When you think of a script, what profession do you think of? It probably isn’t a sales, but why not?
Scripts aren’t only for celebrities in Hollywood. In fact, many dealerships are thriving because they know that scripts are a great tool for increasing appointment set and show rates. Your team should be proficient in every area of sales, so don’t miss out on the easy opportunities along the way!
The Importance of Voicemail Messages
A great example of this is when looking at voicemail messages. 90% of outbound calls result in reaching voicemail. A great voicemail is a crucial step in sales. Whether a client is waiting for something specific to come in, or didn’t buy in person for another reason, your chance to get them back for another appointment, statistically speaking, is through a great voicemail! It’s important always to remember that an appointment is what you’re selling first as it’s an opportunity for a sale.
The script doesn’t have to be followed verbatim for a successful outcome, but it does need to have all the right techniques applied that your team members (and your customers) will benefit from. The goal shouldn’t be to recite a monologue perfectly. It should be to give the client a reason to come in. Furthermore, a script committed to memory and applied proficiently becomes a habit. And that’s a habit that benefits both your customer and you. A script helps to ensure you’re covering all necessary points to make the transaction both mutually beneficial and efficient.
With that being said, starting with using the script verbatim is a great way to get into the groove of leaving voicemail messages. Once you have a solid base you can start to add your own flair where you see fit to make your messages your own. However, before you get too comfortable adding your own insights to the voicemail, it’s important to know the original script and what to and not to say.
Details Matter
When leaving messages, it’s important to note that there are different scripts for different circumstances. For example, if the client you’re calling is an unsold customer, you’ll treat the call differently than if they were a sold customer. The script must vary based on the purpose of the call.
The point of the script is to know exactly what to say and precisely when to say it. So, we have specific instructions for both matters.
Unsold Customer Calls
This script has three quick and easy steps to ensure a successful voicemail message.
Step 1: State Your Name And Why You’re Calling
“This is (your name) with (your dealership), and I have great news for you!”
You want the client to know who you are (what store you’re with) and the reason for the call. There’s no need to give away any other information regarding why you’re calling. Providing just enough detail builds the curiosity and excitement necessary for them to call you back.
Step 2: Give The Opportunity To Book An Appointment
“Please call me at (Your phone number/cell) when you have a moment.”
Getting the customer to engage with your voicemail is half the battle. There’s only so much you can do for a sale without the buyer present. Mixing their anticipation for good news with a salesperson who’s eager to serve is a recipe for success!
Step 3: Follow Up
“If I don’t hear from you by “this time” (whatever you choose), I’ll call you again later today or tomorrow.”
There’s no reason you shouldn’t show that you’re persistent. Letting the customer know that you’re willing and eager to speak to them further increases the likelihood of an appointment. Not only are you just as excited as they may be for a new vehicle, but you’re a hard worker who’s going to get them what they deserve as well!
Once you receive the callback, you need to be prepared with your news. If you don’t know what to tell them, then you should talk to us immediately because you have bigger problems than just a need to improve your voicemail messages.
Sold Customer Calls
This script has the same 3 easy steps as the last, but there are a few vital differences considering you’ve already made the sale.
Step 1: State Your Name And Why You’re Calling
“This is (your name) with (dealership name), and I have some important details to discuss with you.”
Here, you’re not trying to build suspense, but you do require the buyer to be live for whatever needs to be discussed. Speaking to someone when the specifics are at stake shows that you care and are taking the time to ensure your client has the best experience possible.
Step 2: Provide The Opportunity To Call Back
“Please call me at (your phone number/cell) when you have a moment.”
Once again, you demonstrate that you care and are willing to go out of your way to work with them at any given chance. It’s not hard to go the extra mile, especially when a customer’s experience depends on it.
Step 3: Follow Up
“If I don’t hear from you by (whatever time you choose), I’ll call you later today or tomorrow.”
This is your final chance to maximize the opportunity of this voicemail, so make it count. A reminder that you’re persistent in a positive way gives the client all the more reason to want to call you back.
Great Endings and New Beginnings
Voicemail messages are an easy area to improve in; why not start now? Using a script to improve your skills is one of the best ways to begin the process.
Before you know it, you’ll have your very own Jerry Maguire at your dealership leaving the most impressive voicemails you’ve ever heard!
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.