Replies to This Discussion

Permalink Reply by Dugan Anderson on September 2, 2011 at 8:51am

The desk is the Salespersons team mate.  Everything the desk does should be positive and should "Progress" the deal.  I have seen desk managers that never say a word to the salesperson, or worse yet desk managers that are critical and negative about any or all of the deal. 

The best scenario is for the desk to acknowledge the salespersons efforts, praise where necessary and walk them through any part of the deal that could cause problems.  Have the salesperson repeat exactly what needs to be relayed to the customer (if unclear or inexperienced) and most importantly, get off their butts and get in there and help when needed.  This last point is probably the most important.  I have seen many a manager that  never moves from behind the desk.

Permalink Reply by Craig Lockerd on September 2, 2011 at 9:13am

Couldn't agree more Dugan.Some of the best training doesn't happen in the meeting/training room ,it happens during each deal that is "desked".....How are you my friend?...Long time.
Dugan Anderson said:

The desk is the Salespersons team mate.  Everything the desk does should be positive and should "Progress" the deal.  I have seen desk managers that never say a word to the salesperson, or worse yet desk managers that are critical and negative about any or all of the deal. 

The best scenario is for the desk to acknowledge the salespersons efforts, praise where necessary and walk them through any part of the deal that could cause problems.  Have the salesperson repeat exactly what needs to be relayed to the customer (if unclear or inexperienced) and most importantly, get off their butts and get in there and help when needed.  This last point is probably the most important.  I have seen many a manager that  never moves from behind the desk.

Permalink Reply by Dugan Anderson on September 2, 2011 at 12:49pm

Doing well as I hope you are.  Still traveling the country helping dealers be better dealers.

Permalink Reply by Richard Emmons on September 2, 2011 at 12:52pm

Between the manager and the salesperson instruction should be given to qualify the customer making sure that they are landed on the correct vehicle with regard to there needs as well as payment, money down, after the million dollar presentation/demonstration of the vehicle of interest. The potential customer should take mental ownership. Pencils should be presented by the salesperson starting out with a high short payment and a substantial down payment. Immediately following the manager should ether assign a TO person or go and greet the customer to explain the numbers with a soled explanation of what they are and why.(credit should be run early) This will insure possible finance options that are correct and buy able to the bank. If a series of options for payment is giving to the client to chouse from they can pick the option that best fits what they will accept. Than the bump from what ever they agree to needs to happen. If not giving a bump they may think that the dealer has not giving enough and it was to easy. "That can cost a deal." What else could happen?  The desk can just give the price to the salesperson high enough to turn the guest into a shopper, or to low that will make a minny deal and rush the process making little profit for both the dealership and the salesperson and no payment leg for Finance.... I know 2 schools of thought there! Without running through Dealer Track 1st you could be on the wrong car, payment % rate and blow the entire deal.  So desk with instruction, skip no steps, run credit early, start high, T.O. early and create excitement at every step. ASK FOR REFURRALS SEVERAL TIMES DURNING THE PROSESS!  A.B.C Always Be Training. A.B.C. Always Be Closing. STAY Positive!!!

Permalink Reply by Craig Lockerd on September 2, 2011 at 3:29pm

Maybe something like this would help? http://youtu.be/6hXmgd3nZBI
Richard Emmons said:

Between the manager and the salesperson instruction should be given to qualify the customer making sure that they are landed on the correct vehicle with regard to there needs as well as payment, money down, after the million dollar presentation/demonstration of the vehicle of interest. The potential customer should take mental ownership. Pencils should be presented by the salesperson starting out with a high short payment and a substantial down payment. Immediately following the manager should ether assign a TO person or go and greet the customer to explain the numbers with a soled explanation of what they are and why.(credit should be run early) This will insure possible finance options that are correct and buy able to the bank. If a series of options for payment is giving to the client to chouse from they can pick the option that best fits what they will accept. Than the bump from what ever they agree to needs to happen. If not giving a bump they may think that the dealer has not giving enough and it was to easy. "That can cost a deal." What else could happen?  The desk can just give the price to the salesperson high enough to turn the guest into a shopper, or to low that will make a minny deal and rush the process making little profit for both the dealership and the salesperson and no payment leg for Finance.... I know 2 schools of thought there! Without running through Dealer Track 1st you could be on the wrong car, payment % rate and blow the entire deal.  So desk with instruction, skip no steps, run credit early, start high, T.O. early and create excitement at every step. ASK FOR REFURRALS SEVERAL TIMES DURNING THE PROSESS!  A.B.C Always Be Training. A.B.C. Always Be Closing. STAY Positive!!!

Permalink Reply by Richard Emmons on September 4, 2011 at 3:40pm

RIGHT ON!  

http://http://www.dealerelite.net/group/whereohwherehavethesalespop...

Permalink Reply by Mark Harrington on September 5, 2011 at 3:40pm

I would be very cautious taking the advice of Richard Emmons.  The days of working deals from the desk that way can get you in trouble.  The enthusiasm and positive is all good, but using words like "leg" can bring you serious problems.  Todays consumers are different and working deals must be different.  Consumers are doing homework long before they show up at your front door.  Most have worked the web from manufacturer sights to dealer rating sights to your own web site and checking reviews of the dealerships they wish to shop.  They shop thier trades at  KBB and Edmunds and are really looking for straight answers.  Every customer should be quoted the same rates preset by the dealership for each term given.  The consumer should completely understand that all rates quoted are for good credit and partucular tier.  The consumer should then be given the option to proceed with payments based on the rate given to everyone or if there is concern, they may request you to run thier credit to assist in making the sale.  Grant Cardone says it best "Give Give Give" , do it straight, and respect the consumers time when working toward the sale.

Permalink Reply by Ernie Kasprowicz on January 21, 2012 at 11:39am

Good advice Mark...do it straight, do it consistently and I will add, do start at full list.  I really like what Jim Ziegler asserts, "Full Price is a Fair Price". No apologies are necessary.  At the very least, with every customer, the desk should start at full price when negotiating...with the exception of the customer who is purchasing a vehicle at a dealership advertised price.   

Mark Harrington said:

I would be very cautious taking the advice of Richard Emmons.  The days of working deals from the desk that way can get you in trouble.  The enthusiasm and positive is all good, but using words like "leg" can bring you serious problems.  Todays consumers are different and working deals must be different.  Consumers are doing homework long before they show up at your front door.  Most have worked the web from manufacturer sights to dealer rating sights to your own web site and checking reviews of the dealerships they wish to shop.  They shop thier trades at  KBB and Edmunds and are really looking for straight answers.  Every customer should be quoted the same rates preset by the dealership for each term given.  The consumer should completely understand that all rates quoted are for good credit and partucular tier.  The consumer should then be given the option to proceed with payments based on the rate given to everyone or if there is concern, they may request you to run thier credit to assist in making the sale.  Grant Cardone says it best "Give Give Give" , do it straight, and respect the consumers time when working toward the sale.