Title Page
-
Conducted on
-
Prepared by
-
Franchisee
-
Market
-
Location
-
Are You're leaking revenue through the phone? Everyday store’s miss appointment opportunities due to long hold times, poor phone skills, and failure to request the appointment. The quickest, most effective way to book more appointments is to get better on the phone
Phone Process Observation, Training and Review.
- Phone Call Review and Training
-
Listen to Recent Phone Calls
-
Evaluate incoming calls during store visit. Review evaluation with management. Missed opportunity - Recovering missed opportunities
-
Did the employee answer the phone in 3 rings or less?
-
Did the employee answer with "Thank you for calling Car-X. How can I help you?"
-
Friendly/Upbeat
-
Did the employee give his or her name?
-
Name:
-
Did the employee ask year, make and model of vehicle?
-
If a customer is calling for anything other than a oil change or tires you are required to inquire about the vehicle symptoms/ problems
-
Did the employee ask about the vehicle symptoms/problems?
-
Was the call for Oil Change or Tires?
-
-
Did the employee invite and/or offer to make an appointment?
-
Did the employee sell hope to overcome objections?
-
Always Offer and Encourage Free Estimate (Give Hope)
-
When Quoting Price, Always Offer Best Price Scenario (Starting as low as?)
-
Always Explain Current Sales/Promotions Available
-
Always Explain BEST PRICE GUARANTEE if you don't get appointment
-
Did the employee give daily store hours?
-
Did the employee provide the store address, directions, and/or landmarks?<br>
-
At the conclusion, did the employee thank the caller for calling Car-X?
-
Based on your experience during this call, would you go to the store?
-
Why Not?
-
Answer all that apply
- Friendly Tone Of Voice
- Sincere Interest
- Positive Attitude
- Inviting
-
Reviewed Call
-
What could we have done better?
-
Summary
-
Call categorization and Call coaching - Improve phone performance with feedback and professional call coaching that positive reinforces the phone skills needed to book more appointments. Praise positive performance and offer suggestions to improve missed opportunities
-
Corrective Action
-
Add media
-
Store Manager:
-
Franchise Support Manager:
