The POWER of the Turnover

John Fairchild — Wed, 19 Jun 2019 18:02:30 +0000

New and Used Car Sales Departments everywhere live and die by the “T/O”. A “T/O” or “Turn Over” is a strategy employed in sales processes universally, to present a prospect with a fresh perspective into the buying process, particularly when the process may have stalled. To give them another point of view when they may have hit a wall.

Your General Manager, General Sales Manager, New Car Manager and Used Car Manager would not DREAM of “letting a customer walk” over the prospect of not speaking to a manager before they left the building. That’s how important the T/O process is. I can’t imagine how many vehicles in your used and new car sales departments actually occurred simply because of the T/O process was employed. Ask your GM!!!!!

This happens simply because customers will get to a point where the personality of the sales person involved may not be able to overcome the objections presented by the customer or really just any other small thing that may be holding the customer’s decision process for ransom. It’s a common process that results in many more sales of new and used vehicles.

So wait, what about Service Department Sales?

Could we rehash and close more sales in service simply by ASKING THE CUSTOMER ONE MORE TIME? Obviously, I’ve baited you with this question because OF COURSE WE CAN! In fact I have introduced this to a number of Dealer clients I work with and ones that have EXECUTED have had phenomenal results! Here are a few things to keep in mind if you want to try this in YOUR store!

Steps to the T/O

Create a T/O log to record your results and track progress. Make sure to include; The Advisor name, the RO number, the type of repair or maintenance done, the Parts amount and the Labor amount. Record the ones you CLOSE and the one’s you DON’T. Over time you can notice trends in WHAT is being sold and by WHO. One store I work with managed to sell $49K in parts & labor in ONE MONTH using this process!
Create a T/O basket – This is a common place the RO’s will be placed should you not be immediately available. In this way, you can call the customer back and have a conversation when you have the time to do so. Even if a day or so has transpired I recommend you still do the call back. ALSO if it’s a WAITER, devise a method to get notified at once if your not in your office so you can take a crack at the folks that are waiting when you can.
Take a “soft sell” approach. This is a time to embrace your customer to ensure they are getting the attention they and YOU want! Building rapport is so important and here’s a perfect opportunity to do so. Start with asking how their visit was handled, how attentive their Advisor was and start a relationship with the customer.
Offer your amenities – It may seem obvious and perhaps your Advisor already did but review your alternative transportation options and also SPECIAL FINANCING choices. Sometimes these opportunities may make your customer reconsider and take you up on a good offer. Sometimes the Advisor may have failed to offer or emphasize it enough in the original approach.
Prioritize your offerings and give options – Be sure to give you customer information on what CAN wait and also what SHOULD NOT wait. Your candidness on WHAT CAN WAIT will give a tremendous amount of weight to your recommendations of what SHOULD NOT wait. By using this approach, you are less likely to “blow people out of the water” with a lot of services and you are providing an option that is different than ALL OR NOTHING.

Training Opportunities Abound

This process will bring you a lot of “AHA!” moments. You will get to see firsthand HOW your Advisors are setting up their estimates and pitching your customers. The very fact that you are T/O-ing deals will force your Advisors to tighten up their methods and hopefully “up their game”. Make sure to “debrief” your Advisors and techs post T/O so they can sharpen their techniques! Did the Advisor offer prioritized choices? Special Financing options? Has the MPI been properly executed? Did your Tech recommend legitimately needed additional services? Are your mandated policies and procedures being followed to the “T”? This will give you easy and ample evidence of real world examples so you can praise when appropriate, coach, counsel and of course, provide discipline when needed.

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7 Mistakes Managers Make That Demotivate Their Employees

Guest Blogger — Mon, 04 Mar 2019 01:00:42 +0000

According to research done on the University of California, motivated workers are about 30% more effective than other employees. They are also 90% less likely to leave the company. Another study, by Gallup, has found that managers effect 70% of the motivation that workers experience. As some management experts state, employees don’t quit their jobs; rather, they quit their managers. Here is what managers do incorrect motivating their employees.

Making Meaningless Guidelines

Companies need rules. However, rules have to be designed with respect for the individual, and not be a quick attempt at generating order. From overzealous rule-making concerning attendance, to cutting down on employee benefits, there are many rules with which the supervisors annoy their staff. When workers feel the need to check their six, they begin to look for another place to function.

Letting Great Work Go Unrecognized

Rewarding achievements is more than making someone feel good. It’s also about demonstrating that you pay attention to who works well and who doesn’t. Recognition, in one type or another, can help create a better atmosphere for success. When you make recognition difficult to find, you send away your best employees.

Employing Mediocre Employees

To many people, the opportunity to work together with intelligent and competent co-workers is a crucial part of the satisfaction that comes with their work. This means that when managers hire thoughtlessly, they take away a good part of the reason existing employees come into work. Cautious, well-planned hiring is an important part of the manager’s job.

Treating Everyone exactly the same

Kids need to be treated the same as everyone else. This works for children because they aren’t graded on performance. The grownup workplace is different. Here workers are usually ranked based on how well they execute their duties. Bringing the equality rule from the planet of children to the grown-up world can cause problems. Adults who work hard and are talented need to be graded on the quality of their work. Grading everyone exactly the same only results in loss of motivation. Supervisors need to be willing to reward quality.

Being Lax with Poor Performers

People don’t always perform at their best and need a little slack every now and then. Laxity all the time, however, can make it seem as though poor performance is acceptable. Best performers anywhere can begin to really feel unappreciated when others at work have the ability to slow down without consequence. It’s important to reward those who perform and use discipline on those who don’t.

Getting Trustworthy

Whether it is a promotion or a chance to create a speech before the CEO, promises to employees need to be kept. When promises are kept, you begin to appear reliable. When promises are not kept, you can’t be relied upon. Since trust is an important part of the work that managers do, it’s important they never do something that erodes this quality.

Managers often stroll a thin line; they need to become the voice of the management and also from the workers. The difficulty of this position, nevertheless , disappears when you realize that all it requires to do well is to be trustworthy and honest.

This particular post appeared first on CBT Automotive System .

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