That’s fair question. Here’s a better one:

“What if you don’t train them — and they stay?”

Today’s automotive retail customers are more informed and have more options available to them than at any other time in history. And the products and services you offer can be provided by ten other dealers within five minutes of your dealership. You can’t afford to do business the same way that it was done even ten years ago.

Whether you are a traditional manager or an entrepreneurial leader, you are in control of the success of your department and the individuals who work there.

Research indicates that employees who are not trained properly will end up costing you a great deal more money than those who are trained.

“Train people well enough so they can leave, and treat them well enough so they don’t want to.” — Sir Richard Branson.

Customer satisfaction training is an important part of a company’s success.

The way in which you deliver your products and services definitely impacts future business.

If you’re still approaching the sales and service process in ways that are considered high pressure or old world, it’s time to consider reevaluating the processes at your dealership — and committing to ongoing performance improvement.

By taking the time to evaluate your processes and practices as well as offer ongoing training, you could be on your way to achieving higher profits than ever before.

Center for Performance Improvement dramatically improves the performance of key employees in the automotive, indirect-lending and healthcare industries. Get our report on improving CSI and SSI scores through in-store processes and immersion coaching: https://www.centerforperformanceimprovement.com/ 

Automotive News issue of June 5, 2017 features Amy Wilson's interview with legendary dealer Carl Sewell.

We thought it timely to re-introduce Sewell's landmark 10 Commandments in "Customers for Life", which has sold more than 900,000 copies worldwide, to the modern retail community:

There are many stories of successful business leaders and dealerships using it as their bible and giving copies to all their staff.

“Customers for Life” is eminently readable with short chapters, plenty of anecdotes and no management science gobbledygook. Just common sense principles that work.

Here are his rules, as written by this world-class retailer:

1. Bring ’em back alive. Ask customers what they want and give it to them again and again.

2. Systems not smiles. Saying please and thank you doesn’t ensure you’ll do the job right the first time. Only systems guarantee you that.

3. Under promise, over deliver. Customers expect you to keep your word. Exceed it.

4. When the customer asks the answer is always “yes.”

5. Fire your inspectors and consumer relations department. Every employee who deals with clients must have the authority to handle complaints.

6. No complaints? Something’s wrong. Encourage your customers to tell you what you’re doing wrong.

7. MEASURE EVERYTHING. Professional sports teams do it. You should too.

8. Salaries are unfair. Pay people like partners.

9. Your mother was right. Show people respect. Be polite. It works.

10. Japanese them. Learn how the best do it: make their systems your own. Then improve them.

Center for Performance Improvement dramatically improves the performance of key employees in the automotive, indirect-lending and healthcare industries. Get our report on improving CSI and SSI scores through in-store processes and immersion coaching: https://www.centerforperformanceimprovement.com/ 

The way you look has a significant impact on your ability to perform at peak capacity. And I’m not talking about exterior beauty. Frankly, it goes much deeper than that.

You could be the most intelligent salesperson or representative at your company, have the best closing techniques, and have the highest level of product knowledge but still not be the top producer.

One of the reasons could be how you make your first impressions.

Making a good first impression has a significant impact on sales success. Some of the factors that contribute to a good first impression include:

-The cleanliness and condition of your clothes. Are they ironed and crisp or do they look like you just crawled out of bed?

-How you keep your hair and/or beard. Whether long or short, is it clean and groomed nicely?

-Your body language and location when you come in contact with a client. Do you huddle with other representatives who smoke and drink coffee? Or are you ready to greet every client without concern for your breath or what to do with your cigarette butts?

-Hygiene and other factors. – Do you wear deodorant? Is your cologne or perfume too strong? Do you greet customers while you’re still chewing your lunch?

Consider the fact that you only have one chance to make a good first impression. Drop the ball on this one, and you’ve just lost a sale that impacts you, your company and your opportunities for future business.

https://www.centerforperformanceimprovement.com/ 

@cpi_results

Successful leaders rely on the talents, abilities and input of their team members. Bosses rely on themselves. Is there a difference – and does it really matter?

When was the last time you had a big decision to make and you involved your team members in helping to make the decision? Did you actually take their advice?

Better leadership means better listening

Many successful people find their way into the retail sales business. They have backgrounds in education, business, finance, and other industries. They’ve been managers and business owners, and they have a wealth of knowledge and ideas. Even those who have not worked anywhere else have much to bring to the table. Yet these assets are often overlooked due to ignorance, neglect and/or fear.

Why don’t leaders listen? A case study

I recently sat in on a “brain storming” session with a major OEM. The meeting included the Vice President of Sales, one of her Regional Directors and a National Manager. At the end of the meeting, the Vice President asked everyone to provide their thoughts on how the meeting went including the good, the not so good and any other ideas.

When it was her turn to address the group, the VP said that she was concerned that she may have taken too much control of the conversation and didn’t allow enough other people to share their ideas. What a concept! This was an example of true leadership!

The Weekly Brainstorm

Regardless of how smart you think you are, you are not the keeper of all knowledge or great ideas. So many things that could help you improve are just waiting to be unleashed from the minds of your people. So take advantage of it by having a weekly brainstorming meeting. Make it an open forum to discuss whatever is on the minds of your team.

To jump-start the discussion, print out one of the many articles on this site and read it aloud to the group. Then think of ways to improve our ideas, or come up with all new strategies that arise from the discussion.

https://www.centerforperformanceimprovement.com/