DealersEdge Professional Forums

I recently took advantage of having our store shopped by phone. We had 3 different sources making calls (2 franchises & 1 independent) but got the same results. We need training on handling incoming phone ups and making appointments. Does anyone have a reccomendation on a good company? What should it cost? One company wants $10k to train 20 salespeople, is this reasonable?
I would welcome any advice in this area.

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First - Let me congradulate you on your importance of phone training. Since everyone has reincarinted CRM I think others will begin to realize that everyone in the dealership that has phone contact with the outside world needs training.

I don't want to turn this into a commercial so let me throw out some free suggestions first.

1. Seek talent in your own store first to train your people. Who gets the most phone ups into the store? Who has the sensitivity to take a heated customer and can calm the issue into a resale or reservice?

2. Have your used car sales team shop your new car sales team.

3. Ask your radio station that is running your ads for you come in and put on a training class. They will probably do it free Don't under estimate their ability to tele-market or their phone ability.

$10,000 is a little much for phone training. Maybe we are leaving a lot of money on the table for our services but we have a standing training fee of $1500.00 per day plus expenses for materials and travel. I think you will find most trainers in this range.

I suggest you look for a local consultant that you have faith in their work. They should require three days. Each day should consist of two classes. One week later they should have the second training day. The third day shoud take place three weeks from that. In the event you decide to use an in house person use this same criteria.

If you have any questions just e-mail or call.


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Mike Stinson
results@rintuit.com
www.rintuit.com