Automotive Phone Sales Strategy & Process – Internet Sales / BDC – Sean V. Bradley

Automotive Phone Sales Strategy & Process – Internet Sales / BDC – Sean V. Bradley


Chompy Bradley this is day two at bill to be Hyundai and we got salespeople coordinators up in here and we’re about to go on the PowerPoint right behind me so what I wanted to do is I wanted to kind of explain what we’re talking about today is the phone process now again as you’re looking on the screen over here I’m saying that the majority of people that take or make phone calls in a dealership they don’t have a proper strategy in place all right five minutes they do not have a proper strategy in place YouTube sales professionals you were just answering the phone and you’re going through some stuff what I want to do in this section right here is explain to you what should be the strategy and the focus of the phone call first and foremost before I do this and tell you what it is I need to give you some data everything I tell you is facts I’m like like Rain Man with numbers I’ve got the numbers stuck in my head the science communication is that fifty five percent of communication is visual perception and body language again fifty five percent of communication is visual perception and body language 38 percent of communication is sound and inflection only 7 percent of communication is the text or words that we use so what we want to make sure is that obviously in a sales situation for the second largest item they’re ever going to buy in their lifetime which is this car a car is the second largest item that your prospects for Hyundai are ever going to buy in their lifetime next to a column the better or I should say the best scenario is to have them in front of you would you all agree with that if you can’t have them in front of you the next best thing is to talk on the phone not going back and forth with emails but you should have a strategy on the phones there’s a couple different strategies depending if it’s an outbound phone call or it’s an inbound phone call but the ultimate goal the ultimate strategy of a phone call is to sell the appointment I’m going to repeat that phone calls sells the point you do not want to sell the car you don’t want to sell the dealership you don’t want to sell the options the codes the this that over the phone the only at you and be cognizant about is selling the appointment I don’t care if you’re an appointment setter you’re the Internet director of your tio person or you’re the sales consultant you want to sell the appointment on the phone call it’s a lot easier to sell the appointment than it is to sell the car plus a couple things that I want to bring to your attention over 80% of the internet purchase requests that you’re going to deal with so over 80% of people that submit an internet purchase request are going to buy something different when they get into the dealership think about that over 80% of people are going to buy something different either they’re upside down on their trade they can’t afford the car the down payment monthly payment etc their credit is banged up the vehicles not available or they drive you crazy looking for the blue one that doesn’t exist on the showroom so you got to do a dealer swap and lose half a hole back they come in and want the pretty red one so again there are a myriad of reasons why but I’m telling you right now over 80% of people that submit an internet purchase request are going to buy something different so follow my logic why do you want to focus on the car on the availability on the specific and the options and the details and the price and the price and the price and the price on a vehicle they’re not going to buy does that make sense most sales people got the game twisted you got the game twisted people what happens is you’re going to turn around and you are going to focus on what’s not relevant and what’s not powerful and here’s what’s also crazy half the people you talk to or not I’m going to make an appointment actually 75% statistically you’re only going to make twenty five to thirty three percent of the appointments per conversation I’m going to repeat that you’re only going to make about twenty five to thirty three percent of the appointments of the people that you’re speaking to out of those between fifty and sixty five percent of those people are going to actually show up out of those people you’re only going to sell 42 to 48 percent but even if you wanted to simplify it and said 50 50 50 only half of the people and that’s just being very generic I just gave you the real numbers right before this but only how the people you talk to you’re going to even show up out of the people that show up only half those people are going to buy an automobile and out of those people that buy an automobile 80 percent going to buy something different so do you see how ludicrous it is to focus to gravitate to get stuck on the actual vehicle or the pricing because it’s not relevant what is relevant is getting that prospect into the dealership does that make sense I can’t hear you yes okay good so now besides that aspect of it what other strategies do we have okay well the ultimate goal is to get that prospect into the dealership right it’s to sell the appointment that is the ultimate goal but how are you going to do it all right it is really important to understand that if you just ask for something you’ll get some people to say okay this department is not about just asking for appointments this department is not about just selling the appointments this department is about getting appointments to actually show up has anybody been to a store in this room like Kmart or Walmart I have to buy video games for my kids and the cashier asked me for my phone number right well my wife she’s just asking for the Kmart not for being just saying alright there’s gonna be on YouTube so the idea is have you ever been to a store that the cashiers asked you for the phone number I can’t hear you yes okay and have you watched or have you ever given the phone number I have I’ve never gave my phone number but I’ve watched people get the phone but I’m thinking oh my god why are you giving a friggin cashier your personal phone number she don’t need that at Walmart I just bought you know um how was the game Batman Legos all right what does Batman Legos have to do with my phone number I’m true story it’s because the cashier asked that’s simply what it is a matter of fact I’m I I’m gonna show you some Comey guys Kummer let’s go stop what did you do why I know I’m the trainer so because I told you to I didn’t start it turn around and say okay come on guys I just asked you to follow me I just got up and turn on and walked away I look at you you guys are in the hallway looking silly listen to Gloria let’s go back that’s my whole point is that people do you see my point people will just follow now huh okay yes Alma no in all fairness I’m the trainer so you’re technically listening the trainer but you’ve tried that trick it’s funny I mean with your kids or your spouse or your persons that you like to you know hang out with you’re like you what you got to do is you don’t want to just come over here and say come on and then like come on look at them and wait for the negative all you do is say just like I just did is like you know come on with me and just keep walking they will get up and follow you it’s funny as hell but that’s the truth is that people will naturally their non-confrontational there are some people that are difficult but the majority people are not confrontational so again you have not won if you just make the appointment okay that’s the key to this you have not won if you made the appointment you’ve won when they showed up does that make sense yeah calling somebody and saying what’s the best time for you come in after an evening or have you driven it no well come on down it’s whacked because you haven’t built value my salespeople okay you do a product presentation and demo Drive correct for one reason why it starts with a V build value yes milady very good that’s her real name is milady so that’s absolutely correct it’s to build value how are you building value on the phones by saying come on down the average internet prospect is searching five to eight other dealerships five to eight other websites so if you haven’t built value on that phone call if you haven’t built value then why should they actually show sometimes people just make the points just to shut you up okay yeah I’m coming in to buy I ain’t going there or they make the appointment and they’re like they’re coming okay but if you really do your job if you exceed expectations if you exceed their expectations if you blow them away that’s how they’re going to show up that’s why they’re going to show up because you built so much value and them coming in it is more important for them to come in and visit with you than for them not to come and visit with you it when it becomes more important to visit with you than any of the dealership then they’re going to show up does that make sense yeah it’s true so how do you do that that’s the next part of this okay is that you want to with the dealer synergy Foam process our goal is to identify a prospects wants wishes expectations then we need to meet them and then we need to exceed them because we all agree just so we got it quick Shelia do you all agree that our goal should be to exceeding prospects expectations yes all together yes okay well here’s a crazy thing how can we exceed something if we never bother to identify what their true wants wishes and expectations are it’s not just to door for door that’s not have you driven or not driven if you want to domestic your import it’s also about what what is important to them price availability convenience isn’t it about safety is it about convenience is about service whatever do you see them Sam so our goal our strategy of the phones not our ultimate strategy our ultimate strategy to get the prosper to come in but how do we get them to come in our our mission is to identify their wants wishes expectations our mission is to meet them our mission is to exceed them does that make sense the final aspect I’m going to say to this is that when you’re making an outbound phone call you usually have the prospects name phone number email address some of the basic information so what your main priority is is to sell the appointment if you can’t sell the appointment set up for quality tee up on an inbound phone call you don’t have any other contact information even if you have caller ID I wouldn’t trust it so your number one mission when you’re taking your inbound phone calls is to get contact information it’s not to sell the appointment when you’re taking an inbound phone call hey thank you for calling builder behind a Shawn speaking are you calling about one of our specials that’s proper way I would do a phone up by the way all right thank you for calling bill doobie Hyundai Shawn speaking are you calling about one of our sales no okay your name is do you see how I said that they said no if they said yes awesome your name is Mike because I know that in my strategy on an inbound phone call my number one focus not solely appointments to get their information what happens about to make an awesome phone friend I take an awesome phone call I think they’re coming in but oh man I I didn’t even bother getting their name or their phone number they don’t show up Bethany has ever happened before okay it’s having to be before it’s due before I got with the program you know so when you take in an inbound phone call your number one strategy is to get the contact information then sell the appointment and if you cancel appointment gather as much information for a quality T oh okay when you are making an outbound phone call your number one strategy is just to sell the appointment or if you can’t do that is to set up for quality t o make sense this video is going to be on automotive internet sales calm


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