Clearly, our credibility is of the utmost importance…yet so many of us toss it away, regularly! It doesn’t take too much deep introspection to realize it, either. Consider how it must sound to our Guests when we say, “if I could…would ya?” Heck, you can almost even hear it in a very unintelligent sounding voice! […]
Clearly, each of us has the privilege of living in a capitalistic, free market economy, guided by the rules of free enterprise! Privilege is defined as a special right, advantage, or immunity granted or available only to a particular person or group. Capitalism is an economic and political system in which a country’s trade and […]
Have you ever been hit with this statement, at the beginning of your process, from a previous Guest who chose to follow your advice on their last purchase? Alarms bells immediately sound in your head! How could this be happening? They are previous Customers…great folks…you developed wonderful rapport with them, last time. They followed your […]
Anyone who has ever watched motorsports racing has seen the beneficial effects of slipstreaming. We watch as a contender maneuvers up, closely behind the competitor in front of them, only to emerge just before the finish line (propelled by some suddenly present, invisible energy the other doesn’t possess) to take the lead…and victory! In fact, […]
Oftentimes it’s the small details which, gone unnoticed, create significant impediment to our communication skills! Recently, while observing the interaction between a Business Manager and his Guest, another opportunity to do things a little unconventionally presented itself. Although I strongly advocate the usage of an initial interview with our Guests, sometimes this isn’t practical. While […]
Recently, while visiting a Chevrolet store, I was caught gawking at a ZO6 on the showroom floor. “What a car”, I thought. “This thing’s got everything but an electric dog-polisher”, I said to the Business Manager walking out to greet me. “In fact, they probably offer that as an option, as well”, I said, failing […]
Examining that the overwhelming majority of what we offer in the Business Office is intangible, it’s no wonder we have to be on cue with our message, when working with each of our Guests. Let’s face it, paper contracts aren’t glamorous, they don’t have that “new car smell”, and you can’t drive them around the […]
Do all our Guests immediately understand what we are sharing with them? Unfortunately, of course the answer is “No!” This applies to even the most effective communicators, among us. We may take for granted that what we have just reviewed is self-explanatory. But remember, our Guests don’t do this everyday, and they may just be […]
Previously, we considered how we might encourage the Salespeople to properly prioritize their time utilization. This was done not only to benefit them, but of course ourselves, as well. Unfortunately, even the best efforts will be lost on some. Our Salespeople may still be functioning as “Expert Negotiators”, and short cutting their sales process. They […]
Ever hear this rebuttal to your VSC presentation? Of course you have. Now it’s time to provide our Guests with a little perspective. I cannot recall a single deal in which a Guest was purchasing a vehicle (of any tangible value, at least) where they weren’t planning to carry full-coverage insurance. Of course the Lenders […]
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