Replies to This Discussion

Permalink Reply by Stanley Esposito on August 25, 2010 at 1:28pm

Most reps don't make it more then a month. There are many reasons. Some new guys are people who recently have left a job or retired and they always wanted to be a salesman. These are capable guys and gals that are used to being respected and liked. They start selling cars and get very little respect from anyone. It is an adjustment to get cursed out by your new and younger boss.
There is not enough training the new guys are thrown a few brochures and asked to basically stay out of the way and learn. If they survive that they move on to be the personal runner and assistant for the other salesman. It is a sobering experience to go and get lunch and coffee for everyone.
The pay in the beginning is a small salary then 100% commission with a draw. If the new guy does not have a wife who can carry him or great severance package from his previous job he is gone.
The new guy learns almost everything not to do by doing it. Most rules are set after the fact. Some new guys are poisoned by the complainers and negative guys on the floor.
Many new guys have a problem putting in a 60 hour week and then owing the company money.They were told in the interview they can ear six figures. They wonder when the huge checks start rolling in. Car Sales is a tough racket and not for everyone. This is a job that requires many intangibles that simply cannot be taught. In the end you get out what you put in. I like to help out the new guy but many salesman are insecure and turn their backs on the new guy.
After the Salesman survives the initiation it is easy to survive the negative stereotypes. Most are good enough to create word tracks that work. It is not difficult to be less of a jerk than the sales rep at the other store. Once they figure out to sell themselves and the dealership it starts to click.

Permalink Reply by NANCY SIMMONS on August 25, 2010 at 1:59pm

Stanley, Because I know that you are a professional and successful cars salesperson, I was bewildered as I began to read your response, which I may add was great and brutally honest. Perhaps sometimes the truth is more difficult to acknowledge than the rose colored painting sometimes portrayed. It should not be this way, and it brings out a good point that the perception and image reconstruction of the American Car Salesperson starts from within the dealership! Thanks for putting in your 2 cents, Stanley...I applaud you for your honesty...I know this is not the case everywhere, but anwhere is too much! Great discussion...can't wait to hear the "2 cents" from more car folk!

Stanley Esposito said:

Most reps don't make it more then a month. There are many reasons. Some new guys are people who recently have left a job or retired and they always wanted to be a salesman. These are capable guys and gals that are used to being respected and liked. They start selling cars and get very little respect from anyone. It is an adjustment to get cursed out by your new and younger boss.
There is not enough training the new guys are thrown a few brochures and asked to basically stay out of the way and learn. If they survive that they move on to be the personal runner and assistant for the other salesman. It is a sobering experience to go and get lunch and coffee for everyone.
The pay in the beginning is a small salary then 100% commission with a draw. If the new guy does not have a wife who can carry him or great severance package from his previous job he is gone.
The new guy learns almost everything not to do by doing it. Most rules are set after the fact. Some new guys are poisoned by the complainers and negative guys on the floor.
Many new guys have a problem putting in a 60 hour week and then owing the company money.They were told in the interview they can ear six figures. They wonder when the huge checks start rolling in. Car Sales is a tough racket and not for everyone. This is a job that requires many intangibles that simply cannot be taught. In the end you get out what you put in. I like to help out the new guy but many salesman are insecure and turn their backs on the new guy.
After the Salesman survives the initiation it is easy to survive the negative stereotypes. Most are good enough to create word tracks that work. It is not difficult to be less of a jerk than the sales rep at the other store. Once they figure out to sell themselves and the dealership it starts to click.

Permalink Reply by NANCY SIMMONS on August 25, 2010 at 9:44pm

Thanks Taffy...

You are so right as in anything else follow-up is extremely important in training...I like the expressions, "Training is not an event; but an on-going process"! Thanks for your contribution !

Taffy Smith said:

New people coming into this business need more than just initially training. They need to be "trained to retain!"

Permalink Reply by NANCY SIMMONS on August 26, 2010 at 12:58pm

Terry, Thanks for that amazing commentary... You brought up some great points!!!! Communication is key in any relationship!

Terry Gibson said:

Nancy

Your right they are dead and gone and you are also right the persona has always been their, however with the changing landscape of the JOB "just over broke" market automotive is seeing a different person applying.

So being a coach is more important than ever and know if the person is coach-able is even more important.

To change that image first become a better communicator, and here`s how.


In order to be a good communicator, we must have an understanding ofthe basic communication process. The process includes a sender and areceiver. By understanding the obstacles to good communication, we candevelop skills to become more effective communicators.

Four obstacles to good communication:1. Distractions2. Pre-conceived Notions 3. Time 4. Agenda Anxiety

What do we need to have before we can communicate with anyone?
Shouldn't our message be direct and clear?
Should we check to make sure our messagewas received?

Connect : Get on the same wave length with the customer.
Convey : Send a clear, simple message that your audience or customer can understand and relate to.
Check : To see if your audience received the message you sent.

1. List examples of how we can: - Connect - Convey - Check
2. DiscussHow can we make sure that we are receivingthe right message from our customers?

Receiver:
Do most customers think salespeople listen to them?
Do people always say what they mean and mean what they say?
If we misunderstand a customer could that hurt our relationship?
How can we let our customers know we are listening?
How can we make sure that we understand what they mean whenthey say something?

In closing this is one of the best Communication tips I can give.

L.A.E.R.

LISTEN Tune the customer in and tune the world out.Be interesting by being interested.

ACKNOWLEDGE “I understand - I share your concern.”“I see what you mean.”“That makes sense. So what you’re saying is…”“That is an interesting point.”Always maintain good eye contact and sit forward.

EXPLORE Can you tell me more about that?I want to understand but I need some more help.What do you mean by...?

RESPOND Provide answers to the customer’s questions / objections with recommendations1. Offer alternatives.2. A solution statement.3. A suggestion for the next step.4. Ask them what they think could solve their concerns.

Permalink Reply by Craig Lockerd on August 28, 2010 at 11:49am

Outstanding subject!.....12 years and over 10,000 Recruiting and Training Campaigns has given us the chance to hear a lot of "feedback" from dealerships in regard to these subjects.My personal favorite is after we have interviewed,recruited and initially trained a number of people for their dealership{5 Day Process}, weeks later they call back and say "It didn't work,the people YOU "hired" aren"t here anymore".......Depending how that information is put to me at times my question to the dealer has been "Did you guys hire em dead or kill em after you got em?"

Permalink Reply by Craig Lockerd on August 28, 2010 at 11:49am

Outstanding

NANCY SIMMONS said:

Terry, Thanks for that amazing commentary... You brought up some great points!!!! Communication is key in any relationship!

Terry Gibson said:

Nancy

Your right they are dead and gone and you are also right the persona has always been their, however with the changing landscape of the JOB "just over broke" market automotive is seeing a different person applying.

So being a coach is more important than ever and know if the person is coach-able is even more important.

To change that image first become a better communicator, and here`s how.


In order to be a good communicator, we must have an understanding ofthe basic communication process. The process includes a sender and areceiver. By understanding the obstacles to good communication, we candevelop skills to become more effective communicators.

Four obstacles to good communication:1. Distractions2. Pre-conceived Notions 3. Time 4. Agenda Anxiety

What do we need to have before we can communicate with anyone?
Shouldn't our message be direct and clear?
Should we check to make sure our messagewas received?

Connect : Get on the same wave length with the customer.
Convey : Send a clear, simple message that your audience or customer can understand and relate to.
Check : To see if your audience received the message you sent.

1. List examples of how we can: - Connect - Convey - Check
2. DiscussHow can we make sure that we are receivingthe right message from our customers?

Receiver:
Do most customers think salespeople listen to them?
Do people always say what they mean and mean what they say?
If we misunderstand a customer could that hurt our relationship?
How can we let our customers know we are listening?
How can we make sure that we understand what they mean whenthey say something?

In closing this is one of the best Communication tips I can give.

L.A.E.R.

LISTEN Tune the customer in and tune the world out.Be interesting by being interested.

ACKNOWLEDGE “I understand - I share your concern.”“I see what you mean.”“That makes sense. So what you’re saying is…”“That is an interesting point.”Always maintain good eye contact and sit forward.

EXPLORE Can you tell me more about that?I want to understand but I need some more help.What do you mean by...?

RESPOND Provide answers to the customer’s questions / objections with recommendations1. Offer alternatives.2. A solution statement.3. A suggestion for the next step.4. Ask them what they think could solve their concerns.

Permalink Reply by Craig Lockerd on August 28, 2010 at 11:50am

In some stores Stan,sad but true.....sooooo what's the answer?

NANCY SIMMONS said:

Stanley, Because I know that you are a professional and successful cars salesperson, I was bewildered as I began to read your response, which I may add was great and brutally honest. Perhaps sometimes the truth is more difficult to acknowledge than the rose colored painting sometimes portrayed. It should not be this way, and it brings out a good point that the perception and image reconstruction of the American Car Salesperson starts from within the dealership! Thanks for putting in your 2 cents, Stanley...I applaud you for your honesty...I know this is not the case everywhere, but anwhere is too much! Great discussion...can't wait to hear the "2 cents" from more car folk!

Stanley Esposito said:

Most reps don't make it more then a month. There are many reasons. Some new guys are people who recently have left a job or retired and they always wanted to be a salesman. These are capable guys and gals that are used to being respected and liked. They start selling cars and get very little respect from anyone. It is an adjustment to get cursed out by your new and younger boss.
There is not enough training the new guys are thrown a few brochures and asked to basically stay out of the way and learn. If they survive that they move on to be the personal runner and assistant for the other salesman. It is a sobering experience to go and get lunch and coffee for everyone.
The pay in the beginning is a small salary then 100% commission with a draw. If the new guy does not have a wife who can carry him or great severance package from his previous job he is gone.
The new guy learns almost everything not to do by doing it. Most rules are set after the fact. Some new guys are poisoned by the complainers and negative guys on the floor.
Many new guys have a problem putting in a 60 hour week and then owing the company money.They were told in the interview they can ear six figures. They wonder when the huge checks start rolling in. Car Sales is a tough racket and not for everyone. This is a job that requires many intangibles that simply cannot be taught. In the end you get out what you put in. I like to help out the new guy but many salesman are insecure and turn their backs on the new guy.
After the Salesman survives the initiation it is easy to survive the negative stereotypes. Most are good enough to create word tracks that work. It is not difficult to be less of a jerk than the sales rep at the other store. Once they figure out to sell themselves and the dealership it starts to click.

Permalink Reply by Stanley Esposito on August 28, 2010 at 1:40pm

Craig,
I think it takes a commitment and a process. There needs to be a person to coach and mentor the new guys and be right there for them to give them instant feedback for a few weeks. This takes time and money Dealers get what they pay for. The new sales reps need to come to work with a purpose other then getting out of the way. You also need to hire people who can think for themselves and are self motivated. It is not easy but hey if you want to be the best you have to out work the other guys!


Craig Lockerd said:

In some stores Stan,sad but true.....sooooo what's the answer?

NANCY SIMMONS said:

Stanley, Because I know that you are a professional and successful cars salesperson, I was bewildered as I began to read your response, which I may add was great and brutally honest. Perhaps sometimes the truth is more difficult to acknowledge than the rose colored painting sometimes portrayed. It should not be this way, and it brings out a good point that the perception and image reconstruction of the American Car Salesperson starts from within the dealership! Thanks for putting in your 2 cents, Stanley...I applaud you for your honesty...I know this is not the case everywhere, but anwhere is too much! Great discussion...can't wait to hear the "2 cents" from more car folk!

Stanley Esposito said:

Most reps don't make it more then a month. There are many reasons. Some new guys are people who recently have left a job or retired and they always wanted to be a salesman. These are capable guys and gals that are used to being respected and liked. They start selling cars and get very little respect from anyone. It is an adjustment to get cursed out by your new and younger boss.
There is not enough training the new guys are thrown a few brochures and asked to basically stay out of the way and learn. If they survive that they move on to be the personal runner and assistant for the other salesman. It is a sobering experience to go and get lunch and coffee for everyone.
The pay in the beginning is a small salary then 100% commission with a draw. If the new guy does not have a wife who can carry him or great severance package from his previous job he is gone.
The new guy learns almost everything not to do by doing it. Most rules are set after the fact. Some new guys are poisoned by the complainers and negative guys on the floor.
Many new guys have a problem putting in a 60 hour week and then owing the company money.They were told in the interview they can ear six figures. They wonder when the huge checks start rolling in. Car Sales is a tough racket and not for everyone. This is a job that requires many intangibles that simply cannot be taught. In the end you get out what you put in. I like to help out the new guy but many salesman are insecure and turn their backs on the new guy.
After the Salesman survives the initiation it is easy to survive the negative stereotypes. Most are good enough to create word tracks that work. It is not difficult to be less of a jerk than the sales rep at the other store. Once they figure out to sell themselves and the dealership it starts to click.

Permalink Reply by Craig Lockerd on August 28, 2010 at 3:10pm

Without a doubt Stan that IS one of the answers!!!!!!!!!

Stanley Esposito said:

Craig,
I think it takes a commitment and a process. There needs to be a person to coach and mentor the new guys and be right there for them to give them instant feedback for a few weeks. This takes time and money Dealers get what they pay for. The new sales reps need to come to work with a purpose other then getting out of the way. You also need to hire people who can think for themselves and are self motivated. It is not easy but hey if you want to be the best you have to out work the other guys!


Craig Lockerd said:

In some stores Stan,sad but true.....sooooo what's the answer?

NANCY SIMMONS said:

Stanley, Because I know that you are a professional and successful cars salesperson, I was bewildered as I began to read your response, which I may add was great and brutally honest. Perhaps sometimes the truth is more difficult to acknowledge than the rose colored painting sometimes portrayed. It should not be this way, and it brings out a good point that the perception and image reconstruction of the American Car Salesperson starts from within the dealership! Thanks for putting in your 2 cents, Stanley...I applaud you for your honesty...I know this is not the case everywhere, but anwhere is too much! Great discussion...can't wait to hear the "2 cents" from more car folk!

Stanley Esposito said:

Most reps don't make it more then a month. There are many reasons. Some new guys are people who recently have left a job or retired and they always wanted to be a salesman. These are capable guys and gals that are used to being respected and liked. They start selling cars and get very little respect from anyone. It is an adjustment to get cursed out by your new and younger boss.
There is not enough training the new guys are thrown a few brochures and asked to basically stay out of the way and learn. If they survive that they move on to be the personal runner and assistant for the other salesman. It is a sobering experience to go and get lunch and coffee for everyone.
The pay in the beginning is a small salary then 100% commission with a draw. If the new guy does not have a wife who can carry him or great severance package from his previous job he is gone.
The new guy learns almost everything not to do by doing it. Most rules are set after the fact. Some new guys are poisoned by the complainers and negative guys on the floor.
Many new guys have a problem putting in a 60 hour week and then owing the company money.They were told in the interview they can ear six figures. They wonder when the huge checks start rolling in. Car Sales is a tough racket and not for everyone. This is a job that requires many intangibles that simply cannot be taught. In the end you get out what you put in. I like to help out the new guy but many salesman are insecure and turn their backs on the new guy.
After the Salesman survives the initiation it is easy to survive the negative stereotypes. Most are good enough to create word tracks that work. It is not difficult to be less of a jerk than the sales rep at the other store. Once they figure out to sell themselves and the dealership it starts to click.

Permalink Reply by Craig Lockerd on August 28, 2010 at 3:21pm

Jake does your Dealer know how good he has it with you at the helm of his ship???

Jake Fisher said:

I see the automotive industry changing on a daily basis, a lot of stores are slowly coming into the light that training and respect is something every new and old sales personalities need. The hard part is the owners say one thing and tend to think it is really going on, but they are forgetting to inspect what they expect. I see the future of the automotive industry changing drastically soon. Dealers more and more are looking for ways to cut back and in some areas that’s a great idea. But in training that is the worst idea. Would any of us go to a doctor that did well in college 10 years ago, but really hasn't kept up to date with all the new advancements in medicine? NO way, so why is it ok to let salespeople suffer without training. As managers it is our duty to stay on top of all the new and forging trends in our market and teach others. If anything in a down market your training expenses should go up, not down and it starts at the top. Dealers we are no longer in an age where throwing someone to the wolves to fend for themselves is possible. The days of keeping salespeople in the dark and beating them up mentally and emotional are a thing of the past. Customer Satisfaction is key NOW. To accomplish that employee satisfaction is very important. If you don’t train your employees and treat them with respect, how can you expect them to treat your customers with respect? Up to date training and giving respect to your employees is a success plan a lot of fortune 500 companies use, why is it so hard for us in the automobile industry to get.

Permalink Reply by NANCY SIMMONS on August 28, 2010 at 3:35pm

Jake, as usual! Such a keen observation of the current rapid paced evolution of the dealership dynamics... The personality metamorphosis of the client attributes greatly to the changing dynamics of the dealerships as well. From the coveting baby-boomers to the X/Y generations of today, they want different, they expect different. They don't enjoy the thrill of the negotiation process as our parents' generation did. Their time is money, with the aid of their technical know-how, they have done their research, and they want direct answers and speedy and efficient service provided. When a dealer says they cannot afford the expense of training, it really means they cannot afford not to train!

Jake Fisher said:

I see the automotive industry changing on a daily basis, a lot of stores are slowly coming into the light that training and respect is something every new and old sales personalities need. The hard part is the owners say one thing and tend to think it is really going on, but they are forgetting to inspect what they expect. I see the future of the automotive industry changing drastically soon. Dealers more and more are looking for ways to cut back and in some areas that’s a great idea. But in training that is the worst idea. Would any of us go to a doctor that did well in college 10 years ago, but really hasn't kept up to date with all the new advancements in medicine? NO way, so why is it ok to let salespeople suffer without training. As managers it is our duty to stay on top of all the new and forging trends in our market and teach others. If anything in a down market your training expenses should go up, not down and it starts at the top. Dealers we are no longer in an age where throwing someone to the wolves to fend for themselves is possible. The days of keeping salespeople in the dark and beating them up mentally and emotional are a thing of the past. Customer Satisfaction is key NOW. To accomplish that employee satisfaction is very important. If you don’t train your employees and treat them with respect, how can you expect them to treat your customers with respect? Up to date training and giving respect to your employees is a success plan a lot of fortune 500 companies use, why is it so hard for us in the automobile industry to get.

Permalink Reply by Stanley Esposito on August 28, 2010 at 5:10pm

Jake,
Good post! The days of keeping salespeople are indeed in the past. Good Salesman are hard to come by so they need to be treated with respect.

Jake Fisher said:

I see the automotive industry changing on a daily basis, a lot of stores are slowly coming into the light that training and respect is something every new and old sales personalities need. The hard part is the owners say one thing and tend to think it is really going on, but they are forgetting to inspect what they expect. I see the future of the automotive industry changing drastically soon. Dealers more and more are looking for ways to cut back and in some areas that’s a great idea. But in training that is the worst idea. Would any of us go to a doctor that did well in college 10 years ago, but really hasn't kept up to date with all the new advancements in medicine? NO way, so why is it ok to let salespeople suffer without training. As managers it is our duty to stay on top of all the new and forging trends in our market and teach others. If anything in a down market your training expenses should go up, not down and it starts at the top. Dealers we are no longer in an age where throwing someone to the wolves to fend for themselves is possible. The days of keeping salespeople in the dark and beating them up mentally and emotional are a thing of the past. Customer Satisfaction is key NOW. To accomplish that employee satisfaction is very important. If you don’t train your employees and treat them with respect, how can you expect them to treat your customers with respect? Up to date training and giving respect to your employees is a success plan a lot of fortune 500 companies use, why is it so hard for us in the automobile industry to get.