How do you stop the BE BACK BUS?
How do you stop the BE BACK BUS?
I've always been amazed that when a customer says they will be back, how many Sales people and Managers agree right then and there and say good bye. There's a fine line between being pushy, and then again the same holds true for not going the extra mile to make them a deal right then and there.
What are some methods to stop a customer from leaving and jumping on the Be Back Bus?
Replies to This Discussion
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Permalink Reply by Stan Sher on
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Sell yourself right the first time and give the prospect a reason to buy now vs. later.
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Permalink Reply by Mike Stoner on -
Hi Bobby,
Jackie Cooper said: Your CLOSE always comes on the customers counter to your proposal.
My firm belief is that when unable to get an offer from the customer after making our proposal we have two choices:
1. Apply the pressure and escalate that pressure to the point where they buy or want to kill us. IF we get to a deal it is generally a nothin' deal and to top it off we get a bad survey. No one is happy. The customer's unhappy cause we took so much of his time and applied the pressure. We're unhappy because the customer is such a mooch and wouldn't just lay down.
Pressure exists in every transaction and we must apply it. The question is is that pressure at a level that is acceptable or is it offensive? We have a difficult time believin that whatever we do would ever be considered offensive but in actuality that line is frequently crossed.
2. Give them a release that is different than they will get anywhere else and ensures a high percentage of them will actually return. Attempt to schedule the return appointment. I've personally closed many, many deals that left the dealership, went somewhere else and then hopped the be-back bus showing up at our dealership later that same day in order to pay us all the money because we did not degenerate to the point of throwing lots of low ball if I could would ya's.
It is a fact there is a be-back bus. I want my dealer clients to understand that they want to be the destination for that bus and it's passengers (buyers). We've got to let go of the idea that if they don't buy on the spot that we won't see them again. Of course make reasonable efforts to close RIGHT NOW but know where the line is and don't cross it.
Have a process that is better than the other guys is and they'll come back. Customers have low expectations of us already so it is extremely easy to exceed those expectations.
Mike Stoner
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Permalink Reply by Bobby Compton on
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Great point out Stan, could start with a proper meet and greet! One chance at a first impression...
Stan Sher said:
Sell yourself right the first time and give the prospect a reason to buy now vs. later.
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Very nice share Mike! I couldn't agree with you more in respects to there being a Be Back Buss that actually works if set up the RIGHT way! I think that many miss the opportunity to close a deal right here and NOW because they believe all customers will be back, and never know how to apply that pressure as you call it to create the deal now.
What's your methods of creating that pressure to close the deal now?
Shopper Stopper YOU ROCK...
Mike Stoner said:Hi Bobby,
Jackie Cooper said: Your CLOSE always comes on the customers counter to your proposal.
My firm belief is that when unable to get an offer from the customer after making our proposal we have two choices:
1. Apply the pressure and escalate that pressure to the point where they buy or want to kill us. IF we get to a deal it is generally a nothin' deal and to top it off we get a bad survey. No one is happy. The customer's unhappy cause we took so much of his time and applied the pressure. We're unhappy because the customer is such a mooch and wouldn't just lay down.
Pressure exists in every transaction and we must apply it. The question is is that pressure at a level that is acceptable or is it offensive? We have a difficult time believin that whatever we do would ever be considered offensive but in actuality that line is frequently crossed.
2. Give them a release that is different than they will get anywhere else and ensures a high percentage of them will actually return. Attempt to schedule the return appointment. I've personally closed many, many deals that left the dealership, went somewhere else and then hopped the be-back bus showing up at our dealership later that same day in order to pay us all the money because we did not degenerate to the point of throwing lots of low ball if I could would ya's.
It is a fact there is a be-back bus. I want my dealer clients to understand that they want to be the destination for that bus and it's passengers (buyers). We've got to let go of the idea that if they don't buy on the spot that we won't see them again. Of course make reasonable efforts to close RIGHT NOW but know where the line is and don't cross it.
Have a process that is better than the other guys is and they'll come back. Customers have low expectations of us already so it is extremely easy to exceed those expectations.
Mike Stoner
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Permalink Reply by Mike Stoner on
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Thanks Bobby.
Make your proposal (our presentation is unique in the industry). When no commitment ask a very direct question (pressure) "is there any number at which you'd buy this car right now"? When the answer is no make another gentle run (more pressure) at the any figure close, if still no, excuse yourself to get copies for them to take and turn the deal. Person introduced as higher authority makes yet another run at the any figure close (more pressure) and if not they must be released.
The pressure is not only acceptable it's barely perceivable, yet it's there. If they say no to those direct questions and do so to 2 different people (asked 3 times) I don't believe there will be a comittment that is worth having. Continuing to ask won't change the answer and throwing money will only damage if not destroy any opportunity you may have with them in the future.
The technique is one the few "kicks" that have been practiced 10,000 times (see my post here) for that reference.
Bobby Compton said:
Very nice share Mike! I couldn't agree with you more in respects to there being a Be Back Buss that actually works if set up the RIGHT way! I think that many miss the opportunity to close a deal right here and NOW because they believe all customers will be back, and never know how to apply that pressure as you call it to create the deal now.
What's your methods of creating that pressure to close the deal now?
Shopper Stopper YOU ROCK...
Mike Stoner said:Hi Bobby,
Jackie Cooper said: Your CLOSE always comes on the customers counter to your proposal.
My firm belief is that when unable to get an offer from the customer after making our proposal we have two choices:
1. Apply the pressure and escalate that pressure to the point where they buy or want to kill us. IF we get to a deal it is generally a nothin' deal and to top it off we get a bad survey. No one is happy. The customer's unhappy cause we took so much of his time and applied the pressure. We're unhappy because the customer is such a mooch and wouldn't just lay down.
Pressure exists in every transaction and we must apply it. The question is is that pressure at a level that is acceptable or is it offensive? We have a difficult time believin that whatever we do would ever be considered offensive but in actuality that line is frequently crossed.
2. Give them a release that is different than they will get anywhere else and ensures a high percentage of them will actually return. Attempt to schedule the return appointment. I've personally closed many, many deals that left the dealership, went somewhere else and then hopped the be-back bus showing up at our dealership later that same day in order to pay us all the money because we did not degenerate to the point of throwing lots of low ball if I could would ya's.
It is a fact there is a be-back bus. I want my dealer clients to understand that they want to be the destination for that bus and it's passengers (buyers). We've got to let go of the idea that if they don't buy on the spot that we won't see them again. Of course make reasonable efforts to close RIGHT NOW but know where the line is and don't cross it.
Have a process that is better than the other guys is and they'll come back. Customers have low expectations of us already so it is extremely easy to exceed those expectations.
Mike Stoner
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The more I get to know you the more I like you! We're on the same page with similar philosophy, know when to turn and know when to not to cross the line!
You're on a roll Mike...
Mike Stoner said:Thanks Bobby.
Make your proposal (our presentation is unique in the industry). When no commitment ask a very direct question (pressure) "is there any number at which you'd buy this car right now"? When the answer is no make another gentle run (more pressure) at the any figure close, if still no, excuse yourself to get copies for them to take and turn the deal. Person introduced as higher authority makes yet another run at the any figure close (more pressure) and if not they must be released.
The pressure is not only acceptable it's barely perceivable, yet it's there. If they say no to those direct questions and do so to 2 different people (asked 3 times) I don't believe there will be a comittment that is worth having. Continuing to ask won't change the answer and throwing money will only damage if not destroy any opportunity you may have with them in the future.
The technique is one the few "kicks" that have been practiced 10,000 times (see my post here) for that reference.
Bobby Compton said:
Very nice share Mike! I couldn't agree with you more in respects to there being a Be Back Buss that actually works if set up the RIGHT way! I think that many miss the opportunity to close a deal right here and NOW because they believe all customers will be back, and never know how to apply that pressure as you call it to create the deal now.
What's your methods of creating that pressure to close the deal now?
Shopper Stopper YOU ROCK...
Mike Stoner said:Hi Bobby,
Jackie Cooper said: Your CLOSE always comes on the customers counter to your proposal.
My firm belief is that when unable to get an offer from the customer after making our proposal we have two choices:
1. Apply the pressure and escalate that pressure to the point where they buy or want to kill us. IF we get to a deal it is generally a nothin' deal and to top it off we get a bad survey. No one is happy. The customer's unhappy cause we took so much of his time and applied the pressure. We're unhappy because the customer is such a mooch and wouldn't just lay down.
Pressure exists in every transaction and we must apply it. The question is is that pressure at a level that is acceptable or is it offensive? We have a difficult time believin that whatever we do would ever be considered offensive but in actuality that line is frequently crossed.
2. Give them a release that is different than they will get anywhere else and ensures a high percentage of them will actually return. Attempt to schedule the return appointment. I've personally closed many, many deals that left the dealership, went somewhere else and then hopped the be-back bus showing up at our dealership later that same day in order to pay us all the money because we did not degenerate to the point of throwing lots of low ball if I could would ya's.
It is a fact there is a be-back bus. I want my dealer clients to understand that they want to be the destination for that bus and it's passengers (buyers). We've got to let go of the idea that if they don't buy on the spot that we won't see them again. Of course make reasonable efforts to close RIGHT NOW but know where the line is and don't cross it.
Have a process that is better than the other guys is and they'll come back. Customers have low expectations of us already so it is extremely easy to exceed those expectations.
Mike Stoner
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Permalink Reply by Mike Stoner on
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Thanks again Bobby.
Been on this page for a very long time. The line is easy to "see" if you open your "ears". Properly applied techniques result in the customer crossing over to our side and paying us higher grosses (over $3,500.00 per copy consistently for years) and their being highly satisfied with the purchase experience.
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There's something to be said for satisfied customers - nice point out...
Mike Stoner said:Thanks again Bobby.
Been on this page for a very long time. The line is easy to "see" if you open your "ears". Properly applied techniques result in the customer crossing over to our side and paying us higher grosses (over $3,500.00 per copy consistently for years) and their being highly satisfied with the purchase experience.
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Permalink Reply by Mike Stoner on
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Here's one dealerships video testimonial given just about 10 days ago. Click HERE to see it and there are many more just like it. Import and domestic.
Sorry about the self promotion, just couldn't help myself.
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Permalink Reply by Nico Poullas on
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It all comes down to sales skills. The better trained the better the sales ratios. Good topic
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Permalink Reply by Mike Stoner on
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Many viewing this testimonial initially will not believe it's true because they are unable to imagine their stores doing it.
Mike Stoner said:Here's one dealerships video testimonial given just about 10 days ago. Click HERE to see it and there are many more just like it. Import and domestic.
Sorry about the self promotion, just couldn't help myself.
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I like it Mike! I don't think you're overly self promotional either - Awesome Testimony!
Mike Stoner said:
Here's one dealerships video testimonial given just about 10 days ago. Click HERE to see it and there are many more just like it. Import and domestic.
Sorry about the self promotion, just couldn't help myself.
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