You never hear a prize fighter say he fired his trainer directly after he won the championship belt, right? That’s why it’s important to continue coaching and training the salespeople and BDC employees. Even after they seem to have mastered the phones and their appointment set rate is off the charts, continued coaching and training are paramount. This is what keeps them sharp!
It’s Time to Push Harder
As your dealership moves toward a nearly perfect appointment schedule, setting an appointment from every call or asking for one, you may think it’s okay to rest on your laurels. However, this is the exact time to push harder with your training. Have your sales team run calls with each other, practicing every day how to handle difficult callers and different situations.
Applying Training
To ensure your sales team is working to their highest level, you must ensure your dealership is applying what you’ve learned during your training. Review key principles at your sales meetings. Ask your sales team how they would handle specific situations over the phone, such as how to answer questions about credit, best prices, or even reluctance to set an appointment.
Training Beyond Phone Calls
Training your dealership Sales Consultants and BD Agents isn’t only about the phone calls, as this training will positively impact all customer-facing communications. As a sales manager, you also want to make sure you’re following proper emailing etiquette, know how to handle outbound calls, and know how to leave an enticing message that’ll ensure a callback. It’s important to cover these different facets of dealership culture and ensure your team always works to improve.
Continuous Improvement
Reviewing calls with each member of your sales team is an excellent way to keep your training and coaching fresh. With Phone Ninjas Dealership Sales Coaching, each call is submitted to the sales associate for review. Pick a call a week and listen to the coach’s critique with them. Take heed of what the coach says and ensure your team member understands the direction.
Benefits of 1:1 Coaching Sessions
If your Sales Consultants are being coached by Phone Ninjas, monthly one-on-one sessions can help your sales team keep their skills fresh. These unique calls, performed by one of our coaches, can function in many different ways. Traditionally, our coach will review past coached calls and then walk the sales associate through parts of the script where they can improve. However, we also like to ensure that they’re running through the script in a role-playing fashion. This is the beauty of ongoing coaching, it’s always fresh and relevant!
If you haven’t already hired us at Phone Ninjas to help with training your Sales Consultants and BD Agents, it’s not too late to do so. To get started, submit your dealership for two complimentary Mystery Shops.
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.
