I know we all LOVE to text, it is easier, and contact rates are often much higher - but you should be using texts to start the engagement, not to sell the car! In this episode, we'll review exactly what happened to a customer over 24 hours, with every communication being text.
When a customer calls the dealership, yes they’re seeking information, but more importantly, they want reassurance and expertise! All too often when we "wing it" we answer too many questions, demotivate the customer and fail to steer the conversation in the right direction. Following a simple word track such as one of C&M Coaching's word tracks, can help you control the call, be prepared, simplify your calls and overcome objections. In this podcast, let's talk about why we see struggles with following a word track, why we NEED a word track and how to overcome your hang-ups with using one.
In this episode we will talk to Justin Osburn from Smart Groups: 20 Groups Reimagined. We will talk about sales, Smart Groups, phone calls and chat! Check out this episode to learn more.
Whether you have considered attending this event or not, this podcast is a must-listen! You will hear all about the great speakers, topics, and content that will be covered at Compliance Unleashed: Navigating Turbulent Waters, May 22nd - May 24th at the Embassy Suites, DFW Airport North. We will talk about who should attend this event, why, and what you will learn. This is not another boring compliance event folks, this is an event where your team will not only learn but have fun too!
What did Master Yoda say? Do or do not, there is no try. The number of people complaining to my team about how difficult or "stupid" it is or that they simply don't want to follow a script has risen to an alarming rate. This podcast might not be for everyone, because I am going to speak freely and you will have to pack your ego away to listen to it, but you SHOULD listen to it! Why should you listen to it? Because Coach Paloma's daughter role-plays the script with her for fun, and she NAILS IT! So join me as we talk about why it's not hard, why you should try it, and how using it can positively impact your sales. You will never know how successful you can be if you always stand in your own way.
We can do a lot to improve training, culture, and focus in our dealerships and companies. Fred Lennartz and Lou Ramirez from Car Guy Coffee Podcast & Certified Solutionaries will chat with me about those very things. One of our longest podcasts yet, because we had so much to talk about! Check out their insight into dealership habits that need improvement and hear their uplifting messages that can change the course for your store. Don't miss this one!
Learn all about the different ways these two are helping to transform the BHPH industry. This episode is packed full of helpful information for new stores or stores who want to up their game. Don't miss it!
The new Safeguards Rule requires non-banking financial institutions, such as motor vehicle dealers, to develop, implement, and maintain a comprehensive security program to keep their customers' information safe. While the deadline has been extended, some of the rules are required to be in place NOW! Learn the basics in this podcast where Ignite Consulting Partners' Richard Hudson joins us.
Do you own a store with bi-lingual staff or are you a rep who is bi-lingual? Then this episode is just for you! We will tackle how to train, scripts, verbiage and proper translations in this episode. Join Maggie & Chief Bi-lingual Coach Paloma as we dive into everything bi-lingual. Don't miss it!
Want to know what Bre thinks of the script, how she learned to use it, and what her tips are for a successful call? Hear directly from someone on the front lines in this episode! This is one you do NOT want to miss!!
This is probably one of the most mishandled types of calls we hear. You have a customer with little income, no driver's license or they live outside of your lending radius. What do you do? Most of the time we hear the customer get interrupted during their explanation and the rep or sales person explains they cannot help. That would not be the best way to handle this opportunity. In this call, lets listen to how Bre handles this call with empathy, professionalism and great customer service. Bre will be our special guest on Friday, so stay tuned to hear her tips for following a script and process.
Do you struggle with turnover in your collections department? I interviewed one of THE BEST collection managers out there, Audrae Dollar from Rainey Used Cars. Join us as we talk about employee retention, managing a team who works from home and we'll tackle implementing training. After that's all said and done, I will play an example collections call where information is verified and payment is taken in under a minute.
Do you know what Reinsurance is? Do you need it? How will it help you? Bret Buike from Buckeye Dealership Consulting joins us today to answer all of your burning questions about this product. We also chat a little about the importance of training and his experience as a dealer on the other side of the fence. YOU DO NOT WANT TO MISS THIS ONE! You can reach Bret at Buckeye Dealership Consulting, https://www.buckeyereinsurance.com/contact/ or via Phone: 330-726-9030 Email: info@BuckeyeReinsurance.com
Are you the problem? Please don't be the problem. It is really easy to be afraid of new things, but training should not be one of them, especially when it should positively impact your work environment and make your job easier! In this podcast, let's explore some of the reasons people refuse training and some solutions to the problem. Hint: the solution isn't to quit training!! When has the solution ever been to just give up?
We need to chat about this topic, again! Follow-ups are still a huge issue, so let's tackle them again. In August, I had a feature article in Dealer Used Car Magazine on this very topic, so let's dive in and focus on selling more customers!
If you work in collections, you have been there. You pick up the phone and call a customer only to find out they made an arrangement with someone else and no notes were entered. In this episode, let's explore WHY you want to take good notes and what type of information you should keep track of. Trust me, good note-taking will prevent future headaches!
Do you want to do some internal scoring of your sales department? Or are you a salesperson who wants to learn on your own how to improve your calls? In this podcast I will review how to choose calls to review, how many to review and how to score them. I recently spoke at TIADA on this topic, so if you missed it, this podcast is for you! Enjoy!
How do we make this work? What is the best way to handle applications over the phone? Do I do this in several calls or just one?! HELP!! In this episode, I will answer all those questions and you can hear a real application call. Check it out, and don't forget to share!!
Today we have a special guest, Coach Robin! She joins us to talk about Closure and the important key components of working this step into your calls, whether you have an appointment scheduled with the customer or not. Check out this episode jam-packed with tips and tricks on improving your customer service skills and SHOW RATIOS!!
TIP: FOLLOW UP WITH YOUR CUSTOMERS!! I know this is a hot topic, but I also know it is one of the most forgotten steps in the entire process, aside from calling the customer initially of course. Keep in mind a good follow-up process is gold. Listen to this podcast for awesome tips you can implement right away to up your follow-up game!