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

tire phone skills pic

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 … [Read more...]