Page 112 - Car Sales Training Manual

!*1*5-43* 􏰄36:.7> ? Session E.6
E.6–1of 3
TOPIC: The importance of making a follow-up call to telephone sales enquiry customers if you are unsuccessful securing an appointment from their original call.
AIM: To minimise lost sales opportunities by ensuring all Sales Consultants understand the importance of making a follow-up call to customers who do not commit to an appointment during their original telephone enquiry.
KEY POINTS: • The primary goal of a Sales Consultant receiving a telephone sales enquiry is to secure a face-to-face appointment with the caller. Otherwise you will not be able to sell them a car.
• Sometimes the customer will not commit to a face-to-face appointment during their original call (often because of insufficient trust and rapport built by the Sales Consultant).
!44 4+9*3􏰅 9-*8* (:8942*78 &7* 3*;*7 +4114<*) :5􏰈
• Each Dealership and Sales Consultant needs to ensure that every Sales Consultant’s Telephone Enquiry sheet <.9-4:9 a confirmed appointment must be held for follow-up within 48 hours.
Why 48 hours?
Any longer period allows the customer to buy elsewhere.
• It is obviously essential that contact telephone numbers are obtained from every telephone sales enquiry to facilitate such follow-up.
• The follow-up call should be warm, courteous and enthusiastic. The words used should be selected carefully and practised regularly.
eg. “Hello, Mr Peters, it’s calling from Motors. You telephoned me on Tuesday for information regarding . I was wondering how things are progressing? You’re obviously serious about buying a car and I’m more than happy to bring some further information out to you if you could spare a few minutes of your time.”
Try to build as much additional rapport as possible.
• This might be your last effective chance to gain an appointment with this customer so it doesn’t hurt to be a bit more direct if you look like being unsuccessful a second time.
Remember: – !-*> telephoned you in the first place.