Mar 8, 2018
Today I am talking about some phone follow up tips.
These are things that maybe in the past we probably once saw as
basic skills or just normal communication and then we got trained
and became salespeople… There has been much debate lately about the
sales process, and phone process… and processes for your
Fundamentally, when it comes to automotive sales, the customers
“buying process,” and the road to the sale, or “sales process” do
not always coincide. But, their path leads to the same end – the
purchase of a product. People on both sides, do not want to be
forced to follow a method or process that is not theirs. However,
they can, both sides, walk down a path together to seek success at
the end. So let’s talk about the path to phone follow up. And, I
know there are a multitude of ways to communicate with
Here are a few things to remember when you pick up the
- Be prepared. Care enough to do your research.
You have to plan to be courteous and knowledgeable. Show that you
care by having respect for the customers time. You have to have a
method that you follow on each call (process).
- Greet the customer
- Get Name, Number, Email
- Set a solid appointment and give directions
- Give my name, number, and confirmation info
- ASK FOR A FOLLOW UP CALL and REFERRAL
- When you pick up the phone… dial with
intention. Have an expectation that the person on the
other end WILL answer. And then, begin with the desired result in
- SMILE! This is so important… because a smile
will come through in the tone of your voice.
- STAND UP. Yes, I said to stand up while
speaking on the phone. The reason is that it changes your
physiology. Change your method, change your results. Standing
changes breathing pattern, by offering better lung capacity and
reducing stress on the diaphragm. Therefore better oxygen, better
blood flow, higher energy, the customer will hear it in your
You’ve dialed the phone number … NOW WHAT?
There are two things that can happen – 1. The customer picks up
the phone; or 2. They don’t and you have to leave a message. For
the sake of this conversation, let’s assume they pick up the phone.
Here are three things I will focus on.
- If I am calling for a female and a woman answers - Say, “Hello
<name>?” This conditions the call by leading with a YES
- Do not use the words – “FOLLOW UP” or “TOUCHING BASE” in your
introduction. These are two terms you would likely never use
naturally when you are speaking to a friend or family member… so
when did it become ok in sales?
- Tell the customer WHY you are calling (Qualify) and continue to
have a normal conversation and walk down a successful path with the
Charisma, caring, conversation and connection will sell
customers far more often and more easily than trying to sell
customers on your next product or promotion.
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