Phone skills prove crucial to ongoing sales efforts

Training enables Toyota of Hollywood to capitalize on inbound leads
Way back in 1959, Toyota of Hollywood became the nation's first Toyota dealership. But it wasn't until 2000 that Toyota of Hollywood took a good hard look at the way its sales team answered the phone—and decided it was high time to make a change for the better.

“Who's Calling came in and trained our sales staff to answer the phone more professionally. Who's Calling taught us the best way to greet customers, make appointments and accelerate the sales process. It was an excellent learning experience that changed the way we treat our customers. Now they're happier—and so are we. You can really see the improvement.” Tony Chapman, General Manager Toyota of Hollywood, Hollywood, CA

Challenge: Toyota of Hollywood was spending a fortune on advertising. But many of the inbound telephone leads generated by the ads weren't converted into sales, largely because the sales team wasn't properly trained to handle the calls.

Solution: Who's Calling Professional Development Services sent expert trainers to the dealership to work one-on-one with the sales reps. Who's Calling trainers provided in-dealership training to establish a framework and process for handling inbound phone opportunities. Next they monitored and reviewed the inbound calls and coached the sales representatives to improve their telephone skills and achieve maximum results from each call. Sales reps received ongoing education through web courses and best practice tip emails.

Result: The sales team now follows standard procedures for greeting each caller, eliciting critical information and accelerating the sales process. All calls are handled smoothly and professionally, resulting in more appointments and higher levels of customer satisfaction. As an added benefit, the sales reps feel more professional and more confident, creating a winning atmosphere that's hard to beat!

Call 1-866-688-9300 for a free consultation with your local Who's Calling consultant and find out why it pays to know Who's Calling.

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