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    • Haig: Buy-Sell Q&A | Navigating partial dealership sales
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5 Reasons you need to use phone scripts for your dealership

Sponsored Content From Phone Ninjas
This content was paid for by an advertiser and produced by the Automotive News Content Studio.
November 14, 2022 08:02 AM
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    PN Ninja

    At first glance, phone scripts may seem like something that isn’t necessary for your customer service calls. Many people feel like they can be more successful if they are allowed to handle calls their own way. However, phone scripts are actually one of the most valuable tools you can use to not only have successful phone calls but to also improve the overall reputation of your dealership.

    IMPROVE SALES CALL TRAINING

    One of the most difficult parts of developing a team is making sure that everyone is properly trained and empowered to do their call. Using phone scripts allows you to have a set training method that has a proven success rate. Rather than hoping that the person picks up on what you are sharing with them or trying to get them to replicate something that is only successful with the right personality, you can rely on a script that has been personalized to your dealership and sales process. Phone scripts will also speed up the onboarding process, which allows you to have fully trained sales agents in a shorter amount of time.

    BRING IN MORE LEADS

    The point of having sales agents on the phone is to get appointments set that will lead to more traffic at your dealership and more cars sold. In order to make sure that every phone call has the best chance of becoming a lead, you want to make sure that they are getting their questions answered and that they are being placed appropriately in the sales funnel. Phone scripts guide your sales agents through this process and make sure that each phone call is appropriately categorized. While it would be nice if every phone call led directly to an appointment and then to a sale, some people need a few more touches than that. Using a phone script will help sales agents make the right call about what a potential customer needs to become a solid lead.

    GET ALL THE INFO IN

    Even the most seasoned sales agent can have off days, and there is a lot of information that needs to be conveyed on phone calls. Nothing is worse than the feeling of hanging up a phone call and realizing that you forgot to share crucial information or forgot to ask some of the most important questions. Phone scripts guide sales agents through the conversation step by step and give them reminders about all of the points that they need to hit to be successful. They can also help them remember what information they need to collect and help keep it organized. The prompts that come as part of the phone script also help everything flow smoothly, rather than jumping from topic to topic.

    BOOST PROFESSIONALISM

    The reputation of your business is affected by every interaction a customer has, and phone calls are one of the best ways to either boost or ruin that reputation. Having professional sales agents is a great mark that many people will remember. Phone scripts help create a uniform experience so that everyone is on the same professional level. They also boost the confidence level of your agents. There are few things that make a sales agent sweat more than being asked questions that they aren’t sure how to answer. Using phone scripts helps them find the answers at any moment, which keeps them feeling sure of their abilities and representing your dealership in a professional manner.

    SAFEGUARD YOUR BUSINESS

    In addition to keeping your reputation as a solid dealership intact, phone scripts also set boundaries for your sales agents and keep your business safe. People tend to take anything said by a sales agent as the gospel truth and any stray comment could end up committing your dealership you don’t actually do. While you don’t have to honor anything that is contrary to your business practices, angry customers often make it easier to just give in. By using phone scripts, you can set boundaries and easily allow sales agents to reference policies, procedures, up-to-date sales information, legal information, and anything else they need to keep the information they are sharing accurate. Phone scripts carry many benefits for your dealership that you really shouldn’t be going without. Not only does it make your job easier, but it also assures that everything will run smoothly for the sales team without too much oversight. This will allow you to focus on other areas that need more hands-on attention. Do you need phone scripts for your dealership? You can find our detailed phone scripts here, free of charge!

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        • Ally All Ears Podcast | building customer loyalty during challenging times
        • Ally All Ears Podcast | reducing friction in the purchase process
        • Ally: All Ears Podcast | Building trust to attract and retain customers
        • Ally: All Ears Podcast | Staying competitive with vehicle acquisition
        • Ally: All Ears Podcast | Used Car Bubble
        • Ally: All Ears Podcast | practices you may incorporate into your F&I department
        • Ally: All Ears podcast Does your dealership have a talent management strategy?
        • Ally: All Ears podcast | Does your dealership have a talent management strategy?
        • Ally: All Ears podcast | Tips to refresh your F&I practices in 2023
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        • CDK Global: Shoppers make clear the service features they want
        • Capgemini: Unlocking the next turn in the mobility roadmap
        • Capital One Auto: Auto dealers are here to stay. Here’s the next step in their evolution
        • Champ: The history of titling and the cost of human error
        • Concentrix: How can customer data drive a better automotive CX?
        • Cox: Automation and the future of automotive retail
        • Cox: Transformation toward eCommerce in automotive retailing
        • Cox: Transforming F&I for Automotive eCommerce
        • Deloitte: ACCELERATING DIVERSITY, EQUITY AND INCLUSION
        • Easycare: Reinventing the service contract for EVs
        • Easycare: The importance of benchmarking your reinsurance performance
        • Effectv: Why “Customer Lifetime Value” Should Be the Auto Advertising Buzz Word for 2023
        • Experian, GroundfTruth and Spectrum Reach: Dealership marketing: Navigating automotive advertising in a post-pandemic world
        • Experian: Evolving identity beyond the “who” to enable the “how”
        • Experian: Three steps to adapting to constant change in automotive marketing
        • Haig Partners: Buy-Sell Q&A: Where the Automotive M&A Market is heading
        • Haig: Buy-Sell Q&A | Advisors add value to sales process
        • Haig: Buy-Sell Q&A | Navigating partial dealership sales
        • Haig: Buy-Sell Q&A | growth drives value
        • Haig: Buy-Sell Q&A: Future-proofing your dealership
        • Haig: Buy-Sell Q&A: What is the value of an M&A advisor?
        • JM&A Group, Easycare, Assurant: Unlocking new opportunities in F&I with digital retailing
        • Kerrigan Advisors: Interview with Baxter Auto Group
        • Kerrigan Advisors: Interview with Hitchcock Automotive
        • NEXTEER AUTOMOTIVE AND ETAS INC: Software-defined vehicles will transform auto industry
        • OEC: How to understand what customers are saying when they’re not saying it
        • PACE: Electrification Technology: Once the supply chain gets over the shock, EVs offer opportunities
        • Pace Program Navigating advanced driver-assistance systems
        • Phone Ninjas: 5 Reasons you need to use phone scripts for your dealership
        • REYNOLDS & REYNOLDS: Creating great retail customer experiences
        • REYNOLDS AND REYNOLDS: Are you ready for the FTC Safeguard Rule changes? Take this quiz to find out
        • Rey and Rey: Automation and the future of automotive retail
        • Routeone: The benefits of robust dealership reporting tools
        • Siemens: The impact of vehicle electrification and connectivity on electrical system design
        • Spectrum Reach: Playing to win: How automotive dealers can capitalize on sports marketing
        • Swiss Re: Insurers and car manufacturers: how to unlock the potential of true collaboration
        • Text2Drive: Digital retailing meets the service department
        • Trimble: The future of autonomous vehicles speeds ahead
        • Truist: Capitalize on the changing structure of auto retailing
        • Truist: Prepare now for the next era of automotive retailing
        • Urban Science: Promoting dealer-consumer alignment across continued industry evolution
        • Walbridge: Video | Walbridge Chairman on how automotive companies are navigating the electrification boom
        • Western Digital: To Meet Consumer Demand, Automakers Must Double Down on Agile Development
        • Wipro: How to address safety and security for software-defined vehicles
        • Wipro: How today’s tech decisions drive tomorrow’s sales
        • Wipro: Software Helps Address the Affordability Challenge
        • Wipro: The Promise of Software-Defined Vehicles and the Cloud Car Ecosystem
        • Wipro: Video | Wipro CTO on how OEM's are leveraging software-defined vehicle technology
        • Notarize: What to expect for the future of auto sales
        • Seagate: Unlocking value from connected-car data
        • Amazon Web Services: AI-powered supply chain decision-making
        • Epic Games: Five ways in-car designs will change in the next five years
        • Haig Partners: How are dealerships being valued today?
        • Haig Partners: Dealership consolidation trends
        • Haig Partners: Dealership valuation trends
        • Haig Partners: Dealership succession planning
        • Ally: Navigating the future of automotive retailing
        • Google: How a century-old brand is transforming the auto industry
        • Car Wars: Is a Rise in Service Leading to Poor Customer Satisfaction?
        • Solera | DealerSocket: Four real-time integrations that can save your dealership time
        • Solera | DealerSocket: Time for a new pre-owned pricing tactic
        • Kerrigan Advisors: Blue Sky Update Q4 2021
        • Qualcomm: Trading multi-year design cycles for on-demand features and experiences
        • Twitter: EV adoption is happening...in an unexpected place
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