Appointment-Driven Communications – Part 6 TRANSCRIPT: Okay, when we tell someone that we have two test drives open today, one at 5:15 and one at 5:45, and we ask them which one works better for them, it may shock you that people will actually say ,”Oh, 5:15 works great”. They don’t always do that, though. A […]
Appointment-Driven Communications – Part 5 TRANSCRIPT: Okay, so, remember, we’re talking about ‘the goal’. Every time we are on the phone with someone, we have one goal and that’s what? An appointment that shows. Now, let’s talk about the out-bound call. Let’s say you’re an internet salesperson or a BDC agent, and you’re calling Barbara Jones […]
Appointment-Driven Communications – Part 4 TRANSCRIPT: In this part we’re going to teach you how to handle the in-bound call in an appointment culture. Remember, when you pick up the phone and you’re talking to someone about a vehicle, you have one goal. What is that goal again? That’s right. Your only goal is an appointment […]
Appointment-Driven Communications – Part 3 TRANSCRIPT: Appointments must be the goal. Appointments have to be the goal with every call you make, every email you send out, and every time you leave a voicemail. In your mind you have to remember the goal and, so, I want you to always start with the goal in mind. […]
Leading an Appointment Culture – Part 13 TRANSCRIPT: For Leading an Appointment Culture, we’re not going to look at a recap of what we went through but, I do want to talk about the next steps. What are the next steps for you in being able to lead an appointment culture and being able to […]
Leading an Appointment Culture – Part 12 TRANSCRIPT: Okay, now it’s the ‘show’, right? It’s the final step in the perfect appointment. Its in-store VIP treatment. How are your managers managing this in-store VIP treatment? How can you make sure that its happening? How are they making sure that its happening? This is the show. They […]
Leading an Appointment Culture – Part 11 TRANSCRIPT: Alright, so, we’ve managed the first two steps of the perfect appointment, right? Strong appointment setting and appropriate appointment confirmation. How do we get our managers to manage the pre-appointment preparation? Well, there’s a lot of things we can do. Remember, we’re going to have this designated parking […]
Leading an Appointment Culture – Part 9 TRANSCRIPT: So, we’re going to change gears just a little. Now, this is still ‘leading an appointment culture’, but these next couple of sessions are all about how your managers can manage the perfect appointment. In the last session we talked about you coming into the dealership on an […]
Leading an Appointment Culture – Part 8 TRANSCRIPT: In the last part of this series we talked about how you can, in just a few minutes, tell if your team is really trying to live in an appointment culture. Now, what if you’re the general manager and you are in the dealership all the time, or […]
Leading an Appointment Culture – Part 7 TRANSCRIPT: Let’s say you’re a dealership owner or maybe you work for a large dealership corporation, a group that owns a few dealerships, 20, 30 or 90, whatever, across the country and you can’t be in the dealerships all the time but you want to know if they’re truly […]
Leading an Appointment Culture – Part 6 TRANSCRIPT: Okay, so, you’ve got your management team. They’re ready. They’re working hard in the CRM throughout the day. They are doing all the things they need to do at the beginning of the day. They are doing all the things they should be doing in the CRM throughout […]
Leading an Appointment Culture – Part 5 TRANSCRIPT: Every CRM (Customer Relationship Management) tool is a little bit different. That said, there are some commonalities and there are some things that you can make sure your managers are doing throughout the day, by living in the CRM, that will help drive an appointment culture. The first […]
Leading an Appointment Culture – Part 4 TRANSCRIPT: Okay, so once I have statuses on all the appointments from yesterday that were still open, I get those closed. I don’t want to have those happen again. Now, I’m going to look at the remaining appointments for today, right? I’ve already looked at the ones for the […]
Leading an Appointment Culture – Part 3 TRANSCRIPT: Now, we’ve talked about an appointment culture being a top-down proposition and it absolutely is. If the owner doesn’t believe in it and force it through to the general manager, and the general manager doesn’t believe in it and force it through to the middle managers, they’re not […]
Leading an Appointment Culture – Part 2 TRANSCRIPT: If I’m an owner of a business and I’m trying to lead an appointment culture, I’ve already introduced my team into creating an appointment culture, now it’s time to lead it. There are four things that I want out of my managers. There are four things that I […]
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 […]
Real Reputation Management – Part 4 TRANSCRIPT: In Step 7 we’re going to monitor, at least monthly, for new comments. What does that mean? It means I want to know when people write new comments or post new reviews about me online. The easiest way for you to monitor is to set up something called ”Google […]
Real Reputation Management – Part 3 TRANSCRIPT: In Step 5, we need to identify our truly satisfied customers and these are the only people we’re going to ask to review us. So, we’ve got to find a way, in our business, to find who is truly satisfied and going to give us a 5 Star review […]
Real Reputation Management – Part 2 TRANSCRIPT: Step 2 – Once we know what people are saying about us – let’s assume they’ve said some negative things – we need to determine the veracity of those negative comments. Now, what does that mean? It means we need to find out a couple of thing – number […]
Real Reputation Management – Part 1 TRANSCRIPT: Today’s session is on Real Reputation Management. In other words, how can you, as a business owner, general manager, or sales manager, manage your online reputation in a way that you can do it yourself without spending thousands of dollars a month? Now, your online reputation has become, for […]
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