Front Counter Six Series, Part 1: Thrive Not Survive
The team discusses incoming phone call scripts. Why do we do it this way? Why practice phone skills? We talk about four reasons and eight rules for answering the phone, and three types of phone calls. Proper word usage is mission critical, and we talk about why!
Here’s a clip from a recent members only Front Counter training Zoom meeting. Brian and the group write a phone script in order to let customers know that our auto repair shops are open and safe, despite the COVID-19 pandemic at that time.
Firstly, our group discussion opens up with some role playing exercises. The owners and the managers on the call pretend to make calls in order to reconnect with their past customers. They emphasize that their auto repair shops are indeed essential businesses. Then, they also list a few steps that they are taking to ensure everyone’s health and safety.
Next, it is so important to list some of the perks your shop offers. These may be special procedures because of the coronavirus pandemic, or they may be some of your regular features. Regardless, it is a great idea to remind your clients about them. These benefits could possibly include your special oil change offers, or even your courtesy shuttle. Why not offer them a free pickup and delivery for their peace of mind? However, it is important to stay as brief as you can with your phone script. This way, you will not take up too much of your clients’ time before asking them to come in for a tune up.
Phone Script Training session for Automotive Service Writers
While the end purpose if these calls is to drive sales, you may be surprised at the conversations that will spring up. Even though a deeper trust from your customers will lead to opportunities to upsell, letting them know you’re concerned about their health and safety is priceless. Your phone script must let them know you are open and you’re there for them.
If you would like to see the full session and download the script, sign up to become a member today!
During this Front Counter YouTools review, Brian asked this question: What Front Counter Processes have you changed under these current market COVID 19 conditions?
You must hear this for the sharing items. At time marker 37:00, the group shifted to creating a “We are open” phone call script. See the file below for the finished product, written by Nikki Gilster. THANKS Nikki for a great job!
This live talk was given during a Richard Flint Star Maker event.
Reflect back over the course of your lifetime, searching the past (Hold up your hand as if it’s a rear view mirror) – the current (Look around this is your current) – the future (Lean forward, set your hands as binoculars and peer into the future) – the unknown (Take your hand a scratch your chin). Has disappointment ever caused temporary feelings of letdown? Repeated disappointment may cause discouragement to set in. That can affect us in a variety of ways.
