Behind The Scenes
Have you ever watched a “Behind the Scenes” TV show or DVD chapter? Ever seek to find what goes on in a studio, in a locker room, or in the white house during a closed door session? Sure you have. We all do because the analytical parts of our human brain want to know how things work. Today I want to talk to you about how I…as a national phone trainer…was developed.
My name is L.A. Williams and I am a long time music producer and certified engineer. All day and night I help singers, song writers, poets, instrumentalists … people with making themselves sound great!; whether live or recorded. I gave them countless ideas, suggestions and examples of what they needed to sound like to be successful and to make the money they wanted to make. The founder of Dealer Synergy (Sean Bradley) approached me with the idea of, “I want to do the same for our industries internet coordinators.”
To add to my credibility, Sean denotes that I am visually impaired, therefore audio is my world. We agree that if I can train pop artists on how to sound good in the studio, then I can definitely train willing internet coordinators on how to sound great on the phone.
See, for blind people like me (And your phone customers), the science of communication works a little differently. We must understand that we lose the 55% body language and other visual queues, so now that normal 38% voice inflection and 7% words we use become SO much more integral in how we need to communicate. I can help the sighted community understand and implement strategies to assist with that. :) Enough with all the technical jargon…let me invite you into my personal life and show you the real reason why I could be the best individual to coach your internet coordinators.
As a visually impaired gentleman, I never really fancied going out and meeting females. I was sure I could charm them and all, but I felt unequivocally that my strength was my smooth, deep, richly textured voice. I knew that I had great conversational skills and would meet lots of women on chat lines. Follow me now, the whole purpose of talking on the phone with these ladies was to get a face to face meeting. I engaged them in great conversation, I was patient and allowed them to talk and express themselves, I answered their questions and gave them a great value package proposition. By the time we met in person, the deal was already done, I just had to not mess it up. That’s the power awesome internet coordinators hold.
As internet coordinators we must understand, that our job is not to cell cars over the phone. We are not directly in the product business. We are however in the business of selling appointments to meet our establishment. The comedian Chris Rock says “When you meet a person, you don’t really meet them…you meet their representative.” Let’s all make sure that we’re being great phone representatives of our dealerships.
Another saying, “You Never get a second chance to make a first impression.” Effective phone skills are essential to creating a positive first impression which sets the tone for the rest of the customer’s interaction with our organization. A telephone call is often your customer’s first impression of your organization. Don’t leave it to chance! Implement an effective phone process from Dealer Synergy and sell more cars more profitably more often!
