Do you allow all sales staff access to internet pricing?
Posted by Kim Clouse | Posted in Dealer Process | Posted on 12-10-2009
Tags: auto dealer, Auto Dealer Sales Process, Automotive Consultant, Consultant, Dealer Training
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Every dealership I have visited lately has every phone call, tracked or not, going to the switchboard. Then they are round robin to sales staff if the ISM is busy. We know that never happens; The problem is either the GM, GSM, or phone king, will not make it mandatory that they have inventory, incentives, and information open on their desktop all day. They all have computers but they refuse to use the data or the log in to pertinent data is top secret. Gotta have a 4 square right?
Managers who keep information from sales staff are practicioners of Bovine Skitology period.
We know all of our customers are online. We know they OEM’s, KBB, Edmunds and everyone else who can gives them data. that is, for the most part correct but below is what I hear when I listen to calls. Dealix had a webinar on phone traffic a few days ago that was very good. But are all of the walk in customers immune to the data inflow we are feeding to the universe? Be ready or stay away from customers, period.
Thank you for calling ABC motors: ” Yes new car sales please” one moment: “new car sales this is Joe Bob,
kelp ye?” (Yes seaweed) ” I am calling about the 2006 Camry you have listed on usedcars .com, gold with tan leather, is it still available?”
“Yep sure is” ” can you tell me anything about it?” “I think it has been marked down to $21699 but I can beat that a little” “Really, online it says must go $14650.00 out the door” That’s a typo” Oh, okay do you know what it should actually be?” ” Naw but I can git with the manager and call you right back, whats that number?” click: And they tell everyone about this highly professional individual or, just shoot themselves righ there on the spot. Either way you loose the deal.
Does anyone else see this? If you are doing this, do you need to be at Burger King saying, “Would you like some fries with that?” I can’t wait to hear this.
You are absolutely correct! Why are salespeople so dumb founded that the customers are knowledgeable about the vehicle they are interested in and have done the research. THESE CUSTOMERS ARE NOT STUPID! If that was the case we could list ridiculously outrageous prices and people would buy them anyway! THINK ABOUT IT!! The Customer is NOT STUPID!
The whole problem stems from the blood bath and market saturation of the 90’s. Before that when you could make money and you had to have talent to sell the product. A manager did his job to prepare his team for battle. A higher standard was maintained. Now if it fogs the mirror it is a order taking fender trader with low gross and dissatisfied customers. That is where the art of customer service and being accountable can change a dealership.
David,
You hit the nail on the head. The days of printing money are over and so are the days of throwing new hire’s on the lot with a pricelist. Dealers who did not invest in training and focus on the future are now closing. It is sad because most of them are good people and they let the wolves run the hen house.
Donnie,
First, I am glad to see you doing well. Is it the same where you are now as when I was
helping you? It is like this everywhere. I see it everywhere. If you really want to learn how to use the phone and your available tools call and shop your competition. Think like a customer with a vehicle pulled up from their site. Some are very good but most should never answer the phone.