Let's talk about incoming Internet phone calls.

When an Internet phone call comes into the dealership, do you know where it's going? 

Do you know who is answering it? 

Most of all, does your receptionist (or main switchboard operator) know that if a call comes in with a "whisper", do they know that this is a lead from the Internet, brought to you by Search Optics' internet marketing efforts? (We have had reports where the receptionists thought these were solicitors and hung up the phone).

In many situations, incoming phone calls, that are leads from your website, not being answered by a receptionist who can direct the call, are probably being sent to voicemail or a cell phone.

Did you know that calls that are sent directly to the switchboard (with a live human answering the phone) usually last over 3 minutes?  That's because the call is answered live, then forwarded directly to an available sales associate who can immediately answer a caller's questions about sales, service or parts.

Did you know that calls picked up by voicemail at the dealership directed to a cell phone average only 30 seconds long.  Customers want to speak to a live person every time.

The "best practices" way to handle this type of situation is:
1. Find out where the incoming calls are going to - a receptionist, a voicemail, a cell phone.

2.  If the incoming calls are not going to a receptionist, you may want to consider this practice. 

3.  Make sure the receptionist is very familiar with the type of calls coming in so that he/she can properly forward the call to the appropriate associate (nothing is worse than a customer that has been passed around the dealership or has had to wait on hold or leave a voicemail).

4.  Familiarize your phone answering staff about your marketing partner, Search Optics.  Remind them that these calls start off with a "whisper" alerting your staff that this is an internet marketing lead.

Communication is key
Most of all, following these simple best practices regarding incoming calls will increase your phone call conversions and generate more business for your dealership.