Comment

Comment by William Phillips on September 17, 2012 at 6:10pm

You and 20 others who call them back that day do the "I have great news message"  Yes its "stale" and there are better word tracks, that ones been around for 20 plus years. Its your calling intensity that works not that cheesy script.  For a female pro like Elise, you get the results .  But its unsustainable or trainable in any store with a normal sales staff.   If any one reading this thinks they can, let me shop you, and if your over a one or two person department it will come unglued.   It cant be reproduced in volume as a culture.  With intense accountability its almost impossible to get a crew calling consistently 2 times a day.   Or what the heck, just add and instant call as soon as the give you a read receipt, that should really do the trick. 

Comment by Elise Kephart on September 17, 2012 at 6:08pm

What if that is not enough to engage the customer, then they will never call you back.  Think of how many voicemails they receive from one internet lead divulging payments and aprs and inventory etc.  I am sure the voicemail saying all that stuff is just like the one the guy next door is leaving. 

Comment by Mr. Natural on September 17, 2012 at 5:55pm

In my world, we call that engagement!

Comment by Elise Kephart on September 17, 2012 at 5:48pm

From a consumer standpoint, when the great news is told on a voicemail- they at that point have the option or decision to make on wether what you just told them was "good enough" to call you back or not.  When they HAVE to call you to find out what the GREAT news is, you now have them on the phone and have much more control of the situation to set the appointment.

Comment by Mr. Natural on September 17, 2012 at 5:46pm

The "vomit" you speak of is what I call "Foundation for objection!"  Vomit by any other name...

Comment by Elise Kephart on September 17, 2012 at 5:40pm

I say I have some great news, because why leave them a voicemail vomitting all the information I have for them?  I have great financing!  I have great inventory!  I have a big sale!  If you leave this in a voicemail-what is the reason for them to call you back?  I leave the "I have great news voicemail
 and while it may be old school and "stale"-it works.  Customers call back and say one of two things, "stop calling me" or "what is the great news?"  You now have the customer LIVE on the PHONE to get them an APPOINTMENT. 

Comment by Mr. Natural on September 17, 2012 at 3:35pm

Hi Elsie...We come from the same planet.  I love it when you tell them that if they don't return your call, you will be calling them four times a day forever. Very smart!!!  Never forget though..."inspect what you expect."

Interesting what William said...To piggyback on that; I don't think it's so much what you say, as this: Does what you say engage them? The content means nothing, but...Are they engaged?

It would be great to share some time and knock around the whole thing. If I don't hear back from you...

Gillon

Comment by george lekas on September 17, 2012 at 2:40pm

Great stuff. Good job Elise.

Comment by William Phillips on September 17, 2012 at 1:35pm

Good Video content and intention to try and get customers on the phone.   Problem is that NO ONE and I mean almost NO ONE in any dealership will call much over 1 day and 2 at the most.  5 years of mystery shopping is really eye opening. If you can actually get a dealership team to do this, I have a lucrative job for you.   I believe 4 calls a day are two much, it boarders stalking.  Even though I know its the right thought pattern and agree with the behavior, customers are turned off by it.  Also "I got some great news" is old school and stale. Use better word tracks than this.  GREAT thought patter to this lesson and video, but not possible in almost any store you will try it in.   Some place in the middle is the answer.   AIM high.  

Comment by NANCY SIMMONS on May 12, 2012 at 11:04am

Great video Elise!!!

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