The Dealer Playbook
The Dealer Playbook

Episode · 6 years ago

DPB 081: How To Handle A Phone Up Like A Boss with Elise Kephart-Adame


Welcome to session 81 of “The Dealer Playbook” the most electrifying podcast in the automotive industry. We are so glad you are here.

In this session we are talking shop with someone we have not had on the show since way back to episode 23, a longtime confidant of team DPB “The YouTube Diva” Mrs. Elise Kephart-Adame.

In case by some freak chance you’re not familiar with Elise:

Elise is the founder of The Elise Kephart Experience, a company focused on helping dealerships strengthen their process, sales teams and lead handling utilizing tactics with a emphasis on improving phone skills and utilizing video email. 

An international sales/marketing phenomenon in the auto industry, Elise is nationally recognized as “The YouTube Diva” for her persuasive personalized video greetings. 

Since 2007 she sold countless vehicles to clients by creating a strong bond with her customers through the power of unique video messages.

Among her high volume sales, she has also earned top performing CSI.

With her unique approach to videos, her phone skills and selling background, Elise has visited dealerships across the country teaching her one of a kind method.

This time around for episode 81 our discussion with Elise is all about the inbound phone up.

How To Handle A Phone Up Like A Boss

Elise shares with DPB her top three power moves to handling phone up’s like a pro… Like a BOSS!

1. The first impression

We have all heard the saying “first impressions are everything” but yet why does the majority of car sales people answer a sales call like it’s a massive inconvenience?

The quality of your greeting sets the tone for the entire call.

Elise drops some great incite and examples to help you make a first impression like a BOSS with phone up’s.

2. Get that contact info

There is no excuse for not getting a phone up’s contact info. That is the first step to getting a sale.

Elise shares her top secrets to getting the contact info like a BOSS.

3. Ask For The Appointment (More than once)

The objective of a inbound phone up is to set an appointment. It is unlikely you will sell them the vehicle over the phone and even so they will have to come into the dealership at some point so no better time then now.

Elise delivers her best strategies and techniques to setting more appointments with phone up’s.

This session is a little longer then most but that is because it is jam packed with valuable content. What you see above is just a small glimpse at the value that is packed into session 81.

Get connected with Elise:

You Know The Drill, Now It's Your Turn

The whole team at DPB can not thank you enough for all the support and love you have been giving us.

Whether you loved it, hated it, want more of it, or want something different , we want to hear your voice.

Sound off below with your thoughts, opinions, suggestions, questions, etc. and lets keep this conversation going.

See you next time ; 

Have You Checked Out Michael Cirillo's Best Selling Book "Don't Wait Dominate? 

  • Get Michael's book here.

Connect With Team DPB

  • Connect with The Dealer Playbook on Twitter here.
  • Check out Michael Cirillo's blog here.
  • Check out Robert Wiesman's blog here.
  • Connect with Michael Cirillo on Twitter here.
  • Connect with Robert Wiesman on Twitter here. 


This is the dealer playbook. Hey there, thanks for joining us for episode eighty one of the dealer playbook podcast, where every week we deliver creative strategies for you, today's advanced automotive professionals. My name is Michael Cirillo, joined by Robert Wiseman. What's going on, a man, what's happen? You know, episode eighty one. So that's super cool and you know, Love, love the feedback that you guys are giving us for the show. Really motivates inspires us to keep pumping out content for you guys. We love the reviews that we're seeing and just the feedback and interaction that we get. You know, we do this show for you guys, so just super grateful that you guys keep listening in. Today we've got a really cool guest for you, a good friend of ours. If you recall, if you've checked back on previous episodes, you will have heard her the first time on episode twenty three of DPB. We've got a lease kept art from the elast kept heart experience. You're going to hear her talk about the incredible ways that she could convert inbound phone call so phone ups, into appointments and of course, on the sales, Robert, before we jump in the show, you got anything to add about are are? This is powerful, you know, information in here because, as we discussed in here, like the phone ups are there's no shortage of those. The inbounds and they're overlooked and miss played some maytimes. There's such a valuable resource for anybody, the high it's buyers out there so least, but drops. What three or three top tips for you to handle income incoming phone ups like a boss? Yeah, you're ready here, her man. Yeah, absolutely, here we go. Let's dived. Well, if you can believe it, episode twenty three was the last time we had a lease on the show. Now Rock and episode eighty one at least. Thanks so much for joining us back on the dealer playbook. Thank you so much for having me. I'm I'm been a huge fan since since day one. Dude, I'm and I'm waiting for the adamies to be start dropping. Yeah, yeah, that's that's on the way soon. We got number two on the way soon. Get what did Robert just say? A dommy one point five or something like that. Yeah, not one point five. Nice. So you've been a busy you've been a busy woman busting things out here with the at least kept art experience and you know, I just want to lead into this today. I know this is a topic that so many people want to know more about. In fact, and I don't know if you know this, you probably do, but I'm just going to say it because it works really well with my lead in question here, I went to Google, I typed in a lease kept heart and before I could even finish typing in your name into Google, you know how Google gives you that autosuggest like different things you could search for right right after your name. Okay,... right after at least kept heart. The next auto suggest from Google is at least kept hearts process. So we know for a fact that you know death, and definitely those that are listening in right now, that's kind of the main thing that I think people want to know. They're like, okay, we know, we know this. This woman has had busted it, she's on the frontline, she's speaking all over the place. Now what is the elast kept our process? So let's let's, I guess, maybe look at this. I'm going to lead into the the concept of, you know, handling phone ups. How do we do it like a boss? What's the elise kept heart recipe, maybe your best three tips on handling phone ups like a boss? Well, the first thing, you know, really thinking about it, the first thing is it's it's a little strange to me that it's, you know, two thousand and sixteen and I hear some feedback sometimes. I Oh, why do we got to worry about the phones, you know, and there's so much focus on all this other, you know, technology. And don't get me wrong, you know there's there's a lot moving forward, but when it comes to that phone called, it's almost like it's a lost art form. And what's strange to me is, you know, because of technology, we have smartphone technology and we have, you know, mobile sites and that click to call feature, and because of that click to call feature, what we're seeing is a huge increase in phone calls, not just even if you just take it across the board, for just businesses in general. You know, no longer the day or we have to remember a phone number, write it down and dial it separately. I mean, you're on your iphone, you you see a vehicle that you like, you don't even have to drop a finger. You just hit a hit a button and it calls that dealership directly, and because of that we're seeing a huge increase of phone calls. So all the more reason, you know, to handle these phone calls like a boss is important, and you know that's the first the first kind of step is really putting that in the big, the big play of things. And then, you know, when we mean handle a phone up, it's it. It really comes down to that. You know, before you even pick up the phone. That amazes me when I listen to a lot of phone calls, how sales people or BTC reps, it's like they don't even want to be on the phone. It's almost like an inconvenience, like they had to pick up the phone and you can, and you can tell that because of their initial greeting or their initial tone. You know, we still hear the sales can I help you, or you know, hey, this is a list can can I help you? Like they're in a hurry. These rus auto salvage. There we go. Get me started. Don't get don't started on that. He's some made names. For like a week, I'm planning a vacation, a little romantic get away to man it's Oh, there you go. Hey, do you think this is a generational thing? Like, while we're on that topic of kind of not wanting to deal with phones, are we seeing an increase as and and I'm not generalizing because obviously we're all millennials on the call, but like, is... a millennial thing where we're just more used to wanting to text or wanting to not hear somebody else's voice? Like, what do you think that's related to? You know, I think it's just it comes down to, you know, whether you're making it for the case of an inbound phone call. There's not a lot of, you know, proper training that goes on on how to handle it, and so, because of that, if you're if you don't get properly trained and you don't get resolved from your inbound phone calls, you, yeah, it's just like yeah, you know, it's it and it's crazy priority. It's crazy to me because it's literally there is no, no, nothing hotter than an Inbo phone call right, like they're the how we're engaged. Is that prospect? If they're they're calling in, you know, like if they're there on the lot, they could be just kicking some tires wait and service, waiting on their girlfriend at the nail place across the street, whatever, right, right. Or if they're an email Lee, they just could be who knows where they're at in the funnel, right, but if they're falling in, I mean that person is ready to rock and roll right, right. You know, the majority of buyers, ninety percent of buyers, that are ninety percent of inbound phone calls. When they call a dealership, ninety percent of them are going to have a newer car in their driveway within ten days. So That's a pretty high statistic. And you know, people go away. Ninety percent. It doesn't necessarily mean hey, Robert, you know they're going to have a new Honday that they purchased from your dealership. But they're going to have a newer car in their driveway meeting, they're making a purchase, purchasing decision and there's going to be a newer car in their driveway within ten days. And with the we have to look at it. You know, for me to put an effort to actually call a dealership, which we can go on a whole other run about, you know, the for for a consumer to call a dealership, that's a big deal. Because so many consumers right off the bat, you know, they they don't necessarily want to call a dealership just because of the bad stickering. They're ready, yeah, right, right, so to make that that phone call. You know they're they're very they're very far along in the process and from our perspective, you know, working in the dealership, picking up that phone, we have a it's not face to face with the customer, which is obviously the best thing that that we that we have, as far as you know, closing the sale and so forth, but it's a live conversation. So I'mlike email and unlike text messaging. I mean, though, having wrong. I love text messaging and so forth, but a live conversation is voice to voice and you can hear each other and and how you sound on the phone, you know, plays a big, big role in that. Not only that, if, if, if people are look if salespeople are texting their customers the same way. I get text messages from them, like, I mean, it's so bad. You you could have the like, you know, the Whitest Dude on the planet, but when he text messages you, sounds like he's from the hood and you're like, I don't understand. Depends, though, on the person that they're texting though, and...

...then feeling that that that could resonate. or I guess I just feel like I've had more cut like I've had more arguments with my best friends over text message that when we got on a three and a half minute phone called, we were like, Oh yeah, we were all saying the same thing. Cool dout. Yeah, Elie. So you would say that number one is kind of like the initial greeting. So so let me example of bringing it. What's an a game greeting? So a so. So, a game greeting is you want to, you know, be in the proper sound of mine, have a positive tone, because it's going to be your first impression of this caller and you want to introduce yourself, say your dealership name and, you know, thank you for calling. How can I help you? So it sounds something like this. It would say, good afternoon, thank you for calling ABC motors. My name is at least. How can I help you today? Or you can even say, you know, it's a great day here at ABC motors. My name is elise. How can I help you today? And a lot of people go well, you know, I don't know if I could do that as a little uncomfortable. Well, yeah, it's going to be uncomfortable. But also keep in mind nobody else, as much as I would like to say that, a lot of people say that. You know, it's the most common greeting that I hear is you know, hey, this is Elis and sales. How can I help you? and S so yees sales, Gim and sales. Yeah, so right off the bat, if you can find a way to differentiate yourself, it almost throws the customer off guard a little bit and they're kind of like, oh well, Dan, what are you having? You know, I want some of that. So it's kind of and it kind of sets the the tone of how the conversations going to go. And another thing to put in perspective. You know, I don't know if you guys have ever crilla. Do you have chick fil a's and Canada or have you ever been to Chickfila? I've been. We don't have them here. Okay, so you know, you go to a Chickila and those those employees, you know, are just like, I don't know what they put in their and their chicken, but they're very you know, customer service or in and same thing with a lot of starbucks. You know, the starbucks people, even if it's four in the morning or trained to be as bright and bushy tailed as possible and, you know, be aimed run the customer. And if, let's say, you know, let's say you went to a starbucks and you ordered a Grande Latte and, you know, maybe they mess it up somehow, maybe they made it nonfat milk instead of whole milk. Well, if that comes, if that Barista was really friendly to you right from the beginning, you know, it's very difficult to become rude or upset at that customer over a mistake, versus if you know the customer, if the Barrista greeted you was just like yeah, what do you want? You know, if they made your drink wrong, it's a little bit. Now you're kind of upset because they weren't polite to you, write from the beginning and they messed up your order. So, you know, having an initial greeting that as positive and friendly and, let's be yet, up theat right as it automatically puts you ahead of the game, like right, a little bit right there. Well, and to put it in perspective, like going along with what you're talking about. Just yesterday, I may, I was at a clip, one of our department stores here, kind of like a macy's or whatever.

I had two items I wanted to buy. A walk up to the counter and the woman just was not excited about being there and I actually like right, here's the thing. I'm a I'm pretty like frugal. So I'm even like second guessing my purchase already, and my wife's like pushing me into it. She's like no, you only buy clothes every like six years, you need to do this. But this woman, like I was like I don't want to give you don't you don't even think about the company at that point. You think about I don't want to give my money to this person. And so like tying that over the car business that we always throw things around it. You know, the sayings like Hey, this is the second largest purchase or investment these people will ever make in their life or whatever, and they know they want the car they're they're quasi excited. You know, it's like a fifty either excited but somewhat apprehensive because you know it's not something you do every day. So you're still kind of unsure about how everything works and they're unsure about butt shopping for far exact. They're unsure about it. And then, and then all of a sudden you walk in and it's Jim and sales, you know, and it's like Oh, Dade, like I don't want to give this guy my money. You know, I'm scared as it is. Yeah, it's it's and we we make these mockeries of how greetings are. But I guarantee you know, people listening on this call. If you have called tracking setup and you go into your your inbound recorded calls, if you have, they gotta they're gonna hear that and they're going to hear even worse. It gives it gives people's look at and we're not and listen for those of you. Listen again. We're not trying to perpetuate the problem, we're not trying to make fun of it, but it is a real issue and I mean we all know it. It's time that we kind of draw that long in the sand and say, okay, we're not here just talking about how bad it is and making fun of people. This is a real issue and we're here to offer you know, that input into how they bound call is harder than ever right now. Absolutely, and Look Right Front and Michael, you can definitely, you know, back me up on this being in around how the dealership website model, you see a lot of you know, we're seeing a ton of the phone call, you know, increase over web form decrease. Correct. Oh, yeah, yeah, I mean it's even, you know, if you go back even like five years, I mean I would say it's it's five to one, or more so, five phone calls for every web form submission or more. The problem is, you know, what has been perpetuated the guys is this this idea that the web form is the the lead that we should be going for. And so we see a ton of dealers that are discrediting all the phone leads. They get like, you know, four, five, six hundred phone calls a month in these, you know, smaller markets and they're like yeah, but I only got a hundred. Of The web form is by a car. As Al Said, a ninety percent within ten days. Eighty ninety percent of those in bound calls and find a car. Yeah, but they want for those right, all right. So what do we got? We got, all right, unique upbeat, positive, breathing number one. So number two...

...would be number two is, you know, is I'm I'm going to go in for a three momentum, but if I to pick a second thing, you know, it's the struggle and a lot of phone calls to I think a lot of sales reps and be scrups know that they have to get a name and number, but it's always a struggle because they they do it in the wrong manner. And part of that is you have to give the customer. You if to give the consumer a reason on why, why they should give you their contact information. And well, one of the methods out there is, you know, hey, in case we get disconnected, let me just go touch that car to make sure it's still on the line. I'm sorry, but I'm not baiting to any of those tact it's you know that the reason tip it, you know, the really give the customer a reason. And and it all it again at cale goes into how you sound if you sell anything that you say on the phone, if you sound at all in genuine or scripted, a customer can read right through that. If you know, people get scripts all the time and learn word tracks, but just like when you're learning the steps of the sale and the car business, you know, working with the customer face to face. You have to be able to control, you know, how you how you sound, and a lot of the things that I would do I was on the phone is, you know, I would would have like a little mirror at my desk so that when I did take a phone up or when I was making outbound calls, I could see how I looked, because that's going to help me portray how I you know, how I sound. That's so all that added that to that works very yeah, it's kind of a selfconscious thing, but it really helps you because then if you if you look a certain way, than how do you think you sound? Because how you sound directly is, you know, correlated with that, with how you look, essentially. And a pro tip is you can use the reflection off your monitor too, if you need to. There, there you go. But so, so the reason, you know, is is you want to express urgency about so if they're calling, the most common call that people typically here is a specific type of call, which is hey, I was online. I you know, see, you guys have this two thousand and thirteen read and they soon ada wanted to see if you guys still have it available or want to get more information on it. So they're calling. That's the typically the most common call is when they're called, when a customers calling on a specific vehicle, and so you know it's get contact information on that customer. You want to sound excited about that car and say, Hey, you know what, that is a really nice vehicle. I know we've received a few little bit of phone traffic on it recently. So I do want to double check and make sure that it is available doesn't have any pending sales. This is only going to take me about ten, fifteen minutes or so and then and then go right into are you calling from your homer cell phone? So whenever you get contact information, you know and it's not. Can I get your number, because that's going to leave the you know, the option for the customer to say yes or no. But are you the assumptive? Are you calling from your home or cell phone? Are you calling from your worker cell phone today and that number is all right, and how do I spell your last name correctly and your first name is? I want to go for a last name first and I'm going to put them in what's called Alpha Mode, and what that's going to... is, you know, it's it's pretty much going to get guarantee that I'm going to be able to get their last name, then their first name. And once I gathered that, I want to be sure if they're calling on a specific vehicle like the Sunday Sonata, and that is the most common call, that I don't I don't specifically, you know, narrow this phone call down to just that one vehicle. So after I've gathered contact information, saying something like Hey, and by the while I'm checking on the availability of a Sonata, let me ask you, was it only this Sonata that you're interested in? Or, you know, if I had something really nice and get save you some money, are you open to other sedans as well and opening up that funnel, is what I like to call it. So, you know, it's typically a lot of customers, you know, are looking at other vehicles. You know, if it's a very unique car like a mini Cooper or maybe a corvette or like a, you know, a very rare shellby mustaying or for raptor something in that nature, you know they might be only looking at that one. But if it's you know, a Honda Cord, a Handy Sonata, you know something. They're looking for a particular type. Yeah, yeah, they're looking for particular type. And then, you know, the key is you do not want to disconnect that call. It's like the worst thing you can do. And here's why. If you've ever had to make outbound calls, like working Internet leads or equity mining leads or anything like that, you know the hardest part is, you know, typically getting the customer live on phone. So here you have a live connection. You don't want to call that customer back. That's that's again a method, very proven well, method to get their contact information. After you've done that, after you've opened up the funnel, then it's Oh hey, you know what, I just thought of something. I can actually get this information for you right now. Can I play on hold for a quick moment? And in that moment it's you know, keep in mind, put yourself in the customers shoes. You know, even even twenty seconds on hold is forever. So, you know, keep your hold time down to five to ten seconds and I'm going to assume availability on that car ninety nine percent of the time, especially if I've opened up that funnel and they've told me, you know, that they're looking at other vehicles as well. Like it. Then I know I'm when I come back from hold. And this is the third key factor, is go for that appointment. And it's crazy to me, but again, when I listen to phone calls, very rare do is contact information, e. That even attempted or gathered. And then the appointment. That's the whole purpose of a phone call, right to schedule an appointment, to make sure, you know, so that that customer can be face to face with you. And we a lot of people miss that too. You know. Are we here? The appointment being asked like well, you know, do you think you might be able to come in possibly, or you know, are you thinking possibly you could stop by this weekend? I'm going to be here all day till seven. Well, truly, yeah, just ask for ask for me. My name is Robert. It's like to me, that paints a picture. Again, you're not facetoface with this client, but that paints a picture that your name is Robert, you're unfortunately there till seven o'clock. You don't like your job. You're standing at the window and you could just come in at any time because, you know, hey, I'm just I'm here till seven o'clock, you know, when you go for that appointment, asked with confidence, and I'm always going to narrow it down.

Even if it's a slower day, I still want to paint that picture to the customer of, you know, of scheduling an appointment. And always, I always, you know, you'll notice a pattern and a lot of the stuff I'm always giving a be choices. I kind of have this analogy where, you know, John and I for a while we couldn't figure out what the what the heck we wanted to eat for dinner. You know, would be like, what do you want? What do you want to have for dinner tonight? I don't know. What do you want? What do you feel like? And I don't know what do you feel like? And it's like this back and forth or deal for twenty minutes, you know. But I've learned two word it if I give them choices and I say, you know, hey, honey, what do you want for dinner tonight? Do you want Thai food or do you want me to make chicken at home? And he'll go, you know, let's go get Thai food then you know, doesn't like doesn't like your chicken. No, Hey, I've been. I've been studying up on pinchest recipes recently, trying to do try to eat, eat healthy. So my chickens, my chickens, are fantastic. You'll have to try it out. Sometimes over for a boar you have us over. Hey, I'll bring the chips. All right, that's it. So what a way. So what is number two? So number two is the information, contact information, and then three is, of course, the appointment. I would yes, is theree is the appointment. Those are the key. But the thing is, again with contact information, you have to you know if the most failed method is if you just a lot of people know they have to ask for it, but it it's a threatening thing. So unless you give the customer a reason why, you know why they need it, a lot of times you fail at getting it. You know the customer a lot of times to be very hesitating, other like, Oh, why do you need that? And I've heard people say, well, I got to put you in my crm. So so that's my favor I've heard of say, like by Urvized, that we got to work with you. Is Like I gotta put you in my dealer socket. You know what, though, here's the thing I and I mean I think it's stems from not not a lot of you know, I guess, the mindset. They don't realize that kint that this exchange of contact information, that's the first transaction. And and you know, if they knew that, people, you know what, like I can make more money. What I can't, what I can't deal with, is people that spam me because I gave them contact information thinking they were going to like, you know, do right by me, and they just spam the crap out of me. And so people actually, you know, they hold onto their contact info a lot stronger than they actually do their wallet. And so, you know, I like what you're saying here, because it's about putting Karen keeping for that individual. You know, you're taking a very tactful approach to getting their contact information. Not, you know it, people are you know what, people are listening to this, laughing, saying, Oh, that's so fun, these guys are so funny. But I mean the reality of it is that this is what I mean,...

...this is what people are really doing. Are Going to put you into my scare. You know, it's so ridiculous socket. Yeah, or or a lot of times that we they don't even go for contact information because they have that magical thing called caller IDA, and that's, yeah, worse because if you just pull a first of off, you don't know if that call of he is accurate. Secondly, if I'm a customer and you did not ask, actually ask me a thing, okay, for for for my number, they just pulled it off caller ID and then you followed up with me, I'd be quite offended because I would you know, it's kind of like you you didn't ask permission. So and I've worked with a lot of sales people and we're going through their you know, their calls and their phone apps and well, okay, what happened with this customers? Oh, little, I just log them, but we can't call them because I pulled that number off caller ID and I don't next get contact information and to and then at that point it's kind of like a it's not really elated at that point, you know, if you did schedule The appointments hours. Yeah, it's just messing up because again, it you call that customer, that could be offensive to a lot. I would be offensive to me I was on the other end as a customer. So not open hole or ID you know making sure you have the right methods in place to get contact information. Go for that appointment. I always like to go for the appointment three times. If I can't get the appointment, then I'm going to go for a follow up phone appointment. Okay, so you try, you go for the appointment as yeah, I give up the information. I'm not. I'm reluctant on giving you a date for the appointment. You then go for the appointment for a follow up conversation. Correct, right, right, which comes its like? How? Well, first, if you if I schedule an appointment, you're going to give me some type of objection. You know, you might throw a little hare before I come in. I want an under price or whatever. That is important to know what you're objecting you know how to handle those. Objection handling techniques are but it might be something like you might say, well, you know, I got to run it by by the Mrs you know it's going to be her car to so I'm not really sure. I can't really narrow down time if I can't get a firm appointment, you know. But I feel like there's something there, then I'll go for it. Actual tenantive appointment and I'll say, Hey, you know what, I completely understand. You know, most customers that I speak to, you know, have to speak with their signficant, other others as well, or I might even relate it to me and I might say I completely understand. I know if I was looking at a vehicle I'd want to bring my husband as well. And then I'm going to do the assumption again. Let's go ahead and do this, Robert. We can get pretty busy here over at ATC motors. Let's go and set up a tentative time that you think you and your wife might be able to stop by and look at that Hounday Sonata. You know, worst case scenario if something comes up you don't make it in. That's not a prom at all. We can just reconnect and reschedule, but that way you know if you do happen to pop in, you're not waiting on us and we're waiting on you. Now, that being said, you know your schedule a little bit better than I you. Are you thinking afternoons or Evening Work Better for you? And then, if I can't go for that, tenantive appointment if they still like, and I will tell you that a lot of times, I don't know if it's just putting the word tentative in there, that kind of eases the pressure off. Customers a lot of time, let's good. A lot of times will go okay, you know. Well, yeah, less commitment, Yep, but it is leaves you the option.

Sorry, at least it automatically leaves you the even if you're secure, book them on a on a tentative, that tentative appointment. Even if they don't show, that's a that's an excuse to follow up like no other afterwards, to which is good. Yeah, you need a reason to call them back. And and what happens if it's if it's that example of Hey, I got to talk to my wife or husband. You know, if you set up a tentative appointment, or if I'm a customer and I set up a tenantive appointment with the dealership or any type of business, once I get off the phone with you, I'm going to be texting my husband or calling my husband and saying hey, you know, when you get off fork tonight, you know, I told the Guy Doubt the ABC motors that we would maybe swing by and take a look at that Sonata. You know, it's a conversation piece that's kind of getting brought up after the phone call, versus if there's no appointment attempt at all or nothing there, then once I get off the phone with you, you know, as a customer, it might not be a conversation piece that Eve can get. It's brought up to my significant other until maybe, you know, the next day, or until it maybe I call another dealership, something else POPs up on my phone and you know I'm distracted by something else. So let's go for that tenantive appointment and then if you can't get either of those, then you know, go for a follow up appointment, which is well, Hey, let's go ahead and do this. Let's I completely understand whatever the reason is. You know, you can go. I completely understand that. You know you you have some things you have to take care of before you come in and look at this Sonata. Let's go and set up a time that we can follow up. That being said, when are you most available for a quick, you know, five minute phone call? Would Thursday or Friday work better for you? Morning or afternoon? When you do call it's not. It's it's you know, it's not. It's a an expectation. I need to create a task. You must see our yeah, I'm gonna give you something else to put in your dealer socket. It's like, who says that? I'm still cracking up on that one. It's go ahead, you please. Oh, I was I was just saying. You know it. It just wraps down into you know, if you're a dealer or you're a anybody that works in a dealer listening to this, you know this, this podcast, and you got to ask yourself, wait a minute, okay, how are my phone calls? You know, and have you really calculated out, you know, have you listened to yourself, and have you calculated out, out of a hundred phone ups, you know, how many appointments are you setting out of those a hundred phone ups? That's really what it comes down to. I'll tell you the national closing the national total close rate. So out of a hundred, well, let's see, if you guys know this, out of a hundred phone ups, what do you think the national close rate is on phone ups? Right now, I Orlik commit to an appointment for that box. That actually five, that actually drive off in a car, buy a car lords. I have no idea. I'm going to say yet around the under the five percent. Aw, yes, you're seeing. Yeah, well,...

...yeah, five percent. It's right about it. I was going to be more optimistic than that. Where are you going? Twenty, thirty? No, I was going to say about fifteen. Oh well, see, here's how it breaks down. Those I'm talking about total close ratio, so and and per individual store. Essentially. So, if you take a hundred phone ups and five percent clothes, that means there's five purchases, let's say. Well, if you had five purchases, that means ten. You had to have ten, ten people actually show up for their appointment, right, as fifty percent closing right, right. And then if you had ten people show up, that means you had to have about twenty appointments scheduled. Right. So, because if you schedule Twenty appointments and ten of them, if you know, a twenty percent appointment ratio to rate to sell five cars. Right, that's correct and that's very low. You know, once you get very well skilled on the phone, once you properly, you know, learn and master the steps of the phone call, of the indown phone call, you should be very easily scheduling eighty five percent appointments, which means out of a hundred phone ups, if you're scheduling eighty five appointments, if fifty percent of those show, that's going to be about forty two customers that show. That to show twenty deals. Yeah, twenty deals at minimum. You know there's variance is on how to increase your show ratio and close and close ratio once they're there, but if you just go by the fifty rule, that's where we should be at. So obviously the difference between twenty deals and five deals, you know that's a that's a big difference, especially if you calculate. You know, you can calculate what your average front and bad grosses per deal. There's a lot of money left on these bath easy math. Well, the thing I love about that is is really I mean the simplicity of the math. I mean this shouldn't be a revelation to somebody that's sitting inside the store twiddling their thumbs, going, man, how come I can't make more happen? Well, if you if you kind of work backwards using this math. You know that you just talked about at least it's it's easy for you to say you know. You know that question, that self awareness question, that that more people need it to be asking. Is Okay, well, am I doing enough? You know, or the self awareness of, wait, what I talk to myself on the phone, like if, if I listen back to my phone calls, am I doing enough? Am I saying enough? Do I sound happy enough? Like what I talk to me? You know, I think, I think it all comes down to that, that self awareness and saying you know, and just being more aware of what your circumstances. But I love the the simplicity of this math, because we all know there's people out there that are going, man, how come I can't make more happen? It's like, Dude, you're sitting there watching TV on your phone, and so the phone Bro Answer, the phone, work the phone. Become a master at handling the phone in balance to they're coming at you. You know what I mean, like ye can't yea yeah, exactly. Well, all right, at least this has been so filled with with valuable information. No doubt people, Hey, listen, it's pleasure. You were on twenty three and now you're on eighty one. It's been cool... have you on the show. How can our listeners get in touch with you? I will go ahead and leave my cell phone number. That has changed since two thousand and two, so as you last time, that it'll be in the notes here as well. It's area code eight hundred and five, four, four, one, three, three nine eight and email address is elast kept. Our experience at Gmail. Tom At least experience it emailcome you also could find me on facebook, twitter, you know, all the Social Media Linkedin. There's five million ways to contact you everywhere, every social mg. Absolutely all right, at least. Thanks so much for being on DPP today. Thanks at least. Thank you. I'll right. And that was our friend here at DPV, Miss Elise kept part a dommy. She's always great to have all on again. It's been been a while since she's been here, but we do talk to her often. But would you think, Michael, I mean good information man, right, solid to the point and an actionable yeah, I mean, and you know, she gave us three, I guess, tips or three guide minds. But inside of each of those, I mean if you were paying attention, she really breaks them out really to their core. Anybody listening to this, I mean you should be able to walk away and say, okay, I've got a better understanding of how to how to handle the phone. She dropped some power a downies on us today with some good word tracks and, yeah, transolutions that to move you through that process of the the ever so hot phone up. But that's episode eighty one. I think it was great again at dealer playbookcom with that eighty one, whe ELASA's contact information and all the other information discussed here in this episode. What else we got, Sorella? That's it, man. Thanks so much for all the reviews for listening in. Like you heard Robert say, triple w dot the dealer playbookcom for eighty one and I'm ready to check out of here. Yep, see you next week. By.

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