Comments on: To Script or Not to Script – Using phone scripts in your Dealers BDC http://www.dealerrefresh.com/using-phone-scripts-in-your-dealers-bdc/ Obstacles, Observations and Opinions of an Automotive Internet Sales Manager Wed, 08 Feb 2012 18:45:57 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Stan Sher http://www.dealerrefresh.com/using-phone-scripts-in-your-dealers-bdc/comment-page-1/#comment-3897 Stan Sher Sat, 15 Nov 2008 06:31:27 +0000 http://www.dealerrefresh.com/?p=1326#comment-3897 I like to use scripts as a guide to pick out phrases and wording. However, I believe in finding out what works best for me through trial and error and go from there. You will never see me with a script in my hand. I might type up things that should be said and give the list to my employees. At the same time we can role play. But I never want them to copy my wording. People need to be original, that is what sells car. Be genuine, be original, and do not be fake. The customer will see it and they will opt to buy from you. I like to use scripts as a guide to pick out phrases and wording. However, I believe in finding out what works best for me through trial and error and go from there. You will never see me with a script in my hand. I might type up things that should be said and give the list to my employees. At the same time we can role play. But I never want them to copy my wording. People need to be original, that is what sells car. Be genuine, be original, and do not be fake. The customer will see it and they will opt to buy from you.

]]> By: ROBERT CRAFT http://www.dealerrefresh.com/using-phone-scripts-in-your-dealers-bdc/comment-page-1/#comment-3531 ROBERT CRAFT Thu, 06 Nov 2008 02:16:13 +0000 http://www.dealerrefresh.com/?p=1326#comment-3531 I like for salesmanagers to take the phone calls because they know everything,rebates,rates,etc. i take all the calls in used cars,i know all the cars like my kids because i do all the advertising.i get them in the door and whoever ups them gets the deal. also all my salespeople post 15 cars a day each on these sites and put their cell phone numbers on them, they get 3 to 7 calls a day each.and it is free!!!!!!!!!yes free! www.craigslist.com www.backpage.com www.kijiji.com www.topix.com just to name a few Good luck all I like for salesmanagers to take the phone calls because they know everything,rebates,rates,etc. i take all the calls in used cars,i know all the cars like my kids because i do all the advertising.i get them in the door and whoever ups them gets the deal.

also all my salespeople post 15 cars a day each on these sites and put their cell phone numbers on them, they get 3 to 7 calls a day each.and it is free!!!!!!!!!yes free!

http://www.craigslist.com
http://www.backpage.com
http://www.kijiji.com
http://www.topix.com

just to name a few
Good luck all

]]> By: Jeff North http://www.dealerrefresh.com/using-phone-scripts-in-your-dealers-bdc/comment-page-1/#comment-3493 Jeff North Tue, 04 Nov 2008 20:05:48 +0000 http://www.dealerrefresh.com/?p=1326#comment-3493 Mike, Right on! Good insight, wish this was around 2 years ago. I struggle with the idea of scripts. I gave up on them a little over a year ago. Glad to see that I am not the only one. What tips do you use when you do your roll playing? Most of the dealers I try to learn from are New Car dealers. It's easier to predict the customer situation. I certainly see that the hardest situations are the customers who are the least educated about what options that are available to them. Thanks for the Tips. Keep them coming! Jeff Mike,

Right on! Good insight, wish this was around 2 years ago. I struggle with the idea of scripts. I gave up on them a little over a year ago. Glad to see that I am not the only one. What tips do you use when you do your roll playing? Most of the dealers I try to learn from are New Car dealers. It’s easier to predict the customer situation. I certainly see that the hardest situations are the customers who are the least educated about what options that are available to them. Thanks for the Tips.

Keep them coming! Jeff

]]> By: Mel Bayo http://www.dealerrefresh.com/using-phone-scripts-in-your-dealers-bdc/comment-page-1/#comment-3463 Mel Bayo Mon, 03 Nov 2008 17:40:55 +0000 http://www.dealerrefresh.com/?p=1326#comment-3463 Mike.... You're dead on. Scripts are crucial in both ensuring consistency in process and that proven principles are used in successfully moving customers through their purchase cycle. The challenge is that most dealerships have had access to virtually the same information for years and customers can come away from an interaction with them feeling as if the whole thing was canned and insincere. Once proven principles have been drilled into those performing the process, it is just as critical that scripts and process be personalized to fit the market, product, store and individual being served. The challenge comes in ensuring that the effectiveness of process and scripts isn't diluted (mangled) due to a focus on personalization. Repetition and experience are the keys. Mike….

You’re dead on. Scripts are crucial in both ensuring consistency in process and that proven principles are used in successfully moving customers through their purchase cycle.

The challenge is that most dealerships have had access to virtually the same information for years and customers can come away from an interaction with them feeling as if the whole thing was canned and insincere.

Once proven principles have been drilled into those performing the process, it is just as critical that scripts and process be personalized to fit the market, product, store and individual being served.

The challenge comes in ensuring that the effectiveness of process and scripts isn’t diluted (mangled) due to a focus on personalization. Repetition and experience are the keys.

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