Many agents think the end of the call doesn’t matter as much because the hard work has already been
done. This is far from the truth! Yes, you’re coming close, but that doesn’t mean it’s time to slack off.
For service calls especially, it’s important to have a strong ending. Before you hang up, you’re going to
explain the process the customer is going to follow. Details here are your friend, so explain the finer
points. Let them know exactly what to expect when they get to the dealership to make them feel
comfortable rather than intimidated.
Where will they park? Are they going to pull up to the garage? Will they pull in? Provide details now so
they aren’t wondering when they get there! This easy step is a sure way to relieve the stress from the
situation and give the customer a much better experience.
After you’ve given them landmark directions, remember there’s no such thing as too much detail; we
also want to make sure we have the customer’s contact information!
If this is a customer who’s never been to your dealership, make sure you ask them how to spell their last
name properly. Don’t forget to get their first name as well!
It also helps to get information on how you can BEST contact them during the day. This is something
you’ll want to do for EVERYONE, even clients who have already been to the dealership! Remember,
things change and having up to date contact information is critical.
After confirming that the data you have in your system is correct, don’t forget to confirm the best time of
day to reach them! You want ALL the information, so when you do have to contact them, and you will,
it’s a breeze.
You can also look at the customer’s record and see if they have an email address. If they do, you know
the drill: MAKE SURE IT’S UP TO DATE!
If there’s no email? Ask them for one! It’s as easy as saying “Where would be the best place to send you
an email? At home or at work?”
Last but certainly not least, thank the customer for scheduling the appointment and reconfirm that
appointment time once more!
And just like that, you’ve completely closed a service call!
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.
