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Jared Hamilton
From: Jared Hamilton
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Bryant Gibby

Bryant Gibby Used car manager

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Negative spiffs

     I have never been a huge believer in negative reinforcement. The tough thing as a manager is to figure out what actions to take when you have repeatedly told your guys what to do and they fail to listen.  So what is the best way to handle a situation like that?

 

     We have been trying for years to fix an ongoing problem we have had at the dealership. We ask our sales consultants to turn in a "guest trek card" every time they talk to a guest. It is a very easy thing to do, but they still struggle to stay on top of it and get all their cards turned in. There is always a million excuses as to why they weren't turned in (none of which I buy). I have tried to help them see the big picture and to understand the importance of tracking all of our customers, but they don't seem to care. I have taken half deals, but they don't seem to care. My final attempt was to put together a negative spiff program associated with turning cards in every day. As you may guess, it went over like a ton of bricks when I threatened their money.

 

     Unfortunately for them, I'm at the point where I don't care anymore and I don't see any other solution to the problem. I thought about a positive spiff program but I feel like I shouldn't have to pay them to do their job. But maybe there is another solution and I'm failing to come up with it.... Any thoughts?

Brady Irvine
Based on my own experience, the reason they aren't tracking everyone that they talk to is because they are slipping into question answering mode instead of taking control, treating the guest like a potential buyer and asking the questions. This means that they'll get a "thanks for your help" but no name or contact information. If you are already working with them on a script for greeting and taking control with questions and role playing and stuff, you could try making the spiff for a certain number of test drives or something. Obviously they would have to have log the guest to qualify, and the more test drives they go on the more vehicles they will sell, so you aren't directly paying them just to track stuff.
Jason W
Have you asked them to come up with their own solution to this problem? Just be strait with them, either it's going to work with the negative spiff or they come up with an idea you can get on board with.
Jason Courter
No protection without one....for instance...no card turned in, then when the customer comes back to buy and the salesperson is not there that should have recorded the up, then the person who sells it gets 100 percent of sale. No shares....obviously if the customer asks for the sp, then ok to split...otherwise, not logged, then no protection...wen call it 48 hour protection. You restart the 48 hours each time u can show documented followup, etc.
Bryan Armstrong
I take left over or non-entered guest sheets and enter them for another Salesman on the Other Team. We have 2 Teams whose Leaders are paid on their Teams production. Unless you inspect it reguarly rather than blowing up about it periodically, you'll never fix it. Good Luck Bri! We all struggle to some degree with proper Data entry
Ernie Rizzolo
Assuming they TO every customer before they leave the dealership you should ask them to bring their card to the desk when they come to you. Make a copy or have them use a carbon If the process doesn't move forward without a profile sheet they will learn to get one done. Be insistent when they come to you for any info for the customer and ask for the sheet whenever they approach the desk. Carbon paper is your friend. A good CRM that you can enter basic info into while they are still with the customer is even better. I believe anything that is impossible to get people to do has a basic flaw. Either in understanding why it's important or the process itself is not conducive to getting the job done efficiently. If you are walking around at the end of the day or week looking for sheets you are making it seem unimportant at the moment. Be in their face about it while the customer is there and right after the customer leaves and they will come around. Be consistent in your collection and not just your scolding.

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