Elevate with C&M Coaching

This week let's check out a common example of what can happen if all of your staff isn't cross-trained to handle sales calls. Cross-training can be incredibly helpful for dealerships, especially smaller stores with limited staff. Anyone can handle a sales call if they are trained properly. Check out this example to see why that is crucial!

Elevate with C&M Coaching's first-ever guest on our podcast is the amazing David Brotherton. Join us as we talk about Buckeye's new Dealer Performance Groups, the BHPH United Summit and Compliance Unleashed where we will have a joint speaking session. We also talk about handling internet leads. This episode is awesome, check it out!

The harsh reality is that advertising without training is a waste of money. If we are going to invest in advertising - we must invest in training! When it comes to helping your team, provide them with tools and tracks so that they have a proper path to follow. There is a right way and wrong way to handle phone calls. Does your team know what to say on the phone? The best thing that you can do is be an advocate for your team so that they know you are as invested in their success, as you are in your advertising. In this episode, let's get real about why so many stores spend thousands to advertise but don't see a return on their investment. It's about to get uncomfortable... be sure you stick around to the end for some exciting news about next week's episode - and of course, hear the tips on how to help your team succeed! 

This week I am going back to my roots with a retail call! I started coaching retail calls in 2011 and have coached hundreds of thousands of calls since then. Listen to this episode for tips on how to open the funnel in a vehicle-focused call, set a tentative appointment and deal with customer questions. 

Check out some of the common mistakes we see with both internet lead handling and inbound calls. All of it ties in with how we communicate with the customer (or not!) and what we should be doing instead...hint: it's communicating with them!

"New Year! New You!" is such a common phrase. What if it's "New Year! New Call Process that WORKS!" instead. In this episode, we will listen to a call from a current client that is NAILING their effort and call quality. This call is a great example of how you can handle outbound sales calls effectively, in a short period of time, while building excellent rapport. Congrats to this mystery sales rep who is featured and keep up the great job!

This week is a quick combined episode since we have a holiday coming up. We will be listening to a sales call that is not only poor but also super common. When we call into dealerships for free samples, we hear calls exactly like this ALL THE TIME. Check out how this call is handled, some of the excuses we commonly hear and learn how to handle this call properly instead. Have a happy holiday and see you next week!

This week we explore an inbound call that is almost shorter than the amount of time I sat on hold. This is a typical sales call, one we hear several times a day. There is a lot to unpack in this call, so listen to this episode for free tips on how to build rapport and avoid your calls sounding like this!

Fielding calls from customers who may not meet your basic, minimum requirements might be a hassle. But how you handle those calls directly affects your reputation and the potential to earn that customer's business somewhere down the road. Giving them a brief "no" and ending the call is not the proper way to grow your business, nor does it match what we advertise - that we are here to help people in all types of situations. So, what should you do if this happens in one of your sales calls? Spend the next 14 minutes learning what we should do and WHY we should do it differently. 

If you have a service department, this call is for you! Check out some of the mistakes made in this call and try to identify them before I bring them up. Can you hear what is happening in this call and who is controlling it? Service departments are such an important part of a store, we must make sure our customer service is top-notch if we want returning customers!