start to increase your connectivity.


Topics: staffing phone process