YOUR PHONE PROCESS & YOUR FINANCIAL STATEMENT CHIP KING CEO & Partner, CallRevu GET DIALED IN!
Transcript
1. YOUR PHONE PROCESS & YOUR FINANCIAL STATEMENT CHIP KING
CEO & Partner, CallRevu GET DIALED IN!
2. AUDIO Your name?
3. The Attention to the Phone Call
4. Nearly 90% of our customers will start the journey on the
internet and the phone to select their dealership.
5. They will View 7 Call 5 Visit only 2
6. AUDIO Busy Sales Manager
7. OUR FINANCIAL STATEMENTS ARE DIRECTLY INFLUENCED BY OUR
CALLERS JOURNEY Would you agree? The national average for marketing
expense is $350.00 Virtually, all of that budget is spent to make
the phone ring
8. Changed The Rules! 35 million people have smartphones, and
that figure is expected to grow 40% to reach 192 million by
2016thats 60% of the country Customers google 7 dealerships but
only visit 2 73% of mobile searches trigger additional action and
conversation 55% of purchases related conversations occur within an
hour of a mobile search Smartphones
9. 2MM Call Report Aggregate Data
10. 0 100,000 200,000 300,000 400,000 500,000 600,000 700,000
SALES CALLS BLENDED APPOINTMENTS 666,635 25% 31% 2MM Call Report
Aggregate Data DID NOT REACH AGENT TOTAL CALLS 165,204 208,360
13. 23% of calls (371,775) Never got throughFixed Ops Variable
Ops
14. 100% Result in an appointment ALL ATTEMPTED CALLS 25% 100%
Result in an appointment CONNECTED CALLS 42% SALESCALLS
15. AUDIO BMW, black?
16. 100% Set an appointment CALLERS ASKING FOR FIXED OPS 44%
100% Connected calls asking for price/inventory or appt. CONNECTED
CALLS 72% SERVICE CALLS
17. Selling bad vehicle AUDIO 8 minutes of hold time was taken
out
18. AUTO GROUP CASE STUDY PHONE HANDLING TOTAL PERCENTAGE BEST
OF THE BEST % Total Calls 8469 On Hold Hang-Up/Terminated Call 782
9% 3% Reached Voicemail Left Message 668 8% 5% Reached Voicemail No
Message 1045 12% 2% Call Answered Agent Not Available 812 10% 7%
Overall Intended Agent Not Reached/Incomplete Call 3307 39%
17%
19. Of Connected Calls LEAD MANAGEMENT PHONE SKILLS TOTAL
PERCENTAGE BEST OF THE BEST % Agent Identified 4704 91% 98% Agent
Not Identified 459 9% 2% Customer Information Obtained 2679 48% 63%
Customer Information Not Obtained 2941 52% 36% Agent Set
Appointment 2239 26% 35% Same Day Appointment Set 1350 60% 42%
20. Impact on Advertising Budget 39% of unanswered calls 61=
{LOST}
21. Impact on Advertising Budget 52% of the connected calls 29=
contact info was not earned, asked or received {LOST}
22. Appt. Set. Contact Info? AUDIO
23. You have always fixed what you have measured!
24. You have always fixed what you have measured!
25. The Callers Journey is so much more than a Sales and
Service Appointment Opportunity!
26. Post-Sale TRAUMA Pre-Survey
27. No idea how to make a payment AUDIO
28. BBB Consumer Complaint AUDIO
29. Smartphones Changed The Rules
30. Excerpt From: Baer, Jay. Youtility Penguin Group, USA,
2013-06-02. iBooks Winning customers for life requires becoming a
resource to consumers rather than simply selling to them Sixty
percent of the decision is made before the prospect identifies
himself. Sixty percent of the decision is made before a call, or an
e-mail, or an entry into your lead tracking database. Customers are
ninjas now. They are stealthily evaluating you right under your
nose.
31. Employee Report Cards Hold Your Trainers Accountable For
Improvement Sales Service Parts Receptionist
32. The informed callerdemands transparencyAUDIO
33. Full Name: Company: Job Title : Email: Chip King CallRevu
LLC CEO & Founding Partner [email protected] Contact Info