Communication

Facts to Consider:

• Customers who call Dealerships today are much more well informed than Customers in the past
• Customers who know more expect more from the Dealership over the phone
• Internet Customers who research online will call the Dealership many times for additional information resulting in a higher call volume
• Confirmed appointments are more likely to show
• Customers visiting the Dealership on a confirmed appointment are more likely to buy a vehicle than a "walk-in"
• All incoming phone leads should be integrated into your CRM System for long term follow-up

Communications:

• Introducing effective communication skills help build relationships and ensure maximum results
• Becoming a more effective listener develops your ability to discover your Customer's true wants and needs
• Learn to use your developed communication skills to turn objections and concerns into appointment opportunities

Winning Phone Principals:

• Being non-confrontational
• Offering choices
• Providing alternatives
• Responding positively to customers objections
• Gathering additional Customer information
• Helping Customers attain clarity in their vehicle wants
• Approaching the appointment process professionally

Phone Skills and Communication

Customer Service Representatives with good communication skills are more likely to set up appointments that will show at your Dealership. Their attentiveness to your Prospects when they call will make the Prospect more comfortable in coming to your Dealership. Good listening is the beginning of a great business relationship. It is not always what we say but how it is said. Professional people get professional results time after time. BDC PROS is staffed by Professional people!