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Are you ready for a BDC that does it ALL?? (Part 2 of 2)

In the first part of this article, we talked about the concept of an all encompassing BDC to handle all of the Departments in your dealership.

The real question is…does your BDC actually DEVELOP BUSINESS??

Does your BDC assist and compliment each of your departments in the store?

Does your BDC help capture videos of happy customers either taking delivery of their New or Pre-Owned vehicle or having a fantastic Service Department experience?

Now, let’s see how the BDC would be responsible for handling each department. These points are just thought starters. There are MANY more areas of the dealership that your BDC can help you retain and develop business!

Sales Department incoming leads – Have the BDC handle ALL incoming Sales phone calls and incoming internet leads. The majority of your customers are already going to Truecar.com, Edmunds.com, and KellyBlueBook.com for their pricing information. Embrace the customer by reaffirming that your pricing is within those guidelines. Have the BDC concentrate more on setting the appointment rather than selling the vehicle. When the customer is contacting you they are looking for a reason to either BUY from you or cross you off their list. Give them a solid reason to buy from you!

Sales follow-up – The BDC should be making both the “non-sold” follow-up and the “sold” follow-up phone calls to make sure that the customer has had a pleasant experience. The “non-sold” call should be made by the BDC to see if the customer had a good experience with both the Sales representative and the Manager that were involved in the deal. If either the Sales representative or the Manager has handled the customer incorrectly, you have the chance to overcome the bad experience and make it a positive one.

A customer is more likely to tell a “Customer Service Representative” calling or texting from the store about their experience. The customer is also more likely to tell a “Customer Service Representative” What the “real” objection was to the sale,…. i.e.: price, payment, trade, selection, experience……etc…. Use the information to inspect, improve and council your team on the positives and negatives.

The “Sold” follow-up phone call again reaffirms a customer’s experience. It gives the Dealership another chance to say “thank you” for the business. The “Sold” phone call can also set the stage for additional calls and e-mails or texts in regards to any Service and Sales specials, discounts and incentives the Dealership wants to market.

Sales CSI – A customer is more likely to inform the “Customer Service Representative” about a potential bad experience. Make sure you are proactive in addressing any concerns a customer may have. Their displeasure can become viral in a matter of minutes on Google, DealerRater, Yelp or any of the other on-line sites. Protect your on-line reputation!

Service Department – The Service Department handled by the BDC is an absolute must in order to retain your customer! The majority of phone calls that come into your Service Department are to set an appointment for servicing of the customers vehicle. If your Service Advisor is doing the correct job of communicating with the customer that already has a vehicle in the shop, there shouldn’t be any phone calls that come into the BDC, by the customer, to ask if their vehicle is ready for pickup. The BDC simply needs to be trained a little about “shop loading” and standard services pricing. Your Service Departments standard pricing of services such as; oil changes, tire rotations, alignments…etc…are easy for the BDC to give. STOP the phones from ringing in yourService Drive! Have your Service Advisors pay attention to the customers they have in front of them!

Service Follow-up/CSI – How do we know if the customer is satisfied with the service(s) that were just performed on their vehicle? If you track “come backs”, hopefully, the customer WILL come back. Sometimes you only get one shot at servicing a customer’s vehicle. But what if the problem was NOT resolved? What if the Technician left the car dirty inside? What if the Technician moved the seat, didn’t return the seat to the customer’s position, and changed the radio station to a channel that upset the customer? If you are the Dealer, General Manager or Service Manager, how can you correct these things if you don’t “inspect what you expect?” If you don’t have a process in place to make sure you retain your customers in Service, you will lose them to your competition.

Parts Department – Have you ever listened to a Parts Counter person answer a phone call from a customer? Most Parts Counter people are used to dealing with either the technicians in the shop or a wholesale account. Sadly, most have never been trained on how to deal with the customer that calls into the store. Your BDC should be handling the calls that come in from the customers wanting to talk with the Parts Department. Wholesale account phone calls should be transferred directly into the Parts Department. Customers usually want an OEM accessories price or simple parts pricing on items such as headlights or brake pads. Your BDC can be trained in how to look up these parts prices and then do something your Parts counter people don’t! Your BDC can quote them on the complete job with labor performed by your Factory Certified trained technicians and set an appointment to do the service! How many times have you listened to your Parts Department quote a price to your customer and never ask for the business? The customer usually takes the price and just shops it around. Shouldn’t you quote them the price for the part, and then quote them what it would cost to install the part and then try to set an appointment for the job?? Your customers are NOT backyard mechanics. They are not about to tackle anything more than simple items. Shouldn’t you be advising them that anything beyond a simple item needs to be professionally handled by your Factory Trained Technicians?

Marketing and Data-mining – Your BDC needs to develop a comprehensive process to continually market and data-mine your customer database! Your BDC needs to make sure that every time they have a customer interaction, they receive permission from the customer to send further Sales and Service specials or incentives. Marketing via social networks, direct mail, phone calling or texting needs to be a constant in order to keep your store on the top of your customer’s minds. Make sure you know and document the customer’s “preferred method of contact”!!! If they ONLY want an e-mail….don‘t call them! If they prefer a text message….send them the information via text! Make sure your BDC is CONSTANTLY updating the customer’s profile. Reaffirming phone numbers, e-mail addresses, home addresses and any other pertinent information you need. Make sure that you make marketing to your customers something that the customer has “opted-in” for!

Constant data-mining must be performed by your BDC also. There are several data-mining pieces of software that are awesome! If you don’t have a vendor that provides you with a good piece of software to perform this task, you will not be successful with data-mining. Calling ALL customers that have a certain year, make and model of car to see if they want to trade it in is NOT data-mining! It will frustrate both your BDC and customers alike. Go get a good data-mining tool! It is well worth the investment!

In summary, the words “customer service” seems to be an oxymoron these days.

A well trained BDC will be your “first impression” when a customer contacts your dealership. And we all know you get one chance at a first impression! Be the store that all your customers will tell all their friends and family about. Be the store that stands out in a crowd of mediocre competitors! If you’re NOT retaining the customers you fought so hard to get….it will be much MORE expensive getting new customers!


About the Author: From a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.

You can follow me on:

My website: www.JimKristoff.com  

Twitter: @jimkristoff

WordPress blogsite: https://jimkristoff.wordpress.com/

Blogspot blog: http://jimkristoff.blogspot.com/

DealerElite.net: http://www.dealerelite.net/profile/JimKristoff

Automotive Digital Marketing.com: http://www.automotivedigitalmarketing.com/profile/JimKristoff

LinkedIn:  http://www.linkedin.com/in/jimkristoff  

Youtube: www.youtube.com/user/jimkristoff

 


 
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Posted by on August 22, 2011 in Archive of all blogs

 

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Goal setting for Automotive Salespeople

Goal setting for Automotive Salespeople

All too often in the Automotive world, we let our salespeople fend for themselves every month. There are not enough dealerships, managers or salespeople that sit down at the beginning of every month and set a REAL goal for each person on their sales team.

In most dealerships, there is NO GOAL SETTING being done at all. And in some dealerships, the goal setting goes something like this…..”okay John, you sold 10 vehicles last month! This month….lets do 12!!” This type of goal setting accomplishes nothing!! We haven’t given the salesperson a REAL plan of HOW they are going to get to their goal.

When sitting down with your salesperson to set their goal, they have to see the old “W.I.I.F.M” (what’s in it for me). The best way to do it is to forecast how much MONEY they should make. And while money is NOT the only motivation that a salesperson has, it is how they pay their bills!

To start, you are going to need some simple metrics. I like to take the last 90 days worth of sales and commissions that an individual salesperson has accomplished.

Metrics needed:

  1. A monthly average of total money earned
  2. A monthly average of total vehicles sold
  3. A monthly average of commission earned per unit
  4. A monthly average of the total amount of clients that they spoke with
  5. A monthly average of their closing percentage

Let’s use these numbers for an example:

  1. Monthly average money earned – $ 2,750.00
  2. Monthly average cars sold – 10
  3. Monthly average commission per unit – $ 275.00
  4. Monthly average of clients spoke with – 50
  5. Monthly average closing percentage – 20%

NOW…when you sit down with your salesperson, you can “goal set” intelligently!

When the Manager counsels the salesperson on a daily basis, they can track and look for ways to increase the salesperson’s metrics.

I believe the goal setting for the month should reflect a 10% increase for the individual salesperson. And remember, I like to “goal set” using money.

A 10% increase in money for this salesperson would be another $ 275.00 or a total of

$ 3,025.00.

The salesperson now has to see what they will have to do to earn the 10% increase. There are several ways the salesperson can get there.

  1. If they maintain a 20% closing ratio, they would have to speak with an additional 5 people during the month or a total of 55. Let’s say they work 24 days out of the 30 in the month. They would need to speak with an average of 2.3 potential clients per day. When the Manager is doing their daily counseling with the salesperson, they can track this metric to make sure the salesperson is speaking with enough clients to reach their goal.
  1. What if the salesperson develops their skills and increases their closing percentage to 22%? The salesperson could then speak to the same amount of clients, (50) and sell 11 vehicles and thus meet their goal for the month.
  1. What if the salesperson develops their skills and averages a higher commission per unit? If they average $ 303.00 commission per unit they would also meet their goal.

Heavens forbid that the salesperson actually speaks with MORE clients, closes them at a HIGHER percentage and averages more PROFIT per sale! That would be the Monthly trifecta of car sales!! (I will get off my soapbox)

As leaders in the industry, it is our MISSION to get our people better! They need guidance, motivation, education and stimulation. They need discipline, practice and skill building. BUT FIRST…….you need to have a REAL plan on how you can help them get there. A “roadmap” of how to make more money, sell more vehicles, close more clients at a higher percentage and make a higher average commission per sale. The individual salesperson must SEE the metrics to genuinely understand HOW they are going to reach their goal!!

Otherwise……..we are just “hoping” that they will get there on their own!!

About the Author: With 30 years in the retail Automotive Industry, from a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.

About the Author: From a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.

You can follow me on:

My website: www.JimKristoff.com  

Twitter: @jimkristoff

WordPress blogsite: https://jimkristoff.wordpress.com/

Blogspot blog: http://jimkristoff.blogspot.com/

DealerElite.net: http://www.dealerelite.net/profile/JimKristoff

Automotive Digital Marketing.com: http://www.automotivedigitalmarketing.com/profile/JimKristoff

LinkedIn:  http://www.linkedin.com/in/jimkristoff  

Youtube: www.youtube.com/user/jimkristoff

 


 
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Posted by on August 15, 2011 in Archive of all blogs

 

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Do you know what motivates every individual?

As a leader…do you know what motivates every individual in your organization??

Do you know why each individual comes to work each day…and earns a living working with you??

What are the driving forces behind each individual…that makes them get up every morning…fight the traffic…and come to work for your organization??

I can tell you…if you don’t take the time to see what motivates every individual in your organization…you will not succeed at a high level…

There are several motivations that a human being has…that drives them to do the things they want to do…and it isn’t all money…

Here are a few of the things that motivate people to do… what they do…not in any certain order…

Number one…is a person that wants consistency…

They want the feeling of being certain… that they have a fulfilling job…and that they are stable within it…

This type of person doesn’t like a lot of change in their lives…they feel comfortable in knowing that their lives are the same…pretty much every day…

Number two…is a person that thrives on change…

They love the daily challenge of something new and fresh…

They would get bored with the “same old routine”…day in and day out…

This type of person…lives for the unknown…and needs the constant stimulation… that the unknown provides…

Number three…is a person that needs to feel important…or special…

They always want to feel needed…and play a significant part… in any situation…

They strive to be an important player in your organization…and they want to be recognized for it…

Number four…is a person that needs to feel a closeness or a union with someone or something…

They need to feel loved…and have a connection…in both their business and personal lives…

Without that love…they feel disconnected…and alone…

Number five…is a person that has that insatiable desire to grow…and expand their world…

They want all of the latest technologies…and they want to be able to use them…

They want to acquire…all of the knowledge the world has to offer…and then apply it to expand their capacity in life…

And finally…number six…is a person that wants to be a true leader…

This person wants to contribute to the betterment of society…

They have a sense of service… and focus on helping…giving…and supporting others…

This type of person knows…that it is not about crossing the finish line first…but rather…how many can I take across the finish line with me…

A person can be any or all of these things…

They can have one…two…three…four…five…or a combination of all of these traits…

In order to lead your organization…to its highest level…you…as a leader…need to know what motivates each and every one of your employees…

Knowing what motivates an individual…and then leveraging that motive…will help you maximize that person to their greatest potential…

And then…you will have succeeded in being that true leader…knowing that you have identified what is important to someone…and then helping them fulfill their ambitions on their own level…

To see a video of this blog, please go to the following link:

Jim Kristoff video – Do you know what motivates every individual

About the Author: From a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.

You can follow me on:

My website: www.JimKristoff.com  

Twitter: @jimkristoff

WordPress blogsite: https://jimkristoff.wordpress.com/

Blogspot blog: http://jimkristoff.blogspot.com/

DealerElite.net: http://www.dealerelite.net/profile/JimKristoff

Automotive Digital Marketing.com: http://www.automotivedigitalmarketing.com/profile/JimKristoff

LinkedIn:  http://www.linkedin.com/in/jimkristoff  

Youtube: www.youtube.com/user/jimkristoff


 
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Posted by on August 2, 2011 in Archive of all blogs

 

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How do you Develop Leaders?

How do you develop leaders in your business??

First of all, I think it is important to get EVERYONE to understand….that they are ALL leaders.

This is a tough concept for some people. Maybe they feel like the average employee out there, just doing what they are told and moving forward in life…..

But the fact is…..we are ALL leaders!!

Whether we lead an organization….. or a team of people…… or our families…..and most importantly….we lead ourselves….

We lead ourselves out of bed every morning with the responsibilities of the world in front of us.

We need to provide for ourselves….. before we can provide for our families and then provide for our careers…

There is a survey of people acrossAmericaout there that was performed by the Harr group……

Now in this survey, thousands of people felt that they worked very hard at their jobs, but they worried about their effectiveness…..

The survey revealed this……

Only 14% are accomplishing as much as they believe they could…….14%…….do you think the employees believe they can do more???  Of course….

Only 17% could prepare a plan for the day….17%……….now that leaves 83% with NO plan…..YIKES!!

And rewards of working…. are low……… only 50% feel satisfied and fulfilled with their work…..

So what does this tell us???

There is a clear void to be filled in the leadership gap….

Make no mistake about it……people want to lead and be led……

People want to feel significance in their lives……

So how do you develop this leader inside that we all crave to be???

Well…..leadership development occurs over time….

It is not a one shot program…..

There are no instant 3 day courses that will transform someone into a leader….

It is an every day…..non…stop……journey through personal development…

Let me give you a simple equation….

Knowledge   =   confidence….

When you feel confident with what you do…… and do it to your greatest potential….it is very fulfilling…

Giving a person simple leadership tools such as….

Goal setting…

Having a daily plan……

Practice….drill…and rehearse….

Being process driven….

Holding yourself and others accountable…

Doing everything legally….ethically ….and morally correct…

Setting aside 15 minutes a day to further their own skill set….whether that be motivational…..inspirational….factual…or educational………

The point is….you don’t ever get a “buy in” from people…..as a matter of fact…I dislike the term….no one “buys in”….you have to SELL them…

You have to sell them on the facts that the only way to get ahead in life and feel fulfilled is to lead yourself to a higher level….

You need to give them all the tools…. The resources….and most of all….you need someone there to mentor them on a daily basis…

That is the job of the head person in charge…you lead from the top….

And if you lead from the top…..the rest falls into place….

To see a video of this blog, please go to the following link:

Jim Kristoff Website – How do you Develop Leaders?

About the Author: From a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.

You can follow me on:

My website: www.JimKristoff.com  

Twitter: @jimkristoff

WordPress blogsite: https://jimkristoff.wordpress.com/

Blogspot blog: http://jimkristoff.blogspot.com/

DealerElite.net: http://www.dealerelite.net/profile/JimKristoff

Automotive Digital Marketing.com: http://www.automotivedigitalmarketing.com/profile/JimKristoff

LinkedIn:  http://www.linkedin.com/in/jimkristoff  

Youtube: www.youtube.com/user/jimkristoff


 
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Posted by on August 1, 2011 in Archive of all blogs

 

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Great Leaders know it is ALL about the people!

Great leaders understand more than anything that it is ALL about the people…..

The people… are the driving force of any organization…..

Don’t believe it???

Go ahead and hire some bad ones and let me know how that works out…..

Seriously though….great leaders understand that they need to build professional relationships with each and every one of the employees….

Now…..I’m not talking about “best friends” kind of relationships….

I am talking about building a professional relationship with each person.

Great leaders find out exactly what motivates each individual…..

Every single person in this world has a different “map” of how they are put together……

People are raised in different parts of the Country….with different parents….who by the way have their own maps….

People are raised in different religions….

in different cultures….

With different friends….

Have different interests….

and most importantly…..

all have different driving forces of why they get up out of bed every morning..

Great leaders have interaction with the people…… every day…..great leaders find out what makes that individual…”tick”

Great leaders understand that by building rapport in a professional relationship…..that leader can then leverage that employee by giving them the proper feedback in a way that will be most receptive to that employee…

Think about it….

Some people love the recognition…

Some people love the challenge …

Some people like the certainty that goes with a particular project….

Some people just want to feel that… they “belong”

Some people want to continually grow….

You see….different motives… and different emotions…. drives all of us in what we do.

While figuring all of this out may seem to be a little difficult to do…..I know one thing…

If you ask a person exactly what they are thinking and how they are feeling….they will tell you…

But you first have to build a culture of honesty…..respect and integrity with that individual….

If you set the expectations clearly….and high enough….

Provide the employee with ALL of the tools and training that is necessary to perform the task….

And THEN…..give straight forward and honest feedback…..you will earn that individuals respect and trust….

As a leader….it is your job to mentor and train the leaders of tomorrow….

It starts by understanding the employee….understanding what their own individual driving motive is…

And then nurture it and watch it grow….

Your organization will be a better place and you as a leader will be fulfilled…..

To see a video of this blog, please go to the following link:

Jim Kristoff.com – Great Leaders know it is ALL about the people

About the Author: From a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.

 You can follow me on:

 My website: www.JimKristoff.com  

Twitter: @jimkristoff

WordPress blogsite: https://jimkristoff.wordpress.com/

Blogspot blog: http://jimkristoff.blogspot.com/

DealerElite.net: http://www.dealerelite.net/profile/JimKristoff

Automotive Digital Marketing.com: http://www.automotivedigitalmarketing.com/profile/JimKristoff

LinkedIn:  http://www.linkedin.com/in/jimkristoff  

Youtube: www.youtube.com/user/jimkristoff


 
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Posted by on July 27, 2011 in Archive of all blogs

 

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The Pain of Discipline or the Pain of Regret

There are two pains you will feel in your life…

The pain of discipline

Or the pain of regret

The pain of discipline…requires us…to do all the right things…

To discipline ourselves… to get out of bed every morning with a positive attitude…

To discipline ourselves… to tell our family that we love them everyday before we leave for work…

To discipline ourselves…to expand our knowledge of ourselves and the world a little more everyday…

To discipline ourselves… to doing everything…legally…ethically and morally correct…

To discipline ourselves to go to work each day…and complete every task we have…

To discipline ourselves…to be better leaders…

To discipline ourselves…to eat the right foods everyday…

To discipline ourselves…to exercise and stay fit…

To discipline ourselves…with time management…so that we maximize our day…

To discipline ourselves…to practice…drill…and rehearse our hobbies…

To discipline ourselves…to spend time with our family and friends…

To discipline ourselves…to never react out of anger…

To discipline ourselves…to help another in their hour of need…

To discipline ourselves…to just simply…stop and smell the flowers…

For if we do not feel the small pain of all of these disciplines…we will feel the larger pain…of regret…

The regret…of having a terrible attitude when we get up…

The regret…of not telling our family we love them everyday…for no one knows when ones time is up…and they are gone forever…

The regret…of not gaining any knowledge of what is happening with ourselves and the world…for then…we will be lost…

The regret…of illegal…unethical…or immoral…conduct…that could play on our minds…or worse yet…land us in jail…

The regret…of going to work each day…and just going through the motions…never advancing our careers of feeling fulfilled….

The regret…of not being a better leader…for we are all leaders…even if we simply lead just ourselves…

The regret…of eating the wrong foods everyday…thus getting obese…and succumbing to major health problems…

The regret…of not getting out and exercising…a good long walk can do you good…

The regret…of not managing all the time in a day…thus never completing all the things we would like to get done…

The regret…of not practicing or rehearsing what we do for fun…when its game time…you won’t have any game…

The regret…of not spending enough time with family and friends…for life is just a short journey…

The regret…of what we might say or do…if we react to a situation in anger…

The regret…of knowing someone needed our help…and we ignored them…

The regret…of not taking the time to smell the flowers…for if it is all work and no fun…it will make our lives extremely boring…

You see…the pain of discipline is far less painful…than the pain of regret…

For it isn’t the burdens of today that drive men mad.

Rather… it is the regret over yesterday or fear of tomorrow.

Regret and fear are twin thieves that will rob us of today…

Have the discipline to lead your life…the way you want to lead it…

For as you get older…without that discipline…the regrets start to pile up…

To see a video of this blog, go to the following link:

Jim Kristoff.com video – The Pain of Discipline or the Pain of Regret

About the Author: From a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.

 

You can follow me on:

 

My website: www.JimKristoff.com  

Twitter: @jimkristoff

WordPress blogsite: https://jimkristoff.wordpress.com/

Blogspot blog: http://jimkristoff.blogspot.com/

DealerElite.net: http://www.dealerelite.net/profile/JimKristoff

Automotive Digital Marketing.com: http://www.automotivedigitalmarketing.com/profile/JimKristoff

LinkedIn:  http://www.linkedin.com/in/jimkristoff  

Youtube: www.youtube.com/user/jimkristoff


 
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Posted by on July 25, 2011 in Archive of all blogs

 

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You CAN’T Lead others…….TILL you Lead YOURSELF

What have you done to lead yourself these days???

Have you read any books??

Gone to any seminars??

Listened to an audio presentation??

Too many times we take what we have learned years ago and continue to apply it to today’s world.

That philosophy…… is simply not going to work.

Take a look around. We are living in an age where change happens so fast that we sometimes don’t even notice it. The age of technology is moving at warp speed.

If you are trying to run your life today based on what you learned years ago……you are behind the times.

Think about it, as little as 10 years ago, the newspaper was still the best advertising medium……NOW??…..well the newspaper is nearly obsolete.

And Television??? I still remember when we only had 4 stations to choose from.

Then we got cable TV and now??……Satellite TV gives you about 1000 options.

How about radio?? We now have satellite radio that can give you the traffic conditions of a place 3000 miles away, if you care to know….

The point is….. Too many people and leaders go on through life with the same skill sets that they learned many years ago. They don’t take the time to “update” their own personal profile.

In order to lead others, you need to lead yourself.

We are living in the information age……and there is SOOO much information out there!

There are literally hundreds of websites that can give you insights on nearly any subject imaginable. From leadership to success to motivation and many, many more….

I believe in taking an hour….an entire hour every day and reading something or watch something or listen to something that is going to make me a better leader and a better person.

What if you just took 15 minutes a day…. 4 times a week???

C’mon…..I know you have 15 minutes to spare in the day. Either in the car or in front of the TV or in front of the computer…

That would add up to an hour a week and 52 hours in a year.

52 hours……. of advancing your life??

It’s a discipline, but one discipline that you must do in order to lead yourself to the next level. It is the only way you are going to be able to lead others to that next level…

This is a discipline that you MUST pass on to those you lead.

Your job as a leader is to constantly improve those around you. If you are not improving yourself everyday, how can you expect others that you lead to do so??

You need to be able to look at the people that you lead and say this:

We will train you and invest in your development… but we also expect you to invest in yourself.

In fact, if you don’t invest in yourself… why should anyone else?

These are words to live by………….

To see a video of this blog, go to;

http://jimkristoff.com/Videos/Leadership/YoucantLeadOtherstillyouLeadYourself/tabid/74/Default.aspx

About the Author: From a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.

 

You can follow me on:

 

My website: www.JimKristoff.com  

Twitter: @jimkristoff

WordPress blogsite: https://jimkristoff.wordpress.com/

Blogspot blog: http://jimkristoff.blogspot.com/

DealerElite.net: http://www.dealerelite.net/profile/JimKristoff

Automotive Digital Marketing.com: http://www.automotivedigitalmarketing.com/profile/JimKristoff

LinkedIn:  http://www.linkedin.com/in/jimkristoff  

Youtube: www.youtube.com/user/jimkristoff

 
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Posted by on July 8, 2011 in Archive of all blogs

 

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Go ahead….make a mistake!!

Is making a mistake…a bad thing??

Lots of people think… that mistakes are bad…but in reality…making mistakes…is a good thing…

Making mistakes are a good thing…because it shows you are willing to go forward…and take a chance…with a task or problem….

Remember…to get… what you have never gotten…you have to do…what you have never done…

In an effort to solve any task or problem…you have to be willing to take some risks on making mistakes…

You know the expression… “It’s easier to get forgiveness than ask permission.”…

Well, it’s true…

Good leaders don’t wait for official blessings… to try things out.

They’re prudent… but not reckless.

But they also realize a fact of life in most organizations…

If you ask enough people for permission… you’ll inevitably come up against someone… who believes that it is their job… to say “no.”

Less effective managers… endorse the sentiment…If I haven’t explicitly been
told yes… then I can’t do it…

Whereas the good managers believe…If I haven’t explicitly been told no…then I can.”

There’s a world of difference between these two points of view…

If it ain’t broke… don’t fix it…is the slogan of the complacent…the arrogant…or the
scared…

It’s an excuse for inaction…a call to non-arms.

It’s a mind-set that assumes…or hopes… that today’s realities will continue tomorrow in a tidy…and predictable fashion.

This is pure fantasy…

In this sort of culture… you won’t find good
people… who pro-actively take steps…to solve problems as they emerge…

And while making mistakes is a good investment…it is only a good investment…when you learn from them…

Repeating the same mistakes…is careless and reckless…

It simply shows that you are either…not paying attention…or you don’t care…

And if you don’t pay attention…or you don’t care…you won’t be long…for any organization…

You have to be willing to take risks…and make mistakes…

Risk taking managers…bring out the best in people…

Because the reins are loosened up…and that creates…experimentation…creativity…and added teamwork….

Risk taking managers believe…that it is better to shoot themselves in the foot…than have the competitor…shoot them in the head…

Managers…that are willing to take risks…are not attached to the way things have always been done around here….kind of attitude…

Risk taking managers…are the leaders in today’s world…

Because they move fast…empower others to take chances…and leave their comfort zones behind…

So are making mistakes a good thing???

They sure are….

But only if you create a culture of taking risks and making mistakes…

And then LEARN from your mistakes…and not repeat them…

Making mistakes…give it a try….

To see a video of this blog, go to;

http://jimkristoff.com/Videos/Motivation/MistakesandwhytheyareGood/tabid/107/Default.aspx

About the Author: From a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.

 

You can follow me on:

 

My website: www.JimKristoff.com  

Twitter: @jimkristoff

WordPress blogsite: https://jimkristoff.wordpress.com/

Blogspot blog: http://jimkristoff.blogspot.com/

DealerElite.net: http://www.dealerelite.net/profile/JimKristoff

Automotive Digital Marketing.com: http://www.automotivedigitalmarketing.com/profile/JimKristoff

LinkedIn:  http://www.linkedin.com/in/jimkristoff  

Youtube: www.youtube.com/user/jimkristoff

 
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Posted by on July 7, 2011 in Archive of all blogs

 

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Confidence equals knowledge

Have you ever experienced a presentation of a product or service…that was absolutely the best you have ever seen??

What made that presentation so good??

Think about it…

What was the one thing that made you say to yourself…WOW…I am absolutely going to make this purchase…?

What sold you??

It was the confidence and conviction…of that salesperson…that sold you the product or service…

And confidence ONLY comes from one thing…knowledge…

It comes from the overall knowledge of the product or service…

It comes from knowing…all of the objections that might be raised by the consumer…and then knowing how to overcome those objections…

It comes from knowing what the competition has to offer…what the competitions pluses and minuses are…and how to present your product as a better solution…

It comes from the knowledge of asking the consumer the correct questions…so that the salesperson knows how to build a presentation around what the consumer’s wants and needs are…

It comes from knowing… that the consumer might be a bit skeptical… about what the salesperson is about to say…and then having the confidence to make the consumer feel at ease during the entire process…

It comes from knowing how to listen to the consumer…finding out the key concerns of the consumer…and then making the consumer feel… that they have made the correct decision in purchasing the product or service..

This …is what makes a great presentation…CONFIDENCE!

As a salesperson…if you can present your product or service…with confidence and conviction…you are likely to make the sale…

As a salesperson…you must practice, drill and rehearse…every single day…

You must do research on the competition’s products or services…so you know what they offer…and at what price point they offer it…

You must dedicate yourself to having a positive attitude…and presenting your product or service… with an enthusiastic…fun…and interactive tone…

The ONLY way you can present with confidence…is to have the knowledge behind it…

Think about it…

The more you know about any subject…the more confident you are in providing an answer about it…

Take an example as simple as this…

If you were asked…who was the first President of the United States…I’m sure it would take a split second to say…George Washington…

Now…if you were asked to name the first 10 Presidents of the United States…in order…could you answer it as quickly??

You may know the answer…but you will stumble…and then think…and then possibly answer as though you were posing a question…instead of just naming them one after another…

The more you stumble…and bumble…and stutter through an answer to a question…the LESS believable you are…

On the other hand,…if you named the first 10 Presidents…quickly…and in order… without hesitation…how impressed would someone be… that you were able to answer it so quickly??

Our job as salespeople…is to be able to answer all of the consumer’s questions…and overcome all of the consumer’s objections…

The ONLY way you can be confident about your presentation…is taking the time to gain all of the knowledge…you will need…to make sure your presentation is the best…

You can see a video version of this blog at;

http://www.jimkristoff.com/Videos/Motivation/ConfidenceequalsKnowledge/tabid/98/Default.aspx

About the Author: From a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.

 

You can follow me on:

 

My website: www.JimKristoff.com  

Twitter: @jimkristoff

WordPress blogsite: https://jimkristoff.wordpress.com/

Blogspot blog: http://jimkristoff.blogspot.com/

DealerElite.net: http://www.dealerelite.net/profile/JimKristoff

Automotive Digital Marketing.com: http://www.automotivedigitalmarketing.com/profile/JimKristoff

LinkedIn:  http://www.linkedin.com/in/jimkristoff  

Youtube: www.youtube.com/user/jimkristoff

 
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Posted by on July 6, 2011 in Archive of all blogs

 

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What employee retention does to your bottom line

Employee retention…or lack of it…is a very expensive proposition…

Now…I am not advocating keeping the wrong people for the sake of saving money…

The first thing you need to do…is hire the correct people…

But once you do hire the correct people…it is very important… to keep them…focused…motivated…invigorated…and going forward in a positive direction…

A recent study shows…that 85% of Human Resource executives…state the single biggest challenge they have in managing the workforce…

Is their organizations inability to recruit…and retain good employees and managers…

Few business owners or executives realize just how much employee turnover impacts their bottom line…

There are many articles and reports out there…that state the actual cost of employee turnover…

Here is a link to the Sasha Corporations estimates……

http://www.sashacorp.com/turnframe.html

If you add up all of the time…energy…and resources…it takes somewhere between five and ten thousand dollars…to replace a typical employee…

A manager???

You can easily double if not triple that amount…

So what can you do as an organization…to limit the amount of turnover…and make sure the turnover doesn’t have a profound effect on your bottom line…

Here are 5 steps to get you started…

First of all…you need to have a positive working environment…

One of the main reasons employees quit…is the relationship with their immediate supervisor…

The fact is…many managers are unaware how their actions and decisions affect employee turnover…

Properly trained and coached managers… play a role in an effective recruitment and retention strategy…

Managers need the correct…skills…tools…and knowledge…to help them understand employee retention…

Secondly…you need to reward and reinforce the right behaviors…

The old saying goes…what gets rewarded…gets repeated…

Money and benefits may attract people to the front door…

But something else has to keep them from going out the back…

People have a basic human need… to feel appreciated and proud of their work…

Recognition and incentive programs help meet that need…

The third step…You need to make sure that the employee is involved and engaged at all times…

People may show up for work…but are they engaged and productive??

People are more committed when they can contribute their ideas and suggestions…

This gives them a sense of ownership…

The fourth step…you need to constantly develop the employee’s skills and potential…

For most people…career opportunities are just as important as the money they make…

In a recent study…more than 40% of the respondents said…they would consider leaving their present employer for another job with the same benefits…if that job provided better career development and greater challenges…

Skilled people will not remain in a job…if they see no future in their position…

And the last step…evaluate and measure…

The evaluation process includes the measurement of attitudes…morale…and turnover…

There should be an employee satisfaction survey at least once a year…

You should initiate interviews and surveys… concerning the real reasons people come to…and leave your organization…

And you need to measure the cost of turnover…and make all managers aware of that cost…

Does employee retention impact your bottom line??

You bet it does….

Here is a link to the video of this blog;

http://jimkristoff.com/Videos/EmployeeRetention/WhatEmployeeRetentiondoestoYourBottomLine/tabid/91/Default.aspx

About the Author: From a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.

 

You can follow me on:

 

My website: www.JimKristoff.com  

Twitter: @jimkristoff

WordPress blogsite: https://jimkristoff.wordpress.com/

Blogspot blog: http://jimkristoff.blogspot.com/

DealerElite.net: http://www.dealerelite.net/profile/JimKristoff

Automotive Digital Marketing.com: http://www.automotivedigitalmarketing.com/profile/JimKristoff

LinkedIn:  http://www.linkedin.com/in/jimkristoff  

Youtube: www.youtube.com/user/jimkristoff

 
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Posted by on July 5, 2011 in Archive of all blogs

 

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Why is Customer Retention Important???

Customer retention…. It’s the single most important item…. that any Dealership can concentrate on….

Let me start with an NADA statistic

NADA did a survey…. And it showed that customers that service their vehicle… at the dealership…. are 17 times more likely to purchase another vehicle from you.

17 TIMES more likely!!!

Not twice as likely….

Not 5 times more likely….

Not even 10 times more likely…

Seven…teen times more likely…

If this statistic doesn’t get your attention…..NOTHING will…

THIS….is how important Customer retention is…..

A dealership will spend thousands and thousands of dollars attracting new business through advertising and marketing….

But what is getting spent on retaining the customers that you already have???

Lets face it…..customers will always return to a place that they feel comfortable doing business with and charges them a fair price.

Just like the old comedy show….Cheers…they all want to go where everybody knows their name….

Let me give you a correlation….

If you go into a restaurant and have bad service and bad food…..you are not likely to go back…

If you have good service and just fair food…..you might go back…

BUT….if you have great service and a great meal……you will definitely go back and tell all of your friends and relatives about the experience….

In turn….your friends and relatives will go to that restaurant…. based on your recommendation….

Wouldn’t you want the same thing to happen at the dealership???

Well…..it can happen!!!

There has to be a concentrated effort on staying in contact with the entire database of customers…

This contact needs to be timely and be of value to the customer…

You can’t just contact them for the purpose of selling them something…. You have to form a relationship with your customer….

You have to get every employee in the dealership to understand just how important customer retention is…

What it means for them in regards to expanding the business….. And expanding their own individual paycheck….

If you don’t have a customer retention process in your organization……you will not be able to grow your business at the rate in which you desire…

Have you measured your customer retention???

Do you know how many new customers you just sold a vehicle to…..come into your shop for service??

Do you know how many loyal service customers have come back and purchased another vehicle from you…or better yet…that loyal customer….. Telling a friend or family member about your store and they make a purchase from you….

Are you rewarding these loyal customers in some way???

If you are not rewarding these loyal customers…..they won’t be loyal for long….

Sometimes… just simply recognizing them for their loyalty is all that is needed…

You think customer retention is important???

The word important….. doesn’t do it justice….

The word essential….. is more fitting…

Customer retention is essential…… for the continued prosperity of your organization…

About the Author: From a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.

You can follow me on:

My website: www.JimKristoff.com  

Twitter: @jimkristoff

WordPress blogsite: https://jimkristoff.wordpress.com/

Blogspot blog: http://jimkristoff.blogspot.com/

DealerElite.net: http://www.dealerelite.net/profile/JimKristoff

Automotive Digital Marketing.com: http://www.automotivedigitalmarketing.com/profile/JimKristoff

LinkedIn:  http://www.linkedin.com/in/jimkristoff  

Youtube: www.youtube.com/user/jimkristoff


 
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Posted by on July 1, 2011 in Archive of all blogs

 

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