I had the luxury of being able to watch a rookie sales manager T.O. his first customer and it reminded me of a few things I've learned along the way.
He was our top salesperson for a few years and took a promotion to management recently. He's good at what he does and it was natural for him to go out and perform his first T.O. When he went out there, he went with confidence and purpose. He wore his best smile and greeted the customer professionally. Where he was located in the showroom, I couldn't hear the conversation, but I was able to watch the body language conversation. He sat just across from the with the salesperson standing up next to his customer. There were smiles, frowns, hand gestures, and of course finger pointing to the sales worksheet. It was obvious he was doing his best to close the sale. Watching the "conversation" unfold was intriguing to watch.
When I was an F&I manager, I had to help close many deals on the floor. I have to tell you, I wasn't that great. One of my colleagues observed me a few times and was disappointed. After a few so-so T.O.s, he called me to his office. He
asked me how I felt speaking with the customer. I said fine I guess. He then stated I didn't look to comfortable and seemed to be a little confrontational. And for those who know me, I'm NOT a confrontational kinda guy. So what did I do in the face of positive criticism, I got confrontational. He stood up from behind his desk and walked around to the chair next to me. He placed one elbow on the table and turned his head to my while making a fist into his cheek. He then took a piece of paper, wrote a few numbers down on it, and started to explain the fake deal he just jotted down. Afterwards he asked, what was different?
This was my first lesson in the art of the T.O. When I went out to T.O. my next deal, I sat WITH the customer rather than across from him. We collaborated and came to an agreement. We shook hands and the deal was made. From then on, I never sat across from a customer again when T.O.ing a deal. What a difference it made!
So I ask you, dE member, please comment on this blog with your best tip to share on how you T.O. your deals!