On the latest episode of Kain and Co., host David Kain, president of Kain Automotive, explains the best ways to create value for every lead that gets followed up with a phone call. According to Google, over 90% of people will not answer a call from a number they don’t recognize. So, what are the avenues to sell the value of the phone call?
- Leave a voicemail: From Kain’s perspective, it is rude to leave a customer with a missed call but no voicemail. It is a polite way to convey interest in helping customers find what they need. It is also a tactical way to have a greater presence on the smartphone of the guest you are calling.
- Look into ‘ringless’ voicemail technology: Guests will automatically see a voicemail notification come through. Once they listen to it, guests can elect to call back and be patched through directly to the dealership. This strategy really works in Kain’s opinion. However, this technology is not currently legal in every state, so be sure to conduct your own research beforehand.
- Be sure to annunciate and include a hook when leaving a voicemail: Most guests nowadays will read voicemail transcripts on their smartphone rather than listening to the message. Set up the expectation that, as the BDC rep, you intend to call them again due to the importance of the inquiry.
| Related: The benefits of using a phone call script for auto sales success |
- Be sure to request the guest’s phone number on your website form fills: Some potential car buyers will reach out to your dealership by emailing or contacting the store directly by message. Failing to secure the phone numbers of these guests is a missed opportunity. Let the guest know your availability to text, email, or engage in another way.
- Set an auto-response to send when guests submit their information: Set up a simplistic auto-response to acknowledge the guest when they submit their info online. Make it informative, and make it brief. Be sure to gently encouragement a follow-up phone call with the guest.
Email David@KainAutomotive.com to request your copy of the Digital Success Guide.
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