Overcoming Objections on the Phone: What Am I Supposed to Drive Home TRANSCRIPT: When we make owner marketing calls, we often get objections or questions that are really buying signals and we need to be careful not to fall into the trap of answering these questions thinking that answering it will give the customer everything […]
Overcoming Objections on the Phone: What’s My Trade-In Worth? TRANSCRIPT: This is the sort of question that we get that is really an objection, right? They want to get all the information from us so they can eliminate us. We’ve got them on the phone. We’ve talked about the vehicle that they want to buy, […]
Overcoming Objections on the Phone: I Can’t Afford It TRANSCRIPT: I have an objection for you that you usually hear on the lot but you will occasionally hear it on the phone, especially when you are talking about a new vehicle. So, let’s say we have the customer on the phone and we are looking […]
Overcoming Objections on the Phone: Your Competitor has a Lower Price TRANSCRIPT: So, how about the objection that your competitor offers a lower price? We’re on the phone with the customer, right? They call us and ask what our best price is or what the price is that we have listed on that vehicle online […]
Overcoming Objections on the Phone: Can You Send Me Some Pictures? TRANSCRIPT: Now here’s an objection, or question, that we often get when we’ve just posted a vehicle to our inventory online. The question is: “Can you send me some pictures?” Right? We can get that via text; we can get that via email, or […]
Overcoming Objections on the Phone: Is That Your Best Price? TRANSCRIPT: Certainly, not every objection that we hear over the phone is going to come in the form of “No”, “I don’t want”, “I can’t”. Sometimes objections come disguised as questions. In fact, we should look at every question as a form of an objection, […]
Overcoming Objections on the Phone: AIM – Acknowledge, Ignore, Move On TRANSCRIPT: Hi, Steve Stauning here with another ‘Steve Stauning Short and Sweet Video Training Session’. Today’s lesson is on overcoming objections, but, specifically, this video series is dedicated to overcoming objections on the phone. Now, you can use the same kind of strategies in […]
The 5 Must Haves for Creating a Successful Automotive BDC – PART 5 TRANSCRIPT: The ‘must have’ number 4 in setting up a successful BDC that is going to be around today and in the future is this: BDC’s must have strict rules for what constitutes a VALID appointment. This is important. See, you may think […]
The Appointment Culture Light – PART 8 TRANSCRIPT: The fourth step for the ‘appointment culture light’ is to report daily. So, if the owner is onsite, then the owner should insist on receiving an update each morning. If they are not onsite, the GM should insist on this. What they want in this report is the […]
The Appointment Culture Light – PART 7 TRANSCRIPT: Remember step two – we’re going to make some cosmetic changes. Dealers have found that making just a few cosmetic changes actually gets much of the team off the fence and into the ‘appointment culture’. First we’re going to create that attractive full color VIP appointment folder. It […]
The Appointment Culture Light – PART 6 TRANSCRIPT: There are four steps to the ‘appointment culture light’ that we’re going to talk about. The first one is we need to assign one manager to oversee this in the dealership. It doesn’t mean that the other managers aren’t involved but one manager needs to drive this. They […]
The Appointment Culture Light – PART 5 TRANSCRIPT: Now, how do dealers succeed in the appointment culture? Well, one, they fix the processes first, right? They make sure their processes are robust. They make sure that all activities are money activities. For example: they aren’t asking their team to make silly phone calls that don’t matter […]
The Appointment Culture Light – PART 4 TRANSCRIPT: Simply put – great organizations don’t share these fears. Great organizations, those who rise above their peers and succeed in the face of mounting competition, are inherently dissatisfied with where they are and, sometimes, where they’re headed. They make constant, meaningful, course corrections that help them become number […]
The Appointment Culture Light – PART 3 TRANSCRIPT: Let’s talk again about the ‘clock bias’, right? Stephen Covey explained it as “Have you ever been too busy driving to stop and get gas?” In the dealership world, this sentiment is often relayed to me like this, “We don’t have time to manage our confirmations”. “We don’t […]
The Appointment Culture Light – PART 2 TRANSCRIPT: Now, you would think, given these two alternatives; be a Walmart of car dealers or be a Ritz-Carlton of car dealers, that every salesperson out there (every commissioned salesperson), and especially, every manager, would choose the latter. Make no mistake; the Walmart of car dealers doesn’t need desk […]
The Appointment Culture Light – PART 1 TRANSCRIPT: Hi, this is Steve Stauning with another “Steve Stauning, Short and Sweet Video Training Session”. Today’s lesson – The Appointment Culture. The light version. There’s a reason for this class. Now, I assume you’ve already watched “Creating an Appointment Culture”. If you haven’t already watched it, please go […]
Appointment-Driven Communications – Part 16 TRANSCRIPT: Now, because this is more of a talk track class, more of a phone skills training class, if you will, and not the full ‘Creating an Appointment Culture ‘class, we’re not going to go through all four steps of the perfect appointment, but, we will touch on two that have […]
Appointment-Driven Communications – Part 15 TRANSCRIPT: So many teams, in automotive, lack discipline. It doesn’t make you bad people. You just are so easy to get off the phone. Someone says they’ll be in Saturday morning and your team doesn’t want to screw up that deal, they think they’ve got a Saturday appointment, so they say, […]
Appointment-Driven Communications – Part 14 TRANSCRIPT: Okay, we’ve talked about the ‘why’ you need to use these talk tracks to drive an appointment culture. We’ve talked about why you need appointments. In general, why you want to live in an appointment culture. We also did the ‘whats’. The ‘what’ to say, right? What the talk tracks […]
Appointment-Driven Communications – Part 13 TRANSCRIPT: I hope you’ve noticed that throughout this training I talk about 5:15, 5:45, which one works better for you? Notice that I never say, “Would you like to come in at 5:00?”, or, “I’ve got a 5:30”. See, appointment times matter. People are more likely to show up at the […]
Click Now to Buy my Book!
Available in Paperback and for the Kindle!
Twitter
Facebook
Google+
YouTube
LinkedIn