Automotive Business Solutions was commissioned to supply consulting and training services and to review and make recommendations relating to the handling of incoming telephone inquiries for the new and used vehicle sales departments.

Implementation

We recommended a unique “community-based, ordinary people” approach rather than “call center specialists” to make inbound telephone inquiries. Calls were recorded for quality analysis.

Initial results indicated that skills training and process realignment was in order.

We met with sales consultants one on one and played back their respective performances.  The consensus was a need to improve.

Along with skills and process training the sales consultants had an opportunity to listen to their peers, critique their performance and make recommendations based on best practices.

Each consultant received a Telephone Skills Manual that contained their telephone presence DNA (a structured, personally scripted greeting).  In addition, the manual held prospect information and a process checklist to ensure all bases, including asking for the appointment, were covered.

In addition, an executive summary of participation and progress was written for each of the eight sales consultants.

Outcomes

We conducted a follow up round of inbound calls and found a dramatic improvement in the new standard of handling incoming calls.

One participant’s feedback survey summed it up best:  “Practical, Relevant & Useful”.
In addition, people hired to make the calls were impressed by the dealer’s foresight in recruiting members of the community to help in the employees’ development process.
What we found to be most encouraging though is that to date, eight vehicles were sold or leased among the 14 people hired to make the inbound calls.

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