How to Improve Telephone Skills in Fixed Ops!

Transcription

1 How to Improve Telephone Skills in Fixed Ops! With Mark Rodriguez of Auto Client Care, Inc Moderated by Mike Bowers of DealersEdge Thursday, October 3, :30pm ET Mark Rodriguez of Auto Client Care, Inc Mark Rodriguez is President and founder of Auto Client Care, Inc, a provider of Sales and Fixed Operations solutions. Mark has served the automotive industry for the past twenty years. He brings his passion for coaching and training to those who have the desire to take their automotive phone skill sets to the next level. He has had the opportunity to work with and learn from some of the more progressive dealerships on the East Coast. Whether conducting in dealership training or conducting monthly Sales and Service BDC workshops, his straightforward approach to training and not leaving anyone behind has made him a very sought after trainer and coach.

2 Fixed Ops Phone Strategies Mark Rodriguez

3 I want to Connect with this Audience: On the bottom right portion of your screen you can see a chat box. I will be asking questions throughout the presentation. Please respond by typing your answer in the white chat area and selecting the name Mark Rodriguez just above and clicking the send button to the right of the chat box If you have questions to ask do the same except in the send to: box select Dealers Edge and then click send

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5 No Default - Don t make too many mistakes Exceed Customer Expectations Increase Loyalty Inc Retention! Demonstrate we Care! When we don t - we lose labor and parts count on the RO that translates into a loss of Gross Profit and Most important we lose a customer for life. Outstanding Active Delivery Customer Retention It s dropping But Why? Service Redemption Rates (Customers you sold coming in for Service) 32% 31% 30% 29% 28% 27% 26% Up to 25K miles Over 30K miles

6 How do Missed Calls, Hangups and Dropped Calls affect Profitability? Potential loss for a dealer can be as many as 98 missed calls per day According to DME 3 missed calls a day equates to $ 108,000 in missed revenue annually! Service Advisor Daily Priority Perform an active service delivery Promptly Greet Customers on Drive Conduct Consultative Write Up What Grinds this process to a halt? Too many waiters Too many Carry Overs Too many Status Calls Improperly booked Appts Not reconfirming service needs Review Multi Point Inspection Update Status Walk Around Check Tires Battery Etc

7 Service Business Development Center (SBDC) Types Outsourced Telephone Backstop (Overflow Calls) Outsourced Complete Incoming and Outgoing In House SBDC Schedule incoming appointments based on shop capacity Service follow-up contacts Reschedule missed appointments Notify Special Order Parts customers Sell previously recommended work

8 Confirm service appointments Schedule Special Service Campaigns Maintain dealership database Schedule New Owner Events

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10 Greeting Enthusiasm Energy Excitement Good Morning Good Afternoon Good Evening Thank you for calling Name of the dealership Give your name Where may I direct your call vs How may I help you Identify Service Concern Enthusiasm Energy Excitement Accomodating Language My Pleasure! I ll be happy to! Repeat the concern items to be serviced

11 Capture / Confirm Contact info Has your vehicle been serviced here? (If New Customer Welcome Customer and discuss Amenities!! UPDATE YOUR CLIENT S: ADDRESS Reduce returned marketing pieces BEST CONTACT NUMBER- Status & Authorization for unforeseen repair OEM Survey, Appt Confirmations and Marketing Reconfirm Service Needs Repeat original concerns Oil change Tire Rotation Is there anything else?

12 Appointments With Options Do Not Offer Wait Appointments Unless applicable Are you dropping off or did you need a ride locally? Is an early morning mid morning or late morning appt more convenient for you? Set Appointment Specific Time and Date My first available appointment with a (Shuttle ride) is tomorrow at 7:30 am or 8:20am. Which works best for you. (NEW CUSTOMERS) Do you know where we are located? Offer directions via Discuss amenities End by Thanking Customer! OK you are all set! I have you scheduled for (drop off, wait, loaner,shuttle) on this day at. Is there anything else I can do for you? Great, have a great day and THANK YOU for your business!

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14 Only 2 outcomes are possible on a retail parts call: 1. The customer is either going to buy the part from you or your competition, online, or from an independent. 2. The customer is going to either install the part by you or someone else. WHY NOT ASK THE CUSTOMER FOR THE SALE OF THE PART AND OFFER INSTALLATION? SOMEONE ELSE IS GOING TO WHY NOT US?

15 ACCOUNTABILITY

16 Alerts

17 Measure Up Group and Auto Client Care are teaming up to give the first 30 dealerships who respond via a FREE BASELINE of 30 CALLS. Measure up Group will provide similar reporting that I demonstrated live in today s Webinar. It doesn t matter if you are a dealership with one franchise or numerous franchises. We will provide at NO CHARGE an assessment of how your stores are performing on the phone in service and parts. In addition, in November we will conduct a FREE Gotomeeting session to discuss our findings and offer training tips on where and how to improve. Send your to mark@autoclientcare.com Please include your name, your title, the name of your dealership and a good call back number To reach me directly: Mark Rodriguez Cell:

18 Also, Please drop me an and I ll send these to you as well so that you can tape them to your desk or phone.

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