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How to Maximize Your Opportunities Using Call Monitoring Recorded on: Wednesday February 13, 2013

Dealer eTraining

Learn how to implement and optimize call monitoring in your dealership.

Attendees will learn the importance of having a call monitoring solution in the dealership that will help improve the way incoming phone calls are being handled. This session will focus on the following: 

  • How many calls to listen to per day
  • What to look for in the calls
  • Create weekly team training sessions reviewing calls
  • Learn to improve phone processes based on monitoring results
  • Create a positive team environment using these practices while building a stronger team



How to Maximize Your Opportunities Using Call Monitoring from KPA - on Vimeo.

Presented by:
  • Stan SherStan Sher President ,Dealer eTraining
  • As one of the top experts in automotive internet sales and business development today, Stan Sher has been training dealers best practices with regards to internet lead management, sales process, and business development process. He currently writes for numerous automotive dealer publications. In addition, Stan is a frequent speaker for the Greater New York Automotive Dealers Association as well as numerous industry conferences.

Views: 96

Tags: automotive internet sales, bdc management, call monitoring, dealer etraining, dealer management, kpa, sales calls, stan sher


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Comment by Alexander Lau on March 6, 2013 at 11:10am

Ohhh I agree, you have to have a process nailed in terms of your BDC. There are apps that support it, just find it interesting you can use Google Voice for free and along side a CRM (whatever power, so many out there, even open-source). Yes, for smaller dealers.

Comment by Stan Sher on March 6, 2013 at 11:06am

Again, google voice can only do so much for a business like a dealership.  I do not have my own tool.  There are lots of call monitoring tools out there and they are designed for major businesses to listen back to calls, monitor call volume, sourcing, and ROI.  In this case I am talking about how to use them effectively to manage your people in the dealership.  Let's say you were using google voice like you seem to be into.  Well you still need a process to manage those calls and train your people to handle calls properly.  Is google voice going to help you with sourcing and roi reports?  Maybe there are apps for it.  I have only used the basics of google voice and have not yet seen what makes it effective for a car dealer on the basis of call monitoring unless it is a small dealership that handles 5 calls a day.

Comment by Alexander Lau on March 6, 2013 at 10:56am

Google Voice: Access recent call history with a prospect or contact within mogo crm if you use Google voice to make or receive calls.

I haven't demo'd your tool, so it would be unfair for me to speak against it. I'm not saying this is better than your tool, but it looks like it might just achieve the same purpose.

Comment by Alexander Lau on March 6, 2013 at 10:51am

Depends on the size of your dealership (not everyone in these parts is a multi-million dollar dealer) and what you need your call monitoring (BDC) to achieve along side a CRM. Plus, there's some amazing 3rd party apps out there that work with Google Voice, etc. XML is a beautiful thing.

Comment by Stan Sher on March 6, 2013 at 10:45am

Watch the cannot compare google voice to a real call monitoring solution.  I use google voice for certain things in my business.  However, google voice is not powerful enough for a multi million dollar car dealership that handles hundreds of inbound calls per day.  Google Voice and call monitoring are 2 completely different things.

Comment by Alexander Lau on March 6, 2013 at 10:24am

Doesn't Google Voice do a lot of this for you, now and for free?

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