I’ve already given you four sales tips to use this summer and now I want to go one step further. Training employees is something your store invests a lot of time and money into, and rightfully so. From service and parts to sales, you want to set your employees up for success in every area. Their success equals your success, right? Sometimes one of the hardest areas to master can seem like the most straightforward. The telephone.
Is your sales and service team following up with customers?
Are they getting their important messages across?
How you handle your inbound calls can make or break your store and it starts with the initial phone call. It is when a customer forms their first impression of your dealership. Here are a four quick tips to perfect the inbound call. [keep reading]
The hot days of summer are here and for many of us that means a change in the amount of traffic we see on our lot. For me, summer was always a perfect time to try and test new ideas and techniques. Let’s help your summer out, shall we?
Here are a four tips that will help keep your sales team active and maybe even develop new habits that will propel you into the fall. [keep reading]
For the majority of us, after we complete the morning commute and arrive at buy generic levitra online uk our offices, our first stop is the company coffee pot for an extra cup of “motivation” before we hit the desk. This pit stop can be just as harrowing as a rush hour commute most days.
Will the brew be burnt, too strong, too weak? Will you end up having to force yourself to drink it out of sheer desperation and a need for its mind sharpening caffeinated superpowers?
If you want to make a better cup of coffee, here are a few simple and easy steps to help guarantee quality. [keep reading]
One of the greatest challenges facing dealerships today is finding the most effective way to respond to customers. I’ve already written about how to add sizzle and get your emails read here because dealers often rely on an auto responder. Auto responders don’t address the specific questions that a customer may have and it appears that we are ignoring their requests. It compromises any ground we may have gained during our previous interactions with them.
Another unique option when responding to customers involves using the video capability on your laptop or smartphone. These incredible tools give anyone the ability to make a high quality video in seconds. Send your customers a short video greeting for them and you will stand out from the other dealerships competing for their business. [keep reading]
Memorial Day is finally here. Spring is on its way out and the summer sun is here to stay. Baseball is being broadcasted on the radio (or streamed over the internet). Pools and beaches are filling up and boats are being polished up and returned to use.
But one of the greatest events of Memorial Day weekend takes place at the Indianapolis Motor Speedway. A place where a yard of brick is meant to be kissed and milk is the best thing to wear. The place where blood, sweat, and tears are poured out for the chance to become one of the legends. [keep reading]
The moment you begin to use the word “love” to describe a used car or truck, it’s probably time to purchase that car. Yes, it can be stressful and most people might say there is nothing enjoyable about the car buying process.
Don’t get depressed at the idea of dealing with salespeople and buying a car – it should be exciting! Take my advice and look into a certified pre-owned (CPO) car from the manufacturer. I’ll give you three reasons why going with a CPO car will give you some peace of mind. [keep reading]
The car is sold and your customer has been showing off their new ride to friends. They brag about the dealership and the deal, because who doesn’t brag about the deal? Then the time comes for them to bring the car in to be serviced. This is a key moment in which the customer will decide whether or not to return to your dealership for continued service as well as whether or not they want to look to you for their next car purchase. In order to retain the customer and their business, you’ll want to make the process as smooth and seamless as possible.
It requires a bit of teamwork from both your sales and service departments. The salesperson should set up the date and time for the customer’s first service appointment so the salesperson can introduce the customer to the service writer. This also allows the salesperson to connect with the customer again which can result in future business and referrals. The rest of the experience is up to the service department so here are four easy tips for making it a good one. [keep reading]
Oftentimes, the sale of a car signals the end of our relationship with that customer. Once the customer drives off our lot, we worry about bothering them. After all, they got the car, we got the sale…what more could we want?
Our hesitation to follow up most likely stems from not having a solid follow up procedure in place for our sales people. They don’t know when to make calls, what to say or how often to followup. Following up can be a huge opportunity to build a relationship, bump up referral business, create repeat customers in your service department and on your sales lot.
Five things to do after the sale:
Call the day after. Thank them for their business and ask if they are enjoying the car or if they have any viagra uk delivery questions about the vehicle. Most of the time, the customer has so much on their mind during the sell that they forget a lot of the information you gave them.
Write a thank you card. Put some thought into it and make it personal! I’ve seen salespeople take a photo of the car the day the customer bought it and used that as a thank you card. Don’t forget to include your business card as well.
Call 14 days after. Ask if they have any questions regarding the features of the car. This shows them that you are there for them even after the sale.
Call 30 days after. This is a good time to talk about your service department and offer to setup a service appointment for them. In addition, you can ask them the name of someone in the market for a vehicle.
Create a customer appreciation event. Establishing a relationship between you, your sales staff and your customers. Events also give the sales team a reason to call their customers and check-in.
At my dealerships, I liked to organize what I called Family Cookout. I let my sales staff know the date we would throw a cookout on the lot and tell them to invite their sold customers. Organizing an event falls into the lap of the owners and managers, but these events are important tools for salespeople to properly follow-up after the sale with customers.
Customer appreciation events and calls after the sale are the beginning of creating a followup up procedure for your sales teams. As a result, you’ll find a growing loyal customer base who will come back to your dealership time and time again because of the investment you’ve made into them and the sales team.
A large part of what we do at dealerships involves establishing contact with the customer. However, all too often we respond to online customer inquiries with an auto response email. If you’ve ever spent any time mystery shopping your competition you’ll find that they’re doing buy generic viagra online the same thing.
Does a general auto response really engage our customers with answers to their questions? If we’re being honest with ourselves, the answer is no. We are just relying on the auto response email to ensure that the customers gets something/anything from our dealership. Here are a six quick tips to help you effectively engage your customers and add some sizzle: [keep reading]
In the world of car dealerships, we like to measure the effectiveness of any number of things, from what our customers think of their overall experience to how the color of the mulch in our flowerbeds affects the look of our buildings. The one thing that we don’t always do a good job of measuring is what our employees think about their experience working at our dealerships.
In an industry where employees are one of our greatest assets, why are owners and general managers not investing into them more? Why do our dealerships feel like a revolving door where people come and go, leaving us in a constant state of hiring and training? Think about when the last time you saw a dealership or auto company in the Fortune 100 Best Companies to Work For besides Mercedes who ranked #30 this year. [keep reading]