A neat thing I noticed while training one of the newest members of our net department caught my attention this week. If anyone out there is having anything but excellent results with their new hires this maybe something to look into.
In our net department we have a proven set of practices we follow to get the best results. One of the main ideas we focus on is getting our leads on the phone to sell them on an appointment. Notice I said appointment, not a car. Here is where his confusion started.
For anyone new in the business this may be a hard idea to grasp until they become fully fluent in our best practices. My new trainee is doing a great job, however, he was way to hung up on selling his prospects a car over the phone. While listening to him work I noticed him struggling with issues such as price and availability, both issues we have rebuttals for, but they were causing a bit of call reluctance in this case. After a few bad calls where he ran into what in his eyes were unsurmountable obstacles he became frustrated he was unable to set appointments with these prospective buyers. He was focusing on selling them a car...and that was the problem.
Something we strive to do, as I previously mentioned, is getting the prospect on the phone to sell the appointment not the car. To help clarify this I went over a few of our most successful rebuttals to use when he ran into obstacles and a few points to focus on the help him sell our dealership and the appointment rather than selling a car over the phone. We all know its extremely difficult to sell a lead over the phone, but once they arrive anything can happen. This was an oversight on my part, assuming that the trainee understood the theory behind the practice. After working with him on some of his hang ups about common problems and how to address them, as well as what he would need to do to sell the appointment, he got a much better picture of what his goal was when he got a customer on the phone. He didn't have to worry about selling the car, just the appointment. He set three for the day and one of them wound up being a sale.
This simple adjustment where he realized that his goal was much simpler than what he thought and easier to attain than he was experiencing boosted his confidence greatly and helped him understand his job much better. I know for a fact now that he is looking forward to making his calls tomorrow and getting those appointments on the board!