Take action and get results with this Phone-Up Action Checklist

During the normal course of business you may find that your dealership's phone-up appointment and closing ratios are dropping off. If you have a solid phone-up process in place and your sales staff has been trained properly it may be difficult to understand why this is happening. Try reviewing the following checklist with your sales people one on one and ask the following questions:

• Is it me? Look in the mirror and remember to "smile before you dial" or answer the phone. Your demeanor does get transmitted to the customer- even by phone. The tone of your voice is the first impression you give to the customer. Listen to your voice carefully as you speak.

• Do I truly believe that the phone-up is a hot prospect? Phone-ups are serious buyers looking for information to help them decide what and where to buy. You need to buy-in and believe it.

• Is my tone of voice friendly? No matter what problems you have, check them at the door and be ready before you answer the phone. Your goal is to make your customer's day- not ruin it.

• Did I use the customer's name immediately? The operator who paged you gave you the customer's name and what they are looking for. Use this information right away to help build rapport, then use the customer's name as often as possible during the conversation.

• Do I speak clearly and make it easy to understand what I'm saying? Try calling a few local businesses and see if you can identify them only by the way the person answers the phone. Surprising, isn't it?

• Did I ask the customer to write down my name? Asking the customer to take this action helps get them more involved in the process and to remember your name when they do come in. They may be using the newspaper ad they're looking at to write your name on. This can help separate you from the rest of the pack.

• Do I sound energetic and enthusiastic? Try calling some other dealerships or businesses to hear how tired and bored other people can sound on the phone. Would you buy from someone like that?

• Am I listening to the customer or cutting them off when they speak? Remember that we have two ears and only one mouth for a reason. Be patient and let the customer finish before responding.

• Am I keeping my personality professional and neutral? Your friends might see past your joking or sarcastic personality because they know you, but the customer does not.

• Am I careful about restraining my sense of humor? Everyone has a different sense of humor and could easily be rubbed the wrong way by something you may think is humorous.

• Am I answering questions without using "I don't know" or other negatives? Respond with "let me check that for you" or "I'll find out and call you back with the information."

• Did I give out prices and other information without building rapport first? You can't really sell the car over the phone. Save some of the details for when the customer comes in.

• Do I give the customer a reason to come in? Offer to be of service, to have the customer's desired vehicle ready for a test drive, and to answer all their questions when they come in so that they can make an informed decision.

• AM I ASKING FOR THE "ORDER" (appointment)? The appointment is what we are really trying to sell. Your customer wants to buy! ASK THEM!

• Do I ask for the appointment again and again, or give up after the first attempt? Use an "either-or" question such as "would tomorrow morning or early afternoon be more convenient for you?" When the customer says "no" they may really mean "not yet" based on what you've told them so far. Keep after it.