Automotive phone training for the parts department
Automotive Phone Training for the Parts Department and fixed ops often don’t get the attention they deserve. According to NADA, 2013 is the third consecutive year that sales for service, parts and the body shop exceeded $80 billion. This growth trend translates into profit for the car dealership that is willing to tighten up their fixed ops and parts department phone processes.
Let’s take a look at your car dealership’s parts department and the incoming calls it receives.
Ask these questions to gain insight about your Parts Department’s incoming phone calls.
How does your store handle incoming retail calls to the Parts Department?
How many calls are transferred to the Parts Department each day?
Does the Parts counter staff offer value with the parts request? Do they use a script for incoming calls?
Are calls to the Parts Department monitored?
Does your Parts counter people offer installation with every parts quote?
Does Parts Department staff receive phone skills training?
Does your Parts counter staff ask for the sale?
Does the dealership’s Parts Manager regularly review or grade calls?
Are team training sessions reinforced with call monitoring and grading technology to ensure call quality and desired results?
Off the top of your head; What comes to mind as you answer these questions?
Are you relieved that your parts department is doing some phone skills training, or concerned that those efforts just aren’t enough?
Many dealers have recognized that adopting process and technology-based phone training solutions are essential for continued profitability and team growth. Automotive phone training for the Parts Department and other fixed op areas can greatly improve per order profitability. Moreover, today’s automotive dealerships are benefitting from utilizing turn-key phone training solutions such as Measure Up Group to establish rock-solid metrics they can rely on to give exact data about their team’s call performance.
NADA’s Annual Financial Profile of America’s Franchised New Car Dealerships reports the average dealership parts order at about $50. Here is a snippet from the above report.
Measure Up Group uses a proprietary call checkpoint system with advanced call monitoring that ensures every call reaching your parts department is handled properly. If a team member forgets to identify the customer’s parts needs, your manager will know about it instantly with our real time heads up alerts. If your parts associate fails to gather the callers contact information, your manager will know about it instantly…
See our call checkpoint list for the Parts Department below. If your team were running with this each day, do you think you’d see an extra 10-15% in annual Parts Department profit?
No matter what comes up in a live call with a customer, Measure up group provides above industry-standard call tracking, monitoring, and reporting. See our full list of real time alerts that are sent to your managers the moment revenue is about to be lost.
When the question arises. “Who does effective automotive phone training for the parts department and fixed ops?” Call Measure Up Group at 415-898-1112 and see what 40 years of experience can do for your automotive phone training results.
Receiving the call is the first step – handling every call with best practices is even more important! The Measure Up Group will track, monitor, grade and train your team to improve its call handling skills and provide you with a road map to do better for each profit center of your business – sales, service, parts and body shop.
Call us now at 415-898-1112 or visit our responsive design website at measureupgroup.com