When you want to improve the quality of your phone calls, it can be challenging to know where to start. Even if you have standardized procedures and phone scripts, every phone agent operates a little differently. To improve outcomes, you need to know how to use quality assurance training and what some of the outcomes you should be looking for are.

What is Quality Assurance…

Have you ever noticed when the sales floor goes out for good third-party training that they come back with a pep in their step? That’s because whatever speaker they had got them fired up and ready to go all out for your product. There is nothing better than rekindling that spark and feeling some extra motivation to get back into the sales game full steam ahead. But what would make that even better? Someone to come back to the dealership and discuss it with, not even just that day, but days…

Many dealerships have started using a Business Development Center or BDC to bring in new business and to increase the effectiveness of the appointments that their sales agents have. If you have never used a BDC before, you may not see why it is important or if you have worked with an ineffective one, it might be frustrating to think about dealing with that. Luckily there are some things you can do with…

Caller ID was created to make everyone’s lives easier. Sometimes in a dealership setting, it does, especially when a customer has a thick accent or a hard time remembering their phone number. Other times (98% of the time), the caller ID is the communication killer that staff should avoid at all costs. 



Why is caller ID a communication killer? We…

We can do many things to stand out against the competition. Quality phone skills, streamlined processes, and even an up-to-date website. Yet many of us struggle to achieve any of the above tasks. Have we ever stepped back and asked ourselves why we cannot accomplish any (or all) of the above? Sure, there's the age-old excuse of "not enough time in the day" or "we don't need that to…

One of the most important things that you need to focus on with your phone agents is making sure that they are performing up to expectations and that their phone conversations are effective. Effective calls lead to more sales, which means greater success for your dealership. One of the best ways to evaluate the success rate of these phone calls is by using call scoring. 

What is Call…

Let’s paint a picture. We’re in the showroom, and a customer is starting to get noisy at the other end. Our ears perk up, and the first thing that is audible is, “they told me on the phone that…” The thought crossing everyone’s mind is, what DID they say over the phone? Is this customer forgetting/misunderstanding what was said to them, or is one of our customer service representatives not holding up to their end of the bargain when the customer is physically in front of them? Neither of the…

There's nothing sweeter than looking at a hot P&L statement. Sitting back in the chair throwing air hoops for a job well done. Or maybe you’re browsing online for another Rolex to add to your collection. All of this is well and good. In fact, it's fantastic. What's not so fantastic are the problems dealers will face in the coming months. It's a telltale sign when vendors come in hot with their latest tech products to assist your dealership. Offering much of the same products they…