Phone Skills that Sell

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Welcome

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• Tweeting today’s call? Use #dalive.• Want a recording of today’s presentation?• Visit http://dealers.cars.com/live on Monday

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Webinar Audio

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Today’s Moderator

Kathy Kimmel• Director of training, Cars.com• 20 years automotive industry

experience• Connect with Kathy:

dealers.cars.com/facebook

dealers.cars.com/twitter

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Today’s Panelist

Grant Cardone• Cardone Training Technologies• Los Angeles• gc@grantcardone.com• 800-368-5771• grantcardone.com

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Today’s Panelist

Carla Wade-Williams• Internet sales, ecommerce

manager• Mercedes-Benz Manhattan• Manhattan

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Objectives

• Develop phone scripts or word tracks that engage car buyers in an ongoing dialogue

• Monitor and evaluate calls to ensure ongoing sales success

• Turn email leads and online chats into meaningful conversations

• Leverage the phone for follow-up with Internet customers

• Leave voicemails that get returned

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Phone Skills Drive Sales

• With Internet shoppers, the phone is an essential sales tool:

• Inbound calls• Outbound calls• Email and online chat follow-up

• Cars.com shoppers are three times more likely to contact you by phone than email*

* Cars.com Internal Reporting, July 2008

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Be Prepared for the Call

• Open your online listings to be on the same page with Internet shoppers

• Listen and talk carefully to understand buyers’ needs and build rapport

• Know your phone scripts or word tracks to increase your chances of scheduling the appointment

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Skill 1: Give Information to Get It

• How do you develop phone scripts/word tracks?

• How do you encourage shoppers to provide their name and contact information?

• How do you move shoppers from email/online chat to the phone?

• What tools do you use to log car buyers’ information?

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Skill 2: Ask for the Appointment

• What reasons do you give shoppers to visit your store?

• What information do you request and provide so car buyers keep appointments?

• How do you confirm the appointment?

• How do you follow-up? How do you handle missed appointments?

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Skill 3: Make the Perfect Match

• What additional cars do you present based on the lead submitted?

• How do you use car buyers’ information (e.g., wants, needs and budget) to open your inventory to other makes/models?

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Skill 4: Set Your Store Apart

• How quickly do you respond to inquiries?

• How do you handle questions about:

• Pricing• Trade-in values• Availability

• What voicemails generate the most return calls?

• How do you lead shoppers to want to buy from you?

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Skill 5: Fuel Your Business

• How do you use outbound calls to drive sales from:

• Unsold showroom• New-car, lease customers• Service department, body shop

• How do you use automated marketing tools to drive inbound calls?

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Skill 6: Train, Monitor, Repeat

• What training do new employees need? How often should additional training be provided?

• Who monitors calls? What tools do you use?

• How often are calls monitored?

• How do you share feedback to improve sales performance?

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Review

• With internet advertising, the phone remains an essential sales tool.

• Leverage phone scripts / word tracks to ensure your sales process is consistently followed.

• Remember the six skills that sell:• Give information to get it• Ask for the appointment• Make the perfect match• Set your store apart• Fuel your business• Train, monitor, repeat

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Resources for Online Success

DealerADvantage• DealerADvantage blog: Read

and discuss articles, videos and Cars.com news that drive your success dealeradvantage.cars.com

• DealerADvantage Live: Free monthly webinar offers advice on internet sales, marketing dealers.cars.com/live

• Facebook: Share, discuss internet sales, merchandising dealers.cars.com/facebook

• Twitter: Get a daily online sales, merchandising tip dealers.cars.com/twitter

Questions & AnswersThank You & Good Luck