Elevate with C&M Coaching

How do we make this work? What is the best way to handle applications over the phone? Do I do this in several calls or just one?! HELP!! In this episode, I will answer all those questions and you can hear a real application call. Check it out, and don't forget to share!!

Today we have a special guest, Coach Robin! She joins us to talk about Closure and the important key components of working this step into your calls, whether you have an appointment scheduled with the customer or not. Check out this episode jam-packed with tips and tricks on improving your customer service skills and SHOW RATIOS!!

TIP: FOLLOW UP WITH YOUR CUSTOMERS!! I know this is a hot topic, but I also know it is one of the most forgotten steps in the entire process, aside from calling the customer initially of course. Keep in mind a good follow-up process is gold. Listen to this podcast for awesome tips you can implement right away to up your follow-up game! 

Lots of dealership websites have applications customers can complete online, but how do we handle these calls effectively? In this week's call, let's listen to a call that was placed to a customer after she had filled out an online application. This is the first communication between the customer and the salesperson, judge for yourself how efficient he is at helping her get into a vehicle! 

The trick to leaving fewer messages is to call the customer as quickly as possible when you receive their lead. Obviously, even the fastest responders still have to leave messages, so what should they sound like? Is "good news" really that terrible? Should we answer all of their questions in the voicemail? Find out by listening to this week's podcast! 

This week let's check out a common example of what can happen if all of your staff isn't cross-trained to handle sales calls. Cross-training can be incredibly helpful for dealerships, especially smaller stores with limited staff. Anyone can handle a sales call if they are trained properly. Check out this example to see why that is crucial!

Elevate with C&M Coaching's first-ever guest on our podcast is the amazing David Brotherton. Join us as we talk about Buckeye's new Dealer Performance Groups, the BHPH United Summit and Compliance Unleashed where we will have a joint speaking session. We also talk about handling internet leads. This episode is awesome, check it out!

The harsh reality is that advertising without training is a waste of money. If we are going to invest in advertising - we must invest in training! When it comes to helping your team, provide them with tools and tracks so that they have a proper path to follow. There is a right way and wrong way to handle phone calls. Does your team know what to say on the phone? The best thing that you can do is be an advocate for your team so that they know you are as invested in their success, as you are in your advertising. In this episode, let's get real about why so many stores spend thousands to advertise but don't see a return on their investment. It's about to get uncomfortable... be sure you stick around to the end for some exciting news about next week's episode - and of course, hear the tips on how to help your team succeed! 

This week I am going back to my roots with a retail call! I started coaching retail calls in 2011 and have coached hundreds of thousands of calls since then. Listen to this episode for tips on how to open the funnel in a vehicle-focused call, set a tentative appointment and deal with customer questions. 

Check out some of the common mistakes we see with both internet lead handling and inbound calls. All of it ties in with how we communicate with the customer (or not!) and what we should be doing instead...hint: it's communicating with them!