Incoming phone calls can be a great way for a car dealership to make sales and establish customer relationships. However, managing incoming calls from customers can be a daunting task. To ensure that the customer has an enjoyable experience and that the dealership can make the most of the opportunity, it is important to understand the do’s and don’ts of incoming phone calls to up your dealership marketing strategy.
Do: Answer the Phone at All Costs
Are you in charge of answering incoming calls for your business? If so, it can be hectic when the volume of calls is high. It’s difficult to keep up with all incoming calls and ensure that each one is handled properly.
Remember, customer service is an important part of any business. It is the main point of contact between a company and its customers, and a great customer service experience can make the difference between a satisfied customer and a lost one. The key to providing excellent customer service is to ensure that customers can quickly and easily reach a representative when they need help.
Don’t: Put Your Customers On Hold
Being put on hold for an extended period is one of the most frustrating experiences any customer can face. People prefer to avoid being put on the back burner, especially when trying to get help with an issue or problem. It can be incredibly disheartening to be put on hold for an eternity and make the customer feel like their issue isn’t important enough to be handled.
Before transferring the customer’s call, explaining why the transfer is necessary is important. This could include informing them that the team they need to speak to isn’t available at the moment or that the person they need to speak to is better equipped to help them.
Do: Pay Attention to Your Tone
It’s not enough to answer the call, tend to the query, and call it a day. Remember, these incoming phone calls are part of your dealership marketing, so you must speak clearly and professionally to your customers. Also, even if the customer is frustrated or irritated, it is important to remain respectful and understanding of their feelings. This can help de-escalate the situation and maintain a positive relationship with the customer.
Don’t: Rush Your Customers
It’s important to remember that customers are people too. That means when someone calls with a question or for more information, it’s important to take the time to answer their questions and provide them with the information they need. Don’t rush them off the phone because you have other things to do.
After all, as part of your dealership marketing, you must establish rapport and build trust with your customers. Rushing them off the phone can make them feel they need to be taken more seriously and lead to a positive customer experience.
Incoming dealership phone calls can be a great way to bring in new customers, build relationships with existing customers, and grow your business. However, ensuring that your dealership has the right systems and processes to handle the calls effectively is essential. By following the do’s and don’ts outlined in this article, you can ensure that your dealership is equipped to handle incoming calls professionally and efficiently.
Market Doctors is a digital marketing agency that helps companies with their marketing strategy and implementation. We can help you create an effective phone system and provide the tools and resources you need to ensure that your dealership is prepared to handle incoming calls. Contact us today for more information!