This year, there is a growing gap between automotive leadership and automotive laggers in the customer experience. 2018 is sure to bring a dramatic increase in the digital retail environment and that change-over is going to bring a new focus to all digital channels, especially the phones. For example, customers connecting on social media are often not contacted for hours, dramatically decreasing the chance they will come to your showroom but increasing the likelihood that they will contact someone else. Frontrunners are going to have to develop a super system to meet the customers' demands across all channels, especially the phone. Dealers have always fixed what they've measured and they've always fixed what they're passionate about, it's time to ensure that they are taking the steps to becoming a leader on the phones.
Primary Learning Objectives:
- Learn best practices on handling the digital retail environment changes (2018 will see an accelerated movement towards the digital retailing environment in automotive that will require super innovation in all communication channels and will continue the increase in phone traffic to allow dealers to provide guidance to buyers).
- Discover how to avoid the train wreck of when lack of focus and old environments in a dealership meet. On average, only 67% of callers needing help on a purchase are able to reach an agent and are then often met with traditionally manipulative scripting designed to withhold as much information as possible, resulting in a 33% failure rate.
- Leave with best practices on following up with a customer and outbound calling. Every inbound call/email/chat/text deserves an outbound. Customers have the ability to move on to the competition with the click of their finger. Mastering the follow-up is key to providing top-notch customer service.