Everybody Wins!
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This document provides an overview of a training program focused on improving customer experience and sales processes at car dealerships. The summary includes: 1. The training program promises immediate improvements to key customer touchpoints like the meet and greet process as well as insights into reading customers to get them interested in a vehicle. 2. It emphasizes making learning fun and interactive for participants while ensuring they leave with concepts they can easily implement when helping the next customer. 3. The document highlights positive reviews and results from dealerships that have worked with the training program, including increased customer satisfaction scores and sales.
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Everybody Wins!
- 2. 1. Instant behavioral change to the meet and greet process 2. Immediate insights into reading people to get them inside the door 3. Measurable implementation of word tracks during the everybody wins process 4. Tangible change to delivery 5. Instant results in CSI, Closing Ratio, Everybody Wins!
- 4. I make the learning fun I know how to sell it instead of just tell it People walk away with the concepts in their bones ready to implement with the next customer that walks in the door I’m playfully relentless! You will learn the concepts ready or not! Everybody Wins!
- 5. I have turned around the most angry, closed, bitter, old timers into loyal participants – begging for more. I have worked in the trenches, behind the desk, on the front line, in the Saturday A.M. Conference room for hundreds of stores, and multiple franchises operations I’ve been a confidante to hundreds of dealership executives behind closed doors. Everybody Wins!
- 6. 1000’s of hours of cutting edge training from manufactures like Saturn Plant I’ve worked with Dealerships executives and every employee in the trenches, Zone Support one on one and groups I’ve written, trained, and facilitated, hundreds of different improvement programs, training classes, empowerment endeavors Everybody Wins!
- 7. Training is usually all tell in one moment. Mine is interactive, hands on Pre and post work with on-going measurable, tangible support Everybody Wins!
- 8. Where’s the “acute pain” “that’s the way it is” – NOT! Give up the time and money to re-prioritize end of year priorities Feel the pain of not taking action sooner Everybody Wins!
- 9. Everyone Wins! ◦ 1-day experience that turns scared adversaries into loyal advocates Everybody Wins!
- 10. Licensed Psychologist 25 year Automotive Industry Professional Helped hundreds of dealerships move the needle on CSI scores and improve bottom line Everybody Wins!
- 11. ““Beth Halbert has been tremendous in coaching andBeth Halbert has been tremendous in coaching and training our team at Capitol VW. Her consulting has helpedtraining our team at Capitol VW. Her consulting has helped our CEI score jump up every month and overall in a shortour CEI score jump up every month and overall in a short span of 3 months up 3 percent from 92% to 95%. Our customerspan of 3 months up 3 percent from 92% to 95%. Our customer satisfaction is at an all-time high and our staff is competentsatisfaction is at an all-time high and our staff is competent and confident now. I highly recommend Beth to anyoneand confident now. I highly recommend Beth to anyone who wants to get amazing results in their dealership.”who wants to get amazing results in their dealership.” -Giovanni Barboza; Sales Manager, Capitol VW, #1 VW-Giovanni Barboza; Sales Manager, Capitol VW, #1 VW Volume Dealership in Northern CaliforniaVolume Dealership in Northern California Everybody Wins!
- 12. ““The hands on training was fun,The hands on training was fun, informative and great having multipleinformative and great having multiple visits to get to see the progress.” -Kellivisits to get to see the progress.” -Kelli Lyons: CR Manager, Stevens Creek VWLyons: CR Manager, Stevens Creek VW Everybody Wins!
- 13. Beth helped us improve on Delivery and moreBeth helped us improve on Delivery and more knowledge about the products, she helped theknowledge about the products, she helped the managers know what the sales consultantsmanagers know what the sales consultants needed to learn and how they needed to presentneeded to learn and how they needed to present the material to the customers. The salesthe material to the customers. The sales consultants have implemented the training inconsultants have implemented the training in how they are working with and deliveringhow they are working with and delivering features to customers. Now the managers knowfeatures to customers. Now the managers know what we need to do on a weekly basis to addresswhat we need to do on a weekly basis to address the areas of weakness. Raza Tharamarajah;the areas of weakness. Raza Tharamarajah; Sales Manager, Stevens Creek VWSales Manager, Stevens Creek VW 12/9/1112/9/11Everybody Wins!
- 14. ““Beth Halbert is not like any other trainer/coach we haveBeth Halbert is not like any other trainer/coach we have ever had. She keeps it interesting, has an unusual demeanorever had. She keeps it interesting, has an unusual demeanor that keeps everyone involved, she has patience andthat keeps everyone involved, she has patience and understanding when the guys are interested or out of theunderstanding when the guys are interested or out of the training she treats them the same until they all choose totraining she treats them the same until they all choose to come around for the assistance. She goes with the flow andcome around for the assistance. She goes with the flow and keeps the presentation productive.keeps the presentation productive. We have had huge results – in the past we paid $100.00 forWe have had huge results – in the past we paid $100.00 for 100% surveys results and in the last 3 years we have not ever100% surveys results and in the last 3 years we have not ever been this high and have never had the results we’ve had withbeen this high and have never had the results we’ve had with Beth in the last 3 months. We have gone from 90 to 95% CSIBeth in the last 3 months. We have gone from 90 to 95% CSI in the past 3 months.” -Dave Halvorsenin the past 3 months.” -Dave Halvorsen Everybody Wins!
- 15. ““Don’t mess with Dr. Beth. She will makeDon’t mess with Dr. Beth. She will make sure you know your stuff before thesure you know your stuff before the learning experience is over!! Thanks solearning experience is over!! Thanks so much Beth for all your help gettingmuch Beth for all your help getting everyone trained.” -Ron Simi: Saleseveryone trained.” -Ron Simi: Sales Elite, 12 Yr VW Rep, Top 50 in theElite, 12 Yr VW Rep, Top 50 in the country, Internet Manager, Diritocountry, Internet Manager, Dirito Brothers 12/13/2011Brothers 12/13/2011 Everybody Wins!
- 16. Women purchase 60% of all automobiles and influence over 85% of all car purchases (J.D. Power & Associates) Women spend $300 billion annually on car sales, maintenance, repairs and service (Road & Track Magazine, Female Buyer Study) More than 65% of customers who take their vehicles in for repair are women (J.D. Power & Associates) Everybody Wins!
- 17. 9 out of 10 women believe that car dealers treat them differently in a negative way (Car Care Council Survey) Trust is by far the most important factor to the female consumer, and convenience is secondary (Automotive Aftermarket Industry Association) Women make up only 7% of the car dealerships’ workforce, and only 4.9% of all car dealerships are owned by women. (CNW Marketing Research) Everybody Wins!
- 18. The manner in which customers are treated by the dealership is more important to overall new- vehicle buyer satisfaction than the actual transaction price. (J.D. Power and Associates) 7-17 Seconds for your First Impression and to Establish Selling Relationship Everybody Wins!
- 19. In 2007, RightNow Technologies reported that after suffering a negative service experience, ◦ 80 percent of U.S. adults decided to never go back to that company ◦ 74 percent registered a complaint or told others ◦ 47 percent swore or shouted ◦ 29 percent reported they got a headache, felt their chest tighten, or cried ◦ 13 percent fought back by posting a negative online review or blog comment2 Everybody Wins!
- 20. The California New Car Dealers Association, which represents most of the state's dealerships, estimated that 70 dealers out of about 1,300 members closed this year. The markets most vulnerable to dealer closings are California, which has the most dealers of any state, followed by Texas, Pennsylvania and New York, according to the National Automobile Dealers Association (NADA) Everybody Wins!
- 22. 1. Administrative time to process termination paperwork, remove the former employee from payroll, respond to unemployment requests, etc.->2 hours @ $10 per hour. 2. Overtime paid to other employees to complete their work while filling in- >20 hours at $15 per hour (time-and-a-half) 3. Managerial time developing newspaper advertisement->1 hour at $20 per hour 4. Administrative time to approve newspaper advertisement and process payment->1 hour at $10 per hour 5. Cost of advertisement->$300 for advertisement 6. Manager time sorting resumes, interviewing applicants and checking references->15 hours @ $20 per hour 7. Drug and pre-employment testing for new hire->1 test at $50 8. Orientation and training time for new hire->40 hours @ $10 per hour 9. Orientation and training time for manager->40 hours @ 20 per hour Total Cost $3,000 Everybody Wins!
- 23. #1: Employee retention Huge turnover Very little loyalty of employee ◦ Don't feel valued, acknowledge, heard or well ◦ Another dealer offers higher commission/carrot and promise of "greener pastures“ ◦ Feeling mistreatment by management (commission based employees are made to feel inferior by salaried employees) Everybody Wins!
- 24. Lack of training ◦ Green peas" are thrown into the deep end and made to sink or swim/trial by fire to determine IF they'll get access to sales training ◦ Antiquated training from 5 decades ago, doesn't address the 21st century customer of which 85% are women ◦ Sales trainings are written by man, presented by men and intended for the male purchaser Everybody Wins!
- 25. Ineffective tools and inconsistent rules ◦ Feel set-up to loose (think they're following the desk guidelines, are doing what they're told, but don't see results) ◦ “If I sell cars and make my numbers, I don't have to follow the rules.” Or “I'm measured against a different standard.” ◦ Favoritism is rampant and cancerous it effects CSI, turn- over, sales Everybody Wins!
- 26. Overall feeling that success is impossible ◦ Everyone feels "set-up" to fail, there is an unspoken adversarial relationship from the top down (manufacturer to zone rep to dealer/owner to manager, manager to employee, employee to customer - sales dept fights service dept, service fights parts dept and the office acts as "bad cop" and is set-up to fight with everybody) Everybody Wins!
- 27. #2: Closing ratio Top 5 reasons why dealerships fail with closing ratios 1.Bad first impression/customer experience ◦ Lack of professionalism due to inappropriate, ineffective and inconsistent "meet and greet" standards ◦ Boredom behavior by employees (i.e. smoking, betting rings, playing video games, talking on cell phone, playing "ping pong") ◦ "Getting on the point"/shark bait mentality leaves female customers to feel treated like meat Everybody Wins!
- 28. 2. Desperate, Pushy, Starving, and hungry sales consultants 3. Manipulative sales tactics pushed by management 4. Sales consultants are working to meet their own needs, assuming the customer is out to get them and not ever really understanding what the customer really wants or needs in the interaction 5. Customer expects - Bait and Switch – selling what’s in inventory, Moving the numbers around financially to trick the customer Everybody Wins!
- 29. You could choke on smoke at the Meet and Greet, Lose your grip Dragging them in the door, Talk em to death on the demo drive, Win or Lose the KnockOut Fight during negotiations, Put them to sleep waiting for the paperwork, Rob them blind during Mop and Glow - F&I, Crash and Burn - Flying through the delivery process, Forget their name after the sale and then Dump them on the Service and Parts Team – not knowing what just wiped out their yelp status and where’s CSI!!! Miami Everybody Wins!
- 30. 1. Lack of employee longevity leads to poor customer service/treatment 2. Dealerships are chasing numbers and not authentic customer experience 3. they only know what the CSI numbers are when they are in trouble 4. Processes, procedures, and people are not set up to get the job done right the first time 5. It’s not really a priority – let’s tell the truth! Everybody Wins!
- 31. You can expect: Faster Rapport Building and Increased Closing Ratios Employee Loyalty and Passion Increased CSI Scores and Customer Advocates Everybody Wins!
- 32. Most employees feel like they are being used- disengagement and turnover is on the rise! “Presenteeism” -an employee showing up in body to work but no one is really present or cares to be there – could actually be worse than absenteeism When employees are heard, included, and feel like they can win – they will work as if it was their own business. Everybody Wins!
- 33. APB Management by strengths Everybody Wins!
Editor's Notes
- (Write approx. 100 word description of what makes you, Dr. Beth Halbert stand out in the marketplace of – be sure to focus on list ) According to participants that have been in the car business for over 15 years, they say there is no one like me, I’m different b/c I make the learning fun, I know how to sell it instead of just tell it, and they say they walk away with the concepts in their bones ready to implement with the next customer that walks in the door. Participants say – I’m different B/C I’m playfully relentless – I have tons of passion about what I do and create an infectious environment for everyone else to come along even though in the beginning they thought it would be another wasted day. Participants say – you will learn the concepts ready or not!! LOL and you will have fun!! It is a given.
- I have turned around the most angry, closed, bitter, old timers into loyal participants – begging for more. Okay – maybe not begging but at least they all come around. I have worked in the trenches, behind the desk, on the front line, in the Saturday A.M. Conference room for hundreds of stores, and multiple franchises operations, – I’ve gotten to see what works on the spot and over 11 year period of time. I’ve been a confidante to hundreds of dealership executives behind closed doors. – You are not alone and I know how to give you the tools, skills, abilities, and next steps to leave the stress and frustrations behind!! I know how to help you feel like a winner every day of the month – not just on the last day of the month or the first few before the games begin again and you go from hero to loser every 30 days.
- I’ve had 1000’s of hours of cutting edge training from manufactures like Saturn Plant, I’ve worked with Dealerships executives and every employee in the trenches, Zone Support one on one and groups so I really understand what they are up against and how to make their lives work and get what you need from them. I’ve worked with manufacturers and employees plant, office, front line, etc. I’ve worked as a consultant, coach, trainer, facilitator, JD Powers and Associates evaluator, observer, and a personal psychologist to dealership employees, zone reps, and manufacturing personnel. I’ve written, trained, and facilitated, hundreds of different improvement programs, training classes, empowerment endeavors. I know what works and what feels good in the moment and gets ultimately shelved.
- “How is what you do different than training” and “Why Now” so that it’s apparent that that you’re offering isn’t something the dealer will have to try to find time to implement and change systems around – what you’re providing is “instant behavior change” on their part of the individual and promoting individual responsibility, accountability and ownership of their results Training is usually all tell in one moment. Mine is interactive, hands on, pre and post work with on-going measurable, tangible, support
- For the “Why Now” really check to see where the “acute pain” is and not what they’ve been tolerating so long that it’s become something they just write off as “that’s the way it is” – they’re only going to be willing to give up their TIME - MONEY and re-prioritize their END OF YEAR PRIORITIES if you can jolt them by “jabbing” into feeling the pain of not taking action sooner.
- Viability/Need of Program
- Viability/Need of Program
- Viability/Need of Program Did you know that in almost 80% of the cases where married couples buy a new or used vehicle that it is the woman who calls the shots and makes the final decision? It's true! Women in particular are distrustful of car salespeople...especially used car salespeople! When a women is shopping for a car alone she is often told to come back with her husband without the salesperson ever knowing if she is actually married or not!
- Top 5 reasons why dealerships fail when it comes to employee retention
- 2- Desperate, Pushy, Starving, and hungry sales consultants – the way the system is set up the sales consultants don’t believe there is an honest way to make a living. 3-Manipulative sales tactics pushed by management Employees feel like there is zero tolerance for allowing the "up" to leave without coming through the door or getting to the desk. Customers feel like "just looking," fact finding or gathering more information isn't an an acceptable option. 4-Sales consultants are working to meet their own needs, assuming the customer is out to get them and not ever really understanding what the customer really wants or needs in the interaction. Sales consultants are taught to assume they know what is best for the customer and then the customer either resents and leaves or buys and resents the sales consultant and the process. 5- Customer expects - Bait and Switch – selling what’s in inventory, Moving the numbers around financially to trick the customer, Not taking the time to understand the customer’s needs financially so that they can really give the customer what is in their best interest. Lease, Purchase, Monthly Payment, How long will they keep the car, A thorough needs assessment and then taking the time to really help the customer understand the industry so they don’t feel taken, used, tricked, stupid, - this is the sales consultant that win a customer, or loyal fan, passionate advocate for life!
- # 3 CSI (Customer Satisfaction Index) Top 5 reasons why dealerships fail with consistent High Customer Satisfaction Index 1-Lack of employee longevity leads to poor customer service/treatment, high employee turnover means lack of training, lack of procedures, lack of consistency, lack of accurate communication lack of follow-through, and lack of confidence and initiative 2-Dealerships are chasing numbers and not authentic customer experience 3-Employees tell me they only know what the CSI numbers are when they are in trouble, lack of posting measurement, lack of communication, lack of understanding of how to read the metrics 4-Processes, procedures, and people are not set up to get the job done right the first time, everything is set up to jump through hoops to fix it the second time – creating higher costs and difficult decisions to delight a customer and incur and expense or lose a customer and incur a social megaphone liability 5-It’s not really a priority – let’s tell the truth!! Would you rather sell a car or get a star? No one really buys the connection between high CSI and the bottom line. But let me ask you this? Would you rather sell a car to a “fresh up” or a loyal customer? Do you make more money selling the car to someone the first time or the 2nd, 3rd, or 4th time? How much does it cost the dealership to get a prospect through the door? How much is every prospect worth to the dealership?
- I’ve talked with thousands of employees and 99 times out of a 100 employees and managers tell me they are unhappy and job hunting. Are you working to keep your number one resource?