Phone Skills
For most customers, the phone is the first time they hear the dealership. The advisor who picks up sets every expectation that follows. This module is about owning that call — converting it, handling it cleanly, and protecting your day in the process.
A phone call is family treatment in 90 seconds. Positive attitude shows up in your voice before your words. Respect shows up in how you handle status calls without bouncing the customer to voicemail. Pride shows up in answering by the third ring with a complete greeting. Excellent AND easy means the customer hangs up thinking "that was simple" — even if their question was hard.
What You'll Learn
By the end of this module, every advisor will be able to:
- Answer every call with the Dyer standard greeting in under 3 rings.
- Convert "do you have availability?" into a booked appointment 70%+ of the time.
- Handle status calls without losing the rest of your day.
- Own the call instead of bouncing the customer to voicemail or another advisor.
- De-escalate difficult callers with calm, family-treatment language.
- Protect your talk-time productivity without making customers feel rushed.
Module Map
Work through the lessons in order. Each takes 5–10 minutes. Knowledge check at the end requires 80% to pass.
Practice & Assessment
How Module 05 Lives the Dyer Values
- Positive attitude → The customer can hear your smile through the phone. Pick up like you're glad they called.
- Respect → Use their name. Listen fully. Don't talk over.
- Treat customers like family → Own the call. Don't bounce them to voicemail or another advisor unless absolutely necessary.
- Pride → Three-ring answer standard. Complete greeting every time. No exceptions.
- Win together → When you do need to transfer, warm-transfer with context. Don't just dump.
- Excellent and easy → Customer hangs up thinking "that was easy" — even on hard questions.