Own the Bracket: Use the Call Data to Know Where You're Failing

March 21, 2017

Make sure your dealership isn’t a one and done team.

March Madness is upon us, and we’ve already seen the emotional downfall and uphill battle that comes along with it. We understand, the frustration a busted bracket can cause can seem like the end of the world. Yes, we’ve all been there, the #1 seed you picked to go all the way, the one you planned out for weeks ahead of time, is out after round two and there goes your whole bracket down the drain.

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It's All About Follow Up: Outbound Calling

March 15, 2017

Great outbound calls start with great data, typically in the form of detailed notes in the CRM. Let's cover some of the best practices.

One basic rule for outbound calling is to note every figure mentioned, such as model numbers, stock numbers, prices, percentage rates and so on. Customer questions are the next item to save in your notes. 

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Publishing Dealership Numbers

March 24, 2016

Your customer’s phone experience starts BEFORE they even dial your number. It’s important to realize that the experience actually starts when they are still looking for a number to dial. This is why dealers need to understand the best practices for publishing call tracking numbers. Knowing the best practices helps you answer the tough questions like, “should you have separate lines for parts, sales, and service?” and “what should you be checking for?”

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Chip’s Tip of the Day: It’s More Than Just the Sales Call!

July 16, 2015

Post-Sale / Pre-Survey Trauma Calls

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.

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An Obsession At Its Finest

May 13, 2015

Let’s paint a picture that all of us have experienced in one way or another. You wake up to realize you forgot to set your Smartphone alarm. You jump up, manage to assemble a work appropriate outfit in minutes, grab the first item of food you see, and rush out the door. 

You go for your phone so that you can let your office know you will be a little late today…but you can’t find it. Your cell phone is nowhere to be found. Immediately, you turn around to get your phone. It’s inevitable, you are late, but without your phone you can’t think about anything else. You run back into your house chanting “”. Let’s face it, we are all getting pretty anxious reading this. You’ve probably checked to make sure YOU have YOUR phone at least once over the course of this paragraph!

If you’re like most Americans, you can’t spend a day without your phone – we are addicted.

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Master Your Phones, Develop Your Employees...For Free!

February 3, 2015

Your dealership has bought into doing all kinds of awesome stuff to differentiate from your competitors.  You have flashy banners on your website, you promise tires for life, incentives of thousands below invoice, and free puppy with every new car!

Doing cool stuff for your customers and offering great perks is an excellent idea to create more retention and customer loyalty. When you are focusing on ways to drive traffic into your dealership, are you confident that once the message makes it through to your customer that are you capitalizing on every opportunity when they call you? 

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Fix the Phones in 6 Simple Steps

January 13, 2015

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?

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Rethink Your Resolutions

January 9, 2015

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.

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Why Auto Dealers Should Focus on the Entire Caller's Journey

January 10, 2013

The most important link to success for a dealership is the phone. Almost any Dealer Principal or General Manager, who is engaged in measuring their phone skills, will tell you the “Alert” to a missed opportunity on the phones is the coolest thing since the first e-lead. Sure, “Alerts” save deals and customers for life with fast and appropriate response, but equally, if not more, important is monitoring your Callers’ Journey. Focusing just on missed opportunities instead of the caller experience as a whole limits profitability.

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How Many Car Shoppers Sent to Voicemail Don't Leave Messages?

November 8, 2012

There are many advocates for the use of voicemail as a tool for superior customer experience, but statistics fail to support their claim. When a caller takes pains to look up a number and call, they expect immediate answers. A voicemail does more harm than good in providing that experience, instead it acts as a major deterrent to new prospects.

Our phone statistics point that of an average of 30% of callers that don’t reach a sales agent, roughly 15% are transferred to voicemail, out of which 50% leave a message while 50% hang up on the voicemail!  

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