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Are you executing your processes???

How can you make sure that the processes you have throughout the dealership are executed every time….. and with every customer?

This has been and still remains one of the toughest things to get accomplished in the dealership.

Every dealership throughout the country has their own processes and procedures when it comes to selling and servicing their customers.

Every dealership has slightly different “steps to the sale” in regards to selling a customer a new or pre-owned vehicle.

Every dealership has their own processes on what transpires in the Service lane.

Every dealership has their own “playbook” on how they want their customers handled.

So how do you get your employees to execute this “playbook” each and every time with every customer??

You need to build a “video” library of ALL of your processes so that each and every one of your employees know exactly WHAT you want executed and HOW you want it executed.

In this video library, you need to “role play” each and every scenario in every step in every process.

Take each step in the “road to the sale” and have your management team role play exactly how you want your salespeople to execute these steps!

Take all of the processes in your Service Drive and video each one so that your employees flawlessly handle each and every step.

In building your “video library” of training material, you can give your employees the confidence and competence to succeed! Otherwise you leave the employee to “interpret” what your processes are.

By having this video library you build efficiencies and consistencies throughout the customer interaction. An efficient and consistent process is very important to having customer satisfaction AND customer retention!

Once you have this video library of every step to every process, have some fun by having your employee’s video role play each step.

There is no better training tool than seeing yourself execute a process. Every professional sports team in America utilizes “game film” to help train their team to see what they executed well and where their opportunities lie.

In building a video library of your processes, it provides a tool that your employees can utilize to sharpen their skills on a daily basis. It also provides a new employee ALL of the information that they will need to succeed and “get them up to speed” in your dealership!

Build your “core” process video library TODAY!!!

Your employees, customers and profits will ALL benefit!!!!

 

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 November 10, 2011 in Archive of all blogs

 

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Armed with ALL the knowledge; customers are still SCARED!

Today’s customers have access to an abundance of knowledge.

They can get on their computer or smart phone and see what the cost of a New Vehicle is.

They can appraise their own trade.

They can see what the lowest interest rates are.

They can do side by side comparisons with vehicles they are looking at.

They can check for the vehicles safety and reliability.

They can check how much insurance costs will be.

They can pretty much check on ANYTHING and EVERYTHING about the transaction!

Customers CAN, and in most cases DO, come armed with a LOT of knowledge before they enter the showroom floor.

BUT………they are still scared!

What are they scared of?

They are scared that they will still pay too much for the vehicle, not get enough for their trade, pay too high a payment, pay too high of an interest rate and most of all…….they are scared that they bought the wrong vehicle!

You see, even armed with ALL of the knowledge, there will always be some doubt by the customer that they are making the correct decision.

THIS is where YOU, the Sales Professional, can make a difference!

As a Sales Professional, you have to sell the product, the Dealership and YOU!!!!

“YOU”, make the difference in the sales transaction!!

Customers want to deal with someone that is knowledgeable, professional, and courteous…… and most of all……LIKE-ABLE!!!

So how do you get to become, “like-able”??

The formula is rather simple.

Ready???

Ask questions…….

That’s it……ask questions…and a lot of them!

LISTENING to the customer!!!!

You see the art of building rapport and knowing what a customer REALLY wants is the key to closing more deals!

The best closers do one thing better than everyone else! They ask the MOST questions.

When you ask questions, you get a better perspective of what the customer’s wants and needs are.

You get a better perspective of how they are going to use the vehicle.

You get a better perspective of what they “have to have’ and what they would “like to have”.

You get a better perspective of the information that the customer already has.

This is where, “YOU”, can make the difference!

YOU have to have extensive product knowledge of not just your own product, but the competitions product.

YOU have to have the ability to sell the advantages of your product over the competition.

YOU have to be able to know all of the 3rd party websites that are giving these customers their information! Websites such as, Edmunds, Truecar, NADA, KBB, NHTSA, IIHS, Consumer Reports, TheCarConnection, CarData, CarInfo, DealerNet…..the list goes on and on…..

YOU have to have the confidence and conviction of knowing HOW to overcome your customer’s objections with the correct knowledge and information to help them make the correct decision.

YOU can give the customer confidence that they are making the correct decision by purchasing your product!!!

The NUMBER ONE complaint of all customers in regards to the Sales experience is;

“The Salesperson wasted my time!”

The reason the customer feels that the Salesperson wasted their time was that the Salesperson didn’t listen to the customers wants and needs.

The Salesperson didn’t know their product.

The Salesperson didn’t give a good demonstration.

The Salesperson was not trustworthy.

As a Sales Professional, you have to make the customer feel comfortable and confident about their purchase!

The ONLY way you can make the customer feel this way is by becoming the very best at what you do!

Product knowledge, competitions products, comparisons, selling your products advantages, demonstrating, building value, practicing, drilling rehearsing….and……asking a LOT of questions!

Customers are armed with a lot of knowledge, yet they are still scared!

YOU can make the difference by putting all of the customer’s fears aside and making sure you give them the most professional presentation they will ever see!

If “YOU” can put the customers fears aside…..YOU will make the sale!!!

 

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 October 13, 2011 in Archive of all blogs

 

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If opportunity doesn’t knock, build a door!

“At first people refuse to believe that a strange new thing can be done.

 

Then they begin to hope it can be done.

 

Then they see it can be done.

 

Then it is done………. and all the world wonders why it was not done centuries ago.” 

 Frances Hodgson Burnett, The Secret Garden

The people who are the most successful in life are the ones who create their own opportunities.

But all too often, people don’t want to give the extra effort or go the additional mile to realize their true potential!

What most people fail to understand is;

The bravest person is still scared; they are just braver one second longer than anyone else!

The calmest person is still worried; they are just calmer one second longer than anyone else!

The most disciplined person is still undisciplined; they are just disciplined one second longer than anyone else!

The most persistent person is still non-persistent; they are just persistent one second longer than anyone else!

As you can see……success isn’t given to anyone.

Success doesn’t come delivered in a pretty box with a big bow attached to it!

Success comes to those that have the intestinal fortitude to go beyond what most people think is “normal”.

Success comes to those that are willing to leave their “comfort zones” and reach out to do more!

Successful people don’t necessarily enjoy or like the things they have to do to be successful, but they understand that they HAVE to do them to be successful!

You have to have the courage to take the step forward and leave behind the forces that may pull you down!

You have to understand that success just might be……one more second away!

Make yourself have the guts, the heart, the spirit, the spunk, the backbone, the grit, the fortitude, the determination, the persistence and boldness to go forward!

 

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 September 30, 2011 in Archive of all blogs

 

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Solve any problem!

How can you solve ANY problem that you might have???

There is a very simple process…to solving any and all problems…

The process… is basically 4 steps…

And you are going to need to write out your answers…to every step of the process…

So get yourself some paper and a pen…or type it out on your computer…

Ready??

Okay….

Write along the top…what your problem or situation is…

Like I said…it can be any kind of problem or situation… either personal or business related…

The first step…is to picture or reason out…AND write this down… the best possible outcome to the situation…

What is the best possible thing that can happen??

Don’t limit your thinking on this!

Go ahead and think of the best possible solution…

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

The greatest danger for most of us…is not that we aim too high and miss it…but that we aim too low…and we reach it…

THINK BIG!!!!

The second step in the process is…what are we doing now???

What is the present situation?

What are we currently doing about the problem or situation?

Are we doing anything…or nothing??

Write down what you are currently doing…or what is happening with the situation at hand…

It is important to take a look at the difference…between step one and step two…

Step one…what is the best possible solution…and step two…what are we doing now…

Is there a big difference??

There probably is…

Step three….

What are the obstacles that are keeping you from reaching the ultimate solution???

Is it a person?

A process?

A team or a group?

Your boss?

A family member?

Technology…or a lack of it…

Your own laziness…or ego?

What are the obstacles that are standing in your way???

Write them down…and don’t leave any out…

These obstacles are the things that are standing in your way of reaching your ultimate solution…

Identify them…so you can take the necessary steps in overcoming these obstacles…

Now… you have the groundwork to solve the problem or situation…

You can envision what the best possible solution could be…step one….

You have acknowledged what you are doing now…step two…

AND…you have identified what the obstacles are to reaching your ultimate solution…step three…

You are now ready for step four…

Step four iswhen do you want to get started…and…be resilient in your quest to reach the ultimate solution???

(hint: START NOW!!)

You see…processing a problem out…and then trying to reach…what you believe…is the ultimate solution…takes time and effort…

And make no mistake about it…you may not reach the ultimate solution…

But by trying…by reaching…by pursuing…that ultimate solution…you are bound to be far ahead of what you are doing now…

I will leave you with one of my favorite quotes…

This quote is from T.E. Lawrence… from…Seven Pillars of Wisdom…written in 1926…

The quote is this:

All men dream…

 

But not equally…

 

Those who dream by night…in the dusty recesses of their minds…wake in the day…to find it was vanity…

 

But the dreamers of the DAY…are dangerous men…

 

For they may act their dream with open eyes…and make it possible….

Follow these four steps…with open eyes…and make it happen…

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

Jim Kristoff video – Solve any problem

 

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 September 9, 2011 in Archive of all blogs

 

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The will to win or the will to prepare to win??

I LOVE the game of golf. It is one of my major hobbies and passions.

I have studied the pros and cons to all the new equipment.

I have read all of the “how to” manuals.

Watched video on what the perfect swing looks like.

I basically have read every magazine and book. I have watched every video, and my television remote control is stuck on the “Golf Channel”!

So you would think I am a great golfer!

Well, I am not…….

I have all of the knowledge, but I cannot execute it on a consistent basis.

Let me tell you why.

I play golf once a week, (usually on a Sunday morning). I hit some practice balls on the driving range for 30 minutes and I practice some putts for about 10 minutes before my tee time. So I put in a grand total of 40 minutes of practice in a week and expect my game to be perfect! UGH!

So when speaking of your Salesperson or Service Advisor career, do you put in more than 40 minutes of practice a week to be successful?

Because if you are not practicing, drilling and rehearsing every day, you won’t be a sharp as you can be on a daily basis!

Don’t think you can skip a day either! Just like in golf, if you miss a day of practice, your skills will erode!

Let’s say I had the time to practice my golf game every day for an entire year. I believe I would become a much better golfer and certainly hone my skills! At that point, I would be a very good golfer.

But what if I said to myself, “I have this game perfected and there is no need to practice as much any more”. Would my golf game start to deteriorate? You bet it would!

How about yourself and your profession? Did you learn the basics of your job and then stop learning? Did you become adequate in your presentations and stop getting better?

Just like a golf game, your professional career in the Automotive industry requires that you practice, drill and rehearse EVERY SINGLE DAY! If you do not, your skills will erode and you won’t even realize it.

Again, let’s say I had the time to practice golf every day. If I do not get the correct coaching, I could be practicing a “bad” swing or an incorrect swing. I could make that same improper swing thousands of times and wonder why I never get any better at the game of golf.

Much like practicing a “bad” swing, are you practicing the correct things? Are you open to getting some good coaching? Can you put your ego aside long enough to be critiqued on what you may be doing incorrectly?

Let’s face it. If you gathered the entire staff in a room and asked by a show of hands, “who wants to be a winner”, I believe everyone would raise their hand! I can’t think anyone wants to be a loser. Everyone has the will to win.

So….if everyone has the will to win, you have to ask yourself a more important question.

Do you have the will to prepare to win?

 

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 September 6, 2011 in Archive of all blogs

 

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Change the world……..

When I was a young man, I wanted to change the world.

I found it was difficult to change the world, so I tried to change my nation.

When I found I couldn’t change the nation, I began to focus on my town.

I couldn’t change the town and as an older man, I tried to change my family.

Now, as an old man, I realize the only thing I can change is myself.

Suddenly I realize that if long ago I had changed myself, I could have made an impact on my family.

My family and I could have made an impact on our town.

Their impact could have changed the nation and I could indeed have changed the world.”

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 26, 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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