I know it's wrong but I keep doing it anyway!

Jonathan Dawson
Last week I'm talking to a salesperson who has been selling cars for 9 years and has NEVER and I do mean NEVER followed up with his customers. He has decent CSI and also sells in the top 25% of production each month so the management has let it slide for years. "He will never follow up, no matter what we do. So we just leave it alone. I know it's wrong to let him get away with it, but I do it anyway." the manager says to me. The salesperson also looked me in the eye and said, "I know it's wrong to not follow up but I keep avoiding it anyway". I have an approach I am considering, but I am curious... What would you do?
Frank Marshall
If the customer comes back in outside of 7 days from his last visit then he should not be protected agains a skate and if a BDC agent or someone else in the dealership gets the customer back in without him attempting to followup then the commission should be cut in half to cover BDC expenses.
Sheri Hudspeth
72 hour protection. 7 days allows a good chance they come back without follow up and encourages no follow up because they are protected so long.
Frank Marshall
72 hours is even better I'll second that.
Grant Gooley
The automotive industry is the only industry that would ever allow an employee to 100% neglect a process and be allowed. If this guy is a top performer, imagine how many deals he would do if he followed up with his customers. If I were you Jonathan, I would dare him to follow up with his customers for 3 months and see what it does to his sales, if it doesn't change anything, management will never bug him again. If it increases his sales in any way, I'm sure he will just make it a part of his internal process...
Sheri Hudspeth
We have one salesman who has been with us for 5 years. He is a follow up king! Sells 17-20 cars a month every month and rarely takes an up. All from referrals and working his follow up / portfolio.

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