Call volume is down during the COVID-19 Crisis, but people are still calling! And those do call are more valuable than ever because very few people are just kicking tires. So make sure you are 100% fluent in all OEM incentives.
Use the opportunity to focus on outbound sales channels that often go overlooked, such as follow-up to unsold floor traffic, equity mining, and lease retention.
Service is going to be the primary driver of revenue during the COVID-19 Crisis, so make sure that your processes and staffing reflect that.
Use service appointments as an opportunity to drive sales revenue through data mining.
Make sure to have alternative appointment options, such as day-time key drops and valet services.
During the COVID-19 Crisis, take an informational, relationship building, empathetic approach. Avoid an appointment-based, control-based, hard close approach.
That's a bit different than how many were trained, so we are here to help with specialized scripts.
Be adaptable, focused, and positive.
Since 1983, Applied Concepts has been empowering dealerships and their staff to more effectively use the phones as a sales channel by providing training, data, accountability, and expert insights to drive lead conversion and sales.