72% of Customer Lead Calls Mishandled - Learn From Auto Dealers' Mistakes PDF Print E-mail
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72% of Customer Lead Calls Mishandled - Learn From Auto Dealers' Mistakes
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According to a recent Dealix survey of 3,000 phone calls to auto dealerships 72% of inquiry calls received were mishandled. The study notes that most mishandled calls fall into three areas:

 

  • Seventy-two percent of dealers did not ask for an appointment with the caller.
  • Thirty-five percent of dealers did not suggest alternatives if the caller's first vehicle of interest was already sold.
  • Twenty-four percent of dealer voice mail systems were full or not functional, so the customer was unable leave a message.

How can your company learn from these mistakes? Consider the following:

 

Problem 1: Are your agents, sales staff or receptionist asking potential customers for face time when they have them on the phone?

 

Solution: Getting a lead on the phone is equivalent to gold – think how many voice messages you’ve never had returned. You must convert while you have a lead on the phone and asking them right then for a meeting will begin the process of converting that lead to a sale. Enabling your staff with a Customer Relationship Management (CRM) solution will help them ask the right questions from the potential customer.


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