On the latest episode of Kain and Co., host David Kain, President of Kain Automotive, discusses the ‘power of the second voice’, also so known as turnover.
The power of the second voice is anything that will afford you the opportunity to introduce the customer to another dealership team member. If you’re getting ready to hang up the phone with a guest or walk the guest out the showroom door, don’t forget to have that customer meet a manager or peer on staff. The opportunity for the second voice has worked well in the showroom for years, says Kain.
If or when you’re unable to close a deal with a customer, it’s a good idea to bring in someone else with new ideas or an authoritative voice to guide the guest through the buying process. Kain says you’re still going to learn because you get to be right there listening to it.
When you’re on a phone call and you’re getting ready to hang up without an appointment, that’s the cue to set up and secure an appointment. Managers aren’t the only ones who can help. Tag-teaming with a co-worker could be a good second voice for the customer. A second voice needs to be someone who knows what to say, and how to provide an opportunity for the guest to offload the burden of making the decision for someone else. A second voice can help break down barriers in securing the deal.
|Related: Why management training can make or break your car dealership – David Lewis|
Kain says if he had a preference, he would escalate it to a manager. Managers don’t need a lot of ‘scene setting’ to say what’s going on. If you are going to involve a second voice don’t leave the customer on hold for more than 10 to 15 seconds. Kain believes if you set aside your ego you can leverage the power of the second voice.
Did you enjoy this episode of Kain & Co.? Please share your thoughts, comments, or questions regarding this topic with CBT News at email@example.com.
Be sure to follow us on Facebook and Twitter to stay up to date or catch-up on all of our podcasts on demand.
While you’re here, don’t forget to subscribe to our email newsletter for all the latest auto industry news from CBT News.