IS20G9 Attendees Presentations

1. The Absolute Best Process Strategy For
Phone Sales, Internet Sales or BDC

5. Sta$s$cs
• “Buying/gesta$on”
cycle:
45-­‐90
days.
•
Average
selling
period:
7-­‐11
days.
•
Average
trade-­‐in:
over
9
years
&
100,000+
miles.
•
It
takes
a
minimum
of
7
aGempts
to
connect
with
Internet
prospects.
•
Over
42%
of
people
that
submit
a
new
car
purchase
request
end
up
buying
a
used
car.
• Over
80%
of
people
that
submit
a
purchase
request
for
a
par$cular
brand
or
model
end
up
buying
a
different
one.
• Only
20%
of
prospects
are
mo$vated
by
money/price.
• 60%
of
Americans
have
“less
than
perfect
credit.”
• Over
73%
of
people
that
finance
a
used
car
have
a
credit
score
below
620.

6. Internet
Prospect
Profile
•
Almost
everyone
is
an
Internet
customer
to
some
degree.
•
92-­‐99%
of
all
customers
go
online
to
do
vehicle
research
before
they
ever
step
into
the
dealership.
•
The
#1
reason
people
use
the
Internet
is
to
eliminate
bad
choices.
• 11
hours
is
the
average
$me
spent
online
researching
vehicles.
•
The
average
Internet
prospect
is
searching
5-­‐8
dealerships
and
websites
besides
yours.
•
The
average
Internet
prospect
only
visits
1.2
dealerships.

7. Time
To
Purchase
• Customers
first
shop
for
any
model
for
an
average
of
89
days
before
purchase.
• Customers
first
shop
for
a
specific
model
for
an
average
of
62
days
before
purchase.
• 42%
will
purchase
within
30
days
of
submiVng
an
email
lead.
• 26%
will
purchase
between
30
and
90
days
of
submiVng
an
email
lead.
• 32%
will
purchase
aWer
90
days
of
submiVng
an
email
lead.
• 90%
of
customers
will
purchase
within
7
days
of
calling
a
dealership.

8. Time
To
Purchase
• 90%
of
customers
will
purchase
within
7
days
of
visi$ng
their
first
dealership.
• 85%
of
customers
have
made
up
their
mind
about
making
a
purchase
before
they
even
leave
the
house.
• 57%
of
customers
will
purchase
within
3
days
of
visi$ng
their
first
dealership.
• 38%
of
customers
will
purchase
within
4
hours
of
visi$ng
their
first
dealership.
• 30%
of
customers
have
a
family
member
who
will
purchase
in
the
next
90
days.

9. Where
to
Purchase
Reasons
for
choosing
a
dealership:
39.4%
Compe$$ve
Price
21.4%
Response
Time
14.2%
Proximity
9.6%
Inventory

10. Response
Time
Is
Cri$cal
• Average
Response
Time
is
5.4
Hours
• 31.4%
of
all
leads
go
unanswered
• 16%
Total
Closing
Ra$o
when
Response
Time
is
under
30
minutes
• 13%
Total
Closing
Ra$o
when
Response
Time
is
between
30
and
60
minutes
• 9%
Total
Closing
Ra$o
when
Response
Time
is
between
60
and
90
minutes
• 3%
Total
Closing
Ra$o
when
Response
Time
is
over
90
minutes

11. The
Science
of
Communica$on

12. Successful
Communica$on
Convey
a
posi$ve
message
What
happens
a?er
you
hang
up
with
a
customer?
• Only
50%
of
the
informa$on
is
retained
from
the
customer
aWer
the
conversa$on
• Only
25%
of
that
informa$on
will
be
retained
aWer
48
hours.

13. Successful
Communica$on
• There
is
no
possible
way
to
communicate
100%
• The
customer
will
perceive
what
you
say
by
the
way
you
say
it
Percep$on
is
reality

14. Communica$on
and
Decision
Making
The
visual
thinker
The
auditory
thinker
The
kinesthe$c
/
Ac$on
thinker

15. BoGom
Line
• There
are
3
steps
to
any
sale
• You
need
an
opportunity
to
do
business
in
order
to
do
business
• You
need
to
get
someone
to
like
you,
trust
you
and
believe
you
• They
will
buy
from
you
–
either
an
appointment
of
a
sale
Master
your
phone
skills

16. U$lizing
Technology
• Social
Media
• Tex$ng
• Chat
• Video

17. Dealer
Synergy’s
10
step
“Road
to
the
Appointment”
Process.
(Outbound
Phone
Process)
• Iden$fy
wants,
needs,
and
expecta$ons
• Meet
them
• Exceed
them

19. Main
Objec$ve
of
the
Outbound
Phone
Process
Secure
appointment
Set
up
a
TO

20. Dealer
Synergy
9
Step
Inbound
Phone
Process
• Iden$fy
wants,
needs,
and
expecta$on
• Meet
them
• Exceed
them

21. Main
Objec$ve
of
the
Inbound
Phone
Process
Gather
informa$on
Secure
appointment
Set
up
a
TO

22. P
R
A
C
E
C
T
I
The
7
Reasons
people
go
online
to
buy
a
car

23. Notes
on
RebuGals
• Let
your
customer
tell
you
his
or
her
expecta$ons
• Do
not
interrupt
when
your
customer
Is
speaking
• Do
not
trust
your
memory
–
write
everything
down
• Give
your
customer
your
undivided
aGen$on
• Be
alert
to
nonverbal
cues
• Be
alert
for
aVtude
and
mo$ves
behind
words
Remember,
it
is
impossible
to
listen
and
speak
at
the
same
$me.

24. Overcoming
Objec$ons
1. Never
argue
or
embarrass
2. Be
aware
that
overcoming
objec$on
could
make
customer
angry
3. Never
aGack
or
insult
4. Keep
person
separate
from
objec$on
5. Never
assume
that
you
understand
what
they
mean
What
you
should
NOT
do
when
dealing
with
objec$ons

25. Exceed
Expecta$ons
Value
Package
ProposiHon
• Strategically
created
based
on
the
7
reasons
people
shop
online
• Focuses
on
key
demographics

26. • Building
value
provides
your
prospect
and
client
the
necessary
knowledge
emphasizing
the
benefits
and
advantages
to
help
convince
them
in
choosing
you
and
your
services
over
another's.
• The
price
and
prospect
receives
needs
to
be
weighed
against
the
value
we
are
providing.

27. Crea$ng
a
Value
Package
Proposi$on
• What
is
unique
about
your
dealership?
• What
can
you
offer
to
make
me
want
to
shop
at
your
store?
• Every
company
needs
a
unique
value
proposi$on

28. Your
VPP
Should
Answer
These
Ques$ons
• “What’s
in
it
for
me?”
• “Why
should
I
do
business
with
you?”

29. Voicemail
• Being
en$cing
is
about
arousing
a
prospect's
curiosity
• Effec$ve
voicemails
require
you
to
establish
credibility
• Pique
curiosity
by
communica$ng
your
VPP
• Close
with
confidence
• Give
them
a
reason
to
call
back
• Get
to
the
point
What
makes
an
en$cing
voicemail
message?

30. How
to
Speak
• Speak
slowly
and
clearly
• Speak
with
energy
and
enthusiasm
• Speak
with
confidence

31. Addi$onal
Notes
• Leave
your
phone
number
twice
• Give
them
op$ons
to
get
back
to
you
• Have
a
VPP
and
state
it
clearly
• Establish
your
credibility
–
state
your
first
and
last
name
• Be
crea$ve