Modern Solutions for Modern Dealers
CALLS, CLICKS
AND CHATS
WHERE MARKETING ENDS
AND SELLING BEGINS
Greg Wells
President
AllCall Automotive Contact Center
Cell/text 859.983.0370
greg@myallcall.com
@gregwellsKA
•22 years in the dealership.
•18 years corporate trainer
•Started a BDC in 1993
•First Website -1996
•Industry Columnist – Auto Dealer Monthly
•NADA, NCM, ESummit 4.0, DigitalCON, DSUS, Kain
Automotive and Digital Dealer Presenter/ Speaker
•Veteran of the United States Navy “GO NAVY”
2
In
Dealership
Contact
Center
Why do customers choose a dealership?
1. COMPETITIVE PRICE
Do you have a
price advantage?
2. QUALITY OF
INTERACTION
Served, not sold
3. REPUTATION
Think Like Your Customer
Treat Them With Tender Loving Care
CALLS
“What you focus on
determines what you miss.”
Lou Holtz
13
Customer Engagement/Interaction
18000
16440
16000
14000
12000
8550
9620
10000
8000
3650
6000
4000
2000
0
620
Showroom
Visitor
1820
490
Internet
Leads
Closed
ROs
Voicemails
Website
Visitors
Outbound
Calls
Inbound
Calls
Each of those
rings is a
chance to
WOW a
customer!
16
Elements
of Great
Phone
Etiquette
Mapped Call Flow
Talk Pretty
Permission Based
Warm Transfers
Voicemail Greeting
Paging
Ending a Call
Certainly
My Pleasure
I’d be happy to
I apologize
Thank You
I’m glad you
called
Right Away
I understand
Please allow me…
SAME DAY
APPOINTMENT
Have you purchased or shopped
here before?
Have you used the Internet to
buy a car before?
How did it go?
By the way, what are you driving
now?
Why are you trading?
Are you familiar with our
Priority Appointment?
What will you give me for my trade-in?
Most of our customers have done their research on sites like Kelly Blue Book and Edmunds and you can expect a similar value here. The good news is used
vehicles are in great demand and you can count on an aggressive bid for your trade-in, how does that sound?
But I owe _______. I understand, we work with customers every day in that situation. Our managers will be sensitive to that and prepare a proposal that
will include paying off your trade.
Is that your best price?
Used Car - Our customers have taught us the best policy is to put our best price on the website. We have very sophisticated software that spiders the web
for the true market value of a car and we price It accordingly. We always offer a competitive price and will have documentation available for your peace of
mind. Fair enough?
New Car – (Detailed response customized per client) – Sample: That is our Internet price, but most customers tell us it’s the deal as a whole that makes
them happy. We work really hard to make the price, incentives, interest rate, trade-in value and monthly payment add up to a great deal you can easily say
yes to! Sounds like we just need to get together…
I live too far away.
I understand. I’d want to make sure I wasn’t making a wasted trip too. Probably the reason you called us is because your having trouble finding the deal or
the car you want close to home, is that correct? That doesn’t surprise me, we do business with customers all over the __________. What we’ve found is
that if we can get the basic parameters agreed upon we’ll have no trouble fine-tuning the terms to your agreement. I’d be happy to set up a Priority
Appointment for you. Are you familiar with _____________ ? What’s your schedule like this week?
Am I approved?
You are pre-approved. All you need to do is meet with our Finance Manager. He or she will verify your identity, ask you a few more questions about
income, job time, etc. He’ll then be able to establish a line of credit and help you find a car that meets the banks conditions. It’s that easy. You can even
take delivery the same day!
What’s my payment or interest rate?
“As far as your ______________ is concerned, that’s based on your credit rating, past payment history, down payment, trade value, payoff, taxes and
length of the loan. For your privacy I am not privy to that information, but I will tell you we rarely miss a deal over the _____________. Once we find a car
you will enjoy getting in and out of for the next 3 or 4 years, the price will fall in place, it always does. Besides, we wouldn’t expect you to buy if the
______________ isn’t right for you?
CLICKS
DAY ONE
The Most
Important
Day
IDENTIFY YOUR CUSTOMER!
Have I bought from you before?
Am I local?
Where am I in the process?
Did I buy my trade from you?
Do I use your service department?
Have I requested information online?
Have you GIVEN me information online?
Have I been in your showroom recent
Quick Connection Call
Use a Call Guide
Video in you process
THE
SHOWROOM
VISITOR
Appointment Process
SET
APT is set with a Sales
Manager. AllCall advises
customer of visit
prepara on.
Notes: 25 word minimum.
Follow Up
MGR adds notes to CRMInspects status in CRM and
ranks unsold customer.
Confirma on
Send confirma on email
Confirma on call within 24
HRS of APT.
CRM
MGR marks APT show and
assigns salesperson in CRM.
Follow Up
Next Day AllCall makes APT
Outcome Call.
Prepara on
Showroom prepares car for
customer visit
Recep on
Customer Arrives and is
seated in showroom. MGR
greets customer and sets
visit expecta ons.
Future Ac ons
Update/Edit Customer
Record. Verify follow up
campaign.
Follow Up
Salesperson update status
Download at
www.myallcall.com/dealercon
greg@myallcall.com
859.983.0370