John Deere 7430 7530 Tractors Diagnostic Service Manual W.pdf
The absolute best process strategy for phone sales, internet sales or bdc
1. The Absolute Best Process Strategy For
Phone Sales, Internet Sales or BDC
2.
3.
4.
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$o
when
Response
Time
is
over
90
minutes
12. Successful
Communica$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$on
thinker
15. BoGom
Line
• There
are
3
steps
to
any
sale
• You
need
an
opportunity
to
do
business
in
order
to
do
business
• You
need
to
get
someone
to
like
you,
trust
you
and
believe
you
• They
will
buy
from
you
–
either
an
appointment
of
a
sale
Master
your
phone
skills
17. Dealer
Synergy’s
10
step
“Road
to
the
Appointment”
Process.
(Outbound
Phone
Process)
• Iden$fy
wants,
needs,
and
expecta$ons
• Meet
them
• Exceed
them
18.
19. Main
Objec$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
