Remember the first manufacturer targets times for responding to email enquiry? For most, within 48 hours was where they started, hard to believe now and we even missed some of these!

Fast forward a few years and most are looking for a lot less than the hour! Speed really was the key part of dealing with those enquiries. With the introduction of online departments focused solely on the incoming digital enquires we are now in many cases talking the majority in minutes and sometimes even in seconds! Speedy responses can go no quicker, what sets you out from the crowd?

The overwhelming majority of incoming enquiries from now are very likely to originate from

an email or digital enquiry. Every salesperson must now become a digital specialist, are you planning what changes you need to make to your approach in order to capitalise on this vibrant new marketplace?

Think what was YOUR enquiry split in January 2020? And where did YOUR deals come from?

What will it be in June 2020?

Start planning and preparing with Symco Training on your team, call us today for more information.

We know it is basic math, but on our courses, it really resonates with the teams and it has never been more relevant.

If your daily target is 40 hours, look at the different way it could be achieved:

40 hours – Average of 1 hour per job card = 40 cars
Lots of small jobs booked, no time available for redwork, no strong EVHC processes.

40 hours – an average of 2 hours per job card = 20 cars – Half the volume!
Strong planning, presale of products or services, bookings based on time and expertise available, time to accommodate redwork identified, team, pulling together.

Now, these might be extremes, but which site would you want to be a Service Advisor at?

A strong process from initial booking through to a post-visit follow up call will make sure your team achieve plan in a controlled manner. It is self-funding!

Find out how our clients are preparing their teams to meet these new challenges and demands, call us today for a plan on how to capitalise.

Through the recent week’s events, one thing that has really shone through is a sense of support for one another. The weekly celebration of our National Health Service, doing some shopping for a neighbour or ordering from a struggling local business.

The dealership is central to a local community supplying all the goods and services for a busy village, town or city, are you active in your community? Now is the time to have a plan to engage and support the local community. These have always been the customers you are best placed to serve, but many times we have put more effort into chasing a deal hundreds of miles away.

Listen to example Simon gives of a dealership in America and the conversations they are having with their community.

Call us today to discuss your team’s training strategy for now and beyond.

Are you thinking of your customer?

Set the agenda correctly first at morning drop off!

• Make sure you’ve told the customer you’re going to do a complimentary vehicle health check on their car.
• Make sure you’ve told them about the different colours on the VHC report, and what they mean.

Because if you just get on the phone later and say: “Hi Mr Customer, so we’ve had a look at your car, and we’ve found out that we need to sell you some tyres and ……” you are unlikely to be successful.

Think about the message from your customers perspective and structure your call accordingly.

Keep improving your team’s skills and techniques, enrol them on ‘Today’s Service Advisor’ online training programme today. For a one-off cost of just £299 plus VAT per person your team will learn great tips and techniques that will more than cover the investment. Self-funding training ask us how today 01829 760679.

Sales managers often have to deal with the problem of salespeople telling them that their customer “doesn’t want to drive the car, they just want to know what their car’s worth.”

The best way to deal with it is simply to go to the customer and say, “Hi! Mr and Mrs Smith, is it? I just want to introduce myself. I’m Simon, and I’m going to do a bit of homework on your car. While I’m doing that, I’m going to get John to take you for a drive in the new car, to show you how nice it is. Because it’s going to take me 20 minutes or so to get you the very best price for your car. I’ll see you when you come back.”

I’ve used that word track countless times myself, and I’ve never had anyone refuse the offer of a demo.

Remember raise the desire to buy. We all know it can be possible to sell a car without a demonstration drive. But why bother? There isn’t exactly a crowd control problem in most dealerships! Take your customers for a drive in the car and raise their desire to buy. It’s going to make the negotiation and the close so much easier.

Ask about how ‘Todays Service Advisor’ online training programme could benefit you. For a one-off cost of just £299 plus VAT per person get your team on the IMI Quality Approved training programme today by calling us now 01829 760679.

What’s the most important thing that youBet this one is not top of the ‘to do’ list today? can do as a sales or business manager to dramatically improve results in your dealership?

Second-facing every customer who comes into your business – every time.

Watch my clip to see one idea. There are many others you can try from our training programmes, but what’s important is that you get out there and second-face every customer. Not only will you close more deals, you will get more profit in them and your salespeople will start learning how to close better themselves.

I often hear sales managers saying they haven’t got the time, but the only reason they haven’t got the time is because they’re not second-facing in the first place. if you second-face more, your salespeople will learn how you close the deals and then they will start closing more deals themselves.

Sign up today and make everyday a training day. Keep improving your skills and techniques. For a one-off cost of just £299 plus VAT per enrolment get your team on the IMI Quality Approved training programme today by calling us now 01829 760679.

What do you do with a customer who’s been in for a demonstration, likes the car, but has gone away to think about it? You’ve followed them up and given them a bit more information, but you’re still not really sure where they’re up to.

In this module, you will notice I definitively haven’t said we are going to give them any extra money. It’s more the hope of extra money. And, I’ve also said it’s an independent buyer who might be able to give them that extra money, rather than my dealership.

I’m also asking when’s a good time to make an appointment, to make sure that both the customer and the buyer can be here. They might not feel so bad about letting you down – after all, you’re just a lowly salesperson! – but they might feel differently about letting someone else down.

I wouldn’t use this technique on my first follow-up call. I would hold it back for the second or third call down the line.

Sign up today and make everyday a training day. Keep improving your skills and techniques. For a one-off cost of just £299 plus VAT per enrolment get your team on the IMI Quality Approved training programme today by calling us now 01829 760679.

I want to compare the process for Walk-in Customers with the process for Handling Telephone Enquiries.

With the walk-in customer, we need to start by getting our attitude right. Then we do the meet and greet, qualify needs and wants using their part-exchange as a qualifying tool, and give a presentation and demonstration to raise the desire for the product. At the end of the demonstration drive, we test the customer’s commitment with a trial close question, then we negotiate, and finally close.

Telephone enquiry process:
The telephone enquiry process is quite similar in that we need to get our attitude right first and introduce ourselves to the customer. when we have to qualify them, find out
what they are interested in and what it was about that car that put it on their shopping list.

The next stage of the telephone enquiry is converting the call into a showroom
appointment. So the presentation and demonstration stages of the road to the sale don’t apply. However, the purpose of the presentation and demonstration is to raise
the customer’s desire for the car, and that’s what we need to focus on with telephone enquiries is raising the customer’s desire to visit the showroom.

Sign up today and make everyday a training day. Keep improving your skills and techniques. For a one-off cost of just £299 plus VAT per enrolment get your team on the IMI Quality Approved training programme today by calling us now 01829 760679.