In our episode today, we continue part two of our conversation with Leigh Anne Best and Skyler Mayne, and we get into the mechanics behind her 90%+ close rate against an industry average that lives in the 40s. We hit on phone call length targets and I also questioned our guests on why longer calls hurt sales, specifically with advisors.
We walk through the systems that make Skyler's results repeatable rather than lucky: scripted expectations. We talk about how a CSR handling the phone frees the Service Advisor to stay present with the client in front of them. And we get into how a single phone call turns into a lifetime client, plus Skyler's own growth path from CSR toward respected trainer.
Today's Word of the Day is:
Conversion
Noun.
Definition: The act or process of changing from one form, state, or use to another; a transformation.
Etymology: From Latin conversio, "a turning around, a revolving," from the verb convertere, built from con- ("with, together") and vertere ("to turn"). The same root that gives us vertex, versatile, and reverse. The core image is a turning, not a straight line from one point to another but a pivot, something changed by being turned toward something else.
A few things we get into:
What is behind a 90%+ appointment close rate (and what counts to that 90% is the people coming IN the DOOR)
Systems that make great service repeatable
Setting up the Service Advisor to stay present with the client
Turning a one-time caller into a lifetime client
Skyler's growth path
The upcoming Service Advisor training summit with Skyler
I do expect that if part 1 wasn’t convincing enough… this part 2 will seal the deal.
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