I utilize a multi facet approach right from the start. You just cannot assume each and every customer wants to or can. E contacted the same way. If it is after hours my auto responder explains they have reached us after hours and we will be contacting them within the hour of when we open and ask them their preferred method of contact. E-mail, phone or text. I have had enormous success with replies back asking to utilize a specific method for contact
during business hours our initial response is to call immediately when we receive the lead. If we do not get them on the phone we follow up with a permission based text message and an e-mail personalized for the inquiry asking the same question at the end in regards to how they want to be contacted
there is no wrong or right way it comes down to the consumer preferred method. But you need to remember the average internet inquiry takes 8 attempts to contact and you should have a work flow plan in place that maximizes the e-mail and phone for at least 90 days with a heavy emphasis on the first 2 weeks and slowly weening out a little longer there after until contact is made
Yes, we train our salespeople to use free social tools that can help them connect with prospects more.
We actually have a list of these sales tools (Calendly, Charlie, HubSpot, Tenfold and more) and we teach our salespeople the advantages of using these tools early in the training process.
One thing that we value the most is efficiency. Most salespeople have a lot of unnecessary administrative tasks that keep them occupied. Once they're more familiar with the tools, they can minimize their time doing other things and they focus more on their main task: to sell.
I agree with chip alvey. It is really about how the consumer wishes to engage with you.
In today's world, you have to always do a multi-channel approach. You can start with an email to ask permission for a call. Or you can start with a call and follow-up via email. There are a lot of ways to do it.
But we also maximize social media platforms. LinkedIn or Facebook are always good venues to interact with prospects and build rapport.
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CDK's purchase of Auto/Mate may create a major disruption in the dealer management system (DMS) industry. Here is our take.
Also, I wrote a bit more about what lessons dealers should take away from this situation here : https://www.drivingsales.com/james-grace/blog/3rd-party-integrations-can-have-bad-impacts-on-your-website
Salespeople of the future need to have a brand image established to differentiate themselves and grab attention. How are salespeople in your company building their brands right now? Do all your salespeople know how to use the FREE social tools available to them to build their brand and prospect/generate their own leads? If not, why? 78% of salespeople who use social selling as part of their sales process outsell their peers. There is no doubt social selling is the future. Why isn't every salesperson on your floor using it? Why aren't you investing in their training?
Great Automotive Sales Trainers
Thank you for these great comments!
Harry J. Friedman's book "No Thanks, I'm Just Looking" has so many innovative ideas! He writes: "Develop your opening. Refine it and constantly tweak it. Learn to have an opening that will start the ball rolling." Great advice to all!
"The New Strategic Selling" by Stephen E. Heiman and Diane Sanchez contains many effective, non-traditional sales strategies. It's a highly recommended read.
I agree that the videos on Steve Stauning's site are indeed golden and extremely worthwhile. Thanks also for the recommendation for Gary Coxe's book: "You Can't Filet a Nibble, It's The Catch That Counts." Another winner!
A few more ...
Dave Anderson has developed amazing, no-nonsense leadership training for the retail automotive industry. He has great material and is in constant demand as a speaker and trainer.
Grant Cardone ... what can we say? He's the man! 10X. Grant has developed a very successful career as a bestselling author, sales trainer, real-estate magnate and continues to grow and expand his reach globally.
Joe Verde is a sales training legend, pure and simple.
Mark Rikess has developed a unique, negotiation-free sales process. He has become known for his "one price" approach.
Tom Stuker carved out his niche with telephone training and expanded worldwide to include sales management and BDC training.
Ted Ings is the leader in live, interactive facilitation as well as highly innovative service selling skills for dealer fixed operations.
Jim Ziegler wrote the definitive textbook on F&I training. He is also recognized for his highly interactive Internet sales training, auto marketing, and hiring strategies.
The retail automotive training niche will continue to grow and expand! It's exciting to see what's coming next! Thanks to all!
It was our first time exhibiting so that was my favorite. :) Marc McGurren's presentation was right on regarding changing how to engage the customer. It's what the data tells us and we, as an industry, need to change.