5 Phone Sales Tips Your Team Needs Now - AutoSuccessOnline

5 Phone Sales Tips Your Team Needs Now

While the internet, mobile browsing and social media have undoubtedly transformed the car sales scene, this doesn’t mean that prospective buyers aren’t still using the old-school method of phone calls, in fact, it’s the opposite.

While the internet, mobile browsing and social media have undoubtedly transformed the car sales scene, this doesn’t mean that prospective buyers aren’t still using the old-school method of phone calls, in fact, it’s the opposite. If your sales team struggles with how to engage with customers via phone and get them to convert to in-person buyers, try these five phone sales tips.

1. Take Lots of Notes

It can be tempting not to take a phone call customer as seriously as you would an in-person buyer, but this is a mistake. Even if the person is only calling to find out your “best price” for a specific vehicle or if you have a car in stock, you want to go ahead and put their name in your CRM and make sure to take lots of notes during the call. It can sometimes take a few over-the-phone interactions before a customer finally gets to the point that they’re ready to come in for a purchase. If they call back and have to start over with another salesperson because there’s no record of the call in the system, this leaves a bad impression and can mean they take their business elsewhere.

2. Ask the Right Clarifying Questions

While your team is naturally focused on getting a sale, they need to make sure it doesn’t come across that way to the customer. Focus on a customer-centric conversation and ask a lot of clarifying questions about what the customer needs, wants and is looking for. Instruct your team always to tie everything they recommend about a vehicle to a specific benefit for the customer. These two things help deliver the message of “We’re here to help you,” instead of “We’re here just to make money off of you.”

3. Know Your Customer

Every sales business gets a range of customers, but vehicle sales, in particular, bring in a diverse set of customers, and it’s important for your sales team to recognize this and adapt their approach accordingly. While you don’t want to necessarily ask a customer a lot about their personal situation over the phone, pay close attention to what they bring up as concerns or buying factors and be prepared to run with it. For instance, a recently single parent may be more concerned with getting approved for a manageable payment due to credit issues, but a retiree may be more focused on finally getting the luxury vehicle they’ve been dreaming about for decades.

4. Treat Potential Customers Like You Would a Friend

It’s normal to get a bit frustrated when a customer keeps calling with follow-up questions but hasn’t actually made a move to buy yet, but, this is where empathy comes in. A vehicle is a big purchase, and many people struggle with how much money to spend, what’s actually workable for their budget or what vehicle they actually need. Treating potential customers like you would a friend makes it easier to start off from a place of “how can I help here?” and making a personal connection with the customer increases your chances of a successful sale.

5. Know What Not to Do

Sometimes what you don’t do when it comes to sales can be just as important as what you do. For example, asking a caller for their contact info “just in case we get disconnected” can immediately put the customer on the defensive thinking they’re going to get added to yet another sales list. The same idea goes with telling the customer they need to come in to get details like pricing. If the person is calling, it’s because they don’t want to come in, and the reason is irrelevant. Telling them they have to come in is focusing on your convenience instead of the customer’s, and that’s never a good thing.

Engaging with your customers on a personal, relatable level will make an astounding difference in customer perception. By presenting your team as helpful, reliable assets for them, you’re building a relationship that will bring them back to you in the future.

Blair King

You May Also Like

Top 10 Reinsurance Mistakes Dealers Make (and How to Avoid Them), Part 2

Reinsurance company ownership will help you and your family build personal wealth outside the dealership.

Reinsurance company ownership helps dealers build personal wealth with tax-advantaged income. But performance can’t be measured in profits and cash flow alone. Properly selected and managed, the right reinsurance structure can benefit every aspect of your dealership enterprise and your personal net worth. The benefits are many, from F&I and fixed ops to succession planning and key manager retention.

Connect to What You Expect

Recon workflow software is designed to bring accountability and organization to this chaotic part of your business.

The Most Powerful Skill in Selling

If you can’t listen to what your customer is saying, how do you really know that you’re solving their needs?

Are You Ready to ROCK in 2023?

It’s time to meet today’s Vehicle Care RockStars, and we are asking you to help get us backstage.

The End is NOT Nigh

Car buyers abandon digital tools when the process gets too complex — easy-to-use ecommerce capabilities are essential.

Other Posts

Why Your Next New Sale Could Come from the Service Garage

Gain a competitive edge by leveraging the data and resources of the service lane.

Is the Sky Falling, Chicken Little?

Don’t let anyone fool you into settling for mediocrity in the showroom or online. 

Merchandising Strategies from Online Disruptors

Your online merchandising needs to rival Carvana’s. Here’s how to generate that emotional attachment.

The Game Plan Has Changed

Winning consistently never happens by accident; it’s time to focus on the fundamentals and get your game plan in order.