Meet Melissa Roberts

Melissa is the voodoo priestess of phone training

Beginning as a receptionist out of college in Worcester, MA to working her way up to the role of prominent BDC Manager and Internet Director, Melissa has had a love affair with all things auto.  Within three years in a male-dominated, multi-line dealer group, she left everyone else behind in the dust while personally handling all Internet opportunities across two locations. Her dedication to the craft and uncanny ability to set appointments at an 80% clip evolved into her managing two different Business Development Centers during her time in retail.  This skillset is what rewards her to this very day while training.

One small step for a woman, one giant step for Melissa

It was at a Digital Dealer Conference that Melissa was first introduced to Joe Webb and she felt her philosophies about running a BDC (connect personally with the customer, build rapport at all costs, utilize endless measures/mediums to follow-up) synced very closely with her own.  It was at this point she left automotive retail and, based on Joes recommendation, began as a phone coach or phone ninja for Jerry Thibeaus phone training company, Phone Ninjas.  She perfected her already gifted talents of phone scripts and mystery shopping and this gave her the outlet to both meld technology with process and script training.  Her passion for coaching was ignited.

Gaining buy-in from BDCs and salespeople on proper phone techniques ever since

Melissa joined DealerKnows in 2011 and has spent every year since traveling the United States and embedding best practice phone training techniques into salespeople, BDC, and Internet Managers alike. She relishes the chance to engage with dealership personnel no matter how green or how seasoned. She can take them all on and win them over with her sarcastic wit and unmatched phone skills.

More than just a phone genius

When not training your team on progressive phone strategies, she is the watchful eye inside your CRM (monitoring your employees lead handling). She is the ear on the other side of your phones (when listening to your recorded sales calls). She is the mystery-shopping machine that torments your nightmares and improves your processes. It is this hard-nosed, multi-talented drive that makes Melissa a force to be reckoned with.