The phone is still the strongest weapon for a sales person in their arsenal, and sales people need to use their sales skills to make the most of every phone call with a customer.

Answering a Phone Up/Lead

When you have an incoming call coming in, or also known in the car business as a phone up, you need to know how to capitalize on them.  When the customer is calling you on a specific product you have or offer they can be reluctant to let you start building a relationship.  There is a good chance they want to give you as little information about them, who they are, where they are from, and how you can get a hold of them in the future.  You also do not want to make the mistake and act like a clerk, giving them all the information they want without building a relationship and getting their name, area they live, email, and best contact number.  Use confidence and enthusiasm right from the begining of the phone call.  Smile the whole time you are on the phone, your smile will be received on the other end.  Slow down and take the lead of the conversation while asking proper questions, and repeating back to them what they told you they wanted.  Ask them for the best number to reach them back in the next 10-15 minutes so you may get all the information and check availability on the specific product they are interested in. 

Leaving a Message

When you are leaving a voice mail you want to make it count and get a call back from your customer/prospect.  When a customer does not call you back, it usually means they are losing interest in your product, you, or your price.  Rather than leaving numerous, useless messages and voice mails getting on your customers nerves, you need to create an interest for your customer:"Hello Mr. Jones Noel Walsh here from Ford.  I wanted to call you, as I have some great news regarding the Ford you were looking at here yesterday.  Please call me at 734-678-4502 at your earliest opportunity as I am excited to share the good news with you and the family."  Use something generic like this on every call, and you will spark a customer interest and receive calls back.  When you receive the call back be prepared to make something seem like a great value, added discount, or something of interest to your prospect, as you don't want them to be disappointed.

From here during every call, Always try and set an Appointment for them to come in... You use the phone to get the customer in to see you.  This is when you are prepared, give a great demonstration, slow down the customer, and ASK for the Sale.  The phone creates the appointment, and the sales professional seals the sale, and the customer is done shopping, and happy.

Another Sales Training blog from Noel Walsh, Owner, Lead Trainer, Motivator, Consultant from NW&A "Conquer What You Chase" Sales Training