Interbike 2018

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Promoted to the Phone (Room The Forum presented by eBay)

18 Sep 18
11:00 AM - 11:45 AM

Tracks: The Forum presented by eBay

In the early 2000s, we saw many operators go away from live humans, and migrate towards automated systems. As we moved into the later 2000s, and with the onset of a dominant shopping experience online, many operators had (and still have) “Contact Us” pages on their websites. This put even less of a dependence on the phone. Now, with a world looking at small screens and typing with thumbs, our sub-conscious brains are craving more human connection. The phone has had a resurgence as consumers shop and educate online, and immediately call dealers to set up appointments and check inventory supplies. That begs the question, “Who is answering your phone?” For most dealers, it seems to be the least qualified, newest member of the team. That leads to a lackluster experience for the customer, possibly causing them to look elsewhere. In this session, we will
  • Discuss the importance of being “signed off” on working the phone call, and “graduating” to a position of answering and directing those calls.
  • Explore the psychology behind a world far less connected than ever before, and what we can do about that in those brief calls.