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Service Lane Healthcare – Taking the “VITALS”

Every single time you go to the Doctor’s office, it happens.

They take your “vitals”

They check your pulse, your temperature, your blood pressure and they weigh you.

Your vitals are an indication of how your body is doing “health-wise”.

If any of the “vitals” are outside of the normal parameters, it may be an indication that your body is not as healthy as it could be.

AND….if your body is not as healthy as it could be, the Doctor then diagnoses and prescribes a process to get your body better!

So when a Service Advisor does a multi-point inspection of a vehicle that comes into the service lane, aren’t we getting that vehicle’s “vitals”??

All too often a Service Advisor misses the chance to build trust and rapport with the customer by NOT doing a complete walk-around of the vehicle and taking its vitals!

So let’s get the customer involved in taking the “vitals” of their vehicle so that the customer can understand what is going on with the health of the vehicle.

This entire process, if done correctly, will only take a grand total of 4 minutes!

Start off by having the customer step outside of the vehicle and move to the front of the vehicle. The Service Advisor then gets inside of the vehicle. Explain to the customer you would like them to check ALL of the lights on the vehicle, starting in the front. Then have the customer check their own, headlights, high and low beams, the signal lights and the emergency flashers.

Then have the customer step to the rear of the vehicle and have them check their own brake lights, tail lights, signal lights, the back up lights and emergency flashers.

AND….. beep the horn to make sure it is working correctly!

Get the customer interactive in checking both the tire tread depth and tire pressure of their vehicle. Explain to the customer that a “new“ tire has 10/32’ of tread depth. Let the customer measure the tread depth and the air pressure of their own vehicle!

Show the customer that their tires are either “wearing” perfectly or they are wearing unevenly. Explain to them that at 2/32’ the tire is “legally” worn-out.

Explain to the customer that properly inflated air pressure in a tire is the BEST way to avoid an accident and is best for the longevity of their tires.

Now let’s move under the hood.

Get the customer involved in checking the strength of the battery. With a good battery tester, you can show the customer right then and there how well their battery is performing. You can show the customer how much “life” the battery has or the possibility that it may need replacing.

Check ALL of the fluid levels of the vehicle. Show the customer where ALL of the different “dip-sticks” are. Make sure you get the customer involved in looking at these fluid levels.

Top off the windshield washer fluid while you have the hood open! It takes but a few seconds!

Then walk around the vehicle with the customer to note any existing damage that may be on the vehicle.

You now have taken the “vitals” of the vehicle in the service lane!

Are any of these vitals outside the normal parameters?

It may be an indication that the vehicle is not as healthy as it should be!

And if the vehicle is not as healthy as it should be, aren’t you the “Doctor”??…… And aren’t you going to diagnose and prescribe a process to get the vehicle better??

The customer has seen with their own eyes that they might have a light out on the vehicle.

They have measured the tire tread depth and air pressure themselves so that they know that the tires may be wearing unevenly, so they may need an “alignment” or possibly new tires.

They have watched you perform a battery check so they know that with a new season coming; they may need a new battery.

They have watched you check all of the fluid levels so that they have piece of mind that these levels are correct.

By taking the 4 minutes to go through the vehicles “vitals” with your customer, it will give the customer confidence that you are going to correctly go through the rest of the vehicle and prescribe the proper diagnosis for the vehicles ills.

This process delivers open and transparent measurements so that you instantly build value, rapport and trust.

AND…..what if the vehicles “vital” are perfect?

Well…..we ALL like to have good news when we go to the Doctor!!!!

 

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 17, 2011 in Archive of all blogs

 

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Customer retention starts at….hello….

When you begin to speak about customer retention…..when does it all begin???

Customer retention…. starts….. at hello……

From the very first time we greet a customer… whether it is in the service drive…..on the lot…..or on the showroom floor……customer retention starts at….hello…

You have to first put yourself in the customer’s shoes….

When the customer walks into your store for the first time……they are most likely a bit confused and have a bit of uncertainty about what is going to take place….

In simple terms…..the customer walks into the store…. a little scared…..

If they walk into the service drive….they are not sure… exactly what is wrong with their vehicle…..and….they certainly want to pay a fair price for the service…

They don’t want to be sold services they really don’t need…..and…. they are unsure if they actually need them….

If they walk into the showroom…..they are scared that they might not get what they want for their trade….

They might be scared of paying too much for the vehicle they are going to purchase…

They might be scared they are making too high a payment or have too high an interest rate…..

Our first task….is to make them feel comfortable…..this is where customer retention starts…..with the initial greeting and handling of the customers wants and needs….

If the customer feels comfortable from the onset of the visit….sees that we are genuinely concerned about them…….and listen to what they are saying…we have laid the groundwork into not only making a sale….but retaining this customer for life…..

Let’s face it….the automobile industry doesn’t have the best public perception out there….

Some customers come in with a bit of a chip on their shoulders….

Some come in and are scared to death to listen to any presentation we give them…..fearing that they will be misguided or even worse…taken advantage of…

How do we break this perception???

It all starts with…..hello……

It starts with asking the customer questions about their visit to the store….and what they hope to accomplish….

Asking the questions with a concerned and sincere tone……

And after we ask the question….and the customer gives us an answer….we clarify what that means to the customer…

Let me give you a quick example….

Let’s say a customer comes into the showroom looking for a vehicle…

One of the questions we ask is this….

What is the one feature… you are looking for… in purchasing a vehicle???

The customer replies…..I am looking for a “SAFE” vehicle….

Thinking that we know what the customer means by “SAFE” vehicle…we go into a fantastic walk around on the safety features of the vehicle…

Safety belts….air bags…crumple zones….crash test statistics…..just an unbelievable great job on showing the safety features of the vehicle….

But…the customer isn’t listening…

The customer seems inattentive and bored…

Why???

Maybe we didn’t ask…when you say you want a “SAFE” vehicle….what do you mean??

Then the customer answers…..I want a vehicle that retains its value more than my last vehicle…

In other words…the customer wants a “SAFE” investment…

We can never assume what a customer means….we always need to clarify what the customers answer is to better serve them…

THIS….is the beginning of customer retention….

Customer retention??

It starts….with hello…..

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

Jim Kristoff video – Customer retention starts with “hello”

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 23, 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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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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