Car Dealer Phone Ups: The 5 Types You Handle Today (PART 2)
TRANSCRIPT: The second type of phone call that your team will find themselves involved with today, is ‘selling’. The reason you are in a selling phone call is just the result of our shooting ourselves in the foot.
No customer today is hoping your team will sell them over the phone. I’ll repeat that – no customer today is hoping your team will sell them over the phone. In fact, the whole reason they called you is because they want to avoid sales pressure. Selling over the phone is a losing proposition today. You cannot sell the car over the phone and no one wants you to.
The customer was just looking for more information. Maybe they were ‘inquiring’ and we’ll get to that call in a minute. You went into full-on salesman overdrive on them by asking them something completely inane like, “Are there any colors you wouldn’t consider?”
These people have done 19 hours of research, they’ve chosen your vehicle. They want to come in and buy the car, and you ask them full-on salesman mode questions like, “Are there any colors you wouldn’t consider?” See, you lost this call the minute you started speaking, Champ. You really did.
BDC’s who only set appointments never try to sell the car, so they win way more often than your seasoned sales reps.