How To Set and Sell Owner Marketing Appointments – PART 2 TRANSCRIPT: So there are a lot of opportunities for why we need to start setting appointments. The number one reason is we are going to close at a much higher rate. The average dealer closes about one in five traditional UP’s – really, […]
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 17 TRANSCRIPT: Before we wrap up this ‘Appointment-Driven Communications’ class, I want to make sure that you understand something. I said earlier that I hate phone training. The reason that I hate phone training is you leave phone training sites and then you never change a thing. I don’t want that to […]
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 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 […]
Appointment-Driven Communications – Part 12 TRANSCRIPT: Okay, let’s do a couple of goal driven voicemails, right? Just so we know we’re on the same page and you can hear them all the way through. These are not all the talk tracks that we have and not all the appointment driven talk tracks that you might use, […]
Appointment-Driven Communications – Part 10 TRANSCRIPT: All of our ‘what’ must be quality, right? All of our emails and all of our voicemails have to be quality activities because we need to understand the ‘what’. What is the goal of the email? It’s to drive a phone call. What is the goal of the voicemail? It’s […]
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 […]
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 […]
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