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Jared Hamilton
From: Jared Hamilton
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Contact At Once!

Contact At Once!

Exclusive Blog Posts

Click-to-Call [Infographic]

Click-to-Call [Infographic]

  Most dealers understand the importance of making it easy for customers and prospects to find contact information. Websites often have prominent &…

Quick Tips for Improving Dealership Culture

Quick Tips for Improving Dealership Culture

Car dealers have a terrible reputation. It's such a negative experience for so many that people are electing to make a major purchase like a vehicle fr…

The Biggest Mistake Dealers Make When It Comes to Customer Retention

The Biggest Mistake Dealers Make When It Comes to Customer Retention

Jim Roche is the Divisional VP of Marketing & Managed Services at Xtime. We asked him to tell us the biggest mistake he sees dealers making today when …

Is 2018 the Year of Customer Convenience?

Is 2018 the Year of Customer Convenience?

It seems that every year has a theme attached to it in terms of where dealerships’ focus will be. Which themes or buzzwords will dominate 2018? We…

Upcoming Webinar: Show with Your Showroom, Sell with Your Website

Upcoming Webinar: Show with Your Showroom, Sell with Your Website

Today's customers walk into your showroom better-informed than ever before. Because they've done their research ahead of time, 89% walk into t…

Create a Lean, Versatile Sales Team

With all the talk about the changing demands of car shoppers, let’s not forget about the individuals who sell to those shoppers. It’s time to create a lean, mean, versatile sales team. And the first step is getting your team to buy in.

Old-School Sales Habits Die Hard, But Die They Must

Chris Hill, E-Commerce Director for Bill Jacobs Auto Group, often talks about what he calls “universal soldiers”—salespeople proficient in many areas, from answering phones to following up, turning chats into ups, etc. His point is that salespeople can’t live by ups and phone calls alone. Not anymore.

Borrell’s 2013 Automotive Advertising Outlook backs that up, comparing the new car-shopping path to a shot glass: About 31% fewer shoppers are actually on the path compared to five years ago, and they’re making their decisions in about half the time, due mainly to online, mobile and social media research. So by the time they make it to the dealerships they do visit, they mostly have decisions made. If you want to influence them, you need to get in the game earlier. You need to work Internet leads.

Train Your Team to Work Internet Leads

Lots of technologies can help you work these leads, from automotive chat to texting. And you don’t need a new team of people “who’ve never sold a car but are proficient online,” says Hill. Your current salespeople can do it. Here’s how Hill has trained his team to do just that:

  • Test it out - Write out the process you want your team to follow, train a few and feed them the Internet leads.
  • Cultivate different standards - Give the testers the tools to follow up and be more responsive at all hours of the day (just the instant service online shoppers crave). “It’s not required, but if you’re at dinner and have a second, you can easily respond to a chat from your phone,” Hill adds.
  • Drive home the value - Show the results such responsiveness can bring. Hill explains that he’s seen a 5-6 cars/month sales guy sell 12-15 cars/month on the Internet program. The more reticent salespeople then see the value of these leads and want to get involved.
  • Make it easy with automotive chat & more - Most CRMs, automotive chat and mobile text software make working Internet leads fairly easy. “I don’t think that chatting—something we all do on Facebook, texts, or back in the day with AOL IM—is out of anyone’s realm,” adds Hill.
  • Keep it competitive - Hand out leads only to the salespeople willing to go the extra mile for the online customer. It keeps the team on their toes and ensures a better customer experience.

Shifting from the old-school way of thinking (waiting for ups and calls) to Hill’s “universal soldier” can really pay off. “The old-school guys can outsell the mediocre salesperson online all day long,” Hill explains. “You just have to instill the value, make it easy and let them test it out. They will meet and exceed your expectations.”

Christopher Murray
The days of "hanging out by the door waiting for an UP (UP is an acronym for unplanned prospect) are long over! These types of salespeople are dismantling you business, bolt by bolt and if left un-checked you will be closing your doors or handing the keys over to the bank! One of the first steps that needs to be taken is to replace the un-trainable with more open-minded, tech savvy people that see the bigger picture that you need to share with them every day!

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