MRAA releases phone skills guide

Publish date:
Guy on phone

The Marine Retailers Association of the Americas has published its latest white paper, “The Guide to Phone Skills.”

Part of the Marine Industry Certified Dealership program, the 10-page digital publication provides marine retailers with tips on hiring and training staff members, auditing a dealership’s phone responses, scripting calls and marketing a phone number.

“It isn’t a secret that today’s customers are not the customers of the past,” Liz Walz, MRAA vice president said in a statement. “The Guide to Phone Skills not only discusses how today’s customers have evolved, but also provide a guide for retailers to implement in order to create a positive customer experience as soon as they pick up the phone.”

The guide was developed to supplement the 2019 Continuous Certification course, Align Your Dealership With Today’s Customer, presented by Walz and Jim Million of Million Learning.

“The 2019 Quarter Three Continuous Certification curriculum is focused on providing marine dealerships with the guidance they need to better align themselves with the shopping and ownership experience of today’s customers,” Liz Keener, MRAA’s certification manager. “This white paper offers retailers with a how-to guide to connecting with today’s technology-empowered customers.”

MRAA members can log in to the guide at


A Collective Voice Against Tariffs

Organizations in the E.U. and U.S. have issued a statement ahead of next week’s Brussels Summit urging for the termination of retaliatory tariffs.

ABYC Free Webinar Series Returns

The association’s online learning events will continue with “Fuel System Troubleshooting” on June 17.

Getting to Know the Newbies

At last week’s Partners Outdoors symposium, RBFF’s Stephanie Vatalaro shared information that can help the marine industry get to know its new audiences.

Switching to Compostable Bags

Foul-weather gear maker Grundéns will start using eco-packaging that you can cut up and use in the garden.

Brunswick Corp. CEO to Headline Innovation Summit

David Foulkes will speak on implementation at the Sept. 9 summit, organized by Correct Craft.

Navico Hires Americas PR Manager

Navico brings its public-relations duties in-house with the hiring of Kim Rodriquez.

Galeon Expands Dealer Network

The builder looks to British Columbia-based dealer Freedom Marine to grow the brand in western Canada.

No Inventory? Now Is Not The Time to Stop Marketing

The MRAA’s Webinar “Marketing When You Have No Inventory” covered how dealers can build long-term equity with new and returning customers as demand outpaces supply.