Dealers using our TrackBack service (outbound call recording) have found that whilst it is important to listen to the prospecting activity of the sales team, the TrackBack system is proving just as important for protecting the business from a service department perspective.
On many occasions, when customer vehicles are with the dealership for routine service maintenance, further repair needs are identified. In many cases these can be expensive and therefore the communication with the customer has to be both professional and recorded to protect the business.
Using the correct language when calling the customer to ask for the authority to conduct the repairs is critical to maximising the sales opportunity. A clear explanation of the repair is needed to include the price and the reason for doing the work whist the vehicle is with the dealership.
The caller must also be clear on the cost and sell the repair to the customer in a professional manner.
Using TrackBack has already helped dealers to identify where they need to help their staff with this often tricky conversation, and has stopped customers from stating that they did not authorise the repairs, hence decreasing poor customer relations.
To learn more about how TrackBack can increase productivity and customer satisfaction, please call us on 08444 701 701
By Ian Perkins | Sales Director | Calls2Account