WORD TRACKS THAT WORK! Eryn Haugen 2016 O C T O BE R
Why I m Here Centralized BDC for Group 1 Automotive Salesperson Developed (from scratch) Centralized BDC for 5 rooftops F&I Desk Manager (with all things PO Marketing) Customer Retention & Marketing Manager with PAG
AVAILABILITY It s all relative
Availability DO: DON T: I believe that vehicle is available, again my name is Eryn, and you are? Let me check my list crinkle crinkle I think we still have that one. Red, right? $27,995? What can I tell -you John about it? Nice speaking with you, John. What time is best for you to stop in to test drive? Let me know and I will have the vehicle pulled up and cooled off for you.
Avoid the Information Trap There s so much I could tell you about the ~model~ but we would be on the phone for quite some time! Is there something in particular you are wondering about? Or
Don t over speak Quite a conundrum This vehicle does have leather, is that an important feature for you?
What if Google only showed one option per search? What is it about this vehicle that interested you? Do you have a stock number? Was that the white or the silver one? Let me see if we still have that and I ll call you back I think it s in the shop, why don t you try back tomorrow? Oh yeah, that was a nice one. It sold over the weekend though.
Fact finding What other makes and models are you considering?
PRICING Stop going in blind
PRICING a necessary evil
HELPFUL While still avoiding price OTHER THAN PRICE is there anything else we need to consider before you stop into the showroom? SALE $ - TRADE $ = X Simple algebra. If they have a trade and want a quote, we need to see their vehicle to finish the equation.
Know your competitor s tricks - Manual? Crazy down payment? Only ONE at that price? Oh when I heard that ad I was shocked at the price as well so I went ahead and looked it up. To get the payment so low, they require $7000 down including taxes, title and fees. I am more than happy to match that scenario if you would like to put $7000 + TTL down
TRADE VEHICLES Why so taboo?
TABOO: Do you have a trade? Are you replacing a vehicle or adding to your collection? Is there a vehicle you will be replacing? Is there a vehicle you would considering selling to the dealership?
OFFERS Confront them head-on
OFFERS What s Your Stance Based on current demand, we have our vehicles prices below market value. no dice? 1
OFFERS Don t Accept Blindly PAYMENT OPTION ARE THEY LOCAL? HAVE A TRADE? IF YES, THEN WHEN? Financing? Leasing? Cash Deal? Shipping? Service? U/A Make $ On 2 nd Deal Two Way Commitment
Rejected offers Always ask how they arrived at their number If rejected, and their reasoning is budget, don t call them back with the bad news that their offer was rejected Call them back with the wonderful news of all the vehicles in stock that fit their range.
QUALITY COMMUNICATION Think before you speak or type
QUALITY Communication 2
Stay with me on this one
Stay with me on this one
Stay with me on this one
And there it is
CREDIT Stop being shady
THE SHAKY GROUND IE: Credit GO- TO RESPONSE? GO- TO RESPONSE? GO- TO RESPONSE? GO- TO RESPONSE? Go to our website and fill out a credit application!
Other go-to? Well, it really depends on your credit.
CREDIT what should you say
APPOINTMENTS When & How
Appointments: SET APPOINTMENT AS EARLY IN THE CALL AS POSSIBLE The more we talk about the vehicle or the sale on the phone, there s less need to visit the showroom
Appointments: Ask more than one time in the call Assume the appointment Set tentative appointments when necessary how?
METHODS OF COMMUNICATION Don t discriminate
METHODS OF COMMUNICATION which is best? Our best-case When there s no phone number & Visual Voice Mail Appointment Confirmation, Visual Voice Mail and Quick Follow-Up Keep it short & sweet and leave NO information other than yours A little thank you goes a long way 3
THAT BEING SAID: Gather every method of contact you can Not only on the phone, but ask Internet leads for the best number to reach them In order to fully assist with your request, I have a few questions. What is the best number where I can reach you to cut down on emails?
THAT BEING SAID: Gather every method of contact you can Be specific and confident when asking. Give them reasons to provide the information
YOUR PHONE DEMEANOR Just don t sound as bored as you look
PHONE DEMEANOR How they hear you PACE ENTHUSIASM TONE TAKE CONTROL Match it- No matter how uncomfortable it is. Kick it up a notch! Think of how they re interpreting you Answer their question and ask one in return
Don t forget to rate my class on the DSUS app. Visit usersummit.dealersocket.com for class notes. THANK YOU