Reality Check – How effective are your Team’s Phone Skills?

Problem: Hundreds of Tire Sales are lost every day as a result of improper phone techniques.  Some Tire Sales Associates (or whomever answers the phone) fail to understand that the entire objective of the phone quote is to get the customer to the store.

A good place to start to improve your phone skills is to ask yourself:

  • How effective are your people on the phone?
  • What is the main objective when the phone rings with someone asking for a price on tires?
  • Do you have a strategy?  ie. quote lowest, price match, financing?
  • Do you practice?  ie. role play, part of training program
  • Do you have a phone script?  ie. written standard script posted near the phone

I work with Tire Dealers that have opted to pay for a service that “phone shops” their store a couple of times per month.  The “phone shopper” company records the call, then emails the recording to the dealer.  The goal of the telephone phone shop program is to assist the dealer in improving telephone sales techniques. It’s just a fact; improved telephone sales techniques WILL improve your store’s traffic and sales!

Here is a phone script that I’ve had good results with.  If you interested in having your store phone  shopped regularly, give John at Marketplace Insights a call.  You can find John’s contact information here.

Good Selling!

About Patrick Murphy

I have spent the past eighteen years producing, coaching and mentoring retail teams. The past six have been in support of Independents across Western US. Although, I have worked most of my career in automotive retail, It hasn’t and never will be about “cars and trucks.” What it has been about is the challenge and satisfaction of helping people with all types of backgrounds to realize their potential.
I am very proud that many of my former teammates have gone on to do some pretty terrific things with their life. Several are currently running their own groups and a few have even opened their own businesses.
My assignments with Bridgestone Firestone and TBC Corporation has offered me the opportunity to work in and become familiar with many markets across the country. From my hometown of Philadelphia, to Boston, Arizona, Dallas, New Mexico, Florida and Southern California. Each market has presented its own unique set of challenges, but at the end of the day, it always came down to three things: people, process and execution.