Phone-Ups

Enhance your communication skills to effectively engage customers over the phone and secure more appointments for dealership visits.

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Course curriculum

1. Introduction
2. The Importance of a Phone-Up
3. What Opportunity Creates the Highest Closing Ratio
4. Why People Call Your Dealership
5. The Goal of the Phone-Up
6. What Turns Off a Customer When Calling the Dealership
7. The Definition of Unique
1. Type "A" Personalities
2. Type "B" Personalities
3. Salespeople Versus Customer (Type A & B)
4. The World's Population
5. Type "A" Presentation to a Type "B" Customer
6. How to Deal with a Type "B" Personality
1. What is a Customer
2. Percentage That Shop Online or Call
3. Customer Opportunity Closing Ratios
4. Why Customers Call a Dealership
5. How Many Dealerships the Average Customer Calls
6. The Goal When Handling a Phone-Up
7. The Best Way to Accomplish the Phone-Up Goal
8. Common Questions Customers Ask
1. Words Customers Use to Describe Salespeople
2. Why Customers Feel This Way about Salespeople
3. Words Salespeople Use to Describe Customers
4. Why Salespeople Feel This Way about Customers
5. What Turns a Customer Off When They Call a Dealership
6. Time Frame for Most Customers When They Call a Dealership
1. I Want to Know Your Best Price
2. Critique: I Want to Know Your Best Price
3. Do You Have a Specific Car In Stock
4. Critique: Do You Have a Specific Car In Stock
5. Could You Tell Me What My Trade is Worth
6. Critique: Could You Tell Me What My Trade is Worth
7. Conclusion
1. The 4 Rules of Sales
2. The 4 Rules for Handling a Phone-Up
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3. Rule 1: Stand Up
4. Rule 2: Smile
5. Rule 3: Project Confidence & Enthusiasm
6. Rule 4: Avoid Distractions
1. The DLA Phone-Up Steps
2. Step 1: The Meet & Greet
3. Step 2: The Reply
4. Step 3: The Appointment
5. Step 4: The Confirmation
6. The Goal of the 4 DLA Phone-Up Steps
1. The 4 Goals of the Meet & Greet
2. Desired Results of the Meet & Greet
3. Scenario: Meet & Greet
4. Does the Verbiage Change
1. The Goal of the Reply
2. Desired Result of the Reply
3. The Definition of Dialogue
4. The Benefits of Dialogue
5. Do You Have Any Midsize Sedans In Stock
6. The Goal of the Questions
7. Common Features on New Cars to Offer
8. Common Features on Used Cars to Offer
9. The Best Question to Ask
1. Goal of the Appointment Step
2. Desired Result of the Appointment Step
3. Scenario: Do You Have Any Midsize Sedans In Stock
4. Why a Customer Calls and Does Not Visit
5. How Do You Release the Customer's Defensive Posture
6. What Verbiage Removes the Fear
1. Goal of the Confirmation
2. Scenario: Do You Have Any Midsize Sedans In Stock
3. Verbiage to Get the Customer Email Address
4. Reason to Ask for Zip Code and NOT Address
5. How to Get the Customer Phone Number
6. Time to Set the Appointment and Why
7. How to End Conversation
1. Do Most Customers Already Search Their Trade Value
2. What Would Make a Customer Visit Your Store That Wants a Trade Value
3. Should You Ask the Customer What They Think Their Trade is Worth and Why
4. What Trade Verbiage Gets the Customer in the Dealership
5. Scenario: What is My Trade Worth
1. Why Would Someone Get Persistent on the Phone
2. What is the Number 1 Question a Persistent Caller will Ask
3. What Should You Give a Persistent Caller
4. Questions to Ask a Persistent Caller
5. Why Do We Ask Persistent Callers So Many Questions
6. When Quoting a Price, What Must You Always Ask For
7. Scenario: All I Want is Your Best Price
8. Getting the Persistent Caller's Phone Number
9. Why Do We Always Want to Text a Quote
10. The Benefit of Quoting a Price in Writing

About this course

$79.00 / month
87 lessons

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Phone-Ups

Course curriculum

Chapter 1 - Introduction

Chapter 2 - Personalities

Chapter 3 - Customers

Chapter 4 - Customer Versus Salesperson

Chapter 5 - Common Phone-Up Dialogue

Chapter 6 - Sales / Phone-Up Rules

Chapter 7 - The DLA Phone-Up Steps

Chapter 8 - The Meet & Greet

Chapter 9 - The Reply

Chapter 10 - The Appointment

Chapter 11 - The Confirmation

Chapter 12 - Trade Value

Chapter 13 - Persistent Callers

About this course

Discover your potential, starting today