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 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 9 TRANSCRIPT: Okay, so we talked about the ‘why’. The ‘why’ is simple. Why you need an appointment culture; why you need to use the talk tracks; why you need to have the discipline. There are a lot of ‘whys’ and the whys are simple. Well, guess what? The ‘what’ is simple, […]
Appointment-Driven Communications – Part 8 TRANSCRIPT: As you may recall, earlier in the training, I talked about how today I’m going to tell you what to say; how to say it ; but, more importantly, why we want to say the things we’re going to say to try to drive appointments. Why it’s important that we […]
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 10 TRANSCRIPT: The second step to the perfect appointment is, of course, appropriate appointment confirmation and your managers need to manage the appointment confirmations that are happening in the dealership. So, even though they are the ones who are supposed to be making the confirmation calls, if you have a […]
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 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 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 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 […]
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 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 […]
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