First a quick video showing several examples of how to not handle a phone call.

How to answer the phone at a dealership

Mastering the art of the telephone is crucial, and the phone is a substantial opportunity to sell a vehicle.

Before answering the phone, have a pen and something to write on and be mentally prepared to answer the phone.

I prefer to stand while I speak on the phone because it helps me think but that could be different for everyone. Something that is not different for everyone is the fact that smiling while you are on the phone helps your customers enjoy communicating with you.

People can hear your smile and feel your intent when you are speaking to them on the phone, so in addition to smiling some things to keep in mind are your tone and tempo. If you are talking to a customer who speaks nice and slow like they tend to do in the south and you talk very fast like many from the city do, your customer will probably not trust you.

RING RING

• Thank you for choosing ABC Motors this is _________

Hi, I was calling about your _________

• Perfect, what kind of information can I get for you on our ________

Yeah I was just curious (how much it was, how many miles, if it is still available, etc.)

• No problem, I will absolutely get that information for you. I am going to run outside and physically put my hands on the vehicle to make sure it is still here, as our website is not always 100% up to date and I will get that info off of the vehicle for you. While I am out there, other than the availability and _____ is there any additional information I can get off of the vehicle for you while I am out there?

IF YES

• Sounds great, other than the availability, ______ and _______ is there any other information I can get for you?

If they are asking for the price it is a good practice to ask "just in case that vehicle is no longer available we do have a fantastic inventory and many that are not listed online. What piqued your interest about that one in particular? and if they are not apprehensive about that question, you can ask about their goals for the next vehicle as well as price range.

In my personal experience, I have found that more often than not when a price is not listed and a customer calls on it, and you give them the price, it is generally much higher than they had assumed. If that is the same for you, it would not be a bad idea to get the info that you need to have other options ready for when you call them back.

IF NO

• Great, I am going to get the exact miles for you now (or whatever it may be), and I'm sorry my name is _______ I don't think I caught yours?

It’s _______

• It is nice to meet you _______, and the number I have you at is _________ is that the best phone number to reach you back?

If NO: What is a better number?

Yes that is the correct number

• Great, give me about 10 to 15 minutes, I am going to go run out check the availability and get _____ for you and will call you right back.

CALL BACK WITHIN 5 mins from your cell phone

• Hi, ______ this is ________ over at ABC Motors, I trust I caught you back at a good time. Great news! the _____ is still available, and I am actually standing right next to it. It is in excellent condition, easily a 9 out of 10 as far as used car standards are.

ANSWER QUESTIONS

• When is the soonest time today are you available to visit our dealership to see it in person? Or does _______ work better?

IF THEY SAY NO, OVERCOME THE OBJECTION

• Do you have another day or time that works best?

If no again and they don't tell you why you can always ask them if there is something about the vehicle they didn't like.

If the price is your objection a good reply could be, "how much too much do you feel that it is?" After they answer with their dollar amount, as long as it isn't too far off you could also say, "I don't make the final decision on price, but that sounds pretty reasonable to me, when is the soonest time today you can make it in to make sure it is the right vehicle?"

WHEN THEY GIVE YOU A TIME

• 12:00, works great. I will make sure to have the vehicle pulled up, with enough fuel, ready for you to drive and with your name on it. If anything changes on my end, like it sells or something like that, I will be sure to give you a call and if anything changes on your end such as needing to reschedule I would appreciate the same. Does that sound fair?

YES

• Great I look forward to meeting with you, see you soon.

As with all of our car sales training blog posts, please email or place a comment below if you have any thoughts about changes or additions that you think should be made to this post because the goal is to provide the most value to the readers.