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Chip King's ADM Blog (13)

Wouldn't it be Cool if Technology was Enough? or "Why we still need to work"

Call Tracking to CRM is all the…

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Added by Chip King on February 23, 2014 at 3:43am — 2 Comments

Easy Telephone Best Practice..... "Borrowed" from Rick Case Honda Davie



Watch your abandoned calls in real time, have a team member call back immediately and offer a 'warm transfer' to their intended department. You will capture those that got lost in the phone-tree, hung up while on hold, etc. The caller will remember the 'care' you took!

Rick Case captures an average of 20 Fixed and Variable appointments per day of the average 35 callers that give…

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Added by Chip King on January 30, 2014 at 7:41am — No Comments

CRM - Is It failing Us or Are We failing It?

Phone process is arguably the most common  customer contact. It drives our Market Share and our Customer Retention. But would you agree that most automotive dealerships fail to come even close to the chosen CRM’s potential to increase our…

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Added by Chip King on April 21, 2013 at 8:53am — 15 Comments

Long Term Finance Programs...Friend or Foe?

I was CC'd on this email…

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Added by Chip King on April 20, 2013 at 8:30am — 5 Comments

Call Center Best Practices Survey...

Prepping for a presentation on Call Center best practices and found a few questions that there are varied performance metrics measured...hoping to get some input from you Call Center/eCommerce Directors that may want to share.

1) How important is the 'empowerment' of the "BDC Director"? Especially with regard to input into the Floor Sales Process... what areas of opportunity lie in the…

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Added by Chip King on August 28, 2012 at 10:27am — 6 Comments

Take the First Step to Phone Excellence

Step #1

Never allow your staff to choose between a customer in person and a customer on the phone.…



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Added by Chip King on May 25, 2012 at 5:30am — No Comments

Knowing Your Phone Process and Your Customer's Experience

The Dealer Principle, Executive Staff and Department Managers are mired in daily tasks more than ever as our industry recovers---most have downsized dramatically in reaction to the recent struggles and find the leadership team is now required to do 150% or more of the duties they once did.



Concurrently, automotive Sales and Service customers have continued down the path of "Choosing" their providers from a safe distance. The internet remains the…

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Added by Chip King on March 10, 2012 at 6:23am — 2 Comments

Call Centers are Cool Again

Automotive Dealerships have been amongst the companies that had to book the highest losses due to the worldwide economic crises and it's aftermath. Since then they have managed to make a huge comeback especially during 2011; both manufacturers and dealers are expanding their businesses at a large pace and business' are recovering to pre-crisis…

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Added by Chip King on March 1, 2012 at 3:00am — No Comments

The "Number ONE" Profit Leak in our business... and getting worse!

Phone Trees, long recorded greetings, short staffed at reception and profit centers, cold transfers, stale Voice Mail boxes, the list goes on and on.

Most of today's dealers have focused on creating a great showroom atmosphere and customer experience. Yet so many are failing to address the…

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Added by Chip King on December 22, 2011 at 10:12am — 9 Comments

For Best Phone Performance, Train the Caller Too!

 

I'm prepping for a big strategy meeting with a dealer group. So I decide to verify my hunch that there is big opportunity in training the call handlers for better Appointment Set, CSI, Retention and all that good stuff. I decide to listen to a bunch of calls from some of the top performing dealerships in the country, to help identify the skill differences and training opportunities.

 

Then it hit me......How could I have missed this for so long?? 

 

The…

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Added by Chip King on September 25, 2011 at 5:10am — 5 Comments

THE ELEPHANT IN THE ROOM

OK.... here it is....  the vast majority (and I know you may be the exception!) of talented Sales Reps, and Sales Managers flat out suck on Sales Calls. Don't throw rocks at me yet....

 

The most common successful Sales Rep is a great influencer.... super at helping customers make good choices and delivering units. In fact, if it weren't for the common disease we seem to share (and I come from the floor), A.D.D., we would all be lawyers. If it weren't for our other common…

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Added by Chip King on September 22, 2011 at 7:41am — 2 Comments

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