Salespeople spend great amounts of time becoming product specialists, going thru all of the steps just to be re-railed when the customer states: “I want to think about it.” Or, “We don’t buy on the 1st visit.” Or, “We need to shop around.”
Too many salespeople have not been taught the technique to WELCOME those comments because they now have a technique that equips them to deal with those remarks and move them closer to the sale.
This technique gives you the answers. Will make more sales for you. Will make money for you.
Recently dealerships have learned that Owner Retention has been neglected over the past years and 50+% of there customers are leaving and going to independent garages after the vehicles are out of warranty putting repeat sales at jeopardy.
NADA statistics show that if customers are having their vehicle serviced at the dealership 70% of the time they will purchase again from that dealership. When having their vehicle serviced elsewhere, that number falls to 35%.
One of the biggest problem areas is with Orphan Owners. These are customers that purchased from the dealership and the selling salesperson has quit and not following up with these customers.
In this video, Scott shares proven techniques on how to profitably follow up with Orphan Owners and make additional sales to them as well as selling additional vehicles to a salespersons current owner base.
Many salespeople would really like to get better with Social Media they just don’t know how. I work with them via GoToMeeting and help them build their own personal YouTube channel, show them how to post the most effective way with InstaGram and actually show them how to set up a productive LinkedIn account? On their YouTube channel I help them determine which videos are going to get them the most impact and push them to cart CONTENT?
I work with experienced salespeople write and design a “personal” email blast to be sent to their customers? We also create targeted campaigns for their truck buyers, pre-owned buyers and more.
With experienced salespeople one of the most common requests is “how do they prevent their pipeline from emptying out?” What they mean after coming off a 20+ unit month, how do they still have enough names in the pipeline so the following month they aren’t struggling the 1st 10 days? I show them “techniques & tricks” to prevent that from ever happening again.
CRM – most salespeople know enough about CRM’s to just get in and do the basics. I am continually showing them techniques to get the MOST out of their CRM so they can me more productive.
I SPEND TIME WITH SALESPEOPLE INDIVIDUALLY DISCUSSING ALL OF THE ABOVE – WORKING WITH THEM ON WHAT THEY NEED THE MOST HELP WITH. THIS IS WHY THIS WORKS SO FAST AND SO DRAMATICALLY.
- 2 classroom sessions – 2 hours each – ½ of sales & mgmt. team attends one session the other 1/2 the other session.
- Individual 1-on-1 sessions with salespeople with Scott Hembrough
- Up to 10 salespeople can participate in coaching program – they must attend class sessions
- A minimum of 4 salespeople for coaching to be offered to dealership
- Salespeople receive 8 weekly ½ hour personalized 1 on 1 sessions via phone or GoToMeetings
- Salespeople must attend classroom sessions
- Salespeople must attend at least 7 of the 8 weekly sessions
- Salespeople must apply directions and implement suggestions made
- Scott Hembrough reserves the right to discuss whom is COACHABLE
- $1,695.00 plus expenses for 2 days in-dealership
- COACHING $950 per salesperson
- $1,695 plus expenses paid at time work is scheduled
- $475 of the COACHING fee per salesperson is paid at time work is scheduled
- The remaining balance is paid AFTER the 2 units in 60-days is attained
- If 2 units are NOT attained, Scott Hembrough coaches for add’l 60 days NC. If 2 units is not attained by 60 days the remaining balance of $475 is waived
- If salesperson quits or is terminated within 10-days of classroom session and no salesperson is replaced in that position the initial $475 is refunded.
Joe is new at selling vehicles, less than 6-months in the business.
Scott works with him 1-on-1 helping him address the challenges new salespeople face but with social media, proper techniques handling orphan owners they feel Joe can get to averaging 15 units per month in no time.
Julie has been selling cars in Columbus, Ohio for 7 years and consistently sells 20+ units.
Scott works with her with email blasts, social media, targeted automated CRM usage for her personally to get to that 30+ per month.
Dealerships are facing big changes in the way their businesses work. New and used car margins are slipping while interest rates; advertising costs and other expenses are skyrocketing. Finding and retaining good employees — especially technicians — is getting harder and harder.
“We are in the midst of seeing more change in the next five years than we’ve seen in the last 50 years,” said Mary Barra, General Motors CEO recently.
What is a business supposed to do in these circumstances?
The answer is… FEED the part of your dealership that MATTERS MOST to your customers…and continuously brings your customers back for more”. IT’S THE SERVCIE DEPARTMENT”! That’s the part of your business that maintains $47 in profit for every $100 of sales it makes. Add to that a whopping 74% of customers who are likely to return to buy their next car with your dealership, after routinely relying on you for your excellent service. So it’s vital to get your customers set up in a good relationship with your service department from the very beginning.
But because most dealers and general managers started their careers in showrooms, service lanes can seem awkward and uncomfortable for them.
What if your salespeople understood how much impact a good service tour has on retaining the customer? What if they took each and every prospect interested in purchasing on such a tour, 100% of the time? Would that sell more units?
The best approach is to begin by teaching salespeople to do a customer-forward, friendly and thorough “Rock Star” service tour plus a “Rock Star” sales-to-service handoff. This has proven to build each customer’s relationship with the dealership through the service side. What if your salespeople used this technique 100% of the time? Would it sell more units?
A successful dealership continues to invest in training?
A dealership that I visited was already turning in the best numbers they’d ever had. In fact, the first and second quarters were the best months in the dealership’s 48 year history, and 2018 was the best year in their 48 year history. The industry average for owner retention rate comes in between 33-40%, and theirs was 82.5% Similarly, their 2018 absorption rate was 86.4%. So, why would they want to change anything?
They decided to address these two opportunities even though they were very successful in their current efforts.
This is what the dealership’s general manager had to say about why such a successful dealership was eager to improve even more while they were already performing at such a successful pace:”I’ve done extensive training programs in the past but I knew a successful service tour and an improved sales to service launch would further help our dealership. And that is exactly what it did.“
A well-trained team leads to larger profits
Helping a dealership toward their goals starts with understanding the entire sales and service relationship. A customer’s experience with your business begins during the sales process, but continues throughout the ownership journey.
A few important benchmarks to consider: Only 41% of customers are introduced to the service department at the time of their purchase–and that’s for new car buyers. The service handoff for used car sales is virtually 0%, and that’s poor thinking, considering used cars are likely to need service or repair sooner and more often.
53% of customers who took a service tour said that it was a strong influencer when it came time to deciding where they would repair their vehicle. So what would happen if 100% of your customers, both new and used buyers, were given a great service tour and a great sales to service handoff?
Putting ideas into action
Educating salespeople in these areas, explaining how it can positively impact their personal income opportunities, and showing them precisely how much it can impact their paycheck is what gets them to “buy in” to the idea of using this “Rock Star” service tour and handoff.
It’s also important to include service managers and directors in training on both of these areas. Many times dealerships feel it’s not necessary to have the service managers in the Sales to Service training sessions, but there are benefits to doing so. This allows them to see how much better it can be for both sales and for their service advisors, as well as seeing how much it could improve their own personal income. Also, they can offer information about the terminology and concepts used during training, which immensely improves their effectiveness.
Further making these steps work requiresteaching them exact words and phrases to do a proper, effective service tour and sales-to-service handoff, followed by hours of one-on-one time with individuals to practice, drill and rehearse until a great tour and handoff becomes second nature to them.
Dealerships that have improved their sales-to-service handoffs and service tours share that it not only impacts their bottom line, but their sales and service staff also become more engaged in the entire ownership experience.. Recently dealers are recognizing the vast importance of building a great customer relationship with the dealership, and this is a proven way to accomplish that as well as keeping your customers coming back.
Hembrough Business Systems
Loves Park, IL 61111