CallRevu has been helping auto dealers improve their phones skills and processes since 2008. In that time, we have processed millions of calls and learned a great deal about the caller's journey from that call data. We want to share this knowledge by giving dealers the details they need to fix the phones.
Getting Recruited by Your Customers
When a student athlete is being recruited for college, one of the main guidelines that high school coaches and parents help their athletes/children with is to ensure that they are always seen in a positive light. Making an appropriate email address, properly identifying yourself as a respectable young adult on social media, and ensuring your cell phone handling tactics are up to par. I don’t think a college coach will be recruiting kissyface23@email.com or the athlete with the unedited ringback tone of Snoop Dogg’s new single.
Dozens of calls to your dealership each day end in a promise made to the customer. At that moment, the test begins — will you pass it?
Stop it! Stop thinking that only the connected sales call has the power to drive your dealership’s profits. Of course it’s the first thing you focus on when you think about your phone process, and it should be. That call drives the likelihood of a sale to the customer that far down the funnel.
You spend, on average, $350 per vehicle sold on advertising. Nearly every one of those dollars is designed to make the phone ring. The rubber meets the road when that call enters your dealership...but you know that.
Every call that comes into your dealership counts, and America’s best dealers count on CallRevu. Making the most of every opportunity is critical, which is why CallRevu listens to each call from beginning to end and alerts our dealers to missed opportunities in less than 24 minutes – Because the value of moving units, saving deals, and delighting customers is in the “now."
Stark waiting areas with cheap chairs, stale coffee and old magazines are a thing of service past. Present day fixed operations departments boast WIFI, modern furniture, workstations, espresso bars, and big screen TVs - all aimed at enhancing the service experience at their dealership.
“Customers are ninjas.” They stealthily evaluate everything about your dealership through myriad touch points.
Jay Baer, author of Youtility, says “60% of the decision is made before the prospect identifies himself. Sixty percent of the decision is made BEFORE a call, or an e-mail, or an entry into your lead tracking database.”
Never before has there been so many choices, so many options to gather information. Google’s latest auto shopper study reports that 95% of vehicle shoppers use digital channels to research and there are 24 touch points an automotive shopper touches before they make a purchase.
Callers are more interested in you than ever before. Can you afford to NOT have a high-level of consistent phone engagement to influence prospective buyers?
We’re already 2 weeks into the New Year and resolutions have been set, broken, tweaked, reset, and broken again. What’s the reason for the vicious cycle that seems to occur every year in January? Resolutions are typically big bold goals that oftentimes are equipped with lofty objectives for being better and doing better. Rather than looking at each new year as an opportunity to wave a wand and transform yourself, consider committing to a small series of wows throughout the year.
Small wows? Incremental advances that produce transformational results. When Disney wanted to make their resort experience more magical, they challenged every member of their staff, from executives to support personnel, to come up with new ways of improving each guest’s visit. To differentiate in the industry, you need to commit to upping the ante with an everyday verse annual strategy.
