3. 'SELL TO PROFIT' - SALES - HANDLING INCOMING CALLS & PROSPECTING (1 day)
WHO FOR
For vehicle Sales Executives looking to become more efficient at driving business into their dealership and exploiting their advertising and marketing.
Telephone Enquiry and Prospecting demand a completely different approach. If we don't 'warm our prospective customers up' and persuade them to visit us, our advertising spend will be wasted. Worse, we may have aroused interest for them to telephone, visit and spend their money with a competitor.
AIMS OF THE PROGRAMME
• To Ensure Understanding Of Why Incoming Telephone Enquiry Conversion Is The First And Most Important Part Of A Sale To Master.
• To Raise And Re-Establish A Standard For Incoming Sales Enquiry Management.
• To Convert More Telephone 'Maybe' Sales Enquirers Into In Person 'Prospects' Visiting The Dealership.
• To Give Sample Script Structures And The Rationale Behind Their Structure Content And Style.
• To Identify And Provide Sample Answers For Common Customer Objections/Concerns Or 'Brush-Offs'.
• To Get Commitment To The Best Methods Of 'Selling The Customer The Visit'.
• To Ensure Active Proactive Prospecting And Its Value Is Fully Understood.
• To Explore The Most Effective Methods And Techniques Of Prospecting.
• To Supply An Outward Bound Telephone Call Prospecting Structure And Sample Script.
THE MAIN THEMES THAT WILL BE COVERED ARE:-
INCOMING TELEPHONE CALLS
• Incoming Calls And The Sales Process
• Where Customers Are In The Buying Cycle With Incoming Calls
• What Will Determine Which Dealership A Telephone Customer Will Visit?
• Identifying Customer Attitudes By Effective Questioning & Listening
• Basic Telephone Answering Guidelines
• Incoming Telephone Enquiry Answering - 12 Commandments
• Selling The Appointment - Sample Scripts New Car
• Rational For Script Structure
• Handling Used Car Enquiries
• The Used Car Call - Rationale
• Using 'Closes' To Commit The Customer To Visit
• Handling Objections
• Use Of Incoming Telephone Call Tools:- Incoming Sales Enquiry Form, New Car Enquiry, Used Car Enquiry, Part Exchange Qualification Form, Relationship Tip Building Card