"Who knows what evil lurks in the hearts of men? The Shadow knows!" 

These were the opening lines of the famous Shadow "detective story" radio program captivated listeners many years ago -  are instantly recognizable even today. 

A figure never seen, only heard, The Shadow was an invincible crime fighter. He possessed many gifts which enabled him to overcome any enemy. Besides his tremendous strength, he could defy gravity, speak any language, unravel any code, and become invisible at will.

Today – Shadowing is a form of mentoring. 

In dealership sales, a manager assigns a new salesperson to “shadow” a top producer to follow the mentoring process:

•    The Shadow follows the Mentor around all day and learns the trade from one of your best people, listening and learning (Step 1). 

•    The Shadow quietly observes the Mentor with customers (Step 2).

•    The Shadow takes the lead with the customer and the Mentor assists when needed (Step 3). 

•    The Mentor takes the role of Shadow and observes the process from start to finish without interrupting (Step 4). 

•    The Mentor allows the Shadow to go it alone. 

The first steps involve education; the next steps teach application, and the final steps are validation. Keep in mind, it’s important not to skip any of these steps or your attempts at shadowing will likely fail. 

If you intend to make the most of your efforts as a leader in business, you absolutely must establish a mentoring or shadowing process for growing your people. 

Customers appreciate an organization that invests time into properly training their people. And CPI has many training and mentoring techniques to help you get started. 

See the original Tip of the Day on Center for Performance Improvement

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/ 

If you spent merely fifteen extra minutes each day gaining one new sales idea or sharpening a sales skill, within a few years you would become an industry leader. Did you know that?

That’s the premise behind “Relationship Selling.” Sales excellence is acquired one skill at a time. As you grow your knowledge base, you will gain self-mastery.

Relationship Selling is defined as professional behavior, applied to the cultivation of relationships which generate profitability for you, your company and profitability for the person who decided to do business with you.

The original Relationship Selling, written by the author of The Acorn Principle: Know Yourself, Grow Yourself, has been published in Japanese, Chinese and Finnish and is currently taught by businesses and universities around the world.

The Relationship Selling Philosophy is: Business should be practiced as an act of friendship, rather than merely as a process of negotiation. It is about connecting with people profitably, not merely persuading them to buy.

Jim Cathcart, Author of “Relationship Selling” and “The Acorn Principle: Know Yourself, Grow Yourself”

The eight competencies of Relationship Selling are:

1. Prepare to sell: Build and sustain sales readiness.
2. Target the right prospects: Identify who, how and when to make contact.
3. Connect with the person: Establish truthful communication and build trust.
4. Assess the needs: Understand the needs of the person and their situation.
5. Solve the main problem: Cause the person to experience the value you bring.
6. Assure satisfaction: See that the customer remains satisfied with their decision.
7. Manage your sales potential: Lead, motivate and grow yourself.

For further information on Relationship Selling, contact the Carthcart Institute.

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/ 

If you want to be successful in automotive retail sales (or writing service), you had better learn to adopt certain aspects of the acting profession.

And all actors use words that someone else wrote.

Like the pro’s, you need to practice enough to make the script become you. It must be natural. The bottom line is that most people don’t like scripts because they’re not willing to practice. That's the key.

In fact, actors are just highly compensated salespeople.

If they’re good, they sell you on a character and you buy it!

Check your attitude and enthusiasm: It's contagious.

No words will help you win over a client if your attitude is negative and your energy is low. Enthusiasm must be doubled over the phone or it will be lost to the client.

When the phone rings, or when the client approaches, take a deep breath, smile and refer to your words, or script. This applies to both sales and service professionals. Every time. Every interaction. Lights, camera, action!

Be inviting.

Introduce yourself and offer assistance right up front by saying, “This is (YOUR NAME).” If on the phone, unlike a face to face greeting, you don’t want to ask the customer’s name until later in the conversation. Tell the customer that you can help them.

Take control. It's a good thing!

Ask questions about the product or service they are interested in immediately. Utilize open-ended questions and get the client talking. For this very reason, using a script, with predetermined questions, actually works! Managers should assist salespeople in developing a list of pre-determined questions. 

“I can’t do that because it’s just not me.”

In training workshops, we encourage the use and memorization of scripts, presentations, responses to objections and transitional phrases. And we often get responses like “since those aren’t my words, they’ll sound canned”.

While we understand the concern, we would argue that almost all positive behavior is learned.

Here are a few positive guidelines to follow (Sales and Service Managers, take note):

- Prepare yourself mentally — attitude is everything!

- Begin with something simple like a greeting.

- Role play and practice with other staff members.

- Use the same words over and over.

- Video tape or record yourself.

- Practice in front of a mirror.

- Pay attention to your body language and tone of voice.

Top performers in every industry around the world put themselves on the line every day because they understand the benefits this type of investment brings!

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/ 

Every forward-thinking automotive salesperson embraces the chance to dig deep with courtesy, effective listening, kindness and persistence to discover “The Clue.”

"The Clue." It’s there. All around us. 24 x 7.

It is waiting to be discovered and acted upon. By you? Or by your competitors? That decision is entirely up to you.

"The Clue." It’s right in front of you. It’s right next to you. It’s right behind you. It’s ten feet away from you.

It’s on the other end of your cell phone. It’s at the opposite end of your e-mail inbox. You can hear it. You can see it. You can feel it. You can sense it. Or not.

The choice is entirely up to you.

In the end, if you choose not to care about the clue, your life will be less rich and your W-2 will be less fat. Those two outcomes are certainties.

Oftentimes, one hears irate retail managers advise subordinates to “get a clue”, when, in fact, the road to success in sales is assured if one merely digs, listens, waits and watches for the clue with consistency, courtesy, determination, persistence and resilience, and then plans and executes an appropriate, timely and well conceived response once the clue has been discovered.

How could something as simple as the clue be so vital to one’s success in marketing and sales in the retail automotive arena?

Be not afraid. Go for it.

Wow your clients. Become a relentless clue miner. Dig for the clue. Dig with excitement, friendliness and optimism. Dig every day. Dig on the phone, online, on Twitter and Facebook. Do not rest until the clue is found.

Your present and future customers will never forget your interest in the clue, nor will they forget the connection between you and the excellence of your brand’s fine line of products sold and serviced at your dealerships. It’s a winning combination in every way.

The Clue? May you never regard a prospective customer or current customer in the same way again.

Starting right now, let finding and using the clue as glue be your number # 1 priority. Sales? Fixed ops? Administration? Senior management? The clue is omnipresent. Best of all, it’s free!

Most of all, the search for the clue is a learning experience, both for your clients … and for you. During that search and discovery process, you will often uncover a customer’s hidden love for your brand’s products that would never have been revealed in detail, if you had taken neither the time nor shown the interest to find the clue.

The Clue? Look around you. Listen. Watch. See? There it is. Right there.

Don’t bother running. … Because there’s no escape from The Clue unless you close your ears, eyes and mind.

So keep your ears and eyes open, keep your mind open, and remember that the clue is always right in front of you. Or behind you. Or right next to you. And awaiting your discovery. Always. But only if you believe it to be so.

"The Clue" is truly the glue, and no it’s not crazy. Let the fun begin as soon as you have finished reading this article. Your life at the workplace and elsewhere will never be the same again. We guarantee it.

And all because of the clue. And you.

What a dynamic combination!

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/ 

"Memorial Day." The next time you are tempted to feel sorry for yourself because your General Sales Manager had you split your monster commission with a newbie, take a deep breath to regain your perspective.

Repeat the words "Memorial Day" a few times, and thank the Good Lord that you are not wading ashore into a hail of fast moving metal projectiles that felled many brave Americans on a bleak, late spring day during June of 1944.

The courageous 9,387 Americans buried in a massive cemetery located above the beaches at Normandy, France, did not disembark from their landing craft years ago without a specific task.

No, their mission on that fateful day was to make a voluntary ultimate sacrifice so that you and I could be free today to banter back and forth online about exciting web and selling trends as well as closing tools on this site and to face with optimism the numerous challenges of a rapidly changing auto business and a turbulent world economy.

Think momentarily of “Memorial Day”, smile at your current good fortune, gather your inner strength, and then move forward with confidence to embrace what will surely become a better day for you and for everyone around you, including your valued customers.

This “Memorial Day” be sure to thank your Veteran customers who have bravely served, for their service to our country.

Who knows? One of those valued customers might even be Private Ryan’s great grandson who has been waiting for years to be saved from a retail sales world full of cynics by a consummately courteous, ethical and honorable sales professional … you!

https://www.centerforperformanceimprovement.com/

Many auto retailers miss out on a golden opportunity to build rapport and increase value during the fact-finding process because they insist on having salespeople stay “out on the lot” until the customer is ready to talk price.

In fact, there are still managers who threaten to fire salespeople for sitting down with a customer unless it’s time to negotiate.

But this mentality is costing them money and here’s why:

Sitting down and asking questions without pressure early in the sales process reduces tension and makes it easier to get customers to talk price later.

The environment

Research proves that customers prefer a more relaxed and open environment to discuss their purchase. Here are some guidelines you should consider:

- Avoid fact-finding in typical sales offices. Open cubicles are preferred because they put customers at ease

- If you must use an office, never, ever close the door

- Offer the customer a refreshment before you begin

- Put your cell phone on “silent” and do not take other calls during your conversation

Provide an overview first

Whether you’re sitting down or beginning to fact find on the lot, it’s important you provide the guest with an overview that includes the following:

- Your desire to focus on what is important to the customer and their needs

- Your desire to take notes and ask questions

- How long it will take

-Get your customer’s agreement to continue

So here’s what that might sound like:

“As I mentioned, I’d like to ask you a few questions about what’s important to you. If you don’t mind, I’d like to take some notes so I don’t miss anything. This should only take a few minutes. Is that okay?”

Body Language

The way a customer perceives your listening ability has more to do with “how” you act than the words you use. That means the way you position yourself, how you react to their comments and the way you take notes, is critical to proving your listening ability.

Here are some guidelines (Hint to managers: Practice these in your next sales meeting):

-Sit alongside the customer if possible, not across the desk

-Sit up straight. Only lean back if the customer assumes a similar posture

-Maintain appropriate eye contact. Avoid staring down at your note pad all the time

-Take a conversational approach. Smile, laugh and show the customer you’re enjoying the experience.

By practicing these behaviors, customers will know you are paying attention to their needs and this will help you achieve the desired results.

https://www.centerforperformanceimprovement.com/

@cpi_results

In the retail automotive business, successful sales managers determine a specific reason for every sales meeting based on a need or expressed desire. 

While informational meetings explain the latest incentives, set weekend goals and gather for a big cheer are important, they don't provide your sales team with the knowledge and skills needed to maintain a selling edge.

Delivering a great meeting requires performance improvement. Here are a few secrets to success ...

Secret #1 – Make your sales and staff meetings a priority.

When you call a meeting, do you:

- Have a plan?

- Strive to make the meeting fun and interactive?

- Allow some to attend while others deal with clients?

- Allow phone calls to be accepted during meetings?

- Allow team members to respond to distractions?

- Show up late or allow others to show up late?

- Regularly cancel meetings?

If you allow any of these to take place, your team will never take your meetings seriously.

While you may argue that “Clients always take priority”, there are ways to overcome that concern by having your meetings on days and times when customer traffic is rare. You can also have other departments cover during the meeting.

Secret #2 – Start on time.

There’s nothing worse than sitting around waiting for a meeting to begin. You’ll also get others to realize the importance of being on time if you don’t wait for them to get there. And you set a standard that says, “My time is important!"

On the other hand, beginning late will suggest that punctuality is not a priority.

Secret #3 – Do you utilize your people?

True leaders understand that they can’t do it all on their own. They must rely on the gifts, talents and strengths of their people if they are going to succeed. There’s nothing written in the “Manager's Book of Training” that says the manager must be the primary speaker in the meeting.

If you have others on your team who are better at facilitating than you are, let them take the ball and run with it. Your meetings will be better and your team will have great respect for you. Not to mention the fact that the message you’re trying to deliver will have a better chance of getting through.

Secret #4 – Make a powerful opening.

You have about 30 seconds to capture the crowd once you open your mouth. If you begin slowly, with low energy, or in a way that doesn’t immediately involve the group, your meeting will make less of an impact.

Example of a poor opening:

“Okay everyone. Let’s get started. Uh, today we’re going to talk about improving our greetings…”

Example of successful opening:

“How many of you had at least one difficult client this week?” (Allow for hands) “Let’s talk about them! Scott, tell us about yours.”

Secret #5 – Provide a meeting objective and benefit.

After a successful opening, provide the group with the objective of the meeting and the benefit they will get from being there and paying attention. For example:

"The reason we’ve listed these difficult greetings is because today we’re going to learn how to handle tough greetings. By the end of this hour, each of you will be better prepared to address these customers the next time they walk on the lot. And that means you’ll have better success at moving them into the process and selling them your product.”

Secret #6 – Mix it up.

The average attention span of an audience is about 6 minutes. That means you should have a strategy that changes up the meeting about every 5 to 10 minutes. For example:

Opening activity – Chart answers to question “Challenging Greetings”

Objectives and Agenda – From chart, handout or PowerPoint

Video clip – Feature a relevant speaker, coach or expert (i.e. YouTube)

Role Play – Work in groups of three (Manager, Client, Coach)

Group Discussion – What went well? What needs improvement?

Other ideas and activities

Secret #7 – Recap, keep it simple – and close.

Conclude every meeting with a review of what you accomplished and do something with high energy. Have a contest. Or simply get together for a team cheer. Some managers use the sales goal number for the weekend, month or quarter as their focus to cheer for.

Bottom line – it’s up to you!  Keep your sales meetings fun, interactive and high-energy. Your team will be glad you did!

https://www.centerforperformanceimprovement.com/

@cpi_results

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