EKX Drop: The Real Phone Up | Coached by Elise Kephart

November 15, 2016
Posted in BDC Sauce

I decided to make another post for ya’ll.  I thought I would change it up a bit and decided I would take a real live phone up and give some tips through out.
It is easy in the time we are living in to forget that “the phone” is a crucial tool.  If someone were to ask me today – Elise, if you could have one thing to help improve your sales -what would you have? A camera?  A computer? A phone?  My answer here would be the phone.  Yes, I said it.  The phone.  That thing that everyone has in their back pocket, purse or glued to their palm.

I don’t think it’s a secret – many dealer partner’s that I have spoken with have known their phone skills are well…they aren’t good, to put lightly. In fact – my good friend Bobbie Herron with ZMOT has quoted a humorous but truthful statement… “If you want to lose weight, you don’t need to diet or workout – just listen to your dealership’s phone calls and you will puke off some pounds.”

In all serious however – the phone call is not a joke.  How much money is your dealership or if you are a dealer – how much money are you spending to get that phone to ring?  If you can’t convert a phone up to an appointment – your advertising dollars are being wasted.
I don’t want to shove down your throat scripts…because I get it…some of us hate scripts – don’t worry , I don’t like them either but after studying the artform of the phone call and handling thousands of phone-ups between selling cars and now running my own training and consulting company – the phone when you master it, is an easy way to improve your sales.  It takes a structure at minimum with rigorous repetition on process and how to overcome objections.
Starting with some basics – are you properly picking up the phone?  How does your greeting sound?

You have two crucial things when on the phone – your tone (how you say things) and your words (what you say).  If you pick up the phone and are not in the mood to take a phone up, or are rushed, or it is an inconvenience – don’t pick up the phone.  The customer cannot see you, but they can hear what you say – if you sound like you don’t want to be on the phone-the customer will read off of how you sound and it set’s a poor first impression.
In this example – the greeting was friendly, the rep introduced themselves, said their dealership name and asked how can I help you.  All key factors in the greeting.
Often times – especially if we are used to “selling cars” we get ourselves caught up in trying to work car deals over the phone.  In reality – the purpose of a phone call is to get an appointment.
In contrast – you can’t rush to an appointment and have to have a reason for the appointment and take the customer down proper steps to get that appointment.
In this particular example – the customer asked how the lease program works.
Whenever you get an objection – align, or agree with the customer.
“Absolutely.  We have great lease promotions available – so that I better understand your needs – let me ask you a few questions.  Were you looking to lease a ________ or a _________?  Any preference on a darker or lighter shade?  One with or without navigation?  Well let me do this, so I don’t waste any of your time – let me double check to see what we have available that meets that description – should only take me about 10-15 minutes.  Are you calling from your home or cell today?  And that number is?  And how do I spell your last name correctly?  And your first name is?”
Later on in the call, the customer pulls another question and asks how much money they will need down:
“Great question.  A lot of our customer’s in the past have asked the same thing.  Typically the bank likes to see about $3,000 down – but I have seen a lot of customers put $0 down.  How much were you thinking of putting down?  Great.  I am confident with our big sale right now and being last quarter of the year we will find a way to work within your specific needs.  When are you more available – right now or later today?”
People read off confidence.  When going for the appointment – avoid words like do you think?  Could you possibly?  Are you thinking of maybe stopping by?
Ask with one magical word: WHEN.
When are you more available right now or later today?
When you give a customer options-more likely than not they will pick one of the two options.
Managing your phone calls is crucial to your success.  Even with all the ongoing technology in the world – if you don’t have structure on the phone – you aren’t maximizing your potential to make more money.
Hope you enjoyed this video blog – please share it, like it and download my free app here with free access to scripts and 24/7 contact with me.
Any questions?  Email elise@elisekephart.com