Did you know that first impression are built within the first few seconds of the call? That means whoever is answering your phone and speaking to your customer first, is setting the tone for the entire conversation. If their greeting is dull or incomplete, it will negatively impact your customer's opinion of your business. Let's listen to a few example greetings together and talk about what you can do to impact the customer's perspective by simply improving your greetings!

Asking for referrals can be awkward, so I packed today's podcast with tips on ways you can ask for referrals and things you can do in-store to obtain as many as possible. How you treat each customer can determine whether or not they feel comfortable referring their loved ones to you, so let's explore how to maximize your referral potential! 

Music by Bensound.com

This week, we listen to an inbound call that we placed after submitting a mystery shop to a client, and we received no call from them. When we mystery shop, we pose as a local customer, so essentially you can get the full customer experience start to finish from a mystery shop. In today's example, the store never called (wait till you hear how many days went by and they still hadn't called), so we called them using the same alias to see what happened. This call is packed full of free training, so check it out ASAP!! 

Hot Topic: Answering Questions! In this episode, we will discuss the most common questions automotive salespeople are asked and chat about the best time to answer them, and how to answer them! Leave with real tips you can implement today to ensure a successful sales call. 

This week's "Call of the Week" explores the success of outbound calls, which occur when a customer submits an inquiry to your dealership. We will listen to an example call and coach it together. Check this episode out for maximum success on your outbound calls!

Wait until you hear how many Mystery Shops C&M Coaching completed, and how many of them actually called us (posing as a customer) over the course of 5 days! Hint: it's NOT GOOD! Check out this episode for details on response time and the homework you should complete before picking up the phone!

If your dealership has a collections department, this episode is for you! Today I will play a real collections call, that has been scrubbed of all personal details, and review my tips for perfecting your collections calls. This episode is quick and packed with great content. Check it out!

Music by bensound.com

During my career, I have heard many arguments about whether a word track or a script is effective. In this episode, I will review the top 5 excuses I have heard over the last decade, and deliver tips on overcoming each of them. If you are trying to implement a word track or phone process and are experiencing pushback from your team, this is for you. Lots of tips are packed into this 10-minute podcast, don't miss it!

I call it "The Great Debate" because everyone thinks they have the right answer. Listen to find out my opinion on this hot topic.

Customers rate your business based on the experience as a whole, so what can we do on the phone to help prepare them for a top-notch experience when they get to our place of business? In this quick podcast I will discuss what happened to me, how it changed my opinion of the business and what they could've done better to get that 5 star review from me.