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The Importance of Great Phone Skills in Today's RV Market...
by Chuck Morgan
With lighter than normal Spring/Summer floor traffic, selling and follow up skills have never been more important to our success in RV sales. Everyone who's been to my classes knows my mantra; "They're Gonna Buy. They're Gonna Buy Today. They're Gonna Buy From Me. They're Qualified, and They Can Afford It". As always, there is NO REASON to not have this Mindset with every customer that comes on the lot, until THEY prove otherwise. If however, they don't "Buy Today" then we go into "Follow Up" mode.
With sales and pricing competition getting fierce, proper phone skills become critical to getting the customer back to the store. Once a customer returns, closing ratios jump dramatically. Even more reason to get good on the phones.
Here's some tips to help you out with your next phone calls.
1. Always leave a message.
Most everyone has caller id today. If you call your customer, get voicemail or an answering machine, and don't leave a message, they know it was your dealership (you) that called. This sends a negative message to the customer that perhaps they were just another customer on your to do list, as opposed to someone of value and importance.
This could reinforce a customers potentially negative perception of us as salespeople.
We often don't leave a message for the simple reason we don't know what to say, panic, and hang up. The solution is preparation. One of two things is going to happen when you make the call. Someone will either answer or you'll get voicemail.
That's about it, so just be prepared for both before making the call. "This is what I'm going to say if they answer, and this is what I'm going to say if they don't answer." Be prepared and don't hang up. Give your customer service, and value.
2. Call sooner rather than later.
If your customer leaves the dealership without buying, and you have their information, do not leave it for later to call and tell them thank you. It should be the first thing you do when they leave. Just a courtesy message to tell them thank you for visiting your dealership and taking the time to look at your products. Make yourself available to answer any questions that may have come up after they left. Don't try to sell anything. Make sure you leave your name, dealership, and the product they were looking at, at least once if not twice to reinforce who you are. They more than likely stopped somewhere else either before or after your dealership and you need to set yourself apart. If you put off this step till "later", it won't happen till you start your follow up, which may be a day or two.
3. Don't over qualify the customer before making the follow up call.
I always say, "You don't know, what you don't know". You can't read the customers mind and have no idea what is going through their mind after leaving your dealership. If you just go off your "feelings" about the customer, you are making a mistake. I've seen countless customers perform "miracles" after leaving the dealership to get the RV you got them excited about. If you're not their when this "miracle" occurs, someone else may get the deal.
4. When the customer answers, ask if you caught them at a good time.
There's nothing worse for any of use than a salesperson endlessly yapping away when we have other things happening at that particular moment. If they are in the middle of something they aren't pro-actively listening to ANYTHING you are saying. I call it the "Baby on the hip syndrome". She's got a baby on the hip, something boiling over on the stove, the cat's thrown up on the carpet, the dog's barking at the UPS driver ringing the doorbell and here you are looking for an appointment. You are now public enemy number one. If it is a bad time, and you asked, they will be more receptive to you following up at a more appropriate time.
5. Always stay positive on the phone, even if the call does not go your way.
You may have caught the customer when they are focused on something else and they may not give you the responses you're looking for. Keep smiling!! It's not over, till it's over. Stay upbeat and positive no matter what. Be the salesperson that someone is happy to talk to, when the time is right. Negative attitudes on the phone are poor customer service and in today's RV market that may be all you have.
Check out our complete "Phone Skills for Today's RV Market" PowerPoint training program on pre-sale now. Save 25% by ordering before our July 4th, 2008 release date.
Now Go Sell Something!
Chuck Morgan
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*** NEW RELEASE ***
Phone Skills For RV Sales
PowerPoint
Save 25% Now By Pre-Ordering
Click on the Banner for more info and to Pre-Order.
Many in RV sales have never been professionally trained on the basics of using the phones, much less how to effectively overcome objections and book an appointment with a customer.
We now offer an effective solution. A powerful phone skills training course you can use in house, anytime, as often as you want.
Available as a self running PowerPoint presentation complete with on screen video training from Chuck Morgan, teaching the entire course, and a phone skills workbook pdf file you can print as many of as you need, anytime.
If you don't have PowerPoint installed on your computer, you can download a Free PowerPoint viewer directly from Microsoft.
Click the banner for more info and to Pre-Order and save 25%
Approx. product release date is July 1st, 2008
Last Week to Save on Audio CD Sales & Management Training Sets >>>>>>>
See the top right column for more info....
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 Mike Whitty, founder of SalesPerson Inc. has been training sales people in RV, Automotive, Marine, & Motorcycles for over 20 years.
His new forum at SalesMeeting.org has over 1000 articles on many sales topics from numerous sources, and all for Free! I'll be adding my articles soon as well.
Mike's site is my Top Pick this month. Click the banner above to check it out.
"In order to do what really matters to you, you
have to, first of all, know what really matters to you."
Dr. Ed Hallowell
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