Appointment-Driven Communications – Part 7 TRANSCRIPT: So, let’s do a quick roll play. I don’t mean a real roll play but you should be roll playing all the time. In fact, the only way to get these ‘talk tracks’ down, and the only way to keep the discipline you need to drive an appointment culture for […]
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. […]
Appointment-Driven Communications – Part 2 TRANSCRIPT: Welcome back to ‘Appointment-Driven Communications’. This is part 2. We left part 1 with the question, “how do you get appointments”, right? “Steve, I’m bought in, I need to get appointments, I’ve watched ‘Creating an Appointment Culture’, and I want to know how to get appointments”. If that describes you, […]
Appointment-Driven Communications – Part 1 TRANSCRIPT: Today’s lesson is on ‘Appointment-Driven Communications.’ The talk tracks, the word, the discipline. The How, the Why and the What that you need to say in order to truly drive an appointment culture in your dealership. Now, if you haven’t attended my ‘creating an appointment culture’ class, or you […]
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 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 […]
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 […]
Avoiding Snake Oil – Part 3 TRANSCRIPT: So, I hope the question on your mind is “How can I buy like a Fortune 500 company and not be taken by the snake oil salesmen out there today?” Number 1 is – you can vet more efficiently. For example, don’t accept meetings on their terms. Accept meetings […]
Avoiding Snake Oil – Part 2 TRANSCRIPT: Because there is so much snake oil out there today, you have every reason to be skeptical, so, assume the worst. So, how do we stop snake oil? Well, there’s three ways – you shop around, you ask around and you wait around. I’m telling you to ask the […]
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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