Phone Ninjas Blog

Calling The Customer
Active Coaching Automotive Training Dealer Processes

Calling The Customer

Calling the customer for a big job in the shop: The car is on the lift, tying up a bay,...
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Getting Back to the Basics is Basic.
Active Coaching Dealer Management Dealer Processes Phone Training

Getting Back to the Basics is Basic.

We often talk about “getting back to the basics” or the “block and tackle” method when we’re in need of...
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Stop Multitasking in the BDC
Uncategorized

Stop Multitasking in the BDC

There are many opinions on whether or not one can truly multitask. However, those who have worked at the dealer...
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Why All the Transfers?
Dealer Processes Phone Training

Why All the Transfers?

Ohhh the dreaded transferred call. There are many times in business that streamlining a process is the best for the...
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Social Media, Does the Bad Outweigh the Good?
Dealer Marketing

Social Media, Does the Bad Outweigh the Good?

No matter the day of the week or time of the month, there was always one thing that stood above...
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Bro, Switch Off the Microphone
Dealer Management Dealer Processes

Bro, Switch Off the Microphone

We’ve all seen them; we all know the faces and most of us know the names…. Each industry has them...
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To GM or Not to GM, That is the Question…
Dealer Management Dealer Processes

To GM or Not to GM, That is the Question…

Regardless of the business model, the dealership's business models have changed over time, with dealers introducing business development centers, exchange...
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The Impact of Negative Dealership Views
Uncategorized

The Impact of Negative Dealership Views

At this point in time, we all know about the effects of negative press on specific industries, but for many...
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Peak Call Times for Your BDC
Uncategorized

Peak Call Times for Your BDC

Would you schedule your entire sales team to be on the floor at opening time on a weekday? Probably not,...
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Really? Another Vendor Pitch?
Automotive Training Sales Help

Really? Another Vendor Pitch?

How many times have you been told by a vendor that your current efforts aren't cutting it? If you don't...
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What Percentage of BDC Calls Should Generate an Appointment?
BDC Dealer Processes Phone Training Sales Help

What Percentage of BDC Calls Should Generate an Appointment?

As the internet made way for a simpler car buying experience, many dealerships turned to a concept called a BDC,...
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Which works best? A fixed ops BDC or the actual personnel?
BDC Sales Help Virtual BDC

Which works best? A fixed ops BDC or the actual personnel?

This question gets me every time. I struggle, because as an advisor, our first concern is our customers in the...
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Answering the Phone correctly isn’t Rocket Science…It’s Neuroscience.
Automotive Training Dealer Processes Phone Training Sales Help

Answering the Phone correctly isn’t Rocket Science…It’s Neuroscience.

Whether you’re just a regular customer looking for a car, or a Sales / BDC Manager, or someone like me,...
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Alerts in the Background….
Automotive Training Dealer Processes

Alerts in the Background….

My question to you is, why are we alerting dealerships to everything that their salespeople are doing wrong if they...
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The Biggest Mistake That Happens on The Phone for Car Dealers
Automotive Training Dealer Processes Sales Help

The Biggest Mistake That Happens on The Phone for Car Dealers

I want to share something that I hope will help on your future calls.  Working as a phone trainer in...
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Trouble Shooting a car over the phone vs. in the shop, Is it worth it?
Automotive Training Dealer Processes

Trouble Shooting a car over the phone vs. in the shop, Is it worth it?

We have all had that service call that starts with.… “My check engine light is on.… what’s wrong with my...
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A Lot-Up is Still an Appointment
Automotive Training Dealer Processes Sales Help

A Lot-Up is Still an Appointment

Is a customer who did their research online but didn't book an appointment still an appointment? The idea that the...
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Are You Just Making Excuses?
Automotive Training Dealer Processes Sales Help

Are You Just Making Excuses?

Having been in the car business for nine years now on the vendor side, I have seen it ALL without...
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If Your Salespeople Would Just Do This One Thing…
Automotive Training Dealer Processes Sales Help

If Your Salespeople Would Just Do This One Thing…

If Your Salespeople Would Just Do This One Thing… I get it. We’re in the digital age where Siri and...
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Just Use the Damn Script!
Active Coaching Phone Training Sales Help Virtual BDC

Just Use the Damn Script!

Just Use the Damn Script! Picture this: you have a whole Business Development team starting tomorrow and of that team,...
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