telephone skills training for dealership staff skills training for dealership staff with angela...

Presented By

Telephone Skills Training for Dealership Staff

WithAngela Burmeister

Telephone Training Pro from Phone Pro

Moderated ByJerilyn Klein Bier

Editor, DealersEdge Business Briefing

Angela Burmeister, Professional Telephone Skills Trainer from Phone Pro

How does a woman with a Bachelor of Arts degree from Murray State University in the area of Criminal Justice find her way to the world of Contact Centers and training? Some have suggested a link between the two, but the jury is still out!

Right out of college, Angela took her turn as a Security Fraud agent in the American General Finance contact center. After a year in the trenches, she moved on to working as a Police Officer for the City of Evansville for two years before moving to the Indianapolis area and working as a Police Officer for Butler University for three more years.

After much consideration, she made the very difficult decision to remove herself from the day to day danger and stress of police work. This provided her with an opportunity to start a new career in any area that she liked – and guess what she picked – training!

Serving as the Training and Performance Manager for two major car dealerships in the Indianapolis area, she was able to gain experience managing, training, and motivating sales, service and office staff. In addition to her time as a Trainer, she also spent two years in Telephone Sales for AT&T Yellow Pages, learning what does and doesn’t work with customers from first hand experience! During this time, she won the award for the Highest Net Sales for the Indianapolis market the first year she was with the company.

All of Angela’s professional experiences, as well as her outgoing personality and presentation style, have made her into the diverse, interactive and approachable trainer that she is today.

Since joining PHONE PRO in 2004, Angela has traveled extensively delivering programs to people who want and are willing to become their very best on the phone. Angela has trained many groups in varied industries on Customer Service and Sales techniques. Her clients include Social Security Administration, Plantronics, Amadeus IT, DePuyCodman, Forethought Life Insurance, and more!

2301 East 45th Street, Indianapolis, Indiana 46205 800-888-4893 phone: 317-547-4663 fax: 317-546-7779 www.phonepro.com

Copyright PHONE PROPHONE PRO®®

Presented by:


• Transaction & Interaction• The Greeting• Controlling the Flow of the Call• Voice Tone Tips• Avoiding “Not” Words• Email Tips


TransactionTransaction ++ InteractionInteraction== A Positive ExperienceA Positive Experience!!

TransactionTransaction InteractionInteraction


� Welcome the caller� Identify the Business

and/or Department� Identify Yourself

The GreetingThe Greeting


Salutation

The Greeting FormulaThe Greeting Formula

Your First Name

Business IdentificationGood Morning

Phone Pro

This is Brenda


Eliminate:Eliminate:� canihelpyou�mayihelpyou

� speaking� howmayihelpyou


When you

you indicate your readiness to listen and willingness to help . . .

it ‘connects’ you with the caller.


by asking an opening question that relates directly back to the caller’s

opening remark!


“Certainly … what year are you looking for?

“Yes Robert, I was wondering if you have any used Corollas on the lot.”


The Complete Call OpeningThe Complete Call Opening

Greeting


� Body Language(Visual Images)

� Voice Tone(Voice Tone Selections)

� Words(Vocabulary Choices)

Three Elements of Three Elements of Face to Face CommunicationFace to Face Communication

55%

38%

7%


Voice Tone DevelopmentVoice Tone Development


Voice Tone DevelopmentVoice Tone DevelopmentThis is how a

neutral voice tone can be perceived….

“I don’t care that you called, I don’t care if you want to buy a car, I don’t care if I help you,

I simply don’t care.”

The worst VoiceTone is…



A positive voice tone on the phone

says you are “professional, confident, and willing to help.”

The best voicetone is…


No one else decides for you. It’s that simple. It’s easy . . . but it’s the decision to DO it

that’s hard.


� Lift voice tone by simply smiling.

� Build trust by appropriately adjusting your speed.


� Emphasis and Inflectioncan enhance or distortmeaning.


I never said that.

Emphasis and InflectionEmphasis and Inflection


Caution! Yellow Zone!Caution! Yellow Zone!


Common “Not” PhrasesCommon “Not” Phrasesx “I DON’T know if we have any in stock.

x We DON’T handle that in this area.”

x “We CAN”T offer that financing on that year of vehicle.

x “I CAN”T tell you how many miles are on that vehicle.”


Instead Use…Instead Use…


Let’s PracticeLet’s Practicex I DON’T know if we have any in stock.

I CAN check to see if we have any of those in stock.

x We DON’T handle that in this area.”I CAN transfer you over to the service department where

they can take care of you.

x We CAN”T offer that financing on that year of vehicle.

We CAN offer you a 6.9% rate on that vehicle.

x I CAN”T tell you how many miles are on that vehicle.I CAN check to see how many miles are on that vehicle

and give you a call back.


Softer Softer ““NotNot”” AlternativesAlternatives


“I CAN’T do that.” “We DON’T do that.”“We WON’T do that.”

“It ISN'T possible to do that because ...”

Softer Softer ““NotNot”” AlternativesAlternatives


1. Use positive phrasing: Can, Do, Will“I CAN get someone out there tomorrow.”

2. Go to softer alternatives: Isn’t, Haven’t, Aren’t“The technicians AREN’T available until tomorrow.”…and remember ”The gif t of it”“IT isn’t possible to get anyone out there until tomorrow…”

3. Add empathy if needed: “I WISH we could get someone out there for you today.”

4. As a final option, use “I simply”, “we simply”, “it simply”, along with: Can’t, Don’t, Won’t“We simply CAN’T get a technician out there until tomorrow.”

Avoiding the Avoiding the ““NotNot”” WordsWords


Email Tips

• Respond Promptly. A recent study shows that 90% of customers expect a reply within 24 hours or less!

• Create Subject lines that are specific, concise and meaningful to readers in order to capture their attention.

• Limit the use of Bold-face type and all Caps.IT COULD IMPLY THAT YOU ARE YELLING!

• Use complete sentences and keep messages as brief and concise as possible.

• Provide appropriate Contact information in all email messages.

• Avoid using Emotional icons and acronyms. These are fine for personal use, yet are best avoided in business writings as they may beperceived as juvenile or even confuse the reader.


Contact InformationContact Information

� Web Site: www.phonepro.com� Phone: 1-800-888-4893 � Email: [email protected]

Smile! You’re aSmile! You’re a

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