MRAA releases phone skills guide

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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 MRAA.com/guides.

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