Telephone Techniques, Part 1 of 2
How can we use the telephone to generate more business? Role-play incoming calls and telephone scripts with the group, and learn the importance of being prepared.
Materials: Flip Chart, Open Mind. Photocopied Handout of Telephone Scripts.
Time Needed: 25-30 Minutes
Review (3 Minutes)
Ask the group about any successes they’ve had in the past week with getting their follow up more organized and consistent. Discuss with group.
Introduction - (3 Minutes)
• Introduce the topic by asking the group if they believe that they could be doing a better job of handling the telephone.
• With agreement from the group tell them that today’s meeting will be focused on taking better advantage of the telephone.
Why Don’t Salespeople Use The Telephone? – (12 Minutes)
• Ask the group: “Why don’t most of us use the telephone effectively to generate more business.” Write the responses up on the flip chart. Make sure they get:
• Fear of rejection
• Procrastination/Poor work habits
• Desire for immediate results, (prospecting is long term)
• Untrained in telephone use/Not organized
Incoming Calls, Remember The Following - (5 Minutes)
Stress to the group to always have the following in mind when taking incoming calls:
• The main purpose of a phone call is to arrange an appointment, “sell inventory & benefits to the customer to arrange a get together”
• Investigate, “ask questions, gain insight into why the customer is calling and how you can help them.”
• Concentrate on establishing rapport with the caller.
• Every effort should be made to get the caller’s phone number/address for recontact.
• Use leading verbage, “i.e. Share, own, invest, get together, market value, etc.”
Learning Point: Stress to the group that when dealing with the telephone they have to be PREPARED. Answering the phone is a privilege, not a right and should be viewed as such.
Break-out - (8 Minutes)
• In small groups ask them to role-play taking incoming phone calls using the handed out phone scripts.
• Call the groups back.
Conclusion & Coaching Focus - (4 Minutes)
• Remind the group to make a conscious effort to improving their telephone skills.
• Ask the group to commit to keeping in mind that their goal is to sell the appointment, not the vehicle.
• Ask everyone to note any changes in their performance to be discussed during the next meeting.
• Encourage the staff to come to you if they’re having any trouble with the incoming calls or if they would like to do some more role-playing.
• Leave them with the following advice,
“Do it Now!”
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Copyright © 2017 by ISI/PAL Automotivaters Inc. If you share this, print it out, or reproduce it in any way, please retain this copyright statement.If you share this, print it out, or reproduce it in any way, please retain this copyright statement.