Replies to This Discussion

Permalink Reply by Rachael Schulz Dunbar on October 2, 2010 at 1:34pm

THE CUSTOMERS OF COURSE! The only change the industry needs, in my opinion, is to gain back the trust of the buyer. Some of us are doing so individually and making a small difference....advertising could make a big difference. How about a lead provider that only refers to "trustable" dealerships...

Permalink Reply by David L Hoier on October 2, 2010 at 1:43pm

In a word, OPPORTUNITY. Every customer, every day, every month and every year. No other industry offers you the chance to start new every day. Yesterday is a cancelled check, tomorrow a promissory note but today and every day is a new opportunity. As to changes, dealers must accept the fact that their greatest strength or greatest weakness is their sales staff. So much has changed in my 30+ years in this business but pay plans have remained the same. If we want to attract the best then we must be more competitive with these plans.

Permalink Reply by Joe Brunner on October 2, 2010 at 7:00pm

As a trainer, I love the sales and service part of the car industry. There is nothing better than helping people to help others. Each satisfied customer may say something nice about you, but each unsatisfied customer will be your biggest source of advertisement. That advertisement is all bad!

The biggest change that needs to be made in the industry is to teach people about people before teaching them about selling. All to often, the sales person is thinking too much about the task before the relationship is built.

Personality tests are every where and can enlighten and actually change your way of thinking when you meet a customer and interact with your peers. Glancing at a post does little to change that, but diving into the DISC system, which is my favorite will help people learn the art of relationships. Once the relationship is built, the task becomes a foregone conclusion. Great topic Nancy!

Permalink Reply by NANCY SIMMONS on October 2, 2010 at 8:59pm

Rachael,
I love that you said your favorite thing about the car biz was the customer. Some people I ask this to say opposite... I have literally interviewed hundreds of managers throughout the years seeking employment, and I alway ask these questions...What do you like best? What is your biggest challenge? Most people (because we are in a customer-focus business), say they like the people the most... However, many people also say the people are their biggest challenge...as in trying to please everyone!

How do we regain the trust of the consumer...like you said one at a time... Placing more integrity into our advertising would certainly help! Great point! Especially in print and radio commercials... people are really frustrated with misrepresentation in our ads!
As alway, love your comments, Rachael...Keep them coming....
May I warm your coffee for you????




Rachael Schulz Dunbar said:

THE CUSTOMERS OF COURSE! The only change the industry needs, in my opinion, is to gain back the trust of the buyer. Some of us are doing so individually and making a small difference....advertising could make a big difference. How about a lead provider that only refers to "trustable" dealerships...

Permalink Reply by NANCY SIMMONS on October 2, 2010 at 9:10pm

Thanks so much Joe for your comments!

As an expert in the field of relationship building, you know the importance of the like, respect, and trust factor that needs to be there in order for the client to feel 100% comfortable with their major purchase of an automobile! Too bad more people in our business, in the dealership, do not comprehend this. Universal word tracks are implemented and how often do you hear..."Just do the exact same thing with every customer." This really reduces your closing ratio as opposed to trying to use the language and the responsive actions the prospective client you are dealing with at the moment requires to assist them in making their purchasing decision.

You training is so cool, Joe... I have learned so much from you and I will continue listening to you in hopes of learning more and more...

Thanks again!

Your DISC Coffee is being served on the house this week...It is Delicious, Icy cold, Satisfying, and Creamy

Joe Brunner said:

As a trainer, I love the sales and service part of the car industry. There is nothing better than helping people to help others. Each satisfied customer may say something nice about you, but each unsatisfied customer will be your biggest source of advertisement. That advertisement is all bad!

The biggest change that needs to be made in the industry is to teach people about people before teaching them about selling. All to often, the sales person is thinking too much about the task before the relationship is built.

Personality tests are every where and can enlighten and actually change your way of thinking when you meet a customer and interact with your peers. Glancing at a post does little to change that, but diving into the DISC system, which is my favorite will help people learn the art of relationships. Once the relationship is built, the task becomes a foregone conclusion. Great topic Nancy!

Permalink Reply by NANCY SIMMONS on October 2, 2010 at 9:18pm

David,

Thanks so much for your ingenious comment here!

I love the word "Opportunity"... It is absolultely my word of the week...I just found out I would be losing my job at the end of the month as the dealership I work at is closing... When asked how I felt about this, I replied, "Opportunity"! Each day we have more opportunities than we are aware of or recognize! Every second we have an opportunity to make a decision to do something positive, constructive, be nice to somebody, etc...

Every person we meet, whether via the internet, the phone, in person, is an opportunity... What you say and do will change the outcome as to whether that opportunity will become a client, a prospect, a future prospect, a person who refers a friend to you, etc... It all comes down to our free will and all the options which present themselves to us during the course of a day! And you are right, each day, is a new open window! Love your positive presentation to the world of automotive sales!

Also, I agree with you on the need for a refreshing look at compensation plans and on-going training! What can we do to change the mindset of the dealers, GM's or decision-makers at the dealership level?

Thanks again so much for your comment!




David L Hoier said:

In a word, OPPORTUNITY. Every customer, every day, every month and every year. No other industry offers you the chance to start new every day. Yesterday is a cancelled check, tomorrow a promissory note but today and every day is a new opportunity. As to changes, dealers must accept the fact that their greatest strength or greatest weakness is their sales staff. So much has changed in my 30+ years in this business but pay plans have remained the same. If we want to attract the best then we must be more competitive with these plans.

Permalink Reply by Craig Lockerd on October 2, 2010 at 9:58pm

My dad told me 40 years ago"Craig this business is to bad to get into and to go to get out of".....40 years later.....

Like best/....The people, I don't know of any industry that the people are more passionate, resilient and positive.
Yes we need change.
More passionate,resilient,and positive people coming into our industry!
AND MORE TRAINING!!!!!!!!!!!!!!!!!!...!!!!
You know what I would really like to see,to hear...to see here on dealerELITE? Stories from Owners, Principles about there first day/days/months in the business ...what the owners like the best,and what changes they would like to see happen.
Maybe most are ok with the status quo?????

Permalink Reply by Craig Lockerd on October 2, 2010 at 9:59pm

...Have you always been this smart and I was just to dumb to notice?
David L Hoier said:

In a word, OPPORTUNITY. Every customer, every day, every month and every year. No other industry offers you the chance to start new every day. Yesterday is a cancelled check, tomorrow a promissory note but today and every day is a new opportunity. As to changes, dealers must accept the fact that their greatest strength or greatest weakness is their sales staff. So much has changed in my 30+ years in this business but pay plans have remained the same. If we want to attract the best then we must be more competitive with these plans.

Permalink Reply by Joe Brunner on October 2, 2010 at 10:18pm

Yelp and dealer rater are a great source of trust.

Rachael Schulz Dunbar said:

THE CUSTOMERS OF COURSE! The only change the industry needs, in my opinion, is to gain back the trust of the buyer. Some of us are doing so individually and making a small difference....advertising could make a big difference. How about a lead provider that only refers to "trustable" dealerships...

Permalink Reply by NANCY SIMMONS on October 2, 2010 at 11:04pm

Craig,

Thanks so much for your words of wisdom!

You are correct... As a Comptroller for a Dealership with over 30+ years experience, I am bewildered that I do not see a lot of involvement from dealer principals or GM's on these sites. This is their business, their capital, time, sweat, and energy is invested in their business and some of the information found here on these sites, could make or break their business. Cries from sales people and managers are made each day appealing for change, with more training and revamped compensation plans. I wrote a discussion on Nothing but Net about a month ago asking if it was time to look at sales consultant's compensation plans again, with really very little response from anyone... The 5 or 6 of us who are in accordance could talk about this until we are blue in the face, but it is not going to change anything unless the players read and buy into it! What can we do to capture the attention of those in the field?





Craig Lockerd said:

My dad told me 40 years ago"Craig this business is to bad to get into and to go to get out of".....40 years later.....

Like best/....The people, I don't know of any industry that the people are more passionate, resilient and positive.
Yes we need change.
More passionate,resilient,and positive people coming into our industry!
AND MORE TRAINING!!!!!!!!!!!!!!!!!!...!!!!
You know what I would really like to see,to hear...to see here on dealerELITE? Stories from Owners, Principles about there first day/days/months in the business ...what the owners like the best,and what changes they would like to see happen.
Maybe most are ok with the status quo?????

Permalink Reply by Craig Lockerd on October 2, 2010 at 11:13pm

....Oh I will come up with something......lol
NANCY SIMMONS said:

Craig,

Thanks so much for your words of wisdom!

You are correct... As a Comptroller for a Dealership with over 30+ years experience, I am bewildered that I do not see a lot of involvement from dealer principals or GM's on these sites. This is their business, their capital, time, sweat, and energy is invested in their business and some of the information found here on these sites, could make or break their business. Cries from sales people and managers are made each day appealing for change, with more training and revamped compensation plans. I wrote a discussion on Nothing but Net about a month ago asking if it was time to look at sales consultant's compensation plans again, with really very little response from anyone... The 5 or 6 of us who are in accordance could talk about this until we are blue in the face, but it is not going to change anything unless the players read and buy into it! What can we do to capture the attention of those in the field?





Craig Lockerd said:

My dad told me 40 years ago"Craig this business is to bad to get into and to go to get out of".....40 years later.....

Like best/....The people, I don't know of any industry that the people are more passionate, resilient and positive.
Yes we need change.
More passionate,resilient,and positive people coming into our industry!
AND MORE TRAINING!!!!!!!!!!!!!!!!!!...!!!!
You know what I would really like to see,to hear...to see here on dealerELITE? Stories from Owners, Principles about there first day/days/months in the business ...what the owners like the best,and what changes they would like to see happen.
Maybe most are ok with the status quo?????

Permalink Reply by Dennis M. Sims on October 4, 2010 at 2:04pm

Nancy,

You asked "What can we do to change the mindset of the dealers, GM's or decision-makers at the dealership level" in one of your comments.

It's my contention that there is NOTHING that can be done. The reason is these Dealers make money in "spite" of themselves, not "because of what they do".

To prove this out, run these thoughts by a "typical" Dealer or GM and see what their comments or insight is:
"Crystal Clear" Processes / Policies / Procedures
"Accountability Management"
Compensation Plans are meant to drive "behavior/results
Gross drives Volume, but Volume does NOT drive Gross
People who feel good about themselves produce good results (And vice versa)

I could add about 100 more. You get my point?

Have you ever heard a Dealer or GM make the statement, "I'm not going to invest in training them until I see how they're going to work out"? Now someone PLEASE explain the logic in that statement. It only goes to show you their mentality. "Shoot from the Hip"!

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