How Call Analytics Put Car Sales on Steroids
Car sales is almost a blood sport. Both sales personnel and dealerships are determined to close sales before potential buyers move on, taking their business down the road. Perhaps it has always been this competitive, but technology is changing the way the game is played.
Gone are the days when a prospective buyer would visit a dealership to walk around and see what was available. Instead, they often phone ahead, many using their smartphones, set an appointment, and then once on your lot, call the next merchant, looking for a better deal. Phone calls have never been so important. Often you get one chance to bring the car shopper to your dealership.
Here’s where you can use call analytics to stop this outward flow of potential customers. Call analytics break calls into their various elements before measuring each component against multiple factors. You get a complete picture of who is calling. What their emotions are. And what it is about your ads, website, and your company that elicited the phone call in the first place.
Once sales managers are armed with this knowledge, they can customize approaches crafted for each caller. When you speak directly to your prospects in this manner, your trust and likability factors go up, bridging the gap between you and your potential customers.
People like to do business with others that they know, like, and trust. Winning this battle right off the bat helps drive up your success rates.
Not only do you discover what approach works best with each lead, but you also learn:
Conversation Analytics® services are advanced call analytics automation. Each phone call gets combed through by sophisticated speech recognition software. The phone conversation is broken down by the agent and the caller. The words, phrases, and even pauses are measured against 45 key metrics to more accurately score the call.
Call tracking statistics provide dealerships with a bunch of useful information. After years of data mining, Convirza’s analytics know what needs to happen during a phone call to produce positive outcomes. Some of the most important metrics are:
Furthermore, the system identifies calls from strong leads that didn’t result in a conversion (an appointment set, or any other objective you define) as a missed opportunity. Conversation Analytics® services send an alert so that the lead can be contacted again and the sale can be saved.
Call analytics gives you a distinct advantage when a prospect shows up on your lot as well. If the person called first, you have the necessary data to form an accurate picture of what your lead is looking for and what their trigger or pain points are before they even arrive.
Equipped with this knowledge, your sales representative can begin the conversation connecting all of the key features and benefits to each major emotional buying factor.
In fact, the entire sales process can be customized and tailored to each individual person. The personal touch helps consumers feel like your dealership knows and understands them. Mostly, it demonstrates that you care. You build the trust and likability you are striving to establish. All the while, increasing the probability of making a sale. With the help of call analytics, your car sales are in high gear.