From Calldrip to CallRevu: new possibilities for the Dutch market!

In the recent acquisition of Calldrip by CallRevu, we at #DCDW now also have access to CallRevu’s entire portfolio of services and products for the European, and therefore Dutch, market. The first product we’re going to service is also right away the very thing we’ve championed over the past few years: making online automotive better, and specifically online lead follow-up. We do that, of course, through personal training sessions, presentations, process performance reviews, online courses such as the Marktplaats course and now also with TestTrack.

If you now want to train your salespeople daily, for example by having them practice one conversation from real-world experience, then this is possible with TestTrack.

What makes TestTrack different?

TestTrack is an AI-driven training platform with which employees can practice realistic customer conversations, without the pressure of a real customer on the phone. The AI plays the role of customer and ensures that no two conversations are the same.

After every exercise, the employee immediately receives feedback on what went well and what could be better. Conversations can be listened back to and managers can track progress.

In addition, dealers, importers and training organizations can easily build their own scenarios, for example around new models, financing, leasing, service or lead follow-up.

The result: employees get better faster, have more self-confidence and ultimately ensure a higher conversion and better customer satisfaction.

How does TestTrack work?

TestTrack has an AI module that has been trained by #DCDW in a large number of specific cases, which can be expanded infinitely. For example: a customer calls a car business via Marktplaats and asks the salesperson whether a particular car they saw on Marktplaats is available. The salesperson’s goal is, of course, to thank them, ask questions and make an appointment.

The TestTrack AI calls the salesperson and, as the “customer”, has that question. The salesperson then conducts the conversation in three modes (easy customer, medium customer and difficult customer) and has to pass the challenge. For example: not interrupting the customer, so not cutting them off, thanking them, steering towards an appointment, and so on.

If they succeed in that, then the next day they can do the medium variant, for example, and after that, of course, the difficult, convinced customer.

Infinitely many training scenarios

So there are infinitely many possibilities for training salespeople daily. Think, for example, of product training for new models, explaining specific product features, financing options, forms of leasing, insurance, maintenance packages and much more.

For importers, too, TestTrack offers interesting possibilities. New models, promotions or changed conditions can easily be incorporated into new training scenarios, so that employees always have up-to-date knowledge at their disposal.

Not just for salespeople

For receptionists and service employees, TestTrack is likewise highly valuable. This way, they can practice offering maintenance packages, explaining additional work, answering warranty questions or conducting difficult conversations in which they have to explain why a repair isn’t covered by warranty. In that way, employees can gain practical experience daily in a safe environment, without the risk of losing a customer.

Learn whenever it suits you

Of course, you don’t have to be called. You can also log in yourself and practice conversations to get better at your communication with customers. The big advantage is that TestTrack is not generic, like static videos or standard e-learning modules, but a dynamic and interactive learning environment. In combination with our own video training library, which by now consists of hundreds of videos, a powerful combination of theory and practice emerges.

Getting better is a choice

Lead follow-up, and getting better at it, ultimately lies to a large extent with you as the salesperson. It’s your responsibility as a manager to coach and steer in that regard, and your result as the owner when the conversion rises.

At Ligier Store Doesburg – Experience Center we’ve now made a start, and I already see our people getting better. Of course, we’re also going to make TestTrack available to all our agents within CARMEN Automotive BDC.

The question that then remains is simple: When will you start?