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The Do's of Service-to-Sales Phone Calls
Know Your Customer
Use customer data to understand their service history, preferences and behaviors. This
information can help tailor the conversation to be more relevant and valuable to the customer.
Personalize Offers and Messaging
Craft offers that are specifically tailored to each customer based on their past interactions and
preferences. Personalization helps demonstrate that your dealership values its customers and
understands their unique needs.
Build Long-term Loyalty
Focus on building a long-term relationship rather than just making a quick sale. Show genuine
interest in the customer's satisfaction and future needs.
Example:
"Hi [Customer's Name], this is [Your Name]
over at [Dealership Name]. Did I catch you
at a bad time?
I see you're bringing in your [Car Model and
Year] for service on [Service Date] and I
wanted to call and introduce myself before
you get here.
I see that you are in for your [Service Type]
and wanted to confirm: are you dropping off
your vehicle, or will you be waiting here for
the service to be completed?
Great! Again, we truly appreciate your loyalty.
I also noticed a few things reviewing your
portfolio and was wondering if you would be
opposed to having a quick discussion when
you get here about the future of your vehicle
ownership? We have some personalized
options that I think you'll find interesting."
Purposeful Engagement: The call has a
clear purpose, confirming service details and
setting the stage for a meaningful conversation.
Data-Driven: The use of customer data
to personalize the conversation shows
that the dealership values the customer's
time and business.
Relationship Building: The call aims
to build a relationship rather than just push a
sale, fostering loyalty and trust.
When engaging service-to-sales prospects by phone – or any other channel – it's important
dealers remember what worked in the past won't necessarily work today.
By proactively engaging service-to-sales customers and taking a customer-centric approach,
dealers can turn routine service calls into valuable opportunities for customer engagement
and sales growth
Want to learn how Mastermind can help your dealership increase retention and drive sales
through the service drive? Request a demo.
