ARCHIVED LIVESTREAM- The most powerful tool in your shop is your phone. Sure, we all know to say Good Morning or Good Afternoon, identify the shop, and identify who is answering the phone. However, it goes much deeper than that. Shops measure the success of their marketing and advertising by the number of times the phone rings, but what happens after the phone rings? Proper listening skills are by far the most overlooked area of communication today. Taking notes on the customers concerns are good, but when Mrs. McCurty wants to tell you about her grandchildren hang in there and engage her. That may seem like a waste of time, but when you do get her vehicle in your shop she will be more accepting of your suggestions for repairs needed. This 1.5 hour HD broadcast taught by Bill Haas, will give you valuable information to improve your phone skills and help you improve the number of calls you convert to appointments.
- Techniques for answering the phone
- Starting conversations
- Asking powerful questions
- Converting the price shopper to an appointment