Thank you! Good stuff and it is puzzling that asking questions, in general, is not taught more in sales, regardless of industry. Also like how you point out the need to have a real conversation--in short, listen and respond. Don't just check off your answers but listen to the customer's response, paying attention to their delivery. This will tell you what follow-up questions, if any need to be asked, and help better identify the situation. Example:
"Oh, I absolutely cannot have a red car." (In response to 3-5 must-haves.)
"Okay, and why not red, in particular?"
"My insurance will just go through the roof and be too expensive." (Hmm. Need some more follow-up questions, as could be an alert about ability pay, etc.)
Again, really good stuff, Moe. Thanks for sharing.
Chris K Leslie
His keynote was so good at DSES. I think we can all learn a lot from looking outside the automotive world.
Great takeaways Bill. I feel a lot of these symptoms are dropped into the "Millennials" bucket but it can happen to anyone. Taking the time regularly to self-reflect to see if we are infected with "Only Person in the World" disease seems like a good use of time. .
It's a common scenario: drivers eating, texting, talking on the phone, taking care of personal grooming, or even reading while on the road.
Available safety features vary by model. See dealer for details. Safety or driver assistance features are no substitute for the driver's responsibility to operate the vehicle
Thanks, Bart. I am a huge fan of the dealerships that have moved from the traditional Sales Consultant to the Product Specialist role. I think this is a much more desirable role for women. Product Specialists earn a guaranteed base salary and can also receive commissions or bonuses for hitting specific targets. In order for this to work, dealerships must have true leaders at the helm of their sales teams that are capable of coaching their teams to success while still holding them accountable for delivering results. Otherwise, many dealers will be hesitant to guarantee income when there is no guarantee their employees will generate revenue for them in return. If there is a guaranteed base salary, your Product Specialists don't have to be at the dealership for 12 hours a day just to get by so they have a work-life balance. As a result, they don't burn out so fast, they are motivated to perform, and they are not leaving after 90 days.
Great insight Ian. Thanks for sharing.
Thanks and not at all. Hiring depends on factors like the position, your current team (you want to complement it, not necessarily keep adding what's working well--consider what isn't working well, too. What traits do you need to remedy that?), salary, etc.
When it comes to sales, I advocate considering anyone who SHOWS you versus anyone who TELLS you. For instance, let's say you put an ad online you are looking for sales people. You get fifty resumes emailed to you the first day the ad is run, of various experience, with some being top industry sales reps. The next day. someone without any sales experience walks into your dealership, professionally dressed, and drops off their resume in person during their lunch hour. That person has SHOWN you value; I strongly encourage you interview them!
One of the best hires I ever made was in the for-profit education industry. I was director of admissions (sales) and someone with a master's degree in education who had absolutely no education or sales experience, applied. She opened her cover letter with a question, "Will you take the time to review the resume of someone who is hungry but has never worked in education or sales or simply disregard her?" That grabbed me, kept me reading, and her last sentence, "Let's go get those students!" made me review her resume. She had customer-facing experience (waitress, fast food counter, etc). I interviewed her, where she was honest about her goals--she wanted to be a dean and needed to get her foot in the door. When I told her she could be making upward of 100 calls a day, she said, "Great! Where's the phone?" She was the 2nd highest performing sales person I've ever hired in any industry.
She had SHOWN me desire, creativity, conviction, honesty, drive, fearlessness, and self-awareness, not to mention interpersonal skills. I knew I had a solid training program that would teach her what she needed to know and do to be successful on the job, so I hired her.
She complemented my small team, at the time, very well--I had a seasoned vet, myself, and now someone I could mold who didn't bring any bad habits or baggage with her, because she had never sold, let alone sold in the industry, previously. Not bringing baggage can be a huge advantage, if you have a solid training program. If you don't have a solid training program, you are limited in who can hire, nearly making it impossible to hire people like her... people who could be YOUR 2nd highest performing sales rep, ever!
Good question, Bart; thanks for asking.
Great insight. These questions seem to be geared toward someone that has sales experience. Are you an advocate for hiring ONLY individuals that have sold in the past (regardless of Best Buy, dealership, etc)?