DealersEdge Professional Forums

Is anyone utilizing a phone script for their employees? I know not all situations can (or should be) scripted, but I want to give my people the tools to work through a phone conversation efficiently while still providing the customer the 'this person is taking care of me' feeling.

Things I've noticed with some employees:
Permaholding
Bad phone transfers
not asking for sale
giving away PNs (in some situations like discontinues, I don't mind this)
unable to move on from purely info calls- good exit strategies

Absolutely not on a script, plain and simple
If a customer insists on a part number so they can look it up on Amazon, use 1051515 or 25010792.
When it becomes a purely information call, I always say, "I do not have access to service information"

sgvawa wrote:Thank you for this article, this is where I go often to download ringtones for my phone

LOL - yeah me too

I'm just here for the cheap booze and smokes.