By Bob Cooper
Over the years I have had the opportunity to employ some of the best service advisors in the industry, and our company has trained thousands of industry superstars. So, I can tell you from first-hand experience, one of the best tools you can provide your service advisors with is a digital voice recorder.
No matter how good you think your advisors are, you will be amazed at what you learn when you play back their sales presentations. Just like an NFL coach watching game film throughout the week, you will learn what they are doing well, and where they need to improve. You’ll learn the importance of using the right tonality, having the appropriate listening skills, following the 8 steps of the sales cycle, handling sales objections, and most importantly: what your advisors can do differently to close more sales, and generate happier customers at the same time.
As an added benefit, if you have your advisors record the inbound calls they handle, then without question you’ll see an increase in car counts. This is why we hand out voice recorders in all of Elite’s service advisor training courses.
As an added note, we are not encouraging you to break any laws by recording a customer unknowingly, so if your state or country requires that you notify customers when they are being recorded, consider just recording your side of the conversation.
What you will learn, even if you just hear your advisors, will be absolutely priceless. Mastering your sales skills is an integral part of great customer service, as well as driving up your sales, and a digital voice recorder can help you achieve both objectives. They’re small, they are inexpensive, and they are one of the best tools you can give to your advisors.
For additional help increasing your advisors’ auto repair and service sales, learn more about Bob Cooper’s Masters Service Advisor Training Course.
