Comment

Comment by Mark Tewart on December 26, 2012 at 7:30pm

Agreed

Comment by Marsh Buice on December 26, 2012 at 7:27pm

Mark I totally agree; when I try to go in, introduce myself and ask if it's ok to look at their trade. Upon coming back, I thank them and hand the keys back to them. Many dealership personnel looked at me crazy, but if we've done the right things leading up to the sale, we have nothing to fear; it's when we do the whoo-doo w customers do we need to hold keys. If we want leverage, focus on presenting a product that heals their transportation ailments. Thanks Mark for commenting.

Comment by Mark Tewart on December 26, 2012 at 11:04am

I tell a story in my management seminars about how years ago I asked a customer what he disliked about buying a car and he said "When the dealership holds my keys." Obviously, because of this I did not hold his keys. In the next management meeting I expressed that I wanted every salesperson to ask every customer what they did not like about buying a car and make sure to avoid that or pre position this up front. We also started giving the customers keys back and making a big deal of it. My used car managers was expressing angst over this and asked me what happens if we piss off a customer and they are leaving. If we have their keys they have to come back in. My answer was this, "So, let me get this right, we are focusing on what we should do after we piss of customers?" He and everyone else got the point. We went through every point of our process and began to change many outdated and ridiculous points of a sale. We found that we could just let them go because they no longer served us or our customers. We fall into traps of doing things because we have always done them. Critically examine everything on a constant basis. 

Comment by Bobby Compton on December 9, 2012 at 11:55am

Nothing but a big smile my friend! That's an awesome response to your team, I am extremely excited to hear that you implemented this process, you took the initiative upon yourself to give it a go. 

Another aspect I like that you are doing; it's obvious you are a hands on and proactive leader who truly grasps the concept of feeling the clients out, take the temperature of the deal, makes all the difference in the world. 

Anyone can get lucky and sell cars, it takes dedication, devotion and creativity to create the sale!~

You "EXCITE" me my brother, I love to see a real deal professional like yourself not only willing to think outside the box, but takes the time to master the inside of it as well.....

EXCELLENT WORK MY FRIEND....................

Comment by Marsh Buice on December 8, 2012 at 8:41am

Bobby, after seeing your video a yr it so ago, began to consistently return the keys after evaluating their trade. When I do that I introduce myself and let the cust know I am working their deal for them. I like to do that to put them at ease but also take their temperature to see how the atmosphere is. That determines the approach I take in the deal. When I first started returning the keys, the team looked at me like I was crazy. I told them, if we've done our job right, we won't have to hold their keys - they'll want to stay. Learned it from u brother. Thanks for commenting bro.

Comment by Bobby Compton on December 7, 2012 at 2:32pm

"KEY" Factor to your share here. The customer is looking for their keys - I have had great success in returning the customers keys immediately after the used vehicle appraisal, in fact - I recommend pointing out this process to the customer (folks - here are your keys we don't believe in holding them as you may have experienced in the past.) Often times the customer starts to boil and agitation sets in just as soon as they give up their keys, it is a high percentage they have had their keys held on them in the past, simply an easy and ethical approach to creating credibility, likability, and believability (TRUST IS ESTABLISHED AND EARNED BY ACTION, AND DEFINITELY BODY LANGUAGE AS YOU VERY WELL SHARED.)

Excellent share on the manner of delivery. How right you are, we have to discuss tough issues in the deal; it takes that special sauce of compassion, integrity and simple sense servant selling to effectively and successfully increase volume and profits - mainly to accomodate the clients needs and often times - more than the wants. 

Keep em coming brother - See you on the black top!~