Call before you leave!
Let’s face it, watching the clock run out on your shift can make the last hour of the day feel like the longest. If you feel this way, it’s because you’re focused on the time instead of making the most of it.
You’re also missing out on one of the most valuable times to follow up. The first hour and the last hour of your day should be your highest levels of activity. This will increase your contact rate with customers, help time pass more quickly by being productive, and set you up for success the next day.
Call the last 3 days of leads in the last hour of your shift.
Every Day.
You should have a copy of the outbound phone guide available to help you through the phone call.
If you do not have a printed copy, you can access the file by clicking your store’s link below:
Below is a training guide for the initial phone call and introduction, followed by the next steps in the last hour of your shift. Even, if you are a veteran that has been doing this for a while, you should review this process regularly to help maximize the hard work you put into converting your internet leads.
The “Why”:
Think about it: if you were looking to purchase a house and your realtor called you at 8:30 while you were in a sales meeting, you probably wouldn’t answer. (Please don’t do that; it would be really disrespectful to your sales manager).
Imagine that your day continues, and you’re busy with customers all day. You forget to make the call during lunch because you were just trying to eat something, clear your head, and keep moving.
When would be the next time you’d truly be available for a call?
That’s right, on your way home from work. In fact, even if you didn’t want to take someone’s call, you’d probably answer just to dismiss it so you could get back to blasting Coldplay and having a good cry. Don’t deny it—we all heard the music when you were pulling away. We’re starting to get a little worried Sam.
We trying to be that phone call at the perfect moment—whether you’re leaving at 5 or 6, we want to catch your customer while they’re sitting in their car, contemplating a new one. If you’re leaving at 7, we strive to be that post-dinner call when the family is together, and decisions and conversations can happen. Adjusting your timing and making calls at the right moments will result in higher contact ratios and increased sales. As an added bonus, it will also make your last hour of work more productive.
Thoughts:
Sit up straight, smile through the phone, and slow your breathing so your introduction sounds natural.
Your goal is to create a strong introduction by clearly identifying who you are, how you received the customer’s information, and why you are calling.
We want to recreate the moment when the customer first saw the vehicle online and decided to send their information to us. Achieving this quickly will help generate a greater sense of urgency and excitement for the customer.
Make sure you understand your lead thoroughly so you have a solid foundation for what the customer is looking to achieve. For a list of leads and examples of introductions, please consult the Lead Source Guide
How it sounds:
“Good Evening, could I please speak with Jake?” “Great this is Brian calling from Toyota of Stroudsburg, it looks like you were on our website last night building out a deal on a New 4Runner. Did you have any specific questions about that vehicle that I can help you out with?”
Or replace the last question with:
“I saw you had a question about upgrading the wheels is that correct?”
This approach will help build a strong foundation for your conversation. Use this opportunity to create value for yourself and the dealership by answering questions thoughtfully. Follow the outbound phone worksheet to conduct a thorough customer interview.
Ensure that you build value in the appointment before requesting it. Remember, each phone call should conclude with either scheduling an appointment at the dealership or setting up a follow-up appointment with the customer.
Understanding Objections:
Please make sure you understand the approach to overcoming common objections such as:
Next Steps:
Update Your Planner and Customer Profiles:
Ensure all open items are added to your personal planner and that tasks are set on the customer profile. This is particularly crucial for any “we-owes.”
Did you order parts from the parts department?
Do you need to schedule Bumper-Bob?
Be sure to note when these tasks are completed and set reminders on the record, backing up your words with actions and a time stamp.
Follow Up on Unanswered Leads:
Don’t be the salesperson who lets a lead sit at 5:52 PM just because you’re leaving at 6:00 PM. Taking an extra 10 minutes to secure an appointment for tomorrow is well worth your time.
Respond to All Communications:
No one likes being left on read. Double-check the unanswered communications tab to ensure no messages have been overlooked.
Clean Up for Compliance:
Take a moment to tidy your desk and handle any paperwork. Did you stash customer info in a rush earlier? Did you jot down random notes? Remember, the compliance team audits the building early, well before you start your day. Keeping your workspace organized not only helps with compliance but also gives you peace of mind.
Clock Out:
When it’s time to leave, don’t forget to clock out. Making this a habit will make things easier for both you and your manager.
Notes:
Remember, once you’ve made contact, stop the process. Change the customer status to *Contacted.
How to change the customer status in VinSolutions
Why we mark a customer *Contacted and what to do next.
Resources:
You should be familiar with the following topics before answering leads on your own. However, if you need a refresher, here are the core topics related to this task:
Understanding the Importance of Lead Response Time
Outbound Phone Worksheet Guide
Outbound Phone Worksheets: Scranton Stroudsburg