At CarGurus, we understand quick and effective lead follow up is critical for dealers to win the sale. That’s why we’re thrilled to announce our partnership with Calldrip, a lead management software focused on speed of response, that helps our dealer partners connect with more customers and close more deals.
In less than 30 seconds, Calldrip connects your dealership sales team with hot, ready-to-buy shoppers by converting online leads into phone calls. Though Calldrip helps you get the shopper on the phone almost immediately, it’s up to your dealership staff to do the rest. Remember, your number one objective should be to get the customer into your showroom for an appointment whenever possible.
To help you get the most from this partnership, we’ve put together four best practices for handling these leads below.
1. Introduce yourself and politely ask to speak with the shopper.
At the start of the call, introduce yourself, and acknowledge the dealership you’re calling from. Let the shopper know you’re happy to have reached them so quickly. If they comment on your speedy response, don’t say a computer made the call. Instead, tell them you respect their time and that your dealership is dedicated to providing the best possible service. Maintain a positive and upbeat manner when speaking with the shopper, and never apologize for calling.
2. Take control of the call by asking open-ended questions.
Drive the call by asking open-ended questions that help you understand the shopper’s needs and interests. Avoid questions like, “Can I help you?” and “Do you have any questions?” By getting to know the shopper and making a personal connection (i.e. family, hobbies, vehicle usage), you’ll earn their trust and be able to progress the call.
3. Don’t leave the date and time up in the air—schedule an appointment.
Make it your mission to schedule an appointment while you have the shopper on the phone. If the shopper wants to visit the dealership in person, set a specific date and time – don’t leave it unclear as to when they’ll arrive, like “sometime on Tuesday.” Additionally, let them know what sanitization measures you’re taking to keep shoppers and staff safe, so they feel comfortable coming into the dealership. The COVID-19 pandemic continues to impact how consumers shop though, so be prepared for the shopper to prefer a virtual appointment. Whichever the shopper chooses, give them options by offering two different appointment times.
4. Leave the shopper confident about their decision to shop at your dealership.
Wrap up your conversation by explaining any special programs your dealership offers, such as free service loaners or free gas and go for 24 months. If appropriate, this is also a good time to mention any awards your dealership has earned. When the shopper hangs up, they should know what differentiates your dealership from others and feel confident in their decision to shop with you.
By following these best practices, you’ll be able to build rapport with the shopper and align your offering with their needs, which will ultimately help you win the sale.
To learn more about the value CarGurus and Calldrip can bring to your dealership, contact your CarGurus rep or call 1-800-CARGURUS today.