[Phone Skills] Off-Lining Calls Doesn't Help You Sell Cars
Unless you've been living in a cave, you've heard one of this summer's biggest hit songs that goes something like;
“I just met you, and this is crazy, but here’s my number, so call me maybe.”
You may have bought the single and you may have not. Don't worry, I wouldn't judge you either way. This reference just reminded me of a troubling issue at many auto dealershiops and I have a feeling that the chorus of this song sounds very familiar to you.
We have conversations with callers that end like that every day. People call asking for information about a vehicle they are interested in, we speak with them for a few moments then says something like:
“No Problem, let me check on that and I’ll call you right back. What’s your number?”
We’ve 'known' this person for MAYBE 3 minutes or so and we expect them to hand over their phone number!?! Usually, people will politely provide it, but will they answer the phone when called back? It's not likely for a couple of reasons.
Here again is any area where technology “speed bumps” our success. When we call back (if we even remember to do so) the caller will very likely be able to see that it is us calling. So they will only answer the phone if they still need us!
While we were doing whatever we needed to do to help that caller buy a car -- checking inventory, finding the price or vehicle information -- the caller may have been calling the competition, researching online and, or more likely, losing interest. If enough time passes, they might not even recognize your number because they can’t remember calling you in the first place. I certainly don't answer calls from numbers I don’t know.
Here’s my number, call me maybe --- or maybe I won’t answer?
The data shows that you will only get back in touch with roughly 50% of those you offer to call back. The vast majority of these call backs will end up with a message left on a machine which never gets returned. Think that’s a coincidence?
You know it—you’ve been there haven’t you?
How do we make them want to talk to us again? We earn their respect by giving respect. We gain their trust by acting trustworthy. We get their information because they WANT to offer it to us and not just because we want it!
Earn the right to speak to the caller again. Handle each call right the first time! Want tips on how to do this? Stay tuned to this blog because this weekend we're going to share our 4 Strategies to Combat Off-lining.
photo credit: [ captivated ]
via photo pin cc