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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 […]
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 […]
We all know those members of the team that are charisma personified with customers. Is it fair to say they always saw greater importance in face to face contact? Would they dive for a walk-in, did they have the same urgency for an email enquiry? Could we be losing from our team those salespeople that […]
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 […]
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 […]
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 […]
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 […]
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 […]
You might want to work out how much each telephone enquiry is actually worth to you. If you take ten telephone enquiries to get one appointed customer who ends up buying a car, and let say that one customer is worth, £100 to you in commission, that means every telephone enquiry is worth £10. If […]
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 […]