If you are going to NADA 2018 this year in Las Vegas make sure you attend one or both of Sean's Official NADA 2018 Convention Workshops!
If you are going to NADA 2018 this year in Las Vegas make sure you attend one or both of Sean's Official NADA 2018 Convention Workshops!
CEO of Dealer Synergy, Karen Bradley will be a first time Speaker at NADA and she was asked to conduct not one but two POWERFUL Training Sessions on Time Mangment, ORganiation and Professional Development. You do not want to miss Karen speak and train at NADA 2018 in Las Vegas this year!
Example of Dealership HR Video For Automotive Sales Professionals & A "Pro Pay Plan"
Sean V. Bradley, CSP Is Keynoting The Digital Dealer Workshop In Chicago February 13th & 14th 2018
You Will Not Want to Miss This Keynote at Digital Dealer Workshops
+ Save 50% off with Promo Code SYNERGY
This panel discussion will be facilitated by worldwide automotive trainer Sean V. Bradley, CSP who will bring together an elite panel of automotive forces, each with unique areas of expertise, to help you build an unstoppable defense for your store to combat against the automotive industry’s own “evil” forces.
The concept of which was inspired by the animated TV program, Voltron: Defender of the Universe. (For the non-anime-familiar, Voltron’s storyline revolves around forces that merged together to form one unstoppable mega-force defense for the galaxy in a battle against evil.)
Primary Learning Objectives:
⇒ Learn what the MOST important "Key Performance Indicators" (KPIs) are from a $1.1 billion-dollar dealer group that delivers 5,600 units per month.
⇒ Identify specific activities that your sales team can immediately do to proactively generate business for themselves and your dealership.
⇒ Learn the MOST important technology resources that are being utilized by the most successful dealer groups in the country.
⇒ Learn how to form your "Voltron" defense.
Panelists include: Joseph Shaker, Principal Owner, Shaker Auto Group; Toni Anne Fardette, Director of Business Development, Atlantic Automotive Group-The NY Auto Giant; Louie Herron, Owner, Louie Herron Chrysler Dodge Jeep Ram; and Brian Chapman, VP and General Manager, Homer Skelton Ford.
Don’t miss this Keynote Presentation and over 40 more Marketing, Sales, and Management seminars at Digital Dealer Workshops Chicago, February 13-14th at the McCormick Place.
Register with promo code SYNERGY to get 50% OFF!
Registration includes comp passes to the Chicago Auto Show (Feb 10-19th)
Dealers NEED to Take the TCPA (Texting) Compliance VERY Serious...
I have a Dealer Group in NJ that just forwarded me an email from the State Dealer Association's Attorney WARNING them that there are MULTIPLE Dealerships wrapped up in Class Action Lawsuits over TEXT Messaging (TCPA Compliance) VIOLATIONS. The Dealer was very distraught and issues an IMMEDIATE CEASE AND DESIST TO HIS ENTIRE Dealer Group from TEXT MESSAGING under ANY CIRCUMSTANCE until their attorneys dig in and make sire they are NOT at risk! What I find is there are so many dealerships out there in clear violation of the TCPA Compliance and are risk for lawsuits... class action lawsuits! What is worse is that some for these dealers have NO IDEA. They think what they are doing is legal because their CRM company or their Text Messaging Vendor says they are legit and compliant. I URGE ALL Dealers to consult with their Dealer Association and their attorneys and CONFIRM that they are 100% compliant and NOT at risk of a lawsuit or fines. TCPA-ctia-messaging-principles-and-best-practices.pdf
Here is some information that I have come across
* This is an article I found online:
When do I need permission to text someone? How do I know I really have permission? Are they contacts or subscribers!?
Did you know that you must legally obtain permission to send a text message to a mobile device?
The latest edition of the CTIA’s Best Practices Guide for SMS Marketing and Communications, released on January 19, 2017, places an additional degree of emphasis on consent and TCPA compliance.
As stated in our terms and conditions and usage policy, all of our clients have a legal obligation to ensure that their contact lists and messaging content are compliant with all applicable state and federal laws, as well as all requirements established and enforced by the CTIA that regulate SMS/text messages transmitted via short code.
The Telephone Consumer Protection Act (TCPA) went into effect in 1991, and it has since been modified to include SMS/text messaging.
In a nutshell, the TCPA stipulates that businesses and/or organizations must receive express written consent from individuals prior to sending any SMS/text messages to them.
Obtaining an individual’s phone number—regardless of whether they are a potential lead, an existing client, a former customer, or a member of your group or organization—is not the same as receiving permission to contact them.
There are only a few special exceptions under the TCPA (such as appointment reminders and delivery notifications) that may be subject to exemption. For additional information about compliance guidelines that apply to specific industries and/or audiences, The Data and Marketing Association’s Comprehensive Guide to Compliance is a useful resource.
The TCPA provides for a private right of action and statutory damages and permits class-action lawsuits. Damages start at $500 and go up to $1,500 per recipient for each text message sent.
If you are unsure as to whether your contact list meets the established criteria for consent outlined by the TCPA and CTIA documents referenced (and linked) above, we advise you to consult with your organization’s compliance team and/or legal counsel.
To enable contact import permissions, please complete the following steps:
A member of our team will review your request and make every attempt to respond within one business day.
If your request is approved, you will receive a confirmation message and instructions for uploading your list as a CSV file into our system.
If your request is not approved, an alternative method for building a compliant contact list (such as keyword opt-ins or web form opt-ins) may be recommended, along with instructions and tips to help you succeed.
Disclaimer: Please note that this advice is for informational purposes only and is neither intended as nor should be substituted for consultation with appropriate legal counsel and/or your organization’s regulatory compliance team.
** This is the attachment that the Dealer Association Sent to the Dealer Principal (It is from a vendor and seems to be years old:
Today’s reality regarding real time communication is proven in the data. On average smart phone users in the United States send 764 text messages and place 164 phone calls per month. Without a doubt younger users skew the data, but even people aged 55 to 64 text on average 80 times per month and 65+ text on average 32 times per month. Based on this information we can say, “When in Rome do as the Romans do.” Texting has become the most efficient form of communication when immediacy (of a response) is needed.
Why should service advisor, sales person or your BDC text? Put yourself in your client’s shoes. A teacher in a classroom, a worker in the field, a professional in a meeting – all of them can reply to a text much faster and with more convenience than they can answer a call or return a voicemail.
The data supports this as texts are replied to, on average, within 4 minutes. The expectation for a return call to a voicemail is the same day and the expectation for an email is 24 hours. A teacher can text while class is in session, the carpenter can text with work in full swing and a lawyer can text while in a meeting.
Continue reading to better understand the rules as they apply to automobile dealerships in the United States.
Advantage Tec has all the proper DMS integration and texting solutions required for your staff to abide to the rules discussed below.
Do TCPA regulations allow businesses to text customers?
YES, businesses and their employees may market & communicate via text. However, there are rules businesses need to adhere to.
The salient points car dealerships need to know regarding mobile messaging in the United States.
TCPA – Telephone Consumer Protection Act
FCC – Federal Communications Commission
ATDS – Automatic Telephone Dialing System or Auto-Dialer
Text Messages – Text messages are “calls” for the purposes of the TCPA.
Car Dealers’ FAQs:
What are the highlights for car dealerships regarding the most recent TCPA regulations?
What are the positives for auto dealerships in the most recent July 10th 2015 ruling?
There is a big positive in the most recent ruling. “Consent for non-telemarketing, non-advertising calls can be demonstrated by the called party giving prior oral or written consent, or by the caller giving their wireless number to the person initiating the autodialed call/text. This ruling is a positive for automotive dealers, as it reaffirms (at least in the nontelemarketing context) previous FCC Orders which recognize that by providing a business with a wireless number, the consumer has given prior express consent to receive a call.”
What is an ATDS or Auto-dialer?
An auto-dialer for the purposes of the TCPA is any technology with the capacity to dial random or sequential numbers, regardless whether the technology is actually used to make the call in issue, and it is not limited to its current configuration but also includes its potential functionalities. An ATDS can also be equipment to send Internet-to-phone text messages.
What is the difference between Text Marketing, One to One Bidirectional Texting and Immediate One-Time Text Messages?
Text Marketing is the name usually associated with a one-time blast with a marketing solicitation to a list of mobile phone numbers. This type of text marketing to customers that have not opted-in or given written consent is what the TCPA is trying to prevent.
One to One Bidirectional Texting is considered a conversation between two people. Although this is not mass marketing under strictest interpretation of the rules prior written consent should be attained for automated May-I-Contact You texts, automated appointment reminders texts, automated welcome texts and automated follow-up survey as an example. For one to one texts initiated by a service advisor written permission to text is not necessary (if no marketing or telemarketing message is in the text). For example, it is okay to ask for repair approval or notify customers that their vehicle is ready.
Immediate One-Time Text messages refer to one-time automated text messages sent immediately to a consumer’s request for information as part of an ad campaign. The automated response to the consumer’s request is TCPA compliant. According to the FCC, this type of text messaging is not “telemarketing” or “advertisement” texting, but merely the fulfillment of the consumer’s request for information. The FCC states that in order to qualify as a one-time automated text message it must (1) be requested by the consumer, (2) be sent immediately in response to a specific consumer request, (3) contain only the information requested by the consumer with no other marketing or advertising information.
Can a service advisor text a one to one personal message using texting software to help them get approval for job repairs or to notify a customer about vehicle status?
Since the repair message is likely not a marketing message, written consent based on the repair order will not be required. The provision of a cell phone number is sufficient consent for service advisors to call/text customers relating to the repair order. An automated text sent on behalf of a service advisor or dealership should only be sent with written consent.
Can a sales person text a customer with vehicle information, pictures or video using mobile messaging software in follow-up to a potential purchaser’s visit to the dealership if the potential purchaser gave the sales person their mobile number?
Text sent using a software solution will likely be considered by the FCC as an autodialed text message. The text message might also be considered a telemarketing message for which written consent is required under the TCPA.
Can a dealership follow up on an email lead with a text to that person?
No this is a violation of the TCPA rule. Express consent on the lead form or written consent is required.
Can a dealership follow up on a phone lead with a text to that person?
No, under the strictest interpretation this is a violation of the TCPA rule. Express consent on the lead form or written consent is required. However, courts may rule that a person leaving a dealership a voicemail probably wants to be contacted. If the response is timely and not telemarketing based it’s not likely to be a TCPA issue.
Can a dealership follow up on a chat lead with a text to that person?
No, this is a violation of the TCPA rule unless you receive written consent during the chat. The dealership must have written confirmation in the chat asking if they can call or text the number provided.
Can a dealership follow up on a text lead with a text to that person?
It is unlikely that written consent will exist, so sending a text to the person under the strictest interpretation of the TCPA is not allowed. However, common sense and the initiation of a text communication would indicate they are expecting a response to their text. As long as the response is timely, includes opt out instructions and is not telemarketing in nature then it is not likely to be a TCPA issue.
Can a dealership initiate an outbound text to a mobile phone number obtained from the DMS or CRM?
Yes if written consent was received from the person with the entry of the phone number into the DMS or CRM. As outlined above, a service advisor has latitude to text one on one if it is not a telemarketing text without written consent. This is not the case for a sales person.
Can a dealership initiate an outbound text to a mobile phone attained from a marketing list or other mobile phone list?
No. This is text marketing and written consent is needed – dealers should NOT do this.
How can a dealership show and track written consent?
Your texting solution provider should be able to show electronic written consent documentation and produce records of written consent.
Can an ATDS text a customer and ask if it is okay to text them or ask them to opt-in?
No. You cannot text a customer to ask them if it is okay to text them without prior express
What about Internet-to-Phone Messaging?
The FCC addressed the status of Internet-to-phone text messaging and qualified this technology as an auto-dialer under the TCPA. This is technology that allows a party to send an email to an address that combines a recipient’s mobile telephone number with the mobile provider’s domain name resulting in the delivery of an email message. Such a text requires prior written consent.
Are there any exceptions to the TCPA texting rules?
The FCC order has granted limited exceptions to TCPA liability for certain free “proconsumer” calls or text messages about time-sensitive financial issues or health care messages.
What are the fines or violations fees?
If there is a violation, the statutory penalty is $500 per violation (call/text). If a plaintiff can show the violation was knowing or willful a court can increase the penalty up to $1,500.
Why are these TCPA regulation so complicated? Why do I hear different rules from different vendors?
On July 10th 2015 the FCC issued a 166 page Declaratory Ruling and Order. The rules are subject to interpretation. With time the courts will determine the interpretations in the rulings. A recent example is the summary judgment in favor of defendant Shac, LLC. The court determined that the promotional text messaging sent by Shac involved human intervention and therefore was not an auto-dialer for TCPA purposes. So, despite the FCC increasingly expansive regulatory action against telemarketers, the court has applied more reasonable standards in interpreting TCPA regulations.
How do I know which car dealership mobile messaging software solution providers are TCPA complaint?
The texting software vendor can only help you achieve compliance with proper process, education and software. It is the dealership that must be complaint; a good software solution will guide personnel with screens that allow or do not allow messaging based on written consent.
What should every dealership do to practice safe texting?
Are TCPA regulations something a dealership should discuss with their attorney?
Yes. This document does not provide legal advice. It has been written by Advantage Tec to help businesses better understand TCPA & FCC rules. The reader of this document should not rely legally
When I first entered the automotive sales industry in 1999, my sales manager at the time gave me a copy of the New York Times Best Seller, “Who Moved My Cheese,” written by Spencer Johnson, M.D. This motivational fable centers around navigating through unexpected twists in your journey to find “cheese” (a metaphor for what you want in life). It was this book that inspired me to think outside of the box.
I entered the automotive industry at an interesting time. The “internet” had just started to become something. We were receiving internet purchase requests from our OEM via fax! Our “CRM” was a paper desk log and a highlighter. Our data mining / equity mining and customer retention was done from a little box filled with index cards.
When I got into the business, the vast majority of dealers and managers didn’t like or understand the internet. Most thought (incorrectly) that the internet was merely a fad. Many in the industry had negative feelings surrounding internet prospects and internet sales.
After I read “Who Moved my Cheese,” I was determined to avoid getting sucked into this negativity, and instead, I embraced the internet and took an active role in overcoming the challenges that came with it. I studied as much as I could on my own, taking classes on everything from website design, to SEO, etc. I earned certifications in this new field so I could evolve with the world in my new career. All of this paid off beyond belief.
I went from averaging 30+ units per month on the showroom floor (I was a sales consultant but “handled” all the internet leads because no one else wanted to), to becoming a manager and getting recruited to a dealer group in Central New Jersey (Pine Belt).
By 2002, I was delivering 110 units per month online at a Nissan Kia Cadillac dealership and holding gross!
Fast forward 16 years later to today, where I am blessed with perspective. I’ve trained more than 25,000 automotive sales professionals, and worked with 1,100 roof tops, everything from single-point “mom-and-pop” dealerships on the brink of bankruptcy to billion-dollar and publicly-traded dealer groups. I’ve learned so much about what works and what doesn’t.
I’m sad to report that despite increased tools to aid sales efforts, a vast majority of dealers today are not even close to delivering 110 units per month online — what I was doing 16 years ago! And NO, it’s not just because of opportunity or location. There are dealers today that have better franchises, better location, better inventory, more inventory, more money, more people, and still do not even come close to what we were doing in New Jersey, 16 years ago. It has to do with infrastructure, philosophy and strategy.
What this means is that if you get them to the dealership as an appointment, they will buy from you unless something goes wrong at the dealership. To be specific, I am talking about actual in-market buyers…people that are qualified to buy an automobile from you. The data is clear, it is not an opinion – it is fact. Hardly anyone that buys a car (who is qualified) goes from dealership to dealership (physically) anymore. That is why NADA says it’s “1.2” dealerships they visit. Folks, we know there is no such thing as a .2 dealership! Let me repeat that again. An actual in-market, qualified buyer only visits 1.2 dealerships period. This means if you are successful in getting them to the dealership you will sell them an automobile. Obviously, this excludes if something goes wrong or if they are upside down on their trade, their credit is unqualifiable, the vehicle is not available or they are not realistic. But for the most part, the vast majority will buy from you. You just need to get them to your dealership for that appointment!
NADA also says that out of the 16,500 franchised dealerships in the U.S., the average dealership:
Delivers 96 units
On the flip side, the average dealership receives approximately 400 FRESH internet and phone opportunities per month (sometimes just internet leads alone are 400). Plus, there is a “residual flow factor” of an additional 250-300 “carry-over” leads. Realistically, the average dealership has 650-700 REAL opportunities (both fresh and carry over) every single month but they have a fraction of the support staff as the showroom does. The average dealership either:
The result is that the vast number of dealerships don’t even convert a true 10% of the 400 fresh opportunities, never mind 12-15% of the total opportunities of both the fresh and carry-over leads. Remember the total opportunities per month are 650-700. That means the total deliveries should be between 75-105! Yes, that is right, if a dealership receives 400 fresh leads per month but has a residual flow factor of 250-300 and a REAL 650-700 opportunities to do business! With that said, 75-100+ is more than realistic. It is their responsibility. If not, you are leaving money on the table. But yet, the vast number of dealers struggle to deliver 40 out of the 400 fresh leads!
The reason this is happening is because the majority of dealerships are NOT set up correctly. They are still using traditional thinking and strategy for both HR and for marketing. Dealers are still setting up for the “traditional showroom,” 10 sales consultants, 3-4 managers to deliver the average of 96 units.
But as we clearly have identified, the internet and phones are the NEW showroom so why are dealers still setting up their showroom with an antiquated strategy?
We have taken Route 4 Cars in Paramus, N.J. from delivering 75 units per month online to 298 units per month online at $2,300 per copy! And we did it by treating this department like it was a full-blown dealership. They have 10 BDC reps, an internet director and two sales managers / desk managers (one for Chrysler and one for Hyundai). They are a self-contained “dealership” within their dealership. Their internet department delivers triple the number of units than the average dealership. As an example, here’s a typical month for them:
As you can see, their internet, phone, BDC department is more accurately described as a “follow-up” department. That is exactly what they mostly do. Look at the amount of outbound calls it takes to convert to a connection! I didn’t even get into all of the other forms of communication opportunities like:
The question is how in the world can a showroom sales team follow up with ALL of that (and at that level) while doing all of the “traditional” showroom sales activities? The answer is, it is impossible!
Let me explain by sharing an experience I had while speaking at an elite NADA Ford 20 Group. I was speaking with a GM of a single-point Ford dealership located down South. The GM was very proud to profile his dealership for me:
When I asked him how many units he delivered from phone and internet, without blinking he said, “111.” I said, “Your organization is MASSIVELY underperforming!” He looked at me like I was crazy but I quickly explained that if you do just basic math… 300 – 111 = 189. Divide 189 by the 27 sales consultants. That means if you take phone ups and internet ups out of the equation, then the sales team is only averaging seven units per salesperson per month! And without giving him a second to breath I added, “And, if you are paying them on bonuses for volume, you are paying and incentivizing them to be complacent with mediocrity!” He still seemed confused so I explained, “There are eight ways a showroom sales consultant can sell an automobile:”
If you take phone and internet out of the equation and the sales team is only averaging seven units per month per salesperson. But yet there are six entirely different other ways to sell a car. What are they doing? What are they not doing? He almost fell out of the chair. He got it.
Let me go even deeper. His dealership was designed for showroom operations with HR and marketing. But the reality was the vast amount of opportunities flowing in were for Internet Sales and Phone Sales. So, his team was focusing their time on reacting to those opportunities. They were the low-hanging fruit and well in abundance!
Here is the worst part… Because his dealership was not set up the correct way, their internet operation was not yielding as many units as they could have because they did NOT have the infrastructure in place to receive maximum return.
If they had the infrastructure similar to Route 4 in New Jersey, they could have easily NET increased another 60-70 units from the Internet / BDC side of the business. AND if they had the proper amount of people (and the right people, trained with the right processes) on the internet / phone side, that would have freed up all 27 sales consultants to spend the proper amount of time, attention and skill on the other six ways they could sell an automobile like:
**If the dealership was able to modestly increase the average units delivered per salesperson per month from 7 to 9, the dealership would be able to achieve a NET increase of 54 additional units from the showroom side! That is a total NET increase from both the showroom and internet / phone side of 114-124 (at $2,000 per copy). That is an additional $280,000 per month additional revenue and almost 3.5 MILLION additional revenue the first year. All of that by understanding the “cheese” has been moved. There is a NEW way to do business. Dealers need to accept this, make adjustments in their strategy and this will allow them to absolutely begin to generate more revenue immediately!
This is NOT an idea or a hypothetical. This is REALITY. The dealers that want to sell more cars, more often and more profitability are the ones that evolve. The dealers that don’t will have to be complacent with mediocrity or risk getting destroyed by competition.
If you would like to learn more about how to find your “cheese,” email me at firstname.lastname@example.org for a free strategy session. It would be my pleasure to assist you.
About the Author
Sean V. Bradley, CSP is an entrepreneur, published author, speaker, and award-winning international trainer. He is an eight-time NADA/ATD convention speaker and a FranklinCovey Certified Facilitator. He has earned the coveted “CSP” designation in the National Speakers Association. Sean is also a member of the elite “Million Dollar Speakers Group” in the NSA, as well as a State Association Speaker and Trainer. He has spoken at over 217 NCM and NADA 20 Groups. Sean has personally trained over 25,000 automotive sales professionals in 1,100 unique roof tops. EMAIL: email@example.com
Why Dealerships Need to Get Better at Video - NADA University Webinar 2017
http://www.InternetSales20Group.com Call 856-546-2440 and speak to Joe Argento or Billy Vamvakidis for details.
3 Scholarships Available For The Upcoming Internet Sales 20 Group 3- Day Training Conference In Philly July 10th - 12th
Are you tired of feeling like you never have enough time? You worked all day without stopping, yet you cannot clearly identify the tasks that have been completed. Unfortunately (and fortunately), we all have the same exact amount of time to maximize or waste.
There are 86,400 seconds in a day. Once they are gone, they are gone. Use them wisely! It’s time to stop working harder and start working smarter. Being busy is not an indicator of success. Instead of creating habits to be busy, create habits to do more in the same amount of time or less.
The No. 1 concern I hear from auto dealers is that there is not nearly enough time to accomplish tasks. Most people are investing some serious hours in the store, yet they leave feeling dissatisfied with their productivity level. Their stress level is through the roof. They are agonizing over the tasks that didn’t get done and dreading their return the following day.
When I conduct time-management training and consulting, I begin by qualifying the method in which the members of the organization manage their tasks. I typically find that half are crisis-oriented, allowing the day to take them wherever it goes depending on what fires they are putting out, and the other half are “to-do” list-driven. While the latter is way more efficient than just allowing the day to lead them, this still is not enough.
The following 17 tips will bring you closer to increased productivity. They will help you distinguish the priority tasks from distractions disguised as tasks and, ultimately, achieve your goals.
1. Stop saying you don’t have enough time! Our thoughts become our words and our words become our actions. If you continue to tell yourself that you do not have enough time, you won’t.
2. Maintain a master task list, but not just a long, running list, randomly arranged. Instead, assign due dates to those items based on priority level. You should have two tasks lists: one for personal tasks and one for professional tasks.
3. Use the “ABC” order method to assign priority levels to your tasks. A. items are items that are due the same day, B. items are items that are due within the next few days and C.items are tasks that are due a week or more out. Items that have due dates are clearly defined, but for the others, assign them.
4. Take your ABCs one step further. Once you qualify your tasks as As, Bs and Cs, drill down deeper by turning your As into A1, A2, A3, A4 and so on. This will give you the ability to put your most important tasks in sequential order.
5. Work in threes. Relieve the sense of feeling overwhelmed by thinking about three tasks at any given time. Handle your A1, A2 and A3 first, then assign the next three items. Small bites are easier to digest.
6. Work within your influence. As my daughter would say, you are not an octopus. You can only accomplish as much as you are physically able, so no need to concern yourself with Tasks Seven, Eight and Nine when you haven’t completed the six tasks before them.
7. Use the Three Ds. Do it, delegate it, or destroy it. As tasks arise, determine if you will do it and assign it an A, B or C or delegate it to someone else in the organization (or a friend or family member, if it’s personal). If the task doesn’t further advance your life personally or professionally, eliminate it completely!
8. Use a calendar and put all your appointments on it. The same goes for personal and professional engagements. Whatever gets scheduled gets done.
9. Just say “No”! Have the courage to say “No” to tasks when your plate is already full. If the task is being assigned from above, try asking, “I have no problem with jumping on that, but please let me know which of these other high-priority tasks you would like me to put off in order to accomplish this newly assigned task?”
10. Limit interruptions. Self-interruptions are a thing too. It takes an average of 25 minutes to return to the original task after an interruption. Allocate an hour in the morning and an hour in the afternoon to label as “quiet time.”
11. Plan “interrupted” time too. Allocate one hour of the day to proactively determine what tasks need your assistance. Failing that, let your team members know that they can stop by at a certain time to get assistance.
12. OHIO — only handle it once. Don’t procrastinate. If you aren’t going to do it, delegate it or destroy it.
13. Don’t discriminate. In other words, don’t put off the tasks you don’t like doing. Take emotion out of it and work objectively.
14. When working on tasks, begin with the end in mind. Waiting to see where a project will take you is not a productive mindset. A defined agenda will keep you focused and moving smoothly, allowing you to complete tasks in a shorter time frame and reduce your stress level.
15. Pick a day of the week to complete each recurring task. Treat them like appointments and they will become habit.
16. Eliminate distractions. Don’t feel the need to answer the phone just because it is ringing or check emails constantly. This may be a hard habit to break, but close out your email browser and assign yourself certain times of the day to check emails, voicemails and social media.
17. Breathe. Unless you are performing brain surgery or dismantling explosives, I promise you it will be OK. Sometimes just taking a small timeout to rest your mind is enough to do the trick.
Karen Bradley is the CEO of Dealer Synergy. She has 10 years of sales training experience and nine years’ experience as a Franklin Covey-certified trainer and facilitator.
** WORLD PREMIER of the (Soon To Be SMASH HIT) "Test Driver" #TestDriverSong AKA the Rocky Song "Survivor" (Eye of the Tiger) PARODY for the #AutomotiveSales Industry! #CarDealers should be able to relate! As you might or might not know but we are famous at Internet Sales 20 Group for making AWESOME #MusicVideos , our LAST ONE we did, The Drake#HotlineBling PARODY went VIRAL and we got over 200,000 views BEFORE the Record Label FLAGGED US on YouTube so we reuploaded on Vimeo. There are NOT nearly as many views on Vimeo but thats why and WHY this song is on Vimeo as well so we don't lose it :) We will be shooting the OFFICIAL Music Video at the upcoming www.InternetSales20Group.com 10 in #Philly July 10-12. This year's production is going to be EVEN BIGGER than our SMASH VIRAL HIT "I just Wanna Sell A Car To You". So, please LIKE, COMMENT and more important SHARE this song. Lets get it ALL OVER the industry and lets get ready to CRUSH the Music Video in Philly at #IS20G10! THANK YOU ALL and a SPECIAL Thank you to L.a. Williams III aka L.A. Dubb who wrote and produced the track!!
Here is the Hotline Bling Parody MUSIC VIDEO "I just wanna sell a car to you" - https://vimeo.com/151930496
Internet Sales 20 Group 3-Day Training Conference Is Looking For Speakers And Panelists
The #IS20G Training Conference is one of the most respected in the industry. The upcoming Internet Sales 20 Group will be number 10 in the last 7 years. We are coming back to where it all started, in Philadelphia July 10th 11th and 12th at the 5-Star Luxury Hotel, the Hyatt at Beliveau. We are expecting 300 Dealer Attendees this year and have an amazing curriculum already outlined of the country's ELITE: Dealer Principals, GMs, Internet and BDC Directors as well as the absolute BEST Subject Matter Experts in the industry today.
*** We are looking for Dealer Principals, GMs, Internet / BDC Directors that are CURRENTLY working at a Dealership / Dealer Group that would like to #Speak or be on one of our powerful #Panels. If you are interested please call or text me 267-319-6776 or email me at firstname.lastname@example.org. In addition to our superb lineup of Trainers and Subject Matter experts we already have some powerful Dealer Principals, GMs and Internet / BDC Directors that will be both conducting General Sessions as well as participating on the panels. Our Dealer Attendees LOVE to hear from OTHER DEALERS. So, if you have a passion for our industry and would like to share your knowledge and experience please contact me ASAP.
Here is the schedule:
and our list of our 21 Elite Speakers
Here are a couple of Videos Explaining the #IS20G:
AND Dealer Principals and General Managers (as well as their spouses) are FREE!
The Official "King Of The Ring" Belt For The Battle At #IS20G 10
Happy Birthday to Dealer Synergy and Our CEO Karen Bradley from Dealer Synergy 856-546-2440
Karen Bradley Presents the '7 Habits of Highly Effective People FREE Webinar - April 18 - 1PM EST
The 7 Habits of Highly Effective People Overview
Are you looking to achieve a level of true effectiveness at the dealership? To lead a life based on timeless principles of effectiveness? To live each day with purpose? To build life-long, mutually beneficial relationships with your customers and co-workers? If the answer is yes, then this “7 Habits of Highly Effective People” webinar is for you!
There is a reason why “The 7 Habits of Highly Effective People” curriculum, written by the late Stephen R. Covey, is taught to over 65% of all Fortune 100 and Fortune 500 corporations. Additionally, there are over 6 Million people globally trained on the the “7 Habits”, with over 35 million book copies sold worldwide, making it the #1 non-fiction book of all time. The “7 Habits” focuses on time management, leadership, organization, communication and teaches you how to truly achieve Work / Life balance.
If you work in a dealership, you know how chaotic it can be. Often times, it is difficult to distinguish the priorities from all of the noise. You invest 8, 10, even 12 hours of your day only to leave feeling like you got nothing accomplished. Also, it’s no secret there is a serious problem in the automotive industry with attrition! Our industry is plagued with mediocrity. You see it on the Showroom sales floor, in F&I, in Service, in the Internet Sales Dept and BDC… it’s everywhere! If you want to learn how to do more, be more and achieve more, you need to understand the “7 Habits of Highly Effective People” and how they can literally transform your LIFE! Register today and be well on your way to personal and professional effectiveness!
Karen Bradley Biography
Karen Bradley, is the CEO of Dealer Synergy, a top rated International Training and Consulting Firm that specializes in building Internet Departments and Business Development centers around the globe. She is also the Co-founder of Internet Sales 20 Group, an education company that specializes in training automotive sales professionals through their first class national bi-annual conference.
Karen has 10+ years Automotive Sales experience where her sole mission has been to help car dealerships and their personnel achieve their maximum potential. She has directly helped over 1,100 roof tops and tens of thousands of Automotive Sales Professionals evolve personally and professionally.
Karen also has 14 years of Accounting experience and 9 years experience as a Certified FranklinCovey Trainer and Facilitator for the 7 Habits of Highly Effective People and The 5 Choices to Extraordinary Productivity. She is an instructional design and curriculum development specialist, a time management and organization expert, as well as a process engineer. She has been recognized by the National Speaker’s Association for her skills in public speaking and was nominated in 2015 as one of the top 100 Leading Women in the North American Auto Industry, by Automotive News. Karen has also graced the covers of several major automotive magazines; most recently in AutoSuccess’ April 2016 edition, for her expertise on the importance and usage of video.
Karen’s most important role is as a proud wife and mother of 4 kids, ranging from 3 years old to 18 years old. Combine this role with her role as an owner of 8 companies, by living the 7 Habits of Highly Effective People, Karen is truly able to achieve “Work / Life” Balance, the basis for today’s webinar.
You can Call or Text Karen at 484-663-3584 or email her at email@example.com
Stall tactics are a type of objection that don’t mean “no”, they just mean “not yet”. Sometimes they indicate our customer’s need for more information (logical) and often they tell us that our customer just isn’t comfortable moving forward yet (emotional). Stalls can be the result of not building enough value in our customer’s mind, but usually it’s nothing more than a natural response to an uncommon situation like a major buying decision.
Unfortunately, stalls sound just like their brothers the “reflexive” objection (those that come before we’ve had time to relax our customer by building rapport) and the “condition of sale” objection (those that come at the end of the transaction and must be satisfied for the sale to occur). By far, the most common reason sales people fail at effectively handling a stall is because they only know one or two ways to handle objections and most of the strategies they do know address the “condition of sale” for closing purposes.
To effectively handle stall tactics, we need to have responses that address both the logical stall and the emotional stall and then we need to recognized where in the sales transaction the stall appears. By taking into account the timing in which it occurs, we’ll be able to use the appropriate strategy to help make it easier for our customer to move forward through the buying process. The majority of sales are missed because the salesperson isn’t able to help the customer make it through the entire sales process, not because they didn’t have what the customer wanted.
There are many different kinds of stalls, but for our purposes now, we’ll address the objection:
I need to think about it
If this objection occurs at the transition from the lot to our office, many sales people mistakenly first use the direct question strategy: “What exactly do you need to think about?”, which is a perfectly good strategy, if our intent was to close the sale. This strategy is specifically designed to help us close the sale by narrowing it to the final objection.
However, what are we trying to do here, close the sale or get to the write up? Our intent is to make it easy for our customer to get to the next step of the sale; the write up stage. By using a closing technique here, we often force our customer to justify why they shouldn’t begin the negotiating process. We unwittingly hurt both our cause and our customer’s. Plus we may make our customer even more uncomfortable thus creating a bigger roadblock than it currently is.
If this objection occurs at the transition, we should first use “Smart Decision”:
● “Folks, at least allow me to share with you the basic numbers, that way you’ll have all the information you’ll need to make an intelligent decision. That makes sense, right?” (Wait for the answer, then say,) “Follow me.”
● “Of course you need to think about it, it’s a big decision. Come on inside with me, and allow me to give you a basic idea of the numbers involved. That way when you do think about it, you’ll have all the info you’ll need to make a smart decision. Does that make sense?”
If this objection still exists at the transition or if it occurs after presenting the first figures, then we can use “Exactly What”:
● “If you don’t mind me asking, exactly what is it you need to think about?” (If they say, “we don’t know”, we say,) “If you did know, what would it be?” (If they still say, “we don’t know”, we say,) “But if you had to guess, what would it be?”
When our customer won’t/can’t pinpoint the roadblock to a decision, we can use “3 Ps”:
● “How long do you need to think about it folks?” (Wait for their answer, then adjust this response to their number. If they say two days, we use the number two. If they three days, we use the number three. Let’s assume they tell us “One day”, we say,)
“Folks, whether it takes one day, one week, or one month, it’ll come down to the same three issues it does for all of us. We actually call it the three Ps. If you’ll let me share them with you, it’ll probably save you a lot of time, may I?” (Wait for their answer, then say,)
(At this point, we are simply trying to discover what the final objection is. And since our customer is already predisposed to tell us “No”, we’ll frame the next questions to make each “no” a “yes”.)
“The first P stands for product. Is it missing some equipment?” (Wait for their answer) "Is it the wrong color?” (Wait for their answer) “Does it have too many miles?” (Wait for their answer) “Is there anything about the vehicle that you’d change?” (Wait for their answer)
“Okay, if it’s not the first P, then it’s probably the second P and that’s the people element of your decision. Is it the dealership location that’s got you hung up?" (Wait for their answer) “Is it the dealership reputation?” (Wait for their answer) “Goodness, I hope not but did I do something to offend you” (Wait for their answer) “Is there anyone here that’s given you the impression that we wouldn’t go the extra mile to make sure you’re satisfied?” (Wait for their answer)
“Well if it’s not the first P, and it’s not the second P, it’s got to be the third P and that’s either price or payment. Which one are you most uncomfortable with?” (When we discover what the final objection is, we address it accordingly.)
If this objection occurs at the end of the negotiations, we use “3 Questions”:
● “At the point we’re at now, your decision comes down to three basic questions, may I share them with you?" (Wait for their answer) “Number one, does this vehicle give you what you want?” (Wait for their answer) “Number two, can you afford it?” (Wait for their answer) “Number three, am I the kind of person you want to help you with this decision and to support you through the entire ownership experience?” (Wait for their answer) “Since you’ve answered yes to all three, I just need your okay right here.”
As a last resort, we can use “Excuse Myself”:
● “After all this, if my clients are still telling me they need to think about it, what they are really politely saying to me is that they want to discuss it without some salesguy/salesgal hanging all over them. I completely understand that folks. Let me do this, let me excuse myself for a few minutes and you discuss this. When I come back I’ll make myself available to answer any final questions you may have. That way you’ll feel completely comfortable about owning your new vehicle.” (Then we quickly get out of their line of vision for about half a minute. After 30 seconds or so we get back into their line of vision but not so close as to be able to hear what they are discussing. Once they call us back in, we address either their “No thanks” or their “We’ll take it” but what they can’t tell us is they still need to think about it. Most of the time that is.)
Timing can sometimes mean everything. By having multiple strategies for each of the most common objections we encounter, and by being cognizant of the timing in which they occur, we can usually competently and confidently lead our customer through the entire buying process.
AIS Interviews The "Billion Dollar Girl", Toni Anne Fardette, Director of Business Development For The Atlantic Auto Group ($1.1 Billion Dollar, 22 Roof Top Dealer Group)
Does not matter if you are a Dealer Principal, GM, Sales Manager, Internet / BDC Director, Automotive Sales Professional or a Receptionist. You must watch this powerful interview from one of the absolute BEST professionals in the entire Automotive Sales Industry, Toni Anne Fardette of the NEw York Auto Giant, The Atlantic Auto Group. Toni Anne is a major force within this Billion Dollar + Dealer Group. Toni Anne started as a receptionist and now is in command of a $1.1 Billion Dollar Dealer Group's eCommerce, Internet Sales, BDC, Training, HR and so much more.
Enjoy my friends-
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