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Managers, Are You Leading or Just Passing Through?

Posted by Kim Clouse | Posted in Dealer Process | Posted on 28-05-2011

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Every dealership I have visited lately has the phone calls tracked or not, going to the switchboard. Then they round robin to sales staff if the ISM is busy “We know that never happens;” The problem is either the GM, GSM, or phone king, will not make it mandatory that the salespeople have inventory, incentives, and information open on their desktop all day. They all have computers but they refuse to use the data or, the login to pertinent data is top secret. I knew it, gotta have a 4 square right?

Managers who keep information from sales staff are practicioners of Bovine Skitology period.
We know all of our customers are online. We know the manufacturers and everyone else who can gives them data that is, for the most part correct. Below is what I hear when I listen to calls. But are all of the walk in customers immune to the data flow we are feeding to the universe?  It is simply impossible. Be ready or stay away from customers, period.

Thank you for calling ABC motors: ” Yes new car sales please” one moment: “new car sales this is Joe Bob,”
“kelp ye?” (Yes seaweed) ” I am calling about the 2006 Camry you have listed on usedcars .com, gold with tan leather, is it still available?”
“Yep sure is” ” can you tell me anything about it?” “I think it has been marked down to $21699 but I can beat that a little” “Really, online it says must go $14650.00 out the door” That’s a typo” Oh, okay do you know what it should actually be?” ” Naw but I can git with the manager and call you right back, whats that number?”   click:

And they tell everyone about this highly professional individual.
The other thing is “get this now,”  we have started slipping away from the basics again. I know  it is hard to believe, not us.
Now that people are selling cars we are right back to the shortcuts. If you are always looking for the easy way out, get out of
the car business. You are the reason we we have obstacles with our customers and they have a hard time respecting us.
This is our problem. Get rid of the dead weight and start practicing customer service.

Either way you loose the deal.

Does anyone else see this? If you are doing this, do you need to be at Burger King saying, “would you like some fries with that?”
When phone prospects buy 85% of the time, why screw it up? If you do not know what you are doing or you do not feel comfortable,
stay away from the phone, pay attention and learn.
Managers, do not lose focus on the fact that you are responsible for taking up slack. In a store the other day I watched in amazement as a lady
who had lost her vehicles in the recent storms call back 3 times to get to someone. Instead of just taking the call, the managers had to find a sales specialist
to do it. Yep, five more minutes observing fault instead of contributing to leadership.

I’m just sayin!

Sell Cars, Have Fun. It is still possible.

Kim Clouse

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