sales training

Appointment-Driven Communications – Part 3

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 1

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 5

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 2

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

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

Creating an Appointment Culture – Part 14

Creating an Appointment Culture – Part 14 TRANSCRIPT: Now it is time to talk about the Perfect Appointment. The Perfect Appointment is the one that will close at eighty percent for your internet appointments, but interestingly you can close all of your appointments at eighty percent. If you follow the Perfect Appointment for any sales […]

Creating an Appointment Culture – Part 13

Creating an Appointment Culture – Part 13 TRANSCRIPT: From an internet standpoint, it is important to understand that your store really is just one of nine that is competing for a prospect’s business. Prospects will submit multiple leads on multiple sites. Or, in some cases the aggregators, the people who aggregate leads then sell them […]

Creating an Appointment Culture – Part 12

Creating an Appointment Culture – Part 12 TRANSCRIPT: In the last session from this lesson, we learned what it would sound like to leave a really compelling voicemail. We left a voicemail that created a sense of urgency for a prospect or a “be back” who was interested in a new car. Now, we are […]

Creating an Appointment Culture – Part 11

Creating an Appointment Culture – Part 11 TRANSCRIPT: Let’s talk about what some of these voicemails that we leave for prospects might sound like in an appointment driven culture. The following is an example of what a day five after an internet appointment or a “be back” might sound like. They were looking at a […]

Creating an Appointment Culture – Part 10

Creating an Appointment Culture – Part 10 TRANSCRIPT: Any response you give to a question needs to be around driving an appointment. It could be by voicemail, email, or personal response on the phone. Let’s look at a typical situation. You have a trade appraisal form on your website. It could be Black Book, Kelley […]

Creating an Appointment Culture – Part 9

Creating an Appointment Culture – Part 9 TRANSCRIPT: Another question that prospects want an answer to is, “What is my out the door number?” Meaning: “What are you going to give me for my trade? What is your final price? I need to know my out the door numbers, or I am not coming in.” […]

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