SALES REP COACHING GUIDE A place to take notes on your weekly coaching sessions

Customer Name:

PA’S CRISP SCORE MONTH TO DATE STAGE

WHAT TO LOOK FOR?

CONNECT

CURRENT %

What is your Connect score?

GOAL

Date of call:

75% Reason for call:

REQUEST/ I NVITE

What is your Appointment Request score?

60%

SET

What is your Appointment Set score?

40%

PURSUE

What is your percent for

that L I C A B L E N OMissed T Customers APP received a call back?

PA Name:

NOTES ON CALL

90%

Sales Manager:

PBS deal updated? Appointment booked?

Date:

CREATING A COACHING PLAN A guide to help you create a realistic coaching plan for your team

1

2

HOW OFTEN WILL I MEET WITH MY PA’s? Make this a SMART goal! It has to make sense and be attainable

PLAN A DAY AND TIME FOR EACH TEAM MEMBER

It should be the same day of the week and same time on a recurring basis

PA NAME: DAY OF WEEK/TIME OF SESSION: PA NAME: DAY OF WEEK/TIME OF SESSION: PA NAME: DAY OF WEEK/TIME OF SESSION: PA NAME: DAY OF WEEK/TIME OF SESSION:

3

MAKE A PLAN TO CHECK PROGRESS! We recommend using the coaching form in your CarWars booklet to refer back to progress made Review their agent performance report regularly Make time to review both good calls and calls with undesired processes Never cancel a coaching session, only reschedule if absoltuely necessary Book a reoccuring meeting in your google calendar with invitations including your staff

PLEASE SEND YOUR COMPLETED TRAINING PLAN TO YOUR MANAGER

WEEKLY MANAGER CHECKLIST Weekly health checklist for managers to track progress

1

PULL UP THIS WEEKS

DEALERSHIP CRISP REPORT

Make sure connection rate was at least 75%.

2

TAKE A LOOK THIS WEEKS CALLS THAT NEVER CONNECTED Check to make sure each stranded call is followed up with. Look for training opportunities to highlight in weekly coaching sessions.

3

LISTEN TO THIS WEEKS

SALES CALLS

UNDER “SALES OPPS”

Check PBS to confirm PAs are updating leads Follow up with every opportunity where an appointment wasn’t requested or set. Assign “unknown” sales calls to correct sales rep Put notes on calls as you listen to them

43

PREPARE FOR YOUR WEEKLY COACHING SESSIONS Select one call to review with each PA Have prepared notes to give specific feedback on the call Make sure you highlight desired behaviours as well as undesired

5

HIGH FIVE THIS WEEKS TOP PERFORMERS!

MONTHLY MANAGER CHECKLIST Weekly health checklist for managers to track progress

FOR THE MONTH OF:____________________________________ CAR WARS (OPEN YOUR DEALERSHIP CRISP REPORT)

STAGE

WHAT TO LOOK FOR?

CURRENT %

GOAL

CONNECT

What is your Connect score?

75%

REQUEST/ I NVITE

What is your Appointment Request score?

60%

SET

What is your Appointment Set score?

40%

PURSUE

What is your percent for Missed Customers that received a call back?

90%

NOT APPLICABLE

ITEMS TO REVIEW Print agent performance report for each team member Review performance report with PA in your weekly coaching session What is your biggest takeaway/opportunity you identified this month?

GUIDE TO

CAR WARS IN YOUR SALES DEPARTMENT

PHONE SCRIPTS INSIDE

OWN THE PHONE AT YOUR DEALERSHIP

Car Wars tracks and reviews every inbound and outbound phone call at your dealership. Our expert human review team, combined with artificial intelligence, quickly evaluates how well the call was handled and whether a follow-up is needed. Car Wars actively works to help dealerships improve performance by:

HOLDING YOUR TEAM ACCOUNTABLE

NEVER MISSING AN OPPORTUNITY

GETTING INSIGHT AT A GLANCE

Improve team performance with agent-level reporting that shows you how every inbound and outbound call was handled.

Be alerted via text or email when a Sales opportunity needs your attention.

Utilize our easy-to-digest reporting that highlights performance trends and areas for improvement on the phone.

Dashboard Pursue Box Reports 

Pursue Box

SEARCH ALL CALLS

22 Outstanding Pursue Opportunities

1

OF 3

Resources Configuration

Thu, Dec 31 - 8:57 AM

Williamstown Honda

Search For A Call

Bryce Kent

Connected, Sales opp, No appt request

Dialer Account

9 00

214-555-0000

51% Talk Time

CUSTOMER INFO

Mike Williams

OPEN IN CRM

Support Website

Ext 3

A Human Reviewer reviewed the call as No appt request.

Tuesday, March 1 Mail

469-555-1000

3m ago

Missed Opportunity Alert Appt opp, no request https://rvcll.com/touch.cfm?u=nskfn&viRjvi&a= sms.

Recap By Human Reviewer Human review: The customer was calling to: ask about the availability of a Honda Accord LX, stock #18633. The agent tells the customer: he needs to check on the availability of the vehicle. The result of the call was: The agent will follow up on the...

00:00

02:23

Rick Tanner Dallas #12345

“I have Car Wars up all day. The Pursue Box sheds light on missed opportunities. If a missed call comes in the Pursue Box, I can assign it to someone to call back. If a ‘no appointment request’ comes in, we have a manager call back. We have gotten a few deals doing that.” RAY ANDERSON, Internet Manager, AMSI’s Fort Mill Hyundai

www.carwars.com

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833-245-9895

INBOUND CHEAT SHEET HOW TO OWN THE PHONE WHEN New lead calls in

START

INTRODUCE AND COLLECT CALLER’S INFORMATION “Thank you for calling _____________________________, my name is _______________. How may I help you?” Caller’s name (make sure to repeat customer name throughout the entire call) ____________________________________________________________ Phone number ________________________________________

Email (if applicable) ___________________________________________

FACT FINDING: WHAT ARE THEY LOOKING FOR? “You’ve called the right place. I’m going to do everything I can to make sure we get you in the perfect car. Is there a particular vehicle you are interested in?” Vehicle inquiring about ____________________________________

Other models? (never limit inventory) _____________________

Desired vehicle specifications _____________________________

Trading in? ______________________________________________

REQUEST AND SET THE APPOINTMENT “Is there anything else we need to consider before we bring you in for a test drive?” Yes ___________________________________________________________________

No (address the concern and then option close)

OPTION CLOSE: “I have an opening at ________ and ________. Does one of those work for you?” Firm appointment set for ________________ at ________________ a.m./p.m. Soft appointment for ________________ a.m./p.m. “I’ll give you a call tomorrow to see if you’ve narrowed down a time you can come in. Would it be better for me to call tomorrow morning or afternoon?” Follow up on ________________ at ________________ a.m./p.m. to firm up time. Declined. “If we get something in that you might be interested in, can I give you a call back?”

CLOSE “Thank you ______________. caller’s name I will see you on ________ at ________. When you get here, come straight to _______________________________ where in the dealership and ask for ________________________. Again, my name is ________ and you can contact me directly at ______________________. who the appt. is with direct phone number Should anything come up before then, please don’t hesitate to call me.” • •

Thank the caller. Provide directions to the dealership if needed.

• •

Provide instructions for what the caller should do upon arrival. Give your contact information should something change.

OUTBOUND CHEAT SHEET

HOW TO SALVAGE MISSED OPPORTUNITIES WHEN Never connected

Left message

Didn’t leave message

START

INTRODUCTION Hi, my name is ______________. We missed a call from this number and I want to your name I am a ________________ your position at _____________________. dealership name make sure we get you taken care of. How can I help you today?

IF THEIR NEEDS WERE ALREADY TAKEN CARE OF AT ANOTHER DEALERSHIP

IF CALLING FOR VEHICLE INFORMATION

“I want to thank you for calling in. We have a wonderful Service department so please keep us in mind for any assistance or services you may need down the road, we’ll be happy to take care of you.”

“I would be happy to get you all the information you need about the vehicle you are interested in. Let’s go ahead and clarify some of your preferences.” • • •

What is his/her desired vehicle specifications? Is he/she interested in any other models? Will he/she be trading in?

REQUEST AND SET THE APPOINTMENT “I have an opening at _________ and _________. Does one of those work for you?” FIRM APPOINTMENT set for_______ at _______ a.m./p.m. SOFT APPOINTMENT set for_______ at _______ a.m./p.m. “I’ll give you a call tomorrow to see if you’ve narrowed down a time you can come in.” “Would it be better for me to call tomorrow morning or afternoon?” “Follow up on _________ at _________ a.m./p.m. to firm up time.” DECLINED “If we get something in that I think you might be interested in, can I give you a call back?”

CLOSE “Thank you ______________. caller’s name I will see you on ________ at ________. When you get here, come straight to _______________________________ where in the dealership and ask for ________________________. Again, my name is ________ and you can contact me directly at ______________________. who the appt. is with direct phone number Should anything come up before then, please don’t hesitate to call me.” • •

Thank the caller. Provide directions to the dealership if needed.

• •

Provide instructions for what the caller should do upon arrival. Give your contact information should something change.

Jenna Hoctor Active Sales Opp

(214) 555-0000

Ford F150

OPEN IN CRM

13 FOLLOWERS

February 9, 2022 9:22 AM Rick Tanner

Not connected

Rick Tanner

Rick Tanner’s Agent Line 0:00

3:12

Bryce Kent

Feb 11 1:22 PM

February 9, 2022 9:33 AM

Text Message Rick Tanner’s Agent Line 469-555-1000

Hi, got your message. In a meeting. Call me again in an hour.

Everything you need to Own The Phone is in one simple package: Sales, Service and Artificial Intelligence.

HELP CUSTOMERS, QUICKER

DO MORE WITH EXISTING OPPORTUNITIES

Dynamic Customer Recognition

Missed Opportunity Alerts

Customized Routing

Caller Sentiment Detection

Relevant Caller Info on Live Calls

Texting

Open in CRM Link on Live Calls

Sensitive Information Removal

DMS Dip for Service Info

Keyword Detection and Search

GAIN COMPREHENSIVE INSIGHT

ACTIVELY IMPROVE PHONE PERFORMANCE

CRISP Reporting

Communication Dashboard

Voice Recognition

Daily Agent Stats Report

Caller Gender Detection

Dealership Stats Livestream

Foreign Language Translation

Live Listen/Join/Coach a Call

Voicemail Transcription

Agent Talk Time Analysis

Call Recaps

Facial Expression Detection

WANT TO LEARN MORE ABOUT CAR WARS? www.carwars.com

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833-245-9895