This manual is designed to train sales people, service advisors, used car manager and F&I to use OKTIUM: accept calls, ping back, showcase products, and use one-tap features
Step 1: Dealership sign up
As part of the sign up process the dealership’s principals decides whether all calls are routed through the reception, whether the smart routing system is going to be implemented, whether all sales people or just selected few will be answering OKTIUM calls.
If the smart routing system is implemented and the customers have a choice of a department they want to reach, the dealership’s principal decides what departments will be receiving the calls.
Step 2: Implementation
During the implementation phase the dealership’s account is set up(24hours) and the widget button code is sent to the dealership shortly after. But before the Face2 button code is sent, all dealership personnel has to be trained and prepared to answer OKTIUM calls, and use one-tap features.
With the contract your dealership supplied us with the list of names of OKTIUM calls eligible employees and their phone numbers and email addresses. You will soon be ready to receiveOKTIUMcalls on your mobile devices. The order in which you’ll be answering those calls was determined by your GM. All of you have to go to your App Store and download OKTIUM 4B. The sign up process is very simple: you enter the email address your company chose for sign in and password: welcome1(please, change the password). When you are logged in, please, fill out your profile including your picture(customerswill see your information when you set up an appointment with them in aconfirmation email).
Step 3: Training
Now that you are signed up you can start answering OKTIUM calls.
Please remember to mark yourself available when you are, or unavailable if you are busy with someone at the store or are not at work. To change your status click on the profile icon, and slide the bar to change the status. Don’t worry about changing the status at night: your dealership specified hours of operation which means it just goes off-line after hours.
If customers press Face2 button on your websitewhen you are not availablethey will not reach you, but their call will be duly noted and will show up as missed call. Once you get back to work you can use the PingBack feature. It is designed to let the customer know that you are now available. The customer will receive the following notification:
To Ping Back, open your OKTIUM 4B, and see missed calls. Click on it. Then click little bell icon and confirm that you want to send a ping back. There is only one Ping Back per missed call.
TAKING THE CALL
OK. You made yourself available to answer OKTIUM call. And so it comes in. Well, this part is simple: click Accept
If the caller is registered prior to calling you their first name is displayed. Note it and address the by their name. If, instead of a name, you see Anonymous, that means they are unregistered”.
SEEING AND BEING SEEN
Once the call is accepted, the customer can see and hear you. Smile and start talking. You can’t see the customer at the beginning of the call because it’s his/her choice to be seen. After exchanging pleasantries you may want to ask them to turn on their camera.“MsCustomer, being seen by me is your choice. If you’d like me to see you, look at the bottom of your screen, you see a camera icon, please tap it to turn your camera on. If not, we respect your privacy, you may choose to turn your camera on at any time during this call.” Just so you know, the icon looks like this
Being seen by them is NOT optional for you. Your camera turns on when you accept the call.
We would encourage you to attempt to collect the information early in the call, just as you would on the phone: “Mr.Customer, may I send you a request for your information? It would be useful to have in case you want to receive some follow up material for your further review.” “Would you like to share your phone number with me? How about your email address?” OR: “Mr.Customer I would like to send you request for information. You have a choice to accept or deny.”
On the bottom of your screen you see a few icons. Click the Phone icon. Then click“confirm”.Here is what the customer will see on their screen. Same goes for email address: click the email icon.
Since entering one’s phone number and email address is part of customer app download, this information is already enteredby the customer, so it takes only one tap for them to share it with you(ordecline). If they declined sharing in the beginning of the call, you may want to try again later, when you established a bit more rapport.
If the caller connects with you from their desktop or laptop computer they, they don’t have to enter their information proper to the call. Any information confirmation you push to them will require their input(theywill have to enter it during the call)
It is important to try to collect the information from the caller because there is no other way for you to re-connect with them at a later time. Once the call is complete you can’t call them back, you can’t ping them back. The information they share with you is all you may have. OKTIUM respects callers’ right to privacy and does not supply you with that information. So, you either ask for it and get it, or you can’t follow up.
Hopefully, your conversation led to the point when the customer wants to come in. To set an appointment look for the calendaricon on the bottom of your screen. Click that and proceed sliding dates and time settings. You might enter also a personal note to the request into an empty field at a bottom. Once done click confirmthe request.
Look for orders icon. Click and proceed to fill in the order. If the customer already have a credit card on file, these details will fill in automatically. Alternatively, you ask for the card number and expiration date. Punch it into the appropriate fields and click pay. Here is what the customer willsee on their screen, so they can confirm the payment with one tap.
VIDEO CALL SKILLS AND ETHICS
During your business hours, you may be taking OKTIUM ups in turns, or at random. And please do treat those callers as real ups who enter through your digital door. Like real ups they are“justlooking”. And like real ups they are there to buy a car. This is your chance to start building the relationship with them.
Before we get on with the rest of the functionalities training, let’s review a few Video Call Ethics guide.
In today’s world there is no standard of video call interaction. Salespeople are only trained and are used to communicating with customers in person and on the phone. The goal of this part is to establish video call ethics and learn what to do and what not to do.
When you accept the call, you have just a few seconds before you are going to be seen by a caller. So think about your video-caller as a customer who just came into your store.
Smile, as you would to the visitor. Try to keep your device at an arm-length distancefrom your face to give the caller a wider field of view, instead of just your face(youcan see the images you’re transmitting in the upper left corner of your screen). You may want to hold the phone in landscape(horizontal)mode for that purpose.
“Hello, welcome to _________________my name is ______. Can you see and hear me OK? What can I do for you?”
After the initial greeting, you want to ask if the customer has ever been to your store, and if the answer is“No” consider breaking the ice by switching to the back camera(clickcamera symbol on the bottom bar) to give a short tour of the showroom. You never know what might catch their attention. While you are moving around, do not rush. Move your hand slowly. Remember, the camera needs a few milliseconds to focus and to adjust to changing light. You are the director, and the quality of the picture the customer gets is up to you. You are creating not only the view or the tour, but the customer’s experience.
When on video call(same goes to the phone call), it is especially important to give the caller your undivided attention.When you have a customer in your store, and, while showing them around, you excuse yourself to exchange a few unrelated words with a co-worker or a manager, the customer will stick around for a few minutes or even longer. They have cars to look at, brochures to thumb, a coffee machine to inspect, and, since they are already there it’s unlikely they will just walk out. Besides, even if they get upset and head towards the door you still have a few moments to catch them, apologize, and re-establish your report.
With a video(or phone) caller you have one and only chance to keep the conversation going. They have a“HangUp” option as well as the option of not answering your call when you call back with your apologies. So, give them your full attention. Do not diverge from the conversation. Once you pick up the call, be present and involved.
When showing the car please be mindful of the light. The less light, the worse the quality of your video. Remember, it is all about the experience. You may have the car parked in the parking structure with dim light. Here are a few suggestions:
- If you are showing some features inside the car consider to either using your phone’s flash light, or using the reading lights inside the vehicle.
- Again, remember to move your hand slowly. Give your phone’s camera the chance to adjust to the light. To aid the adjustment, tap the screen on the detail you want to show and slide the exposure up or down.
There are a few accessories you may want to consider
- Power bank. Your phone’s battery is affected by your phone use. Some tasks take more power than others. It’s no secret that video streaming can drain the battery faster. Power banks are great for keeping your phone going so you don’t lose the connection with your customer in the middle of OKTIUM call.
- Smart phone stabilizer, so your videos are not shaky and your camera does not have to constantly keep adjusting focus.
Great news is that there are gadgets that combine the two. Check it out: