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How are your phone skills?

Discussion in 'CRM, ILM, and Desking Support & Best Practices' started by Jerry Thibeau, Oct 19, 2009.

  1. Jerry Thibeau

    Jerry Thibeau Sr. Refresher

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    Having formerly spent almost two years working for iMagicLab as a CRM trainer, I’ve seen my fair share of missed opportunities. One of the biggest is with the phone skills of salespeople and managers. This has led me to start Phone-up Ninjas. It would have been Phone Ninjas, but somebody is already camped out on that domain name. My new company is going to focus on helping dealers improve the phone skills of salespeople and managers.

    So to show you all how easy it is to improve, I am going to use my personal coaching skills to take two green peas or regulars, and turn them into Phone Ninjas at no charge. The progress will be tracked right here in this thread and you will get to hear them improve on a daily basis. Here’s what I am looking for:

    - Two sales people from any two dealership to volunteer; must be two different dealerships
    - Don’t give me your pro, I want somebody who is not very good on the phone
    - These sales people need to be given first rights to dealership sales calls
    - Must be an individual who is willing to commit the time and effort to learn how it’s done
    - Either be willing to give me access to your call tracking service, or send me recorded calls on a daily basis.

    Please note that all personal information will be stripped from the call before sharing

    So who would like to step up to the plate? I’ll work with the first two dealers that volunteer and meet the above criteria.

    Send me an e-mail, or post a reply here.

    I am looking forward to hearing from you.
  2. Alex Snyder

    Alex Snyder Administrator Staff Member

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    I can vouch for Jerry. He's got a great training program, and I'm very glad to see him making this FREE offer to the DealerRefresh crowd. Thanks Jerry!
  3. Jerry Thibeau

    Jerry Thibeau Sr. Refresher

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    My pleasure Alex and thanks for the kind words.

    We have our first volunteer and we're looking for one more.
  4. JohnScott

    JohnScott Refresher

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    I would be happy to receive free training, but I'm in the service department so I most likely don't fit your criteria.

    I think my phone skills are pretty good, or so Ive been told, but I know that nobody is perfect, and there are always things one can improve on.

    Do you deal with the service side?
  5. Jerry Thibeau

    Jerry Thibeau Sr. Refresher

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    John,

    Unfortunately I am not providing any service department phone training at this time. Perhaps something to look at down the road.

    Thanks for responding.
  6. carolinajeepguy

    carolinajeepguy Noob

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    i know our staff could benefit from training. i'll let you use one of my guys as a guinea pig
  7. Jerry Thibeau

    Jerry Thibeau Sr. Refresher

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    Folks I believe we have our two volunteers. The training will commence on Thursday and we'll be introducing you to our two future Phone Ninjas then.

    See you on Thursday! :banana2:
  8. Jeff Kershner

    Jeff Kershner Founder Staff Member

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    Jerry, I didn't think it would take long to get 2 people to take you up on your offer!

    Awesome!!

    The phone is the gatekeeper between the virtual world and the real world. :)
  9. JoePistell

    JoePistell Super Moderator

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    dammm..... missed the opp.!!! If someone bails or can't follow thru please call me!! :hey:
  10. Jerry Thibeau

    Jerry Thibeau Sr. Refresher

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    It's time to meet our two future Phone Ninjas.

    Carl from Sun Auto Wharehouse is a 25 year veteran in the business. Carl sells on average about 10-12 cars per month, but his manager Frank thinks he has the talent to do 15-16 per month. Carl takes the bulk of the sales calls at his dealership and often struggles with setting the appointment. Well, we're going to change that!

    Chad Whitmore from Checkered flag has been in the business for about 5 years. Chad works in the Internet department and is responsible for setting appointments with Internet and phone prospects. He's currently making the appointments for the manager who then turns the customer to a floor sales representative. The last few months Chad has averaged about 27-24 sales off the set appointments. When times were better he was helping sell between 30-40 units per month. With the help of his sales manager Steven Finell, we're going to try and help Chad get to 40-50 units per month.

    Let the training begin!
    Sit back and enjoy the show. :popcorn:
    • Like Like x 2
  11. Jerry Thibeau

    Jerry Thibeau Sr. Refresher

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    Carl's group has signed on for Jerry's training and will be back for more!
    Last edited by a moderator: Nov 16, 2009
  12. Alex Snyder

    Alex Snyder Administrator Staff Member

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    Chad - if you fail, you're fired! :flame:......jk ;)
  13. Jerry Thibeau

    Jerry Thibeau Sr. Refresher

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    And if he does you proud I think you owe him a night out on the town.
  14. Alex Snyder

    Alex Snyder Administrator Staff Member

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    Done!
  15. JoePistell

    JoePistell Super Moderator

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    Hey!

    Where is Chad's review?
  16. Jerry Thibeau

    Jerry Thibeau Sr. Refresher

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    We are experiencing audio difficulties with the recorded calls from Chad. Steve is working on getting me some complete audio files. Once I have that, I'll have a quick turnaround time and get the call posted.

    Your man Carl should be listening to his first call and reviewing the training videos. I'll be spending some time with him on the phone later this afternoon.
  17. Jerry Thibeau

    Jerry Thibeau Sr. Refresher

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    Here is Chad's first call and he sounds very professional on the phone. We just need to make sure he doesn't give out too much information. We had some audio difficulties on this one and the first part of the call was not there. That might be a good thing since the total run time on this call is about 15 minutes. Generally in my experience, a perfect sales call will last around 4-5 minutes.

    Steps & Comments:


    Here's the recorded call: Chad's Call


  18. Alex Snyder

    Alex Snyder Administrator Staff Member

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    we've got a support ticket open with ADP on that. You can clearly hear the call when you listen to it in their reporting system, but when you export it you can't hear squat!
  19. Mitch Gallant

    Mitch Gallant Refresh Team

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    Very cool, looking forward to following the ongoing progress.
  20. Jeff Kershner

    Jeff Kershner Founder Staff Member

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    Jerry, this is great stuff. Thanks for sharing and allowing the community participate and listen to the recordings!!

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