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The FRONT: A Leadership Podcast

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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 process.

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 customers.

Here are a few things to remember when you pick up the phone.

  1. 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).
    1. Greet the customer
    2. Get Name, Number, Email
    3. Qualify
    4. Set a solid appointment and give directions
    5. Give my name, number, and confirmation info
  2. 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 mind.
  3. SMILE! This is so important… because a smile will come through in the tone of your voice.
  4. 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 voice.

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.

  1. If I am calling for a female and a woman answers - Say, “Hello <name>?” This conditions the call by leading with a YES response.
  2. 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?
  3. Tell the customer WHY you are calling (Qualify) and continue to have a normal conversation and walk down a successful path with the customer.

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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