Automotive Sales Objections, Rebuttals, Expectations, & "What Ifs" for Interent / BDC Department
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SELL THE APPOINTMENT!
Please REMEMBER to "Sell" the appointment... Don't merely just "ask" for the appointment.
Money Motivation
Do you enjoy it small, or would you love to increase the size of your paycheck? Coordinators round the world are being asked this question every day. No one likes a sub-par paycheck. If we can agree there, then I would like to share some action steps you can take that will be sure to enlarge the numbers in your bank account.
The first thing we have to realize, understand and embrace; is that as internet coordinators “WE ARE IN SALES!” The individuals who do exactly this in life (not just in our business) are the ones who prosper. In order to be successful here, every day on the phone we must sell three things…and here they are:
- Ourselves
- The Dealership
- An Appointment with the Dealership.
When we make or receive a call, we have to be the most friendly, /excited, /knowledgeable business person in our galaxy; and then we must sound like it. What do real business people do? First off, they always know the name of the person with whom they’re speaking. If you catch yourself asking “by the way, what is your name?” more than sixty seconds after your greeting, then you might be guilty of being unprofessional. When people are preparing to spend (especially large amounts), they want to talk to professionals…don’t you? In addition to the old rebuttal, we need to internalize: How about this, if we don’t handle our calls in the most professional manner possible, we could NEVER expect people to buy vehicles from us...OK?
“Here at XYZ Motors”…Do you find yourself using this sentence starter? You could be selling your dealership. This is exactly what you want to do if you are truly money motivated. Think of it this way: a dealership is worth lots of money right? If I constantly sell the dealership…then over time I’ll make lots of money…it’s that simple.
How do we sell appointments you say?...Good Question! The easy answer is to sell the aforementioned products extremely well. If we do a great job of selling the dealership and ourselves as a package, the appointment is a synch…unproblematic. However, we do understand appointments to buy cars aren’t selling like hotcakes these days; so here are a few extra incentives you can put on the table for your prospects.
Tentative appointments:
People seem to be more afraid than ever of commitment. Appointments give the impression of rigidity, so what can we do to flip the connotation? Use the word tentative to soften the word appointment. Statistics show that American people keep sixty percent of their commitments…no matter how strenuous. What does that tell us? We should just get our customers to agree to show up, then follow up. (The OH-SO important follow up…which deserves its own article entirely…as it shall have.)
Talk to your personal phone trainer or internet director about helping the customers to understand the benefits of setting appointments verses just popping by the establishment. Dealerships are once again worth millions and should be treated with respect. As doctors, lawyers and realtors, so are car guys. Maybe we could title them something a bit more astute like:…“Vehicular professionals”…I’m taking suggestions.
Either way, having a more professional approach to our jobs will help us to grow our compensation. I’ll leave you with an old saying from the old See-Do-Get wisdom vault, “If we wanna get paid more, then we gotta do more for what we get paid for.” Think and comment about it…THANKS! Until next time, go out there and sell more cars, more profitably, more often!!!
Behind The Scenes
Have you ever watched a “Behind the Scenes” TV show or DVD chapter? Ever seek to find what goes on in a studio, in a locker room, or in the white house during a closed door session? Sure you have. We all do because the analytical parts of our human brain want to know how things work. Today I want to talk to you about how I…as a national phone trainer…was developed.
My name is L.A. Williams and I am a long time music producer and certified engineer. All day and night I help singers, song writers, poets, instrumentalists … people with making themselves sound great!; whether live or recorded. I gave them countless ideas, suggestions and examples of what they needed to sound like to be successful and to make the money they wanted to make. The founder of Dealer Synergy (Sean Bradley) approached me with the idea of, “I want to do the same for our industries internet coordinators.”
To add to my credibility, Sean denotes that I am visually impaired, therefore audio is my world. We agree that if I can train pop artists on how to sound good in the studio, then I can definitely train willing internet coordinators on how to sound great on the phone.
See, for blind people like me (And your phone customers), the science of communication works a little differently. We must understand that we lose the 55% body language and other visual queues, so now that normal 38% voice inflection and 7% words we use become SO much more integral in how we need to communicate. I can help the sighted community understand and implement strategies to assist with that. :) Enough with all the technical jargon…let me invite you into my personal life and show you the real reason why I could be the best individual to coach your internet coordinators.
As a visually impaired gentleman, I never really fancied going out and meeting females. I was sure I could charm them and all, but I felt unequivocally that my strength was my smooth, deep, richly textured voice. I knew that I had great conversational skills and would meet lots of women on chat lines. Follow me now, the whole purpose of talking on the phone with these ladies was to get a face to face meeting. I engaged them in great conversation, I was patient and allowed them to talk and express themselves, I answered their questions and gave them a great value package proposition. By the time we met in person, the deal was already done, I just had to not mess it up. That’s the power awesome internet coordinators hold.
As internet coordinators we must understand, that our job is not to cell cars over the phone. We are not directly in the product business. We are however in the business of selling appointments to meet our establishment. The comedian Chris Rock says “When you meet a person, you don’t really meet them…you meet their representative.” Let’s all make sure that we’re being great phone representatives of our dealerships.
Another saying, “You Never get a second chance to make a first impression.” Effective phone skills are essential to creating a positive first impression which sets the tone for the rest of the customer’s interaction with our organization. A telephone call is often your customer’s first impression of your organization. Don’t leave it to chance! Implement an effective phone process from Dealer Synergy and sell more cars more profitably more often!
http://www.facebook.com/dealersynergy
These girls rock! (and even Sponge Bob think so too!) We just got done some great phone training, and I have to stop and say: Great job Kelly, Kassandra and Sarah in really taking advantage of the holiday season spending, stressing urgency to come to the dealership while the deals are unbelievable, and they are having a GREAT month going into the last few days! These girls are very focused on their goals, and have truely MASTERED the process of making a great phone call, and having an answer for everything...and your results show!
We also discussed how it has really been a great start of the last week in December for them, and they all understand that there are only a few more days to buy a car in 2010! Don't let up now!!
I personally have sold 3 cars on New Year's Eve before, so don't take it lightly! There is plenty of business to be done. The party don't start until AFTER business hours, and what better way to bring in the new year with a NEW vehicle!! :)
Happy Selling, and I hope everyone has an exciting and safe New Year!
Andy Fedo
VP of Training
http://www.facebook.com/seanvbradley
INSIDE a LIVE Training WORKSHOP on Objections, Expectations & Rebuttals... Automotive Internet Sales Ninjas in TRAINING!
VERY POWERFUL!!! Notice... They are NOT using ANY Scripts or Books!!! All on the FIRST DAY! Go Team GO!
Hi everyone! It's been a great 1st week back to Dealer Synergy and I have spoken with many of our clients so far for a phone training or just to say Hello! There is so much that can be done to get our dealerships ramped up for year-end, and I promise I will reach out to those of you I haven't spoken to yet very soon. I have been working on more material to help improve Dealer Synergy's action plan in keeping our dealers ramped up, and better than ever on the phones. With the economy constantly changing, I have new scripted rebuttals that will help our departments handle more types of customers.
Our phone trainings have been going great, and we have some new clients that will be able to take advantage of our brand new cirriculum of phone trainings to make you a "Appointment Ninja" faster than ever! Everyone that is fluent and already taking advantage of "the 10 steps" will get even better! It's the perfect time to start making the end-of-year "push" to really CRUSH the competition and finish the year with fantastic numbers (and PAYCHECKS!!).
As of now, I wish everyone a safe and happy weekend...and we all know the weekend is always better after having a BIG Saturday....so CONFIRM those APPOINTMENTS!! :)
Andy Fedo
VP of Training
Dealer Synergy
