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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

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

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

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