The telephone is your most reliable source of leads. Inbound phone calls allow dealerships to gather more detailed information about a customer’s needs, resulting in higher conversion rates. Since six out of every ten inbound calls to the sales department have intent to purchase, it’s crucial to optimize them to close more deals.
However, despite the rise in phone leads, phone performance is not necessarily keeping up. Many businesses are struggling to convert inbound phone leads into sales, largely due to a lack of proper training and resources. The inbound sales call is one of the most important aspects of sales and one of the most difficult to master. The good news is there’s a huge opportunity to improve.
Here are 5 mistakes that sales reps make on inbound sales calls and how to avoid them:
Making a Bad First Impression
Making a bad first impression on an inbound sales call can negatively affect a company. Sales reps should strive to create a positive customer experience by listening to the customer and avoiding being too pushy or aggressive. Unfortunately, sales reps often jump right into their pitch without taking the time to introduce themselves properly or build rapport. This can be off-putting to customers and turn them off from the conversation. Avoid pressuring the customer into making a purchase and instead focus on building a relationship and understanding the customer’s needs. It’s also important to be mindful of the customer’s time.
Failing to Ask the Right Questions
Asking the right questions can help uncover a customer’s needs and wants, allowing you to tailor a car and a deal that is right for them. It can also help to learn about any potential objections or hesitations they may have. It’s important to ask questions to better understand what they are looking for in a car.
Lacking Confidence
When making an inbound sales call, remain confident and stay positive. Try not to be intimidated by the customer’s responses, but use them as an opportunity to build rapport and engage in a meaningful conversation. Being confident in your abilities and knowledge of the vehicle you’re selling is key. An automotive phone training script will help you cover all your bases and appear confident. Remember that even if a call does not result in a sale, it can still be a valuable experience. Use the call as an opportunity to learn more about your customer, their needs, and the marketplace. It’s also a chance to gain insight that you can use for future calls.
Giving Away too Much Information
While answering your customer’s questions immediately may seem helpful, it’s better to wait and try to save any details for when they come in and see you. If a customer receives too much information from a dealership over the phone, it can make them feel overwhelmed and unmotivated to visit the dealership entirely.
Not Setting an Appointment
A well-trained and engaged sales rep can drive a 60% appointment set rate, with 50% of appointments showing. Setting appointments allows you to get face time with your potential customers, build relationships, and eventually close a sale. Plus, your customer is less likely to pick up the phone and call another dealership if they already have an appointment scheduled. When setting the appointment time, focus on what’s most convenient for your customer. It’s also a good idea to walk them through what to expect. The more you prep them, the more likely it is to be a successful appointment.
By avoiding these mistakes and investing in the right tools to maximize phone performance, sales reps can ensure that their inbound sales calls are productive and successful.
Want to improve how your dealership handles inbound phone calls? We have the coaching experience and tools you need!
As the COO | Partner of Phone Ninjas, Chris delivers leadership, coaching, and mentorship to 55 team members providing software sales and phone skills coaching. He fosters powerful partnerships and collaborations with leaders across various business sectors, establishing expectations, communicating vision, and escalating performance to maximize productivity and effectiveness.
Chris is an innovation-driven business executive with over 25 years of experience delivering leadership to teams of up to 75 overseeing development, launch, and sale of website lead acquisition, reconditioning process software systems, and technology that support automotive dealerships across the U.S., Canada, and Europe.
