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POWERSPORTS FOLLOW-UP |
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Establishing and maintaining Chances are that sometime during your career in this industry you were a front-line salesperson. Remember those days? Remember the thrill of that fresh up, that prospect whose eyes lit up when you showed him the perfect bike? Remember the thrill of closing the deal, the customer thanking you for taking care of him? All great stuff! Now, remember the Sales Manager calling you into the office in the middle of the day asking about that guy that didn’t buy yesterday? Remember the Sales Manager telling you to call him and get him back in? Remember thinking it’d be a waste of time because the guy’s not coming back anyway? Remember when you were the Sales Manager? Remember sticking to your daily dozen, going through yesterday’s traffic log, seeing who bought what, and who didn’t buy yesterday? Remember calling your salespeople into the office, reviewing the traffic log, and asking them to call those customers back? Remember hearing all the excuses about how calling them back would be a waste of time, because “they’re not ready yet’, or “they were just looking” or “their credit stinks”. Remember how it was like pulling teeth getting your staff to call their customers, and even when they did call, they only called the customers they thought would buy anyway? As an added bonus, remember how you had to go through it all again the next day? All these things are happening in just about every store every day, even yours, probably as you read this. What’s the solution? Simple. Have someone else make the calls. Some dealers have specific people assigned to make all follow-up calls for the store. Success with this approach has been mixed. Large dealerships that have enough traffic log volume to keep that follow-up person busy on the phone have seen increased sales by using this process, but most dealerships wind up pulling that person away from the phone for other duties. First your phone person gets handed key and toolkit tracking duties, after that it’s warranty registrations, next they’re filling in for the cashier while she’s at lunch, before you know it your phone person is too busy doing other duties to actually make follow up calls. A better solution is to have an offsite Call Center handle your follow-up for you. Having people dedicated to making those calls on your behalf, without distractions or interruptions, can produce measurable and meaningful results. Another benefit of utilizing a Call Center is that you don’t have to concern yourself with paying additional employee benefits or taxes, and there’s no need to worry about sick days, time off, or any of the other details that come with adding more staff. The key here is to make sure that Call Center understands your sales process, and is on the same page with you regarding how you want your customers taken care of. A good Call Center will be staffed and managed with personnel that have motorcycle industry experience, not minimum wage phone drones. A good Call Center will pay their call reps commission, based on customers returning to the store and making purchases. You don’t pay your sales staff an hourly wage for good reason, why would you want your Call Center paying that way? A good Call Center will complement your store’s sales process, not force it to be reinvented. A good Call Center will be able to provide you with real, measurable, meaningful, and specific results. You should be able to know at any given time what your Call Center is doing for you, who they’ve called, when they’ve called, and what the results were of those calls. More important than anything, a good Call Center will increase sales for your store. The best follow-up process in the world, however, won’t do you any good if your staff isn’t logging all their prospects. A properly implemented follow- up process will convert about ten percent of their contacts into a sale. Sales personnel need to understand that having someone else handle follow up not only frees up the salesman to take care of that next prospect that walks in the door, it increases their overall sales. It doesn’t cost anything to log a prospect, but it sure can get expensive when they don’t. For every ten additional log entries they provide to follow-up personnel, they’ll get credit (and commission) for one more sale. The Traffic Pro Call Center has been in operation for six years. We are the premier Call Center in the motorcycle industry, with an established history of real results. Not theory, not high-tech for its own sake, not ideas in the development stage, real results. In addition to performing traffic log follow-up, we also provide daily sales reporting, post-sales CSI calls, and traffic log analysis. Any dealership interested in taking advantage of the benefits of an offsite call center is invited to take part in a free 30 day trial period with the Traffic Log Pro Call Center. If you like your results, long term agreements are available, if not, it didn’t cost you a penny, and you may have learned a thing or two about follow-up. Our Call Center is committed to being the best, and to helping our client dealers improve profitability.
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