2. Are you Playing Chess or Checkers with your Phone Process? 3. Who am I? Anthony Alagona Dealer Synergy National Trainer for past 3 Years Trained 100s of Dealerships across the United States Specializes in Phone Sales and everything that goes with it Onsite Training & Phone Coaching Motivational & Accountability Coach U.S. Army Veteran 4. Mystery Shop Results IS20G06-27 IS20G06-13 IS20G06-13 IS20G06-28 Good Call 1 Good Call 2 5. Important statistics you should know! Over 92-99% of Americans go online before they step foot into a dealership The average internet prospect is a 45-90 Day opportunity The average prospect is searching at least 10 other dealerships and/or websites (TRUECar) 9 out of 10 people on the internet prefer to talk on the phone instead of email (Autotrader) 6. Lets Take a Closer Look. You only have an 11-14% chance to connect with a prospect via the phone. 90% of incoming sales calls BUY within one week. 82% of sales staff that take phone ups never bother to ask for the customers phone number. 97% of sales calls result in no appointment. 88% of ALL sales people who take leads do not follow up with prospects. 96% of people you quote a price WILL shop it! 7. The Science of Communication 50% of information disappears after the call ends, and only 25% of that 50% remains after 48 hours (12.5%) 8. Dealer Synergy Mystery Shop Composite IS20G6 - Boston, MA September 2014 9. Having a Process is NOT enough! There are 2 additional pieces to the puzzle that you are going to need in order to be Successful! 10. The Top 7 Reasons People go online! 11. You Must P.R.A.C.T.I.C.E The Top Ten Reasons Price Research Availability Convenience Trade I HATE Car Salesman / New way to do business Credit Effort 12. Value Package Proposition Value Package Example Go Live! 13. Put it All Together How do these 3 things work together? Identify expectations Meet expectations Exceed expectations 14. Phone Sales Outbound process phone calls Inbound process phone calls Objections and Rebuttals Voicemail Strategy and much more