| Power Phone Ups® Platinum Program
Issues
Successful dealers know that 50% of the people who come to the dealership called first. They have struggled with a way to make professional phone handling a daily part of how its employees think and behave.
Audience
All employees that take incoming customer phone calls.
Opportunities
Put in place a best practice solution to improving every incoming call interaction that will work every hour of every day. Target specific teams for improvement such as sales consultants, service advisors, parts counter employees, or receptionists for permanent improvement.
The Applied Concepts Solution
The Power Phone-Ups® Platinum Program is an ongoing phone skills performance improvement system for converting more phone callers to store visitors, whether in sales, service, parts or reception.
The Platinum Program offers full individual employee accountability as well as protecting the dealer from any employee turnover. It is easy for sales management and general management to implement, monitor and sustain. It focuses on improving behavior.
The Program Includes
| A. |
Full training for employees regardless of turnover: |
| |
- 16-week one-on-one, private practice training program
- 36 weeks of semi-monthly skill reinforcement and refresher to maintain and continuously improve skill sets
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| B. |
Complete training for employees regardless of turnover |
| C. |
Management may move employees in and out of the program |
| D. |
Implementation teleconference sales meeting between managers and Applied Concepts, Inc. |
| E. |
Bi-monthly teleconference sales meetings |
| F. |
Dialogue guides |
| G. |
Phone-up logging system |
| H. |
DVD learning system |
| I. |
Rehearsal CD’s |
| J. |
Weekly verbal updates for managers |
| K. |
Three mystery shopping calls per location per month |
| L. |
Certification for completion of training |
Management Benefits
- Easy for sales management and general management to implement and sustain.
- Turnover proof.
- Avoids taking employees away from their jobs for extended periods of time.
- Increase sales floor traffic, customer pay service and consumer parts opportunities.
- Keeps effective phone handling on everybody’s ‘top of mind.’
Summary
Our core competencies include improving the visitor count from the phones.
The progressive dealer can now make excellent phone skills a competitive edge.
Opportunity doesn’t knock . . . IT RINGS!!!™
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