Page 113 - Car Sales Training Manual

• If you are unsuccessful gaining an appointment in this follow-up call, tell the customer you will mail some relevant information to their mailing address (and ask the address details). Forward this material with a brief note. This then gives you an opportunity for a final call to see if the information arrived.
END RESULT: • Sales Consultants will secure more face-to-face appointments from telephone enquiries and have the opportunity to sell more cars.
ROLE-PLAY ACTIVITIES:
(i) Develop the most effective words possible to use in a follow-up telephone call. Print and keep them for reference, training and use with customers.
(ii) Practise making follow-up calls to other staff members. Use a speaker phone and voice recorder for maximum training effect so Sales Consultants can evaluate and improve the effectiveness of their phone manner.
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