After doing 18 phone trainings with Internet Coordinators, Sales Managers, and Internet Directors in just 2 days, I've found a few routine things that I did when I was in ALL of your shoes before, that can help you starting TODAY:
1. Inbound calls - Ask for more phone numbers! Make sure that if the customer gives you a work/home number, ask the obvious question "Do you also have a cell phone number?" I'm pretty sure 99% of America will have a cell phone...and now you have a number to reach them at work or home...and don't be shy to ask for a 3rd number AND email address too!! This is a very important time of your call, so don't rush yourself to the next step. This will help you confirm your appointments at anytime, leading to a better show ratio.
2. "Please get a pen" - This simple phrase at the end of your call will work...GUARANTEED! Those of you I have spoken to in the last few days have heard me emphasized to tell you customer (when confirming your appointment) to "please get a pen". At this point, give the customer PERFECT directions to your dealership, your name, and direct phone number, and the person you have delegated to handle the customer at the door. Also make the customer "REPEAT your phone number back to you, to assure they have it right". This will confirm that they were in fact writing it down. We now have a much better chance of that customer calling us back if something comes up, or they get lost, etc...
3. RE: APPOINTMENT - Send email confirmations the day before your customer is due to arrive. Hopefully even if your customer didn't get a chance to return your call, they may check their email at night, over their morning coffee, or sometime before they are due to be there that following day. Some people are very email savvy, but it's "hard to talk at work"
Happy Selling and Always Be Closing!!