Here are the BASIC PRINCIPLES in handling incoming phone calls:
TWO RING RULE: All calls must be answered before the third ring.
BE PREPARED: Smile before you answer the phone. Your voice must have an upbeat tone with energy and enthusiasm.
GREETING: Greet callers using the script below in a warm and enthusiastic tone that makes the caller feel you are genuinely glad to take his or her call.
“Thank you for calling [YOUR DEALERSHIP in [YOUR TOWN]. This is [YOUR NAME] in Sales Department.”
GET THE CALLER’s NAME: As soon as the caller indicates the nature of his/her call, ask for his/her name.
LISTEN: Listen attentively and give undivided attention without interruption (Customer should not feel rushed) Treat the caller as a serious buyer/decision maker.
PERSONALIZE: Use the caller’s name as appropriate throughout the interaction.
COMMUNICATE CLEARLY: Speak in a language the caller can understand (avoid jargon, do not talk over her/his head or talk down to the caller, etc.) Check for the caller’s understanding.
BE COURTEOUS: If necessary to place the caller on hold, ask for your permission to put him/her on hold, wait for his/her answer before doing so AND thank the caller for holding when returning to the phone.
ESTABLISH TRUST: Do not attempt to sell a car. You must convey that you are only concerned with making sure the caller’s needs are met. Keeping customer’s best interests in mind will establish you as honest and trustworthy.
DEMONSTRATE EMPATHY: Project a sincere desire to find solutions for the caller. Use Feel, Felt, Found model to handle objections.
ASK QUESTIONS TO IDENTIFY NEEDS, WANTS, PREFERENCES: Ask open-ended questions (NOT answered with yes/no) to get to know the caller, to learn about his/her lifestyle, preferences and personal needs.
RESTATE TO ENSURE ACCURACY: Summarize the caller’s purchase needs, wants and preferences to ensure you have understood them completely and correctly.
GO FOR THE APPOINTMENT: Invite the caller to come to your showroom AND schedule a time to get together.
EXPRESS APPRECIATION: Sincerely express appreciation AND offer a positive closing remark that lets the caller know that you genuinely appreciate his/her time and interest.