Customer Service Advisor
and Sales Training
AUGUST 26th & 27th
9am-5pm both days
Car Count Daily | Edition 77
Do you know what the number one job of marketing is? It’s to get somebody to respond.
I want to talk about your sales prevention department that is on the other end of the phone or the person greeting them as the person, the prospect comes in. If the job of marketing is done right, the people are going to respond, but now it’s not marketing anymore. Now it’s a matter of the people that you have working for you and how they treat the customer as they come in or get on the phone.
The way I look at it is there are two things that are required to get a sale:
- You need to have awesome customer service
- You have to have awesome sales.
If you’re not good at both of them, I’m going to tell you, you are losing a lot of opportunity. You’re losing a lot of money.
If the phone is answered properly and the person is dealt with properly on the phone, an appointment is getting made. Because that’s the job. If somebody calls you on the phone, you can’t fix a car over the phone, can you? No. So you’ve got to get that appointment. And then when they come in to your shop, how are they greeted? How are they treated? You know, there’s a lot of things that go into making somebody feel like they chose the right shop and they feel really good about that. So customer service is imperative that you’ve got to get that right. First off by the phone call and the first impressions, and they’ve got to feel really good before, during and after the sale is done.
I find a lot of shop owners – and most of you are probably the ones doing the sales – You think you are really awesome at it but you’ve probably not had a lot of training on it either. And if that’s the case, chances are you’re leaving a lot of money on the table because they say there’s several billion dollars of unsold services on cars that are driving around. Now, I don’t know where they get that number, but I can pretty much guarantee it’s a pretty darned big number. But if you’re not able to make the sale, first off you’re not making any income. If you’re not making the sale, chances are you’re allowing somebody to drive a car that’s maybe unsafe and poorly maintained and they’re going to be out on the road. Now, I don’t know about you, but I’ve got kids that are out on the road and I don’t want somebody else’s poorly maintained vehicle being around them at any point.
So, we’ve got to make sure that the sales are done properly. You have to understand that it’s your job to sell them what they need and keep their cars properly maintained. Unless you’re really good at doing that, chances are there are a lot of people that are walking away with those unsold services.
This stuff is vitally important because that starts the whole process. But again, the marketing stops when the person picks up the phone or they come to your shop. At that point you need very, very specialized training. You’ve got to know how to answer that call, how to convert those price shoppers into great customers. You need to know how to greet somebody. You need to know how to treat them while they’re there so they feel great, and you need to know how to properly sell the services.
And if you’re not trained on that, I guarantee you’re losing a lot of money because it’s happening right there. If you’re using these strategies that you’re getting on these videos, chances are you’re getting more car count. Now it’s up to the personnel that you have working for you, or maybe it’s you. Maybe you’re the one answering the phone or maybe you’re the one selling it. You need to be properly trained.
August Customer Service Advisor and Sales Training.
Now, this is so important of a subject that coming up next month we’re actually doing a two-day live training in Cleveland, Ohio to help you with both aspects of it. Customer service and sales. And it’s so important, we’re doing it at a very, very, very low cost because we want to get as many people involved in this training as possible. Now, we’ve done this for over a dozen years and it sells out every single year and we get rave reviews and well over 50% of the people that attend this event are coming year and year and year and year. So, right now just without doing any advertising, we’re about 50% full.
If you want to get more information on it, click the sign up button below and click and you’ll be directed to an interview that I did with my two business partners who are shop owners just like you, who are actually going to be doing that training in Cleveland and they’ll be talking about why you should be there, what you’re going to learn, who should be there, and will give you all the down and dirty details of attending that event.