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Zenith Dealer Solutions Blog

Microlearning: A Training Disrupter or a Training Strategy?

Employee training initiatives alone won’t improve job performance.

Topics: retention phone training Marine Training Employee Development PhonePerformance

Caller Experience Report: Summer Edition Release

Today, 89% of companies compete primarily on the basis of customer experience – up from just 36% in 2010. 80% of companies believe they deliver “super experiences,” unfortunately there’s a perception gap in those numbers, because only 8% of customers agree.

Topics: Tips and Tools Call Reports phone training Dealership Performance Caller Experience Customer Experience

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)

Read Page 1

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

Answer the Callers Questions

Knowledge is power and it’s Zenith’s holiday gift to you and more importantly a gift for your customers. Please enjoy this marine phone skills training module: Answer the Caller’s Questions.

 

Training Overview:

The rise of customer expectations and their preference for self-service makes it no surprise that society has gotten more knowledge obsessed. Customers crave it and consume it, yet sales representatives for marine operators don’t always share it. When you are unable or unwilling to answer your caller’s questions, you create a gap in the “wow journey” for your callers. Moments of truth make or break experiences and the moment you have to say, “I don’t know the answer, let me call you back” you risk losing your caller to a competitor and worse, leaving them with a poor impression of your store.

 

“Today, power is gained by sharing knowledge, not hoarding it”
– Dharmesh Shah, Hubspot CTO and Founder

 

Best Practices:

  1. Callers don’t just want an answer, they also want someone who can provide them with advice. To properly advise a customer you need to ask questions, is your team asking the right ones?
  2. Listening is more important than talking, sales representatives that reduce their talk time to less than 50% are more successful. Does your team “dialog” or just answer questions?
  3. Elevate your questions, customers don’t know what they don’t know so anticipate their needs and ask accordingly.  Does your team seek to understand first, then be understood?
  4. Give customers what they want – consultative information! Salesforce recently published a report, “State of the Connected Customer” that highlighted 79% of buyers said that it’s “critical or very important to have a sales representative that is a trusted advisor.” Are your team members viewed as trusted advisors?

Download a copy of Zenith Dealer Solutions: Answers the Caller’s Questions here. If you like it and want more, hit us up! We are happy to help the marine caller experience. Building a better #CallerCX.

DOWNLOAD »

 

Zenith Dealer Solutions' goal is to ensure every call to a dealership is a positive experience. 

 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

The Callers Experience Begins When they Decide to Call

CallerCX is the portion of your Customers Experience that occurs through voice conversation. That said, CallerCX begins the moment your customer decides to call your store. Human nature drives us to the web to find a business's phone number and click-to-call it. According to BrightLocal, in the past year 71% have had a negative experience because of incorrect local information online. Beyond making it easy for customers to find your phone number like e-tailer Chewy.com does, dealers should audit their Google listings' hours of operations and published phone numbers quarterly. 

All directories should be reviewed and audited especially Bing (Yelp), Facebook and Google. 93% of consumers are frustrated with incorrect information in online directories.  Consumers believe posted Google hours. And marine dealers hours often change across seasons. If Google says you are open and no one answers your customers call because your dealership is in fact closed, CallerCX declines rapidly. Conversely, if Google says you are closed when you are open, you miss calls.  The good news is that these audits and corrective actions are easy. 

24% of consumers will call a local business before going to visit it - are your numbers correct across all directories? And do you have the right numbers published? Zenith doesn't subscribe to having the same number published in across all directories, an argument agencies make to ensure their clients adhere to the Google NAP (Name Address Phone) consistency portion of the Google algorithm. Zenith places the caller's experience above number consistency and we believe Google does too. Post numbers that ring callers to the proper location as seamlessly as possible. Ring sales lines to sales, service lines to service and any special lines you have like a marina or Boat-tel to its team. We have been advising clients in this way for more than 5 years with no noticeable impact to their Google rankings. 

Mark your calendar to audit your hours of operations and phone numbers quarterly to get your #CallerCX off to the right start. 

Zenith Dealer Solutions' goal is to ensure every call to a dealership is a positive experience. 

 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

Phone and Web Lead Management

I am a 20 servant to #CallerCX and I am getting more questions today about the phone than ever.  Along with CX, AI make up the hottest topics in the consumer world. The questions I am receiving today are starting to leave the phone and include email as a natural progression towards utilizing Digital Assistants across all mediums, or omnichannel. I embrace this as for years we have trained staff to handle phone leads and web leads differently. Take the nuance of effective communication differences between interpreting written word and spoken word, thee should be no difference. Consider these 5 must-haves in responding to customer inquiries:

 

  1. Craft a compelling Greeting. If by email, work the customers question into the subject line. If by phone, greet the caller succinctly so they know who you are and understand that you are there to help them. Over 70 percent of both lead responses and voice greetings lack any specifics that convey that were here to help.

 

  1. Take time to Get Personal If you are handling a sales inquiry, show appreciation. If you are handling a customer service complaint, empathize with the callers / writer. Some of us prefer to jump in to answer questions and solve problems like a dealership superhero, but don’t. Slow down and work at the customers pace. Ask questions to get them talking about what they want in a boat or car and the supporting customer service.

 

  1. Answer the Customers Questions transparently and with supporting technology, including pricing. Feel free to pull in TrueCar pricing if you’re comfortable with it. I hear dealers screech at this proposal, but after listening to millions of phone calls I’ve ever heard a caller screech by this offer. Its 2018 and suppressing data in email and phone calls only works against dealers. And here is the real key to success, don’t just answer the caller’s questions, dedicate yourself to answering their questions while you have them on the phone. The average sales appointment set rate when you have to call a caller back with answers to their questions drops from 36% to 21%. As for the incorporation of technology in your answers, take a few extra moments when responding to leads and offer a supporting information like a personalized video to ensure the caller understands and accepts all of the details in your answer.

 

  1. Summarize with Your Dealer and/or Manufacturer Benefit Statements Having followed Steps 1 – 3 above you may already have an appointment set if by phone. If not, and if by email, explore the customers current vehicle or boat. If they are in a different brand, tell your brands benefit statement. If they are a current brand customer, sell your dealership. What sets your team apart from all the other dealers in the area?

 

  1. Strong Close We get a lot of questions around closing and its impact on great CX. Strong closing is great CX when it comes from a consultant perspective. We hear sales team members with high character ask the helpful question, “What can I do for you to help with your buying process?” And the typical customer answer is “I’m fine at the moment. Thank you.” A consultant continuously guides the next step with data and clarifying questions. This step is easier said than done and is reliant on the sales team members ability to listen and recommend. The caller tells you everything you need to know to move them down the path to buying a boat or a car. To master #CallerCX, focus on great listening skills.

Zenith Dealer Solutions' goal is to ensure every call to a dealership is a positive experience. 

 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