Ditch The Distractions - Automotive's Top Performing Call Management Solution Stop chasing shiny objects! - nysada
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Automotive’s Top Performing Call Management Solution Ditch The Distractions Stop chasing shiny objects!
Robert Manuel
Training Manager
LET’S MEET!
Agenda Serving the Today’s Customer: What is SOS? What is the impact? The Impact Of COVID-19 & The Chip Shortage Connecting More Calls! CRM: Cultivating Your Book Of Business Converting Missed Opportunities + CSI Resources and next steps
Customer's love the choice….
There is an increasing demand for the ability to dictate how much of the consumer process is done remotely.
Surging Placing Reserved “Tesla Direct” Touchless 10% year over
stock prices delivery times for Delivery Delivery year growth
during restrictions at risk
COVID-19 amid shoppers +96 NPS 90 days 316% increase
surging and first No payment in SEC
demand responders Croissant
Orders
www.CallRevu.com
How do we pivot when there are less choices?
As customers have adapted to more of a remote sales theme, what happens when demand exceeds supply?
“The number of “As of May, “Toyota “Could hurt “Prices are U.S. Senate
units currently the average dealers have production for running 22% has voted 68-
sits at 1.78 discount the weakest another six above 2020 32 on a bill
million at the amount was inventories: months and and 2019 that includes
end of May, only $798; just 18 days’ result in 1.28 levels” $50 billion to
43% lower in the past, supply on million fewer -Autotrader
be spent on
than 2020, at it had been average” vehicles being semi-
MarketWatch
an average upward of made in the conductor
listing price of $2,000.” U.S. this year. production
about -Edmunds -Alliance For Auto
Innovation
$40,500.”
-KBB
www.CallRevu.com
What is Shiny Object
Syndrome?
www.CallRevu.com
www.CallRevu.com
• Focus on the true opportunities you have now
• Technology should help – not distract you!! Clear the distractions!
• Your most important resource – your people! Focus on helping them
grow
www.CallRevu.comConnectivity
www.CallRevu.comConnecting More Calls! Don’t do this!
2 3 4
Repurpose Reception All Hands!
Eliminating The Receptionist
No, don’t assign them to new tasks.
Removing the press “0” for the operator is a Meetings are
bad idea! Customers are trained to do this unavoidable.
Expand their influence in connecting calls!
and connectivity drops significantly when
customers can’t get a live person fast! Create a process to
Make them a phone champion!
manage your phones.
1
Press 1 if you’re a new
customer… 5
Some call monitoring companies use geo-
fenced spam prevention that requires
Downplaying The Phone
unrecognized area codes to be prompted with Digital retailing technology + Remote
a press 1 if they are a new customer or press 2
if they are existing customer. Sales ideology = MORE CALLS!
How is this a good first impression?Connecting More Calls: Normalize Answering The Phone!
2 3 4
So Much Cooler Online! Reception 101
Know Your Phone System
• Create a laminated guide of key functions High call volume? Begin creating a Over 1 in 3 sales calls
• Hold training for “warm transfer”
culture of educating customers on online never reach their
scheduling for Service. intended agent!
• Advanced features (hunt groups + Roll-over)
• Hardware MATTERS! • Warm transfer
Service calls make up the largest 35% of
total call volume • Email smart message
1 Optimize Line Routing
• Double Hops? Triple hops?
5
• To IVR or NOT? + IVR Prioritization Eliminate Voicemail
• Whispers 50% of customer who hit VM do not
leave a message.
• Smart Destinations
Are you using cameras?Connect More Calls! Measure what needs to be fixed.
8
7 To leave a message? Or Not? Agent Not Available 9 Call Off-Lined
• Are there other resources needed
• Customer that are leaving a message
• Is this a process
– is it for the same department? • May the issue be with how calls are routed
issue or training
to agents
• Take extra care to watch out for opportunity?
customers that did not leave a • Ex: Blind Transfers to the finance • The customer's call
message department is the one
TRUE opportunity
6! On Hold Hang Up
• Did the call drop while on hold or
10
during a transfer?
• Was the customer on hold for an
Broken Promise to Return Call
extended perios of time and later React quickly when you know that a
hung up on their own? customer has not received a promised
call back – and train accordinglyCRM: Cultivating Your Book Of Business
www.CallRevu.comCRM Adherence! Don’t do this!
2 3 4
How did you hear about us? Logging
Lead Connect
Manual entry of ad sources is often very Outbound Calls
Dealers have invested in technology that It is extremely difficult to
inaccurate. Refrain from placing trust in
connects you directly to the customer the trust that a scheduled call
your customer or salesperson providing
minute they click submit inquiry on your was placed. Valuable
accurate ad sourcing.
website. This is easily mishandled! opportunities are lost due
to insufficient follow-up.
1
Don’t Assume Contact Preference
Not everyone loves texting! Or emailing! Or 5
talking on the phone! Only Logging Appointments
Ask your customer what their preference is and Over 50% of customers who call your
make sure you’ve noted that in your CRM! never make it into the average CRM
due to contact information never being
collected. Log ALL opportunities!CRM Adherence – Capture Every Lead!
2 Framed in Reporting 3 Update those Notes 4 Outbound Logging
• Work more efficiently and save time • Best contact information • Log every call
• No additional logins or portals • Vehicle of interest • Review heat maps for best time
• Current vehicle....get that inventory! to call
• Notes made to customer record can
be found in both the portal & CRM • Focus on quality over quantity
• Time and date of the appointment
1! Push Calls into your CRM 5 Additional Information - Email
• Every opportunity sent to CRM
• Calls Mapped Properly • Offer additional information via email
or text
• Customer information sent and
added based on what is heard on • Options: digital brochure, list of
the call things to bring in, contact
information, video walk around or
• No duplicate leads intro, additional pics, etc.Converting Missed Opportunities
www.CallRevu.comMissed Opportunities! Transform losses into wins!
2 3 4
Inbound Vs. Outbound Alert Shaming
AI Database Assistant
Outbound calls campaigns are critical to
Phone opportunities are closest to making a Alerts are intended for
the health of your business but be careful
purchase! Conquer this before allocate positive reinforcement
not to commit to generating interest
budget to AI driven database mining. and coaching.
before you can cater to those who are
already interested.
1
Barging In On Calls
5
Be careful. Practice?
Few managers have the time to do this correctly! We’re talking about practice. Not a live
call. But practice?
Don’t freak out your customers by jumping in on a call
they didn’t know you were listening to!
Stop practicing on customers!Missed Opportunities! Transform losses into wins!
3
2 90 Second Rule!
Walk & Talk 4 Information?
• Avoid having to call a customer back by
• For most situations, you should not • Follow up with
transferring them to your cell phone!
spend more than 90 seconds customers with a
researching a missed call or phone • Instead of telling customers “you have to go mission to make
opportunity! put your hands on the vehicle” save the sure they received
smudges and chat with the customer while all the “information”
you research the vehicle! that they needed.
1 Mock-Up Alert Response
• Step 1: Implement an Alert System
5
• Step 2: Call Back – each
opportunity alert
Strong Close
Assign a captain to call all missed
opportunities as you are closing out your
month.Your Phones, Your Future
www.CallRevu.comRESOURCES:
Phone Guides
www.CallRevu.comRobert Manuel
Training Manager
robertmanuel@callrevu.com
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