sales training

Leading an Appointment Culture – Part 1






Leading an Appointment Culture – Part 1 TRANSCRIPT: Today’s lesson: Leading an Appointment Culture. This is a follow-up to our earlier session called “Creating an Appointment Culture”. So, if you’re an owner or a general manager and you watched Creating an Appointment Culture, and you’ve tried to implement an appointment culture in your dealership or small(…)






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Managing Customer Expectations – Part 3






  Managing Customer Expectations – Part 3 TRANSCRIPT: Each of these three examples of bad customer service could have been non-events if these businesses had just managed my expectations in advance. For example, the restaurant should have printed an up to date wine list. How hard is that? Delta could have just had the flight attendant(…)






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Managing Customer Expectations – Part 2






Managing Customer Expectations – Part 2 TRANSCRIPT: Here is a quick example of not managing customer expectations. I was in a nice restaurant recently, and they had a great wine list. Although it was printed on plain white paper, it listed about fifty nice reds. I had my eye on two of them. When the(…)






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Managing Customer Expectations – Part 1






Managing Customer Expectations – Part 1 TRANSCRIPT: Managing customer expectations is the cornerstone of customer service. It is the easiest and best way to truly provide great customer service. There is a misnomer in business. It is that great customer service is somehow defined by how well we handle customer issues. The truth is that(…)






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Manager TOs






Manager TOs TRANSCRIPT: This Short and Sweet video lesson from Steve Stauning is titled Manager TOs. TO is a term used in the automotive space that refers to a situation where a manager would get involved with a prospect who has not yet bought. The sales person will “turn-over” the prospect to the manager. This(…)






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Creating an Appointment Culture – Part 19






Creating an Appointment Culture – Part 19 TRANSCRIPT: What are the top takeaways about an appointment driven culture for owners, general managers, new car managers, used car managers, internet managers, and F&I managers? The number one takeaway is really that if you have an internet team, for example, they can’t do it alone. Every manager(…)






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Creating an Appointment Culture – Part 18






Creating an Appointment Culture – Part 18 TRANSCRIPT: We have talked about the ‘be-back’ process and the owner-marketing process. We will do more training on those later. We have talked about internet sales. There really are eight ‘must have’ processes for any dealership that is in an appointment driven culture. One is your internet sales(…)






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Creating an Appointment Culture – Part 17






Creating an Appointment Culture – Part 17 TRANSCRIPT: Step four in the Perfect Appointment is “Show Time!” It is the in-store VIP Treatment. You want to greet and treat whoever the prospect is like a VIP, preferably by a manager. If not, you are going to do a management TO right away. Let’s assume you(…)






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Creating an Appointment Culture – Part 16






Creating an Appointment Culture – Part 16 TRANSCRIPT: The third step in having a perfect appointment is something called Pre-Appointment Preparation. Remember, managers need to be deeply involved in all four of these appointment processes otherwise you will not have a Perfect Appointment, and you will not close them at eighty percent. Part of the(…)






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Creating an Appointment Culture – Part 15






Creating an Appointment Culture – Part 15 TRANSCRIPT: The second step to the Perfect Appointment is something we call appropriate appointment confirmation. Appropriate appointment confirmation is a tough process to write about because, really, every appointment can have a different confirmation process depending on how far out the appointment is set. The goal is the(…)






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