{"id":6239,"date":"2019-07-15T18:58:00","date_gmt":"2019-07-15T18:58:00","guid":{"rendered":"https:\/\/www.callrevu.com\/2019\/07\/15\/2-strategies-to-bump-up-service-business\/"},"modified":"2024-06-24T17:48:37","modified_gmt":"2024-06-24T21:48:37","slug":"2-strategies-to-bump-up-service-business","status":"publish","type":"post","link":"https:\/\/www.callrevu.com\/es\/2019\/07\/15\/2-strategies-to-bump-up-service-business\/","title":{"rendered":"2 estrategias para impulsar el negocio de servicios"},"content":{"rendered":"

Las refacciones y el servicio son tu sustento para superar los tiempos lentos. Pero, \u00bfc\u00f3mo consigues que m\u00e1s gente entre a tu taller, para que tu equipo est\u00e9 arreglando autos y no sentado en las cajas de herramientas? Antes de cambiar los horarios de servicio o contratar m\u00e1s t\u00e9cnicos, t\u00f3mate el tiempo para examinar tu sistema telef\u00f3nico y tu marketing de servicio.<\/span><\/h2>\n

<\/span>El aumento de las tasas de inter\u00e9s y la falta de incentivos apuntan a una desaceleraci\u00f3n del mercado de veh\u00edculos nuevos hasta finales de a\u00f1o. La NADA predice que las ventas de veh\u00edculos nuevos disminuir\u00e1n al menos un uno por ciento, y probablemente m\u00e1s. Las ventas de autos usados est\u00e1n aumentando; sin embargo, no a una velocidad que compense la p\u00e9rdida de ventas de veh\u00edculos nuevos. \u00bfQu\u00e9 deber\u00eda hacer un concesionario? Algunos podr\u00edan necesitar apoyarse en los departamentos de partes y servicio.<\/p>\n

Las refacciones y el servicio son tu sustento para superar los tiempos dif\u00edciles. Pero, \u00bfc\u00f3mo atraes m\u00e1s gente a tu taller para que tu equipo est\u00e9 trabajando y no sentado en las cajas de herramientas? Antes de cambiar los horarios de servicio o contratar m\u00e1s t\u00e9cnicos, dedica tiempo a analizar tu sistema telef\u00f3nico y tu marketing de servicios. La oportunidad puede estar al alcance de tu mano si sabes d\u00f3nde buscar.<\/p>\n

Arreglar los tel\u00e9fonos<\/span>
<\/strong><\/h3>\n

Demasiados departamentos de partes y servicio priorizan el servicio sobre las ventas. Tiene sentido que sus asesores de servicio se enfoquen en los clientes que tienen enfrente, pero esto podr\u00eda costarle clientes. Los tel\u00e9fonos que suenan y no se responden o son desviados directamente al buz\u00f3n de voz son oportunidades perdidas. El cliente promedio puede intentar comunicarse con usted una o dos veces, pero luego se rinden y llaman al taller de la esquina.<\/p>\n

Para ver si esto est\u00e1 sucediendo en tu departamento, recorre el taller durante la hora de mayor actividad del d\u00eda. \u00bfEl personal est\u00e1 ocupado en las bah\u00edas y ayudando a los clientes en el autoservicio? \u00bfEscuchas tel\u00e9fonos sonando pero nadie los contesta? Si es as\u00ed, aqu\u00ed hay algunos m\u00e9todos que pueden resolver el problema:<\/p>\n

    \n
  • Cuando un cliente deje un veh\u00edculo, agende una hora espec\u00edfica para llamarle con una actualizaci\u00f3n en lugar de darle horarios poco claros como \"despu\u00e9s del almuerzo\". Luego, ll\u00e1melo antes de la hora programada. Esto supera las expectativas, aumenta la satisfacci\u00f3n del cliente y reduce la congesti\u00f3n de llamadas.<\/li>\n
  • Utilice un m\u00e9todo de escalada para las llamadas entrantes. Si una llamada suena primero para el asesor y este no responde, su sistema telef\u00f3nico deber\u00eda poder hacer que suene para el supervisor, el gerente de servicio, etc.<\/li>\n
  • Un buen software de seguimiento de llamadas identificar\u00e1 las llamadas abandonadas por el cliente. Utiliza esta informaci\u00f3n para devolverle la llamada al cliente. Muchos apreciar\u00e1n tu iniciativa ya que quieren hacer negocios contigo.<\/li>\n
  • Designa a una persona para contestar los tel\u00e9fonos durante los momentos de mucha afluencia. Deber\u00e1 estar en el carril de servicio o poder ver el carril de servicio, ya sea directamente o mediante un sistema de c\u00e1maras. De esta manera, no transferir\u00e1 llamadas a ciegas a un asesor que no est\u00e9 presente o no pueda atender una llamada.<\/li>\n
  • Elimina las transferencias en fr\u00edo. Cada vez que se conteste una llamada, pregunta el nombre del cliente, un n\u00famero de tel\u00e9fono (asociado a la cuenta) y si la llamada es para programar una cita o hablar con un asesor sobre un veh\u00edculo que se est\u00e1 reparando actualmente. Al transferir, no escribas la extensi\u00f3n y cuelgues. En su lugar, hazte cargo de la llamada. Cuando el asesor conteste, proporciona la informaci\u00f3n del cliente. Si el asesor no est\u00e1 listo para la llamada, transfiere al cliente a otro asociado disponible o hazle saber cu\u00e1ndo esperar una llamada de regreso.\n<\/li>\n<\/ul>\n

    Publicidad de tu servicio<\/strong><\/h3>\n

    Un concesionario promedio gasta $10,000 al mes en publicidad de pago por clic o en marketing en motores de b\u00fasqueda. Menos de una quinta parte de esa cantidad se destina a promocionar el departamento de servicio. Esto representa una enorme oportunidad perdida. Especialmente si se tiene en cuenta que las ganancias de las operaciones fijas tienen el potencial de cubrir los costos de todos los dem\u00e1s departamentos de tu concesionario.<\/p>\n

    Considera aumentar tu gasto en SEM en las campa\u00f1as de servicios. No hay mucha competencia por palabras clave en el espacio de servicios, por lo que hay mucha oportunidad. Para una comprensi\u00f3n clara de qu\u00e9 campa\u00f1as y palabras clave est\u00e1n generando llamadas telef\u00f3nicas, citas y ventas, piensa en implementar una soluci\u00f3n de Inserci\u00f3n Din\u00e1mica de N\u00fameros (DNI).<\/p>\n

    Las soluciones DNI de pr\u00f3xima generaci\u00f3n asignan a cada consumidor individual que accede a tu p\u00e1gina web un n\u00famero de tel\u00e9fono \u00fanico para que puedas rastrear la ruta exacta en l\u00ednea que tomaron para encontrar tu departamento de servicio. Esta informaci\u00f3n te permite transferir dinero de campa\u00f1as que no est\u00e1n produciendo resultados a aquellas que s\u00ed lo est\u00e1n. Algunas soluciones DNI incluso ofrecen transcripciones de llamadas para que puedas escuchar c\u00f3mo se manejan las llamadas y brindar m\u00e1s capacitaci\u00f3n al personal donde sea necesario.<\/p>\n

    Las ventas decrecientes de autos nuevos no tienen por qu\u00e9 afectar tus resultados si te enfocas en aumentar los ingresos de operaciones fijas. Los clientes de servicio est\u00e1n ah\u00ed fuera. Prioriza las llamadas telef\u00f3nicas y el marketing de servicios para atraer m\u00e1s negocio y tu departamento de servicio te sacar\u00e1 adelante en los tiempos lentos.<\/p>","protected":false},"excerpt":{"rendered":"

    Las refacciones y el servicio son tu sustento para superar los tiempos lentos. Pero, \u00bfc\u00f3mo consigues que m\u00e1s gente entre a tu taller, para que tu equipo est\u00e9 arreglando autos y no sentado en las cajas de herramientas? Antes de cambiar los horarios de servicio o contratar m\u00e1s t\u00e9cnicos, t\u00f3mate el tiempo para examinar tu sistema telef\u00f3nico y tu marketing de servicio.<\/p>","protected":false},"author":9,"featured_media":3604,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[113],"tags":[],"class_list":["post-6239","post","type-post","status-publish","format-standard","has-post-thumbnail","category-call-monitoring"],"yoast_head":"\n2 Strategies to Bump Up Service Business<\/title>\n<meta name=\"description\" content=\"Declining car sales don't have to hurt your bottom-line. 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