CDK's purchase of Auto/Mate may create a major disruption in the dealer management system (DMS) industry. Here is our take. DOWNLOAD
Salespeople. Can't live with'em; Can't live without'em; Can't shut them up! There are always two distinct types. You have one guy who doesn't always help cover the floor. He may not even answer the phone calls. He makes you wander why do I even bother? You take a shot of Pepto Bismol and carry on. Then there's his inverse. He doesn't meet a stranger. He will call every person in the CRM system, even people he shouldn't. He even talks himself out of deals. You know both people. You have both people on your staff. You have to take a shot of Pepto Bismol over both people almost every day. Ok, I know. Enough with the Pepto.
Both are good hires and bad hires. The good hire can be a 15 car a month producer. (I don't have low expectations. It's all relative.) Their CSI scores never fall below 100. One third of their monthly sales are word of mouth referrals. The bad hire couldn't burn more floor ups if they had mad cow disease. Refuse to follow up with deliveries. And to make things worse, their paperwork is so bad, the finance manager threatened to light them on fire next time the credit statement was incomplete. And its only Tuesday.
There is no substitute for excellent recruiting and hiring. But, let's be honest. We're to shoulder blame too when they are not trained properly. We should clearly communicate what is expected. Covering the floor is part of your daily tasks. It's not a option. Following up with new owners is mandatory. Working your daily plan in CRM is a basic fundamental of successful selling. The "Up Bus" isn't stopping by today. The only bus has a flat tire and may restrict outward visability. We can't depend on it. Talking to orphan owners is the best "Up Bus" there is today. You just have to teach them how to converse with these people. They already have done business with you in the past. Managers also need to be able to tactfully tell your sales reps there is a time to be quiet. Customers don't want to hear "sales pitches" anymore. They want informative conversation. Don't tell them unobtainable interest rates, sale prices, or empty promises. You will attract more bees with sugar than vinager. Asking for referrals should also be standard practice. Not everyone will give up their friends and coworkers. But, it's technique that makes a successful referral and sale. That must be learned.....from us!