I thought I would share with you a old one but a good one.  23 years ago I had a manager named Gary Askins.  I walked in to the office an arrogant young kid, (who was experiencing some moderate success in the business and thought I knew it all), I told Gary I was done with my customer.  I continued, he's and ass&*@# Gary. This is when I got the lesson I share with everyone two decades later.
Gary said; "no your not, you are not done with that customer until I tell you that you are done with that customer go show them the 96 Jetta."  
Troy said; "they won't buy the Jetta, they want something bigger"
Gary said; "how do you know?  did you show them that car?"
Troy Said; "no, i just think........."
Gary said; "not sure you heard me then, i don't care what you think, go show them the Jetta and sell it like it was gold"
Troy said; "ok boss will do"
An hour and a half later (after we delivered the Jetta) I was in the Gary the GSM's office getting my head ripped off.  He proceeded to tell me that there are two people that no matter how long I am in this business I will not have the luxury of making decisions for.  
One: The customer
Two: The Dealer
Today I still not only teach this concept, I still adhere to it myself.  I can't tell you how many times I have relived that same scenario with me playing the part of Gary.  We simple can't afford to think for the customer.  Only they know what they will buy and if sold with enthusiasm we can sell them 50% more than we do without.  I made that decision for the customer which I truly have never done since.
WE ARE NOT BUYING THE CAR.  THEY ARE.  LET THEM MAKE EVERY DECISION REGARDLESS OF OF OUR OWN THOUGHTS.  WE OWE IT TO THE OWNER/DEALER.  SECONDLY, UNLESS YOUR NAME IS ON THE SIGN OR THE STOCK PAPERS, WE DON'T OWN THE PLACE EITHER....  IT IS UNFAIR TO THE OWNER FOR US TO MAKE ANY DECISIONS THAT WOULD POSSIBLY COST THE DEALERSHIP A DEAL AND GROSS.
So gather up the troops today, talk about the simple fact that they are not allowed to make decisions for the customer or the dealer.  Round table it for a few with them and see what type decisions you can come up with that maybe they are making for the dealer or the customer.  Here is one example to get it started.
Follow up call:  I know every store is different but historically we stink at follow up calls.  If we didn't we wouldn't need all the BDC's we have now.  If a salesman makes the decision to put off calling a customer that really should be followed up he just made a decision for both the customer and the dealer.  He made a decision for the customer that he didn't think the customer would want a follow up call and wasn't close to or serious about buying a car.  He also made a decision for the dealer that the customer was not worth follow up.  If he is wrong, the  customer lost out on a good deal from a good dealership and a good salesman.  The dealer lost out on $3000 GP.  That decision of making that call is not a luxury that sales man should have.
This was a tough one for me to put into words the way it comes out in a sales meeting.  I hope it made sense to all of you who read this every day.  And, Gary if your out there, thanks for being a good manager and not allowing me to get bad habits that are hard to break.   I turned out ok it seems.... 
Remember, Jerks buy cars too,

Troy Spring
President
Dealer World
1-888-904-9994
At Dealer World our job is to make your life inside the dealership better.  So we spend our lives creating and executing ways for you sell more cars and hold more gross every day.

Views: 616

Comment

You need to be a member of DealerELITE.net to add comments!

Join DealerELITE.net

Comment by Troy Spring on April 3, 2012 at 7:46am
Honestly Brad.... so true. lol
Comment by Brad Alexander on April 2, 2012 at 11:06pm
and their money spends better than the rest! Good stuff Troy.
Comment by Troy Spring on April 2, 2012 at 10:57am

Funny Nancy, I really was.  I just had great managers who, luckily for me did not put up with it.....   lol  

Comment by NANCY SIMMONS on April 2, 2012 at 10:51am

Nice job, Troy!  I can't imagine you being a "know it all, arrogant young kid"... LOL  Actually, you really were not, because you took heed and respected the advice of your superior...you listened and learned...and that is the making of a super star!!!!!

Comment by Troy Spring on April 2, 2012 at 8:29am

Thanks again Chip... I thought the same thing that post was a little distasteful. 

Comment by Chip King on April 1, 2012 at 6:13pm

No worries---looks that post was pulled by the good folks at DE anyway...

Comment by Troy Spring on April 1, 2012 at 6:11pm
Thanks Chip. I was seriously a little confused. I appreiate the clearification.
Comment by Chip King on April 1, 2012 at 3:17pm

Sorry- I was commenting on the "Doctor" rule posted---that that was in rather poor taste.... The rest was a great string!!

Comment by Troy Spring on April 1, 2012 at 2:10pm
Not sure I understand the last two comments but apreeciate them all the same.
Comment by Troy Spring on April 1, 2012 at 2:08pm
Manny good catch. Story is real and must have been an 86 VW. Lol But I still remember that day like was yesterday.

Latest Activity

Dave Anderson's blog post was featured

Master the Art of Execution

The reason most organizations fail to achieve desired results is because they lack an effective…See More
yesterday
Sally Whitesell posted a blog post
yesterday
Cory Wright posted a blog post
yesterday
Scot Eisenfelder posted a video

Maximizing Dollar per Unit in Operation

Scot Eisenfelder shares a factor that dealerships should be looking at in order to maximize revenue at their dealerships.
yesterday
Mike theCarGuy Correra posted a video

Social Media vs Broadcast Media

Account Manager Mike Correra explains the difference between social and broadcast media in this video blog.
yesterday
Jim Flint posted a blog post
yesterday
Lehel Reeves posted videos
Thursday
Jeff Cowan posted a blog post

Write Service Podcast: Episode 70- Q & A with Jeff Cowan- Service Advisors MUST LISTEN!

This week, Jeff does some Q & A from his viewers! After Jeff had been on the road for a few…See More
Thursday
Dan Beres posted a blog post
Thursday
John Sternal posted a blog post

Lease Credit Approvals Dip Slightly To 68.9% in August

Lease Approval Ratings Drop Slightly in August Following Increase in JulySwapalease.com, the…See More
Wednesday
Crystal Hartwell posted a blog post

SureSale Certified Increases Used Vehicle Sales and Turn Rates for North Carolina Dealership

 New case study shows how Reed-Lallier Chevrolet leveraged this one-of-a-kind CPO program to…See More
Wednesday
Bill Wittenmyer posted a blog post

Stop being lead-centric. It’s about the customer experience.

Today’s customers expect and demand an amazing customer experience. The dealership with the right…See More
Wednesday
Reynalda Lor posted a discussion

Car Dealership Design Ideas?

Greetings!According to our marketing and HR teams, the sitting arrangements, interior and exterior…See More
Wednesday
Rob Gehring posted a blog post

Overrides

Today’s…See More
Tuesday
Bill Wittenmyer posted a video

WittsWiseWords: Super Workers

Are you setting your employees up for success? In this #WittsWiseWords, automotive retail expert Bill Wittenmyer talks about why your super-start employee ma...
Monday
Michael Trasatti posted a video

New Thought Processes in Hiring

Mike Trasatti shares why companies should rethink their hiring processes in this video blog.
Monday
Samuel posted a blog post

Top Anti Phishing Softwares that are Affordable

As the security threat is increasing more, people look for a secure way to increase their data…See More
Sep 16
Courtney Evans posted a blog post
Sep 13
Anthony Giagnacovo posted a blog post
Sep 13
Mike theCarGuy Correra posted a video

Why Buy In is Important When Adopting New Technology

Account Manager Mike Correra shares why staff buy-in is vital to success when adopting new technology.
Sep 13

Get Newsletter

© 2019   Created by DealerELITE.   Powered by

Badges  |  Report an Issue  |  Terms of Service