Always leave a message.
Remember: Whole point of calling your customers is to establish a relationship. Hanging up when the call goes to voicemail won’t help with that. Most customers screen their calls. If you hang up w/o leaving a message, you won’t be giving them the opportunity to decide to call you back. You may even get your number blocked after a few calls. Leaving a compelling message delivered with a clear voice and friendly tone will do the job.
- Always leave a message.
- As always BE PREPARED before you make the call. Know why you are calling, what you will be saying and how to handle any objections.
- SMILE when you pick up the phone.
- You should sound happy and cheerful.
- Speak at a speed someone can write the information down. If the voicemail greeting is from the customer not a default robot greeting, use it to mirror customer’s speech and to personalize your message.
- Give your name, dealership’s name clearly at the beginning of your call.
- Give the reason for your call.
- Be brief. Your message should be no more than a minute long.
- Give your customer a reason to call you back.
- Let your customers know you will keep calling until you hear back or reach them.
- Give your name, dealership’s name again at the end of the call.
- Give your phone number twice at the end of your call.
Examples:
Calling an internet lead:
“Hello Mr. Jones, this is Sarah Long with Super Acura calling about your vehicle inquiry through our website. I see you are interested in a new Acura MDX but I am missing important information like colors, packages and options you’d like to have. I’ll be happy to go over those with you when you call back. We have a great selection of MDX models on sale during our summer sale that is going on right now. Please call me back at 888-333-4444. Again this is Sarah Long with Super Acura and my number is 888-333-4444. I know this is important so I’ll keep trying.”
Calling back a customer who called about a specific preowned car:
“Hello Leslie, this is Sarah Long with Super Acura calling you back about that 2015 Acura TLX. I have great news! That particular TLX is available and it has the light interior that looks beautiful. I also have information about a few others that may work you. One is newer with less miles. I’ll have the information to give you quickly when you call back. Please call me back at 888-333-4444. Again this is Sarah Long with Super Acura and my number is 888-333-4444. I know this is important so I’ll keep trying.”