phone skills

Overcoming Objections on the Phone: Can You Send Me Some Pictures?






  Overcoming Objections on the Phone: Can You Send Me Some Pictures? TRANSCRIPT: Now here’s an objection, or question, that we often get when we’ve just posted a vehicle to our inventory online. The question is: “Can you send me some pictures?” Right? We can get that via text; we can get that via email, or(…)






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Overcoming Objections on the Phone: Is That Your Best Price?






  Overcoming Objections on the Phone: Is That Your Best Price? TRANSCRIPT: Certainly, not every objection that we hear over the phone is going to come in the form of “No”, “I don’t want”, “I can’t”. Sometimes objections come disguised as questions. In fact, we should look at every question as a form of an objection,(…)






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Overcoming Objections on the Phone: AIM – Acknowledge, Ignore, Move On






  Overcoming Objections on the Phone: AIM – Acknowledge, Ignore, Move On TRANSCRIPT: Hi, Steve Stauning here with another ‘Steve Stauning Short and Sweet Video Training Session’. Today’s lesson is on overcoming objections, but, specifically, this video series is dedicated to overcoming objections on the phone. Now, you can use the same kind of strategies in(…)






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Receptionist Training: How to be the Best Receptionist Ever!






  Receptionist Training: How to be the best Receptionist Ever! TRANSCRIPT: Listen, if you answer phones and/or greet guests for your company, you are the one person who will be making a first impression on almost everyone your company ever does business with. You are the public face of your company! This makes you the(…)






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Appointment-Driven Communications – Part 17






Appointment-Driven Communications – Part 17 TRANSCRIPT: Before we wrap up this ‘Appointment-Driven Communications’ class, I want to make sure that you understand something. I said earlier that I hate phone training. The reason that I hate phone training is you leave phone training sites and then you never change a thing. I don’t want that to(…)






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Appointment-Driven Communications – Part 16






Appointment-Driven Communications – Part 16 TRANSCRIPT: Now, because this is more of a talk track class, more of a phone skills training class, if you will, and not the full ‘Creating an Appointment Culture ‘class, we’re not going to go through all four steps of the perfect appointment, but, we will touch on two that have(…)






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Appointment-Driven Communications – Part 15






Appointment-Driven Communications – Part 15 TRANSCRIPT: So many teams, in automotive, lack discipline. It doesn’t make you bad people. You just are so easy to get off the phone. Someone says they’ll be in Saturday morning and your team doesn’t want to screw up that deal, they think they’ve got a Saturday appointment, so they say,(…)






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Appointment-Driven Communications – Part 14






Appointment-Driven Communications – Part 14 TRANSCRIPT: Okay, we’ve talked about the ‘why’ you need to use these talk tracks to drive an appointment culture. We’ve talked about why you need appointments. In general, why you want to live in an appointment culture. We also did the ‘whats’. The ‘what’ to say, right? What the talk tracks(…)






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Appointment-Driven Communications – Part 13






Appointment-Driven Communications – Part 13 TRANSCRIPT: I hope you’ve noticed that throughout this training I talk about 5:15, 5:45, which one works better for you? Notice that I never say, “Would you like to come in at 5:00?”, or, “I’ve got a 5:30”. See, appointment times matter. People are more likely to show up at the(…)






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Appointment-Driven Communications – Part 12






Appointment-Driven Communications – Part 12 TRANSCRIPT: Okay, let’s do a couple of goal driven voicemails, right? Just so we know we’re on the same page and you can hear them all the way through. These are not all the talk tracks that we have and not all the appointment driven talk tracks that you might use,(…)






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