Automotive BDC Workshop; Inbound Phone Call Handling

11. Sample The Science of Phone Scripts Phone Call Use Roadmap Understand the why Create chemistry not conflict Be conversational Be clear and to the point Attempt to connect with the customer Obtain same information consistently Find common ground Help gain clarity Provide minimal amount of choices Create desire Create sense of urgency Give reasons to choose dealership Ask for appointment logically Setup choice close Home Back Next

12. Sample Phone Call Home Back Next Start Page

13. Sample Analyze an Inbound Phone Call Phone Call Does the Coordinator… • Speak in a friendly tone so that you can hear a “smile” in his/her voice? Yes No • Maintain control of the conversation? (Who’s asking the questions?) Yes No • Gather information on the customer’s vehicle wants & needs? Yes No • Have all relevant information at their fingertips? Yes No • Answer the customer’s questions in a professional manner? Yes No Home Back Next Start Page

14. Sample Analyze an Inbound Phone Call Phone Call Does the Coordinator… • Obtain the customer’s name and phone number? Yes No • Get an additional phone number and/or email address? Yes No • Schedule an appointment? Yes No • Set the stage for the Confirmation Call? Yes No • Sound like he/she is reading a script? Yes No Home Back Next Start Page

15. Call Recording Call Recording •Coaching •Accountability •Advertising Home Back Next Start Page

16. Inbound Calls Metrics •How many inbound calls? •How many appointments set? •How many are kept? •How many sales? Home Back Next Start Page

17. BDC Analysis Metrics Chart Metrics 02/07/2004 3,881 2,156 1,198 633 16% 53% 55% 31% 56% 6,861 2.979 1,688 874 13% 52% 57% 25% 43% 6,478 1,502 859 392 6% 46% 57% 13% 23% Home Back Next Start Page

18. BDC Analysis Metrics Chart Metrics 02/07/2004 3,881 2,156 1,198 633 16% 53% 55% 31% 56% 2.97 13% 52% 57% 25% 43% 6,861 1,688 874 31% 56% 3,881 2,156 9 1,198 633 16% 53% 55% 6,478 1,502 859 392 6% 46% 57% 13% 23% Home Back Next Start Page

19. BDC Analysis Metrics Chart Metrics 02/07/2004 3,881 2,156 1,198 633 16% 53% 55% 31% 56% 6,861 2.979 1,688 874 13% 52% 57% 25% 43% 6,478 1,502 859 392 6% 46% 57% 13% 23% Home Back Next Start Page

20. Best Practices Wrap-Up • Use the script 100% of the time • Utilize welcome board • Make appointment conference call • Combine appointment outcome with two-day follow-up call • Assign appointment to manager not salesperson • Use BDC coordinator handbook • Gather email address/additional phone number • Record inbound calls • Analyze weekly metrics Home Back Next Start Page

21. Resources Wrap-Up Inbound Phone Pages ##-## Home Back Next Start Page

Automotive BDC Workshop; Inbound Phone Call Handling

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