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Elise Kephart's Phone Scripts (even when the customer doesn't say their part)

  Phone Up Inbound Call - Specific Vehicle
  Phone Up Inbound Call - Generic Vehicle
  Internet Outbound Call
  Internet Outbound KBB/Trade
  Internet Outbound Costco
  Internet Outbound TrueCar
  Outbound Equity Mining
  Outbound Unsold Traffic / One Reason Objections
  Outbound Service Drive Conversion
  Owning Objections Like a Boss
  The Communication Blueprint

  Facial Expressions

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FACIAL EXPRESSIONS

Do me a favor. Try answering the phone with a frown on your face, and then do it again with a smile on your face.

Your facial expressions can add a positive or negative effect on the way you sound over the phone. Your facial expressions transcend the phone line.

I'm sure you've heard something like that before; in fact, it's standard practice in many call center environments. There are several articles online which validate the importance of widening your smile.

There are even health benefits:


How to get into the habit of smiling on the phone

When I worked at the dealership, I had a mirror at my desk so that I could look at myself while on the phone with customers. This helped me form the habit of smiling and sounding positive. Give it a try!


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