Converting Ups to Showroom Appointments

Transcription

1 Converting Ups to Showroom Appointments Getting past the "shield" and into a face-to-face meeting With Jerry Thibeau of Phone Ninjas Moderated by Mike Bowers of DealersEdge

2 Jerry Thibeau President & Founder of Phone Ninjas Jerry first entered the automotive business as a sales representative in July of 1985 for a Subaru dealership in Waterville, Maine. By August of that year Jerry had been fired. His General Manager told him, "son, you just don't have what it takes to make it in this business." After his less than prosperous start in the automotive industry, Jerry decided to move to Rochester, NY. Since getting a job in the car business was so easy the first time around, Jerry decided to give the automotive world one more try. By September of that year Jerry had landed a sales position working for Holtz Autohouse selling Mazda's and Volvo's. Under the tutelage of veteran management, Jerry quickly became a top producing sales rep. Over the years Jerry has worn many hats in the dealership world. The last seven years have been spent as a consultant and coach working with sales people and managers on the effective techniques associated with the phone, Internet and CRM usage. Jerry has personally trained well over 10,000 dealership personnel during the last seven years. While visiting dealerships, Jerry will often get on the phone and start scheduling appointments with customers, thus earning him the nickname, "The Phone Ninja." Using creative and cutting edge training techniques, Jerry is able to deliver solutions that will help any dealership increase sales. To contact Jerry by jerry@phoneupninjas.com

3 DealersEdge Training Next Exit Jerry Thibeau Converting Internet Customers What are your closing ratios?

4 Contact Points Phone-up Chat In Person Internet Lead

5 Why Salespeople Fail With Phone, Internet & Chat? Behavioral Cues In Person Words Tones Gestures Posture Facial Expressions On The Phone Words Tones Internet & Chat Words

6 Lead Arrives Distribution Response Follow-up Where does the lead arrive? How is the lead distributed? What do you say and how? When do you follow up?

7 Lead Arrives Where does the lead arrive? CRM ILM Smart Phone Notification

8 Distribution How is the lead distributed? First Come, First Serve Certified Internet Consultant Round Robin BDC Rep Manager Distributed

9 Response What do you say and how? Auto Responder On Hours Off Hours Call or First s Templates Personalized Videos

10 Bob, Off Hours Auto Responder I just happened to be checking my and I noticed your request for information on the (model). Our dealership is currently closed, but I will be contacting you in the morning when we open. Would you prefer an early or late morning call? Also, which number would be best for me to reach you? I look forward to helping you with the (model) and thanks for choosing (dealership name). Sincerely, Jerry Thibeau ABC Motors Sent from my Blackberry

11 Bob, Without A Phone Number Thank you for your inquiry on the Chevrolet Malibu. I ve got some really great news for you, what number would be best for me to reach you? I will also follow up with more information in an that may contain pictures and video links. To avoid being caught in a spam folder, please add me to your safe senders list or simply reply to this message with I got your and that should allow my future s to reach your inbox. Please don t forget to include your best contact number. Thanks, Sig File Second

12 With a phone number Pick up the phone and call! Voice Mail Get them live

13 Voice Mail Call 1 Hi Bob! This is Jerry Thibeau from ABC motors, I ve got some really great news for you. Please call me at your earliest convenience. I can be reached at If I don t hear from you this morning, I ll try you again later today.

14 Voice Mail Call 2 Try from your cell phone and do not leave a message. Call 3 Try from your cell phone, but this time block your caller ID by dialing *67, your customers number and then hit send.

15 Voice Mail Call 4 Hi Bob! This is Jerry Thibeau from ABC motors, I ve got some really great news for you. Please call me at your earliest convenience. I can be reached at (your number). If I don t hear from you this morning, I ll try you again later today. Repeat this process until contact is made!

16 Get Them Live Use the script If appointed: Send a Thank you confirming appointment Not appointed: Before hanging up have a plan of action that includes an with required information and a scheduled follow-up call

17 Other Tips Use Jing & Screencast to create personalized videos Use flip cams to make walk around videos Every salesperson should have an about me video Use facebook as a social CRM tool Use tracking numbers in templates Use Gmail to forward s when suspecting spam issues Make management confirmation calls on scheduled appointments. Use links to positive review sites

18 Follow-up How Long do you follow up? 90 days Until they die s Phone Calls

19 Questions? More Information? Jerry Thibeau President Phone Ninjas