From ‘Covid’ Cruise Control to Classic Sales Techniques

The automotive sales landscape has seen a dramatic shift from the easy sales days of the “Covid Years” to the current more challenging environment. During the pandemic, low inventory levels meant customers often had to take whatever was available, making sales relatively straightforward. Now, with inventory back to normal and interest rates still higher than in years past, salespeople must work harder to close deals. This shift emphasizes the need to get back to the basics of the sales process, focusing on training, customer service, and long-term career development for our sales teams.

Open Communication and Support

Open communication is crucial for creating a supportive work environment. By engaging in regular, meaningful conversations with our team members, we can understand their challenges and provide the necessary support to overcome them. This not only helps in their professional development but also builds a strong, cohesive team.

Car Sales Training and Reinforcement: Back to Basics

In the post-Covid sales environment, it’s crucial to regularly train our sales teams. This training should not focus on gimmicks or quick fixes but rather on reinforcing the fundamentals of the sales process and customer service. Ensuring our teams understand the products they are selling, know how to effectively follow up with leads, and have the tools to provide exceptional customer service is key to sustaining sales performance.

Monitoring Progress with Employee Scorecards

Using scorecards to monitor daily and/or monthly progress is an effective way to track performance and identify areas for improvement. However, it’s important to approach these discussions constructively. Instead of focusing on what the salesperson should have done, ask open-ended questions that encourage self-reflection and growth. This approach fosters a positive environment where employees feel supported in their efforts to improve. Very little is gained when we start a sentence with something like, "What you should have done is..." Instead, help lead them to the answer rather than forcing it on them.

Refining Customer Interactions with Role Play

Role play activities are an invaluable tool for refining and improving customer interactions, which directly enhances sales performance. They are also something that almost everyone hates. Why? Because they do what they are supposed to do - intentionally put us in uncomfortable situations. By simulating real-life sales scenarios, car salespeople can practice and perfect their communication skills, learn to handle objections, and build confidence in a controlled environment. These exercises allow team members to experiment with different approaches and receive immediate feedback, helping them to understand what works and what doesn’t. Role play also encourages empathy, enabling salespeople to see situations from the customer’s perspective, which can lead to more personalized and effective service. Ultimately, this continuous practice ensures that salespeople are well-prepared for actual customer interactions, leading to higher conversion rates and improved customer satisfaction.

One-on-One Meetings and Goal Setting

Regular one-on-one meetings with team members are essential for reviewing progress, determining what does or does not work, and providing time for setting realistic goals. These meetings help employees see the bigger picture of their career path, rather than focusing solely on their performance for that singular day or month. By setting long-term goals and providing continuous support, we can help our team members stay motivated and committed to their career growth with us. 

Certifications and Continuous Development

Each of the points I’ve talked about so far are the primary building blocks for you to create tailored employee certifications. Employee certification programs will keep our salespeople up to date on training and career development. We’ve done this forever with our automotive technicians, but why not our car salespeople, BDC agents, or elsewhere?  Tailored employee certifications can cover various aspects of the sales process, customer service techniques, and product knowledge, ensuring our team members are always learning and improving. This not only enhances their skills but demonstrates our commitment to their professional development. 

Career Path and Long-Term Vision for Car Salespeople

Now, how do I cultivate long-term value out of employee certifications? If our employees don’t understand where they are, where they’re going, and how to get to the next “level,”, what is keeping them from leaving us when an opportunity to jump ship comes along? Helping our automotive salespeople see a clear career path within our organization will significantly impact their motivation and drive retention. When team members understand how their daily efforts contribute to their long-term career goals, they are more likely to stay engaged and perform better. Creating structured career paths with defined milestones will help them visualize their future and stay focused on their growth. Structured career paths are also proven to improve our ability to recruit.

What Now?

As we navigate the post-Covid sales landscape, it’s more important than ever to focus on the fundamentals. By prioritizing training, setting clear goals, creating certification programs, and supporting our team’s long-term career development, we can ensure sustained success. If you’re interested in learning more about how to implement these strategies in your dealership, reach out to us directly. Let’s work together to build a stronger, more resilient sales team for the future.

Tips for Salespeople to Help F&I Managers

Let’s be honest with ourselves. Going into “the box” is what most customers despise most about buying a car. So what can we do to improve their experience and lower their anxiety? Communicate! I also want to make it clear that you should always run process changes past your manager. Regardless of how good an idea may appear to you, possibly disrupting your dealership’s established processes is the opposite of what I’m trying to help you with. Make sure your manager is on board with you trying something new.

F&I Manager Success Equals Salesperson Success

In the fast-paced world of car sales, the collaboration between salespeople and F&I (Finance and Insurance) managers is crucial for maximizing dealership success. F&I managers play a pivotal role in securing financing and offering essential products like extended warranties and GAP coverage to customers. However, over my last 10+ years in auto, one thing I’ve seen to be all too common is the awkward or clunky handoff from a salesperson to a finance manager. I’m going to provide some practical tips for salespeople to help their F&I managers thrive, helping ensure a smooth customer experience from start to finish.

Why Support Between Sales and F&I Matters

Supporting your F&I manager isn’t about easing their workload (although I’m sure they like that part); it’s about giving your customers the best experience possible. We can do this by creating a cohesive environment where everyone keeps in focus what is most important: the customer! When salespeople and F&I managers work together seamlessly, customers receive better service, which leads to higher customer satisfaction rates, more repeat customers, and increased dealership profitability.

Tips for Salespeople to Assist F&I Managers

1. Educate Yourself on F&I Products

• Role Play: First things first, you need to know what in the world happens in “the box” and there’s no better way to do it than role play. While you may have experienced it as a customer, understanding the “why” of what happens is crucial. You can learn some of this from video training but understanding exactly how the managers at YOUR store do it is the best option. 
• Product Knowledge: Familiarize yourself with the F&I products offered at your dealership and which ones your F&I Managers lean towards. They all have two or three products they are most comfortable with. This allows you to confidently address any preliminary questions customers might have and demonstrate the value of these products. You don’t want to get blindsided and know nothing about a product. 
• Compliance and Regulations: Understand the basic compliance and regulatory requirements related to F&I products to ensure you’re providing accurate information. This knowledge helps build credibility with customers and ensures you are not inadvertently misleading them. For example, knowing the specifics of your state’s GAP insurance regulations can help you provide clear and accurate information.

2. Clear and Consistent Communication

• Build Trust: Establishing a strong rapport with customers will help them feel more comfortable when you hand them off to the F&I manager. Spend time understanding their needs and preferences, and reassure them that the F&I manager is there to help them make the best decision for their situation. For example, you might say, “I’ve shared all your preferences with our F&I manager, and they’ll ensure you get the best financing options available.”
• Set Expectations Early: While discussing the deal with customers, provide a brief overview of what and who they can expect to meet in the F&I office. For example, let them know that they will discuss financing options and additional products, but more importantly, use what you learned about the customer when building rapport to build a connection between them and the F&I manager. Mention the hobbies, favorite sports teams, or interests of the F&I Manager… anything that will create commonality. This helps set the stage for a smoother transition and reduces any anxiety customers might have about the process. 
• Detail Sharing with F&I: Ensure that all relevant customer information is accurately and thoroughly documented and shared with the F&I manager. This includes the customer’s budget, financing preferences, and any specific concerns or requests they have mentioned. For instance, if a customer is particularly interested in GAP insurance, make sure the F&I manager is aware so they can tailor their presentation accordingly. Also, share with the F&I Manager some of the commonalities they have with the customer. Act like you are preparing them for a new friend, not a new customer.

3. Prepare Customers for F&I Discussions

• Introduce F&I Products Early: During the sales process, lightly touch on the benefits of F&I products like extended warranties and GAP coverage. Mentioning these products in a positive light can pique the customer’s interest and make them more receptive when the F&I manager discusses these options in detail. For example, you could say, “Many of our customers find great value in our extended warranty plans for added peace of mind.” Always ensure your manager is comfortable with you doing this before you make it part of your process.

4. Foster a Collaborative Environment

• Regular Meetings: Schedule regular meetings between sales and F&I teams to discuss common challenges, share insights, and align strategies. These meetings can help identify areas for improvement and ensure both teams are working towards the same goals. For example, discussing recent customer feedback can help both teams adjust their approach to better meet customer needs.
• Feedback Loop: Create a feedback loop where F&I managers can share insights on customer interactions with salespeople. This can help improve the overall sales process by highlighting what is working well and what could be improved. For example, if the F&I manager notices that customers often have similar questions, salespeople can address these earlier in the process.

5. Utilize Technology Effectively

• CRM Systems: Make full use of your dealership’s CRM to ensure all customer interactions are logged and accessible to the F&I team. This includes details about their preferences, previous interactions, and any notes on specific concerns or interests. For example, logging a customer’s driving habits or past accident history can help the F&I manager tailor their discussion around relevant financial products. But, this info only matters if the F&I Managers look at it. The most common reason people stop using their CRM is because they believe no one is using the info - including themselves. 
• Digital Presentations: If your dealership uses digital tools for F&I presentations, make sure you understand how they work so you can introduce them to customers if necessary. Being familiar with these tools allows you to seamlessly transition customers to the F&I process. For instance, you could explain how the digital tool will visually demonstrate product options, making it easier for customers to understand their choices. Who can sell to them better than their own psyche?

Put Your New Skills to Work

Supporting your F&I manager is an integral part of creating a seamless and effective buying experience for your customers. By implementing these easy tips, salespeople can enhance the overall customer journey, contribute to the dealership’s success, and build stronger, more collaborative relationships with their F&I colleagues. Together, you can ensure that customers leave satisfied, well-informed, and in a new car! All this ultimately drives dealership profitability and improves your reputation.

How Would You Improve the F&I Handoff?

Let’s keep this conversation going! Comment with your thoughts on how to enhance collaboration between sales and F&I teams or reach out to me directly to discuss it one-on-one. Learning from each other on how to improve customer experiences at dealerships doesn’t only help one store - it helps our entire industry!

Celebrating National Receptionists Day: The Cornerstone of Automotive Retail

As we celebrate National Receptionists Day, it's crucial to reflect on the pivotal role receptionists play, particularly in the automotive retail sector. National Receptionists Day offers a prime opportunity to appreciate these essential team members, rather unsung heroes, who often manage our front desks and first impressions. Despite their value of receptionists and their critical role in shaping customer experiences, receptionists in the automotive industry are frequently underappreciated and paid rates that don't reflect their true value.

The Vital Role of Automotive Receptionists

The receptionist in any car dealership is more than just a gateway to the services offered; they are the linchpin in customer relations. Their ability to manage customer flow, address concerns with professionalism, and maintain efficiency is unparalleled. Yet, these responsibilities seem juxtaposed against the reality that many are only offered minimum wage and are often the least experienced team members. On this National Receptionists Day, we need to ask ourselves why there's such a stark contradiction in how we ignore the value of receptionists.

Why Invest in Your Reception Team?

Understanding the breadth of a receptionist's impact might illuminate why they deserve more than what is often afforded. They are not merely answering calls or greeting customers; they are the first real human interaction that clients have with your business. A positive beginning can set the stage for successful sales and lasting customer loyalty. Therefore, recognizing their contribution should go beyond verbal affirmations—it should be reflected in their remuneration and opportunities for professional growth.

The Economic Sense of Valuing Receptionists

From a purely business standpoint, investing in a capable, content, and well-compensated reception team makes sense. Skilled receptionists contribute to lower turnover rates, higher customer satisfaction or dealership CSI, and, likely, increased sales. On National Receptionists Day, and every day, they should be seen as a crucial investment in the dealership’s brand and operational success. These unsung heroes should be “unsung” no longer. 

Bridging the Gap on National Receptionists Day

This National Receptionists Day, let's start bridging the gap between the perceived and actual value of our automotive receptionists. Each interaction they manage, every problem they solve, and the cheerful way they represent our brand are foundational to our business's success. Their role should be celebrated with fair compensation and recognition that mirrors their significant contributions. I can’t begin to tell you the number of times I have seen a skilled receptionist completely turn a negative situation around. 

A Call to Action for Automotive Dealerships

To my peers in retail automotive management, this National Receptionists Day calls for a realignment of our practices concerning our reception staff. By enhancing their working conditions, we not only bolster morale but also enrich the customer's experience. Let’s commit to not only celebrating National Receptionists Day but also to enacting changes that uplift our front-line ambassadors.

Bridging the Gap: The Integral Roles of BDC Agents and Receptionists

Similarly to our receptionists, BDC agents serve as fundamental components of the automotive retail environment. However, they are another group of unsung heroes of automotive. They manage both inbound and outbound communications, nurturing customer relationships and driving sales opportunities. Furthermore, their role closely mirrors that of receptionists, with both positions critical in forming first impressions and maintaining customer engagement. However, despite their crucial contributions, BDC agents, like receptionists, often receive minimal recognition and compensation that does not reflect their value to the business.

Enhancing Recognition and Rewards for Frontline Staff

In addition, investing in the professional development of BDC agents is just as essential as it is for receptionists. These roles require robust product knowledge, advanced communication skills, and the ability to handle stress effectively. Therefore, enhancing their training and offering fair wages not only elevates their job satisfaction but also boosts their performance capabilities. Consequently, this improvement in performance directly affects customer satisfaction and loyalty. By valuing BDC agents equally with receptionists, we fortify our dealership’s operational effectiveness and foster a more united, motivated team.

Conclusion

As we honor National Receptionists Day, let’s champion the cause of our receptionists who ensure our businesses run like well-oiled machines. Their multifaceted role is integral to our operations and deserves recognition that extends beyond mere acknowledgment. By investing in and valuing our receptionists properly, we not only elevate their roles but also enhance our entire business model.

Remember, a chain is only as strong as its weakest link. In the context of automotive retail, the receptionist is far from being the weakest link; rather, they are the robust cornerstone that deserves our respect and investment.

DrivingSales: Your Partner in Career Pathing

At DrivingSales, we understand the pivotal importance of receptionists and BDC agents in shaping the customer experience and boosting dealership performance. To empower these essential team members, we offer a comprehensive suite of training resources specifically tailored to enhance their skills and professionalism. Our platform features an extensive selection of courses, with numerous modules devoted exclusively to the development of receptionists and BDC agents. By participating in our targeted training programs, your staff can gain the expertise needed to excel in their roles and drive your business forward. Join our vibrant community at DrivingSales to access these opportunities for continuous growth and development, ensuring your team is equipped to make a positive, lasting impression on every customer interaction.