Shaun Kniffin, director of Internet sales and e-business development for the Germain Motor Co. and Chip King, managing member of CallRevu, LLC., are sharing their expertise with automotive dealers and managers on how Germain Motor Co. used meaningful call data to increase appointments set and opportunity resolution dramatically at Germain Motors Co.
Many dealers are funneling the number one customer contact method through a single phone receptionist, or an auto attendant/phone tree that is blindly sending the customer to phone purgatory.
The average dealer in the U.S. and Canada is experiencing more than one in four calls for all profit centers never reaching an agent. With proper vision of the real statistics, many dealers have addressed and resolved this problem and seen great ROI and improved customer experience.
With clear measurement of every call, dealers can know not only which ad sources are getting calls, but which are setting appointments that show and buy. Employees can be measured on adherence to protocol and appointment sets. Call volume by hour and by day can be measured against on hold hang-ups, and voice mail (with and without message left).
Shaun Kniffin and Chip King will show you actual statistics demonstrating that effective call management can create a gross profit increase in sales calls alone of more than $40,000 per 100 inbound calls.
What will you learn and what action items will you take back to the dealership?
1. How to effectively measure real results from all calls to all profit centers.
2. Learn ROI measurement of outlined solutions.
3. Learn about a detailed outline of proven “vendor free” resolution techniques to increase sales gross by $40,000 plus, per 100 sales calls.
Shaun Kniffin is director of Internet sales and e-business development at the Germain Motor Co. Kniffin came to the Germain organization in 2005. Since then, the Germain Motor Co. has been recognized as among the top five Internet Dealers nationwide in sales volume in 2009 and 2010. Kniffin has been published in Digital Dealer magazine and a number of other publications and webinars. He is a previous speaker at the Digital Dealer Conference & Exposition, serves on the Dominion Dealer Council and is a member of the NCM Internet 20 Group.
Chip King is managing member of CallRevu, LLC. King spent his career in automotive retailing from 1977 to 2006. Holding every position in variable operations, general manager, and dealer principal, King has had a special focus on the “customer experience” throughout. Working with partner David Boice, CallRevu was born in 2006 to manage the age-old and biggest profit leak in the retail business – the phone. CallRevu has since grown to a staff of over 250, with headquarters in Timonium, Maryland, and serves over 300 dealerships in the U.S. and Canada.
Panelist Shaun Kniffin from the Steve Germain Group will discuss how Germain used meaningful call data to increase appointments set and opportunity resolution dramatically.
We’re building out the agenda, selecting speakers and topics for more than 90 sessions that are laser-focused on all things digital.