Hello, is anyone there?!
OK, more customers are calling your dealership. So you answer, right? Well, not always. Up to 33% of phone calls go unanswered, resulting in loss of potential revenue. How significant? A Forrester study revealed that 84% of marketers say phone calls have higher conversion rates and larger order value compared to other forms of engagement. Customers who call are inherently further down the sales funnel than digital browsers, making telephone calls more valuable. Finally, if you treat consumers poorly on the phone, they won’t stay customers for long – 76% will stop doing business with you after just one bad experience.
Don’t Drop the Ball on Phone Call Handling
All this makes one thing clear: Never drop the ball on a call. For many dealerships that means establishing a Business Development Center, or BDC. “Phone calls are three times more likely to convert than other types of leads, so it’s crucial to optimize your voice experience to connect with high-quality, low-funnel prospects,” stresses Steve Miner, General Manager of Blueprint, a product of Dealer-FX. To that end, he says it’s imperative to have a clear purpose with your BDC. “It’s smart to get a thorough evaluation for clarity on how to build the right BDC solution. Blueprint offers expertise that covers three key dealer needs: Recruiting, Sales Mastery and Service Mastery.”