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Zenith Dealer Solutions Blog

Boat Sales Department Scheduling for the Phone

How to Schedule Shift-Based Sales Associates to Create a Wonderful Callers' Experience & Improve Worker Satisfaction

Topics: Scripts Caller Experience Phone Calls PhonePerformance Empathy

Responding to Caller Concerns With Empathy - The Empathy Series (Part 2)

In our the first installment of our “Empathy Series” we recapped an actual caller scenario: “I’m interested in the 2019 Nitro Z19 and Frank was supposed to call me back yesterday, but I still haven’t heard from him.”

Topics: Scripts Caller Experience Phone Calls PhonePerformance Empathy

Phone Calls: To Script Or Not To Script?

Your marine dealership is comprised of employees with different strengths, knowledge base, and skill levels. The dynamics of varying ability and experience is one reason why some dealers employ scripts within their phone handling processes.

Topics: Scripts Phone Metrics Marine Training Employee Development Caller Experience Phone Calls

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