IS20G New York Chip King Day 2 Get Dailed In!
Preview:
Citation preview
- 1. YOUR PHONE PROCESS & YOUR FINANCIAL STATEMENT CHIP KING
CEO & Partner, CallRevu GET DIALED IN!
- 2. AUDIO Your name?
- 3. The Attention to the Phone Call
- 4. Nearly 90% of our customers will start the journey on the
internet and the phone to select their dealership.
- 5. They will View 7 Call 5 Visit only 2
- 6. AUDIO Busy Sales Manager
- 7. OUR FINANCIAL STATEMENTS ARE DIRECTLY INFLUENCED BY OUR
CALLERS JOURNEY Would you agree? The national average for marketing
expense is $350.00 Virtually, all of that budget is spent to make
the phone ring
- 8. Changed The Rules! 35 million people have smartphones, and
that figure is expected to grow 40% to reach 192 million by
2016thats 60% of the country Customers google 7 dealerships but
only visit 2 73% of mobile searches trigger additional action and
conversation 55% of purchases related conversations occur within an
hour of a mobile search Smartphones
- 9. 2MM Call Report Aggregate Data
- 10. 0 100,000 200,000 300,000 400,000 500,000 600,000 700,000
SALES CALLS BLENDED APPOINTMENTS 666,635 25% 31% 2MM Call Report
Aggregate Data DID NOT REACH AGENT TOTAL CALLS 165,204 208,360
- 11. 0 100,000 200,000 300,000 400,000 500,000 600,000 700,000
800,000 900,000 1,000,000 FIXED OPS CALLS APPOINTMENTS 942,425 44%
20%DID NOT REACH AGENT TOTAL CALLS 410,009 185,248 2MM Call Report
Aggregate Data
- 12. AUDIO Nobody working?
- 13. 23% of calls (371,775) Never got throughFixed Ops Variable
Ops
- 14. 100% Result in an appointment ALL ATTEMPTED CALLS 25% 100%
Result in an appointment CONNECTED CALLS 42% SALESCALLS
- 15. AUDIO BMW, black?
- 16. 100% Set an appointment CALLERS ASKING FOR FIXED OPS 44%
100% Connected calls asking for price/inventory or appt. CONNECTED
CALLS 72% SERVICE CALLS
- 17. Selling bad vehicle AUDIO 8 minutes of hold time was taken
out
- 18. AUTO GROUP CASE STUDY PHONE HANDLING TOTAL PERCENTAGE BEST
OF THE BEST % Total Calls 8469 On Hold Hang-Up/Terminated Call 782
9% 3% Reached Voicemail Left Message 668 8% 5% Reached Voicemail No
Message 1045 12% 2% Call Answered Agent Not Available 812 10% 7%
Overall Intended Agent Not Reached/Incomplete Call 3307 39%
17%
- 19. Of Connected Calls LEAD MANAGEMENT PHONE SKILLS TOTAL
PERCENTAGE BEST OF THE BEST % Agent Identified 4704 91% 98% Agent
Not Identified 459 9% 2% Customer Information Obtained 2679 48% 63%
Customer Information Not Obtained 2941 52% 36% Agent Set
Appointment 2239 26% 35% Same Day Appointment Set 1350 60% 42%
- 20. Impact on Advertising Budget 39% of unanswered calls 61=
{LOST}
- 21. Impact on Advertising Budget 52% of the connected calls 29=
contact info was not earned, asked or received {LOST}
- 22. Appt. Set. Contact Info? AUDIO
- 23. You have always fixed what you have measured!
- 24. You have always fixed what you have measured!
- 25. The Callers Journey is so much more than a Sales and
Service Appointment Opportunity!
- 26. Post-Sale TRAUMA Pre-Survey
- 27. No idea how to make a payment AUDIO
- 28. BBB Consumer Complaint AUDIO
- 29. Smartphones Changed The Rules
- 30. Excerpt From: Baer, Jay. Youtility Penguin Group, USA,
2013-06-02. iBooks Winning customers for life requires becoming a
resource to consumers rather than simply selling to them Sixty
percent 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. Customers are
ninjas now. They are stealthily evaluating you right under your
nose.
- 31. Employee Report Cards Hold Your Trainers Accountable For
Improvement Sales Service Parts Receptionist
- 32. The informed callerdemands transparencyAUDIO
- 33. Full Name: Company: Job Title : Email: Chip King CallRevu
LLC CEO & Founding Partner Chip@callrevu.com Contact Info