4 METRICSTO MEASURING

SALESMEN SUCCESS AT YOUR DEALERSHIP

Copyright 2015 © Century Interactive. All rights reserved.

Whether you’re a beginner or a pro at call tracking, sometimes the data can be overwhelming. When you’re analyzing your data, it is important to know which metrics need your attention, and how those metrics will drive change and profit at your dealership.

Through working with thousands of auto dealers, we at Century Interactive have found that there are 4 metrics that will help you improve your phone performance:

Connecting More Calls

Requesting Appointments

Setting Firm Appointments

Monitoring Live Conversations

8750 N. Central Expressway, Suite 720, Dallas, TX 75231 www.carwars.com 855-424-0308

ANSWER THE PHONE!

CONNECT MORE CALLS

On inbound calls, it is crucial that your client connects with a sales agent that is qualified to help them.

Try a phone bridge to help your clients spend less time chatting with the receptionist, and more time getting answers from a sales agent.

Evaluate the calls you’re already getting by paying attention to the percentage of calls successfully connecting your clients with these agents.

www.carwars.com | 855-424-0308

HOW EXACTLY ARE YOUR CALLS BEING HANDLED? FIND OUT THROUGH THE APPOINTMENT REQUEST PERCENTAGE.

REQUEST THE APPOINTMENT

Your goal should be to request an appointment every time you have an inbound phone lead.

Keep in mind that you aren’t going to sell a vehicle over the phone.

Invite them to your dealership even if you don’t have the exact car yet, so they can test drive similar vehicles and explore different features.

www.carwars.com | 855-424-0308

www.carwars.com | 855-424-0308

FIRM APPOINTMENTS ARE ALWAYS BETTER THAN SOFT ONES.

SET THE FIRM APPOINTMENT

Have the customer commit to “Wednesday at 3:30 pm” rather than “Sometime this week” to make them more likely to come to your dealership.

You won’t sell a car if the customer doesn’t show up to see it.

Increasing the number of calls you make won’t increase the number of appointments unless you make them.

www.carwars.com | 855-424-0308

IT’S ABOUT QUALITY, NOT QUANTITY. SHIFT YOUR FOCUS TO LIVE CONVERSATION PERCENTAGES ON OUTBOUND CALLS.

OUTBOUND LIVE CONVERSATION

Don’t only focus on the total number of outbound calls your agents make per day.

If your agent is making 300 outbound calls but only connects with three people, that shows that they are not using the phone correctly.

Show your agents how to be more intentional with their calls by having them avoid calling the same number multiple times, and by making sure they’re calling at good times during the day.

Own the Phone with

Want to dive deeper into improving your phone performance? Car Wars will help you Own the Phone through:

MISSED OPPORTUNITY ALERTSIf a call is mishandled, we’ll notify the right people at your store for immediate action.

REPORTS THAT DRIVE ACTIONUnderstand which marketing efforts are driving the best leads and how well your store is handling those leads.

A SCOREBOARD COMPETITIONCompete against a different dealership each week. Own the Phone and win the game!

GET A DEMO

www.carwars.com | 855-424-0308