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How To Overcome Any Objection In Sales

Salespeople who know how to overcome any objection get paid the big bucks.

The problem is, overcoming objections is one of the hardest things to do in any industry.

Creating new revenue for your company, and closing a customer is never easy, and it gets harder the more expensive your product or service is.

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But what separates the good sales people from the ones who quit and go back to whatever they were doing before?

Are some people just built for sales while others are not?

Why can some sales people get over objection after objection, while others get rejection after rejection?

The answer; their sales process.

The best sales people have trained, developed, and went through deal after deal to learn how to overcome any objection, and it usually comes with time.

Some sales people quit before they learn how to do it, while others fail deal after deal till they figure it out.

The smart sales people, look for articles and training courses like this and shorten their learning curve so they can close deals more efficiently in less time.

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After 15+ years in sales, I have learned the best way to overcome an objection, and it is to not meet it the objection head on.

Nobody likes that 80’s style, used car sales person who has a rebuttal for everything.

Customers in today’s day and age want sales people who truly care about their needs and wants, not a salesperson with a pocket full of rebuttals.

If you don’t want to be that used car sales person that everyone hates then pay attention.

The best way to overcome an objection is to “hear what they are saying”, and suggest why their objection is holding them back from what they truly want.

So if you learn your customer has come to look at motorhomes because they want to travel and build memories with their family and friends, you use the fact that they want to travel and build memories with their family and friends to overcome their objections.

So to give you an idea of what I mean, here is an example dialogue of how you would use this to overcome objections:

Customer – “I will eventually buy a motorhome but I need to think about it a little more.”

Salesperson – “I hear what you’re saying, but let me ask you this. Why continue to postpone your travels and building memories with your family and friends when you could buy this motorhome today and start living out your dreams.”

Customer – “Well I understand that, but I still need to check my finances, and make sure I can even buy a motorhome.

Salesperson – “I hear what you’re saying but you can’t take your money with you. Your family and friends are only getting older as time passes, and who knows how much more time you actually have left to create memories with your family and friends. This motorhome is only $500 a month which is pennies when you compare the memories and time you will spend with your loved ones in your new motorhome. Stop waiting on your dreams and buy the motorhome today.”

Customer – “Well $500 is still a lot of money, and I have to check with my significant other to see if they would be ok with $500 a month for a motorhome.

Salesperson – “I hear what you’re saying and it is important to have your significant others blessing in anything you choose to do. I know you mentioned that your significant other wanted to build memories with your family and friends as much as you do so I am sure that they will agree that $500 is pennies in comparison to the memories and time you will be spending with your family and friends. Lets do this, sign right here saying you’ll buy the motorhome today and we will make the deal contingent on your significant others approval. If your significant other says its a no-go, then we will tear up the contract, no harm no foul, but I am confident that this motorhome is exactly what you 2 need to start living your dreams and traveling with your family, and I am sure your significant other will feel the same way. Sound fair enough?”

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Customer – “You’re probably right, my significant other wants this motorhome more than I do, but honestly we were planning to buy one next year.”

Salesperson – “I hear what you’re saying but why wait another year? You both want a motorhome, you both want to travel and create memories with your family and friends. Why wait another year to start doing what you truly want to do when you could buy this motorhome today and start creating memories with your family and friends, you only live once, sign right here.”

Customer – “You make good points, but I really just don’t want to buy it today.”

Salesperson – “I hear what you’re saying but the honest reason you don’t want to buy the motorhome today is because you think you might regret the purchase, but let me ask you this. What do you think you will regret more at the end of your life? Spending $500 a month to travel and create lasting memories with your family and friends or saving $500 a month and never getting to travel and create those memories with your family and friends? Stop torturing yourself year after year and buy this motorhome today so you can start building those memories and living with no regrets.”

Now by this time, your customer is usually closed if you have them on the right product/service but I think you get the point.

We could go on and on with their objections using this method and all we are doing is putting the purchase back on the customer.

We’re saying, I hear your objection and it makes sense, but you can start living your dreams today, why wait?

We’re playing to our customers emotions and getting them to realize that this motorhome is a solution to their problem. That this motorhome is going to help their family travel and create memories, which is worth more than money, so why keep waiting?

We are putting into perspective that this product or service, is what they need to live a better life, and why would you wait on living a better life?

When you overcome objections in this way and stop meeting them head on, your customer will respect you more.

They will see you as a salesperson who actually listens and who actually cares about solving their problems.

They will see you as a salesperson who is there for their needs instead of just there to make a sale, and it will make a huge difference.

Stop being a rebuttal master and overcome objections in the way outlined above, and see how many more of your deals start closing.

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How To Approach Customers At Your Dealership To Make Six Figures

Although you think it should be easy, learning how to approach customers at your dealership to make six figures it isn’t always the easiest task.

Customers have gotten into the habit of telling sales people, “I’m just looking, I’ll find you if I need help”, and a lot of the time there goes are opp.

Time and time again, dealership sales people are trying to handle this problem, and some of them are failing.

The best way I’ve learned how to approach customers at your dealership is with a repeatable and purposeful sales process.

Get An Approach That Works

In my opinion, the sales process that works the best and one of the reasons I made 6 figures when I was in dealership sales is outlined out below:

The 2 main things you want to accomplish in your greeting is to set your intentions early, and to lay out your buying process. The reason you want to do these 2 things is because your customers are scared of the unknown.

People like to have a process and they like to go through a process that makes sense.

Just as people have a process for their daily hygiene, work, kids schedule, and everything else, they want to follow a process when they purchase from a store.

Most sales people don’t lay out their process in their greeting and it’s hurting their sales.

Try This Approach With Your Dealerships Customers

Most salespeople will typically say, “Hi, welcome to the dealership, how can I help you?”.

Where the customer will return with, “We’re just looking”.

Next the sales person usually says, “Ok, let my know if you need any help.”, and they walk away.

Instead of using the traditional greeting above and getting no where, try something like this;

Sales Person — “Hi, welcome to our dealership. What can I help you find?”

Customer — “Nothing, we’re just looking”.

Sales Person — “Ok great. Have you ever purchased a unit from our dealership before”?

Customer — “No”.

Sales Person — “No problem. The way we do business at our dealership is we are a one price dealer. This means we don’t haggle and negotiate our prices. What we like to do is sit you down and ask you some questions about how, what, and why you’re looking for a new unit. Once we have a good idea of the type of product that will fit your needs exactly, we will take a look at our inventory and see if we have anything that lines up. If we don’t have anything that fits your needs, we won’t ask you to buy anything. If we do have a product that will fit your needs, then we will take it on a test drive and I will demo it for you. After the test drive and demo, we will come back in the store where I will put the numbers on paper for you. This way, you will know exactly what it will cost to buy the unit today. If the price lines up with what you’re looking to spend and the product meets your needs, then you will buy the car. If not, no big deal, we will keep looking till we find a unit that fits your needs perfectly. Does that sound fair enough”?

Here’s Why This Approach Works In Dealership Sales

By greeting your customer in this way, you’re doing a few different things.

You get rid of the unknown in your sales process and tell them exactly what they will go through to do business with your dealership.
You get a round about micro agreement from your customer to go through the sales process from the very beginning.
You set up the interview and qualify process by telling them you’re going to sit them down and ask who, what, and why they’re looking at new units while getting another round about micro agreement to go through the interview and qualify process.
You set up the write up by telling them after the demo and test drive, you’re going to sit them down again and go over the numbers with them.
You get another micro agreement to buy the unit if it fits their price and needs, and yet another micro agreement to keep looking with you as their sales person for the right unit if the first one you show them isn’t the exact unit they end up buying.
When you say, “Sound fair enough?” at the end of your greeting, your customer almost has to say “Yes, that sounds fair”, which is another micro agreement to go through your sales process AND buy the unit that is right for them when you find it.

Now, if you sit back and examine this greeting you will see a lot of purpose. You get multiple micro agreements to not only go through your sales process, but to buy the unit if it meets their needs and price. You lower your customers defenses by giving them a clear cut path on how you do business so you assure them you are not wasting their time. In addition to this, you show your customer you care about their needs by explaining why it is important to go through the sales process with you. (so you can get them the perfect unit that will meet all their needs)

After you implement a greeting like this and finish with “Sound fair enough”, you will find it is easier to get a good interview/qualify. You will find it is easier to present you customer numbers in a write up, and you will find it is easier to close the deal.

Try a greeting like this at your dealership and stop being scared of approaching your customers.

Learn How To Approach Customers At Your Dealership To Make Six Figures With The Full Sell More Live More Sales Training Program

How To Follow Up With Your Dealerships Internet Leads To Set More Appointments

Set The Appointment

The first goal when you follow up with your dealerships internet leads is to set the appointment.

Without an appointment it is almost impossible to sell any product you’re selling.

As soon as the leads get to your CRM or email, you should be calling them on the phone.

Getting The Right Lead

One mistake I see with dealerships lead forms is some only require a name and email.

They leave the phone number optional and I think this is a big mistake!

The phone or in person are the best ways to earn your customers trust.

Defaulting to emails make its harder to connect with your customers, so make the call.

As customers are bombarded with emails and will likely miss your email, they aren’t receiving as many calls.

In a single day I will get a handful of calls while I will receive hundreds of emails.

It is safe to say the easier way to get ahold of me is by the telephone.

Long story short, make sure you require the phone number on your lead forms!

Back To Setting The Appointment

As you get new leads and you divvy them amongst your sales team.

The first goal should be to set an appointment.

Ask your lead(s) to come to the dealership and take a look at the product in person.

Some people will set the appointment right away, and some will take time answering your calls, emails, and texts.

Here is where most sales people fall off.

Your lead didn’t answer your phone call.

You leave a voicemail and tell them to call you back, but they don’t call you back.

You send them an email thinking they will respond, but no reply back.

At this point, most sales people are done!

They will no longer follow up with the lead and will label them one of the following:

Tire kicker
Window shopper
Waste of time
Not a buyer
Shopping around

I could keep going, but you’ve heard the excuses before and I think you get the point.

I want to stop here for a second so you sales people can understand that this is killing your numbers!

Sales People Get Paid In The Follow Up

Most of the time you will have to reach out to your lead(s) more than 5 times before they will answer you.

If you are one of those sales people who are unwilling to follow up multiple times, then take a new career.

Follow Up With Your Dealerships Internet Leads!

Customers are not sitting by their phone and watching their emails to make sure they didn’t miss a call or email from you.

They’re worried about their own lives, and their dogs, and their kids, and their jobs, and the leaky tub, or the long grass, or the million other things people worry about.

The reason your lead didn’t answer the first 5 times wasn’t because they hate you and want you to stop calling them.

They didn’t answer because they are busy with life and you called at the wrong time.

Maybe they were at work taking a shit, and couldn’t answer the phone.

There are a million reasons why they didn’t responded yet but don’t let that stop you from following up!

Now that I got that off my chest lets move on to the follow up process:

How To Follow Up With Your Dealerships Internet Leads To Set More Appointments

Lead Comes In and Sales Manager Assigns Lead To A Sales Person – Every lead should be given to a sales person within the first 5 minutes it was received and the sales person should follow up within that same 5 minutes.

If you call your leads within the first 5 minutes of them giving you the lead, you will have a higher chance of setting the appointment and closing them.

The more time in between when you get the lead and when you call them will determine the chances of you getting them on the phone or not.

Sales Person Calls The Lead – After the lead is assigned to a sales person, that sales person should call the lead in the first 5 minutes.

The next step is to land the appointment.

One way you can try to set an appointment is by opening your phone call with something like,

“Hi, John this is Chris from ___________. I received your inquiry about our _____________ and I wanted to see if you had some time today to come take a look at this product in person. Does 1:00pm or 4:00pm work better for you”?

If your lead doesn’t answer their phone you should leave them a voicemail.

Tell them you will be sending over a quick text video of the product they inquired about and get ready to shoot a video.

(May not work with all products, but works great for dealerships)

Send A Text Video To Follow Up With Your Dealerships Internet Leads

Send A Personalized Text Video – After you leave a voicemail, the next step is to go out to the unit, open the camera in your smart phone, and record a personalized video to your lead.

You will want to get your face in the video and make it personalized to your lead by saying something like,

“Hey John, this is Chris here at _______ and this is the _______ you inquired about on our website. I wanted to give you a quick walk around of this unit so that you can check it out a little more before you come in and look at it in person. If I miss any areas you want to see or if you want me to go back over something let me know and I’ll get it sent over to you. I am here most of the week if you have some free time to come take a look at this _______ in person, let me know what will work best for you and I will make sure I am available for you.”

Set The Appointment

After you text your lead this personalized video from your cell phone, you will want to ask them what they think of the unit and try to set an appointment.

These personalized videos also help if your lead is from out of town or has a long way to travel because they can see your product closer before making the trip.

Using videos like this will help you sell more products over the phone because your video will build credibility in your products.

Since the video you’re sending is personalized and not a stock video, customers feel more at ease and trust your sales people more.

Notice I am always trying to set the appointment.

This is very important because no matter how many leads you get, without an appointment you will never sell any products.

You can take your videos a step further and send them a couple different videos on comparable units. (No more than 3)

This helps because your customer sees you’re working for them and understand that you are willing to help them find the right product before they buy.

The More Ways You Reach Out The Better

Send An Email – After you call, leave a voice mail, and then send a text video.

The next thing you want to do is send an email.

Your customers will get back to you on whatever medium they feel most comfortable.

If your leads like phone calls and all you do is email, that is no good.

But if your leads like emails and all you do is call, that is also no good.

(If you have to choose one or the other calling is better than email, in my opinion)

This means you have to follow up with your dealerships internet leads on all the different mediums they want to talk on.

This way your leads can choose which one they want to respond to you on and you can start the sales process.

Don’t Get Scared Of The Follow Up

If you follow up with your dealerships internet leads using this method your sales team will be:

Calling in the first 5 minutes
Trying to set the appointment
Leaving a voicemail everytime
Sending text videos of the products and comparable products your lead inquired about
Sending emails and asking for an appointment
Calling a 2nd time before they leave for the day to set an appointment

By using all of these forms of follow up you will increase the chances that your lead will start talking with you so you can start the sales process.

Also, take note how many times in 1 day you should follow up with your internet leads.

If you follow this system you will reach out to your leads 4 times in the first day, and you will repeat the process the next day.

In day 2 you will reach out to your leads another 4 times and you should be able to start the conversation with them by the 8th contact on the 2nd day.

Get Back On The Phone And Call Your Leads

Back To The Phone – Lets assume by the 8th contact your lead(s) still haven’t responded to you.

Get back on the phone and follow up with your dealerships internet leads.

The phone has always been and will always be one of the best devices to conduct business.

Customers get pissed off on a daily basis hearing automated customer service systems because they want to talk with a human.

People want to deal with experts who can help them find the product that fits their needs and solve their problems.

The only way you will be able to figure out what pain points and problems your customers have is by talking to them.

Always Qualify Your Leads

There is a reason every sales process in the world has a section where you qualify your customer.

Even though your leads are pre-qualified, your sales team will still need to take them through the sales process in order to get the sale.

(Want More On Sales Process? Read This Article)

Rinse, Wash, and Repeat – If your lead still hasn’t responded to you, do not stop following up.

Customers will typically purchase a product within the first 16 months of them giving a lead.

This means you should be calling, text, emailing, and even using social media to keep the attention of your leads.

If you stop following up with your leads after the first phone call, or the 10th email, or whatever.

You’re leaving money on the table.

Continue To Follow Up With Your Dealerships Internet Leads

Your leads needs will change as time goes on.

The unit they looked at the first time may not be the unit they need anymore, so follow up and re-qualify your leads before you take them through your sales process.

Moral of the story… always follow up with your dealerships internet leads.

Don’t give up on your leads and make sure you’re contacting them over 8 times.

If you follow up with your customers through phone calls, texts, and emails you will eventually get them on the phone and be able to start your sales process.

Never give up on your follow up and watch your sales grow!

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My Dealership Sales Process That Helped Me Sell Unit After Unit

Learn The Full Sell More Live More Dealership Sales Process Here

One big mistake sales people make, and quite frankly, a lot of sales people make; they change their dealership sales process with each and every customer.

You should have a process that you use time and time again with the intentions of forever making your sales process better. When you have a true sales process that you use with every customer, you have a tangible process you can improve on. If you change the sales process with every customer, than you have nothing to improve, and that will cost you deals!

This dealership sales process I have created and used is customer centric, time centric, and is designed to close a sale in the shortest time possible. This sales process is designed to figure out your customers true needs, this way you can close the deal the first time and create customers for life.

My Dealership Sales Process in a nutshell:

The Greeting

Introduction

No matter if you’re taking a walk-in lead, a phone up, or following up with an internet lead, you have to make a good first impression. When you walk up to your customer, answer the phone, or call a prospect make sure you bring energy and tonality to the conversation.

Don’t be just another boring jack they meet everywhere else. Get them excited to be at your dealership and show them you care by giving them your attention.

One big mistake sales people make during the introduction is they want to talk news, sports, and weather and think this is building rapport. Don’t be that sales person! Build true rapport with your customers by showing them you’re an expert in your field and focus on the reason they stopped at your dealership… to get their needs met with your units!

Introduce yourself with confidence and say something like, “Welcome to Dealership Name. What can I help you with today?”

This intro is short and sweet but it tells your customers that you’re ready to help them with whatever they came to the dealership for and they will respect that.

They will reply back with some of the reasons they came to your dealership or they will reply back with objections but either way your response is the same, ask them, “Have you ever bought from our dealership before?”

The reason you’re asking them this is because you want them to know the buying process at your dealership and you’re setting them up for the next step in your sales process.

Setting Intentions Early

If they say yes or no, you will go into the dealership sales process by saying something like, “Here at Dealership Name we like to make sure our customers get the right unit the first time and we price our units to sell so we don’t haggle and negotiate. First, we sit our customers down and learn exactly what they’re going to be using their unit for and what they need in their new unit. Once I learn more of what you will be using their unit for, I will then be able to show you a couple different units that will fit your exact needs. Next, we will go out to the lot and I will walk you through the units that will best fit your needs. After we walk through those units we will go inside and I will show you on paper what those units will cost if you wanted to start camping today. If we find the perfect unit for you and the numbers line up with your needs, then we will buy it. If I don’t have the right unit today, then no big deal, we will just keep looking till we find the perfect unit. Does that sound fair enough?”

Most of the time your customer will say, “Yes that sounds fair,” because it is a fair process.

For the times your customer says, “No, that don’t sound fair,” you will want to loop back and explain why this is your process.

You might say something like, “I hear what you’re saying but the reason we do it this way is because we have hundreds of units on our lot and not all of them will fit your needs. If you allow me to learn more about what you’re looking to accomplish with your next unit, I will be able to show you units that will fit your exact needs so you don’t have to walk around the lot wasting your time. Does that make sense?”

Most of the time your customer will say, “Yes that makes sense,” because who in the world wants to waste their own time? By telling your customer why you need to take them to your office and interview them and explaining why it will benefit your customer it will get them to trust you more and it will get them lower their defenses.

Explanation of buying process

The reason you are explaining your buying process and setting your intentions early (them buying the perfect unit) is because you want them to be comfortable with the process and know before hand what they’re about to experience. People don’t like the unknown and by telling them the process before you take them through it, your customers will be more at ease and they will subconsciously agree to go down the path you want them to.

The truth is, this sales process is fair for the customer and the sales person and only an irrational person would say otherwise.

This dealership sales process is designed to get the customer the unit that fits their exact needs and is a quick and efficient process for a sales person, because in sales, time is money.

By having a fair process for both the sales person and the customer you’re showing that you’re an expert in your field and that you can get them what they want without giving them the run around like the amateurs at other dealerships are giving them.

By asking, “Sound fair enough?”

You’re making your customer agree with you that your sales process is fair and at that moment they subconsciously agree to let you take them down that process. This is a huge advantage because now you can take them down your sales process with little push back from your customers.

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After your customer agrees that your sales process is fair, you will want to take them to the office that you will try to close them in, and not to the table in the middle of the show room.

Taking your customer to your office is important because you don’t want the first time they’re in your office to be when you’re closing them.

By taking your customer to your office for the interview they will feel more at ease with being in your office. This will help you because when you bring them back to close them, they won’t feel that “O shit, we are going to the box” feeling. Your customers will see your office as a just another place in the dealership and that will make them more comfortable in the close.

Bottom line, interview them in your office!

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Interview

Trade

The first thing I like to talk about with my customers is if they have a trade or not. The reason I like to start at a trade is because you can learn a lot about your customers from their trade.

By asking questions around the who, what, when, where, why, and how method you can get a lot of good info from your customers, ask them questions like:

How much did you pay for your trade brand new?
How much do you think your trade is worth?
What things do you wish you could of changed about your trade?
What things did your trade do that you want the new RV to do?
How long have you had your trade?
What is the monthly payment for your trade?
How do you use your trade now?

By asking questions in this fashion you will learn a lot of information that you will need to know to close the sale. You will learn what they paid in the past which can give you an idea of what they can afford today. You can learn what their monthly payments are/where so you don’t show them too much of a unit. You can learn what they hated about their trade and what about their trade didn’t meet their needs and help them fix these issues.

The list goes on for what you can learn from their trade so make sure to ask a lot of questions!

Who, What, When, Where, Why, How

After you learn everything you need to know about their trade, you will want to use the who, what, when, where, why, and how method to ask them questions about how they will be using their unit and why they want a unit. Knowing your customers true wants is the key to finding your customer the perfect unit and getting them to buy today so don’t skip out on the interview!

Ask your customers questions like:

Why do you want a new unit?
What will you be doing with your unit?
Who will all be going with you and using the unit?
What places do you want to go with your unit?
How will you be using your unit?
What do you want to do while using your unit?
When will you be using your unit?

These questions are opened ended and are designed to get your customers talking about their true wants and needs so you can sell towards their rewards. Customers won’t buy your product till their perceived value of your unit is more then what they’re willing to pay for it, so you have to build value!

The only way to add value to your customers lives with a unit is by selling towards the reasons they want a unit.

In my experience the real reasons people want a new unit is because:

They want to build memories with their kids before they get older.
They want to travel with their spouse and see the United States.
They want a weekend get away they can hang out with their family while they’re not working.
They are having problems with their current unit and it is not meeting their needs.
Times have changed and they need a new unit to meet their new needs
The unit they’re in is giving them troubles and they need something new

There are many different reasons customers want a new unit so make sure you ask them enough questions to figure out their true reasons and don’t just sell them brochure language.

No customer is buying your unit because of the new features or power tongue jack. They are buying a unit because they want to travel, go on adventures, and create memories with their families. Show your customers how your unit can be the vehicle to help them do this and they are much more likely to buy a unit from you.

Learn All This And More With Sell More Live More Sales Training

Get Answers To Hard Questions

Some sale people will let their customers control the whole process and every conversation. They will ask them what their credit score is and the customer will say, “Oh, its great don’t worry about it,” and the sales person will just keep moving forward. Or you may ask them what their budget is for a unit and they might say, “Money isn’t a big deal I just want to look at some units,” and again the sales person will let them control the sale.

As a sales person you have to be willing to take control over the sale and you have to get answers to your hard questions. When a customer blows off your questions, learn how to ask again till you get your answer, because that is controlling the conversation.

For example, if a customer tells you, “My credit score is awesome, don’t worry about it.” I will typically come back jokingly with, “Nice, so you have what, a 550 credit score?”

Most of the time the customer will say something like, “No way man, I have a 750, I got that good credit.”

By getting the answer to a harder question, it helps build trust and rapport with your customers. If you let them brush off your questions they will have control of the sale and when you try to close the deal they will brush you off as well, so make sure you’re getting answers to your questions.

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Product Demo

Don’t show too many units

A big mistake a lot of sale people make is showing a customer too many units. I have even seen some sales people let their customers walk them around the lot showing them every unit their customers walk in to. This is not the way to do it!

Don’t waste your time or your customers time and make sure you interview your customers before letting them walk the lot or showing them units, because without a good interview it will be a lot harder to close the deal.

After your interview is where product knowledge will come into place because you need to pick out 2–3 units that will fit your customers exact needs and walk them through only those units.

When you give customers too many decisions they will start to get confused and it will paralyze them from being able to make a decision today.

If you do a good interview and go more then surface level with your customers in that interview; you should have the information you need to show them the perfect unit.

If you end up showing your customers the wrong units over and over again, it is because your interview process is weak and you need to get better at interviewing your customers.

Your goal is to get to a point where you can listen to your customers true needs, show them 2–3 units, and get them to close on one of those units in the shortest time possible.

Feature & Benefit Towards Customer Rewards

When showing your products, don’t just spit out what you read in the brochure and make sure you’re selling towards your customers rewards.

What this means is don’t just tell people that your unit has a power awning. Tell them something like, “This RV has a big power awning, so that when you and your family are ready to enjoy those meals you talked about. You will also have a nice big shaded area right outside of your RV to eat under. Your family will create a lot of memories under that awning.”

By giving the features along with benefits tailored at your customers rewards they will connect more with the purchase and start to see your unit as a vehicle that can solve their problems and help them do what they want to do.

Customers don’t care about the features if they don’t add rewards and value to their life. For this reason, make sure you’re selling the features along with the benefits your customers get from your units and how it will add value to their life.

Remember a unit is a want, not a need. Sell towards peoples wants and you will close more unit sales!

Trial Close Throughout Demo’s

While you’re showing your units, be sure to use trial closes during your demo.

What this means is to ask your customers throughout the demo if they want to buy that unit. Some sales people get in the habit of always showing 3 units when they wanted to buy number 2 and it might cost you some sales.

If you use a trial close on the 1st unit by asking, “Is this the perfect unit,” and the customer answers with, “Yes.” Move them to the next step and take them to your office.

When a customer is ready to purchase, you don’t want to continue to show them more units because it will only make things harder and confuse your customer.

Remember you’re the expert and the reason you’re showing these specific units is because you know they will fit your customers needs, so if they want to buy the first unit you show them, write them up on it!

Showing more units then you have to will only hurt your sales so use trial closes often to learn what unit is the right one for your customers and then close the deal!

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Some trial closes:

Is this the unit you want to buy?
Want to see what this unit would cost to own?
Want to see the numbers on this unit?

When a customer is ready to move to the next step, take them to your desk and move to the write up.

Write Up

100% Write Ups

One goal you should have as a sales person is to write up 100% of your customers. For every customer lead, internet lead, e-mail lead, whatever kind of lead you’re getting, you should send a write up to every customer.

The fact is, without a write up, a sales person will never make a sale. You will have some sales people show unit after unit and never get their customers to paper and it is a waste of everyone’s time. By using this dealership sales process and setting your intentions early, your customers will be ready for you to show them the numbers and will be happy to sit down with you.

For the customers that give you objections, a good way to get them to look at the numbers is by explaining,”I know this unit will fit your needs and before you can make an educated purchase on any unit you need to know what it will cost you. Let’s take a look at the numbers for this unit, this way you will know exactly what this unit will cost you so you will have all the information you need to make a decision. Sound fair enough?”

By showing your customer that you’re helping them make the best decision possible and giving them the information they need to purchase a unit will help them trust you.

If your customers signs the dotted line or they don’t, simply by getting 100% of your customers to the write-up you will sell more units.

Don’t Go Back To Selling

A big mistake sales people make time and time again, is they go back to selling once as they’re trying to close.

During the write up and as you ask for the sale you should be done selling. The unit they choose to look at numbers for is now the vehicle that can bring them unlimited rewards and solve their problems and that is what you should focus on to close the deal.

Selling features will not help you in the write up or in the close so make sure you’re staying away from selling features and focus on your customer rewards and why they want a unit.

Stop going back to the features and focus on closing the deal!

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Close

Go For 5 No’s

You can expect your customers to tell you, “No, I am not buying a unit today.” or “I am looking at units today because I am buying one in 5–10 years.”

If your customers weren’t giving you these objections then they wouldn’t be normal dealership customer.

However, these objections don’t mean they will not buy from you today if they see enough value in the units you show them.

When a customer tells you, “No, let me think about it” or “No, I am not buying today” I will reply back with,”I hear what you’re saying, but let me ask you this. Do you like the idea of owning a RV and building memories with your family? (or whatever customer reward is strongest)”

By doing this I am putting it back on the customer and showing them that waiting isn’t needed and that their dreams can come true today if they want them to.

As the customer may reply back with,”Yes I would love to own a RV, but its not the right time for a RV and we still need 5 years before we are ready to buy.”

You can loop back and use the same approach,”I hear what you’re saying, but why make your family wait 5 years to build memories when you can start building them now? I know you say you want to wait for 5 years, but if in 5 years you end up regretting that decision you can’t reverse time. If you buy this RV today you can start building memories with your family and living the way you want, and that will be something you will always take with you. Sign right here if you want to start building those memories and buy this RV.”

If your customer still says, “No, I really need to think it over and talk to my significant other and so on.”

You simply loop back by saying, “ I hear what you’re saying but,” and go for 5 Nos.

Getting in the habit of going past the first no and going till you hear at least 5. Doing this will make sure you don’t miss out on sales and it will also make sure your customers understand what they’re missing out on if the choose to not purchase your unit.

If you’ve done your job and the unit you’re showing them is the solution to their problems, who wouldn’t want to start enjoying life in a new unit?

The reason they came to your dealership today, instead of in 5 years is because they’re thinking about it now. For all we know, they won’t even be around in 5 years and them waiting around would be yet another mistake, so make sure they buy the perfect unit today.

Get in the habit of hearing “No”, before your customers will tell you “Yes” and you will sell more units.

Close Towards Customer Rewards

The biggest mistake you can make is not selling towards your customers rewards. Features of your units will never sell the unit and neither will a low balled price.

The truth is, people come to look at units because they’re looking for something more in their life and often times it has nothing to do with money or your shiny new features.

Customers are looking at units for their own reasons and closing towards these reasons are the best way to get a sale. Remember customers will only buy your unit once their perceived value is more then the amount you’re asking them to pay for it, and the only way to build value in your unit is by selling towards your customers rewards.

Take the time to learn your customers in the interview and ask them who, what, when, where, why, and how they are going to use their unit and take the conversation past surface level.

Ask them, why they want a unit, and why its important to them. Ask them what they’re going to use the unit for and why that is important to them. Continue to ask them questions about their wants so you can close towards those rewards!

Loop Back

One of the best ways I have been able to overcome objections is by looping back instead of arguing or trying to change my customers mind. As a sales person it is hard to change customers minds, but it is easy to get them to change their own mind.

By asking questions designed around your customer and looping back to make the customer justify why they aren’t making a purchase today will get more of your customers to change their own mind instead of you having to change it for them. Doing this will help you close more deals because it will be the customer making the decision to buy instead of your customer feeling like you’re pushing them into a decision.

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To loop back say things like:

I hear what you’re saying but why continue to wait on buying a unit if you want to build family memories today?
I hear what you’re saying but why put your dreams on hold if you can by the unit today for $200 a month?
I hear what you’re saying but why not buy the unit and start traveling with your family like you want to instead of waiting 5 years?

You can use this phrase to help loop back and change your customers minds to show them that buying a unit today is a better decision then waiting to buy one.

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Follow Up/Brand Advocate

Follow Up

Customers are better when they’re customers for life, and the only way to keep them as customers is to follow up with them.

Don’t think that just because you made a sale and the unit is over the curb that your job is done. To ensure your customer comes to you for the next unit and send their Family and Friends to you, follow up with them!

Give them a call a few times after they take delivery and make sure things are still going well for them. Ask them if they have any questions about anything they have uncovered since taking ownership of the unit. You can even help them schedule service or give them a call to remind them of different things they need to know about their unit.

There are many ways to follow up with your customers but by keeping a long standing relationship with your customers it will ensure that 1 unit sale will turn into many.

As more and more customers buy a unit from you, you will start to see more and more customers asking for you. Keep a good follow up process with your new and old customers to ensure great success in your dealership sales!

Loop Back

Just because your customer purchased a unit from you and are happy campers, don’t mean you shouldn’t loop back with those customers. As your customers get older, and their unit gets older, their needs and wants will change, and who better to help them with their next unit than you?

To ensure that you’re being efficient with all of your customers take them back through the same sales process every now and again. This will make sure you uncover any new needs and wants your customers might have, this way you can make sure the unit they’re in still fitting their needs.

If the unit they’re in is not the perfect unit anymore then take them back through the dealership sales process and learn who, what, when, where, why, and how they will be using the next unit. Rinse, wash and repeat.

Get Customer Reviews

With all of the digital technology, social media, and search engines we have access to today, it does not make sense to not ask your customers for an honest online review. When your buying customers give an online review they’re telling other people that they can trust you and do business with you, and it will help you increase sales.

People in today’s day and age trust online reviews just as much as they trust their best friend and as a dealership you have to take advantage of this.

Offer your customers a 25% discount to your parts store for an honest Facebook or Google review and make sure you ask all of your customers to review your dealership.

The more online reviews you get, the stronger your online presence will be and the more people will see your dealership as one they can trust. Use the relationships your sales team has with your customers and tell them to ask for reviews.

Most people have a smart phone when they’re shopping for units, so after they purchase, have them pull out their phone and give you a review on Google and/or Facebook. This small practice will help increase your reviews weekly and will lead to more sales.

This is my dealership sales process that I used to close deals and sell a lot of units so I hope it helps your Dealership do the same!

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Original Post on IMR

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Why Good Sales People Leave Your Dealership & How To Get Them To Stay

Learn Why Good Sales People Leave

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A lot of good sales professionals I have met tend to jump from dealership to dealership and a lot of dealerships wonder why good sales people leave. I have been in sales since I was young enough to work and I have met all kinds of sales people. I have met exceptional sales people who are making a boat load of money and I have met complacent sales people who are comfy where they are at.

The problem you will see at a lot of dealerships (and for businesses) is the good salesmen will leave while the mediocre salesmen stay, but why is this?

I have come to learn that most of your good sales people are more entrepreneurial and they like to make money while doing what they want to do. They can get mad at one little commission change or they might just want something different and poof they’re gone and you’re left with a mediocre sales team.

After these sales people relocate, I have made it a habit to ask them why good sales people leave their previous dealerships and a lot of their reasons were the same.

They feel they weren’t being used to their full potential
Their company was trying to control them or cut their commissions
They wanted to start their own venture
They didn’t like upper management

These are just a few of the reasons I have heard over the years but the real question is, how do we get our good sales associates to stay?

Start Using Them To Their Full Potential

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Most of your good sales people will be more entrepreneurial and driven and you have to keep them engaged with your business. Sometimes the lack of challenge for a sales person is part of the reason why they leave and really they just want to do more for the dealership.

When you see a sales person excelling and putting up numbers, see how you can get them more involved with the business. Whether this means getting their opinion on how your dealership can improve your sales process or how the dealership can help the sales associates sell more, ask for their opinion and keep them involved.

If you don’t keep them involved with the business they might start to look for other opportunities where they feel they can be used more. Remember good sales people aren’t with your company just because they want a job. They are with your company because they want to help you grow and you have to let them help you!

Pay Your Sales Team What They’re Worth

What happens to a lot of good sales people when they start to land bigger deals is a company will cut the commission on them and all sales people, not just the good ones, hate this.

Good sales people are hard to come by and a lot of them work hard to be good at what they do. When you start to mess with your sales teams commissions you will start to lose good sales people because they will take it as a slap in the face and they will leave your company on principle alone.

Dealerships and companies have a bad habit of not rewarding their sales team when they do a good job and it hurts the business.

When good sales people land big deals or are doing well make sure you reward them instead of punishing them. Instead of cutting commissions or lowering the pay scale when sales associates start to sell more units, give them a bonus or an extra day off. Things like this will make it so you don’t lose your good sales people and they will respect you more and work harder for you, which will increase sales in the long run.

Dealerships and companies have to remember that nothing happens without sales and when you have good sales people they’re worth keeping. Lowering sales commissions or pay scales might seem like a good way to increase your companies revenue for the short term but it is not. In the long term, the money you will lose for not being able to hold on to good sales people will out weigh the money you’re saving in cut commissions. Do yourself a favor and pay your sales team good!

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Stop Trying To Control Your Sales Team

Some dealerships make the good sales people work longer, harder, and with unrealistic expectations to pick up the slack for the mediocre sales associates and again, they hate this. A lot of good sales people have a “work hard, play hard” mentality and when they land a big deal they might want to take a day off just because. Let them have their day off and don’t slam a bunch of work on their desk.

Giving them an extra day off or a bonus will reward them and show them that you respect their hard work and because of it you will see them land 100 more big deals. If you try to control them and look at them as your cash cow and you will see them landing big deals for other companies.

Don’t get me wrong, this doesn’t mean all good sales people won’t want extra work. You have to know your sales people and understand the way they want to work. Some sales people will work hour after hour with no issues and actually love it while others need a day off and want to enjoy some of their hard work.

Know what kind of sales people you have and use this to your advantage. If you have to give a sales person an extra day off because they landed a big deal then have a good sales person on the team who don’t mind picking up the customers while they take a day off. The small act of learning your sales team and allowing them the freedom to live their life and make a good living with your dealership makes all the difference. Keep your employees happy and they’ll want to help you grow, try to control them and you’ll watch them leave time and time again.

Sometimes It’s Out Of Your Control

Good sales people usually come with more entrepreneurial blood and sometimes they want to do their own thing. The harsh reality is sometimes it’s out of our control and you have to respect this. Good sales people think that any company can prosper with a lot of sales and sometimes this makes them want to go out on their own. If you burn your bridge with these sales people because you’re mad they’re leaving your company then you’re making a mistake.

One thing sales people usually don’t understand about starting their own venture is its harder then just making sales. A lot goes into running a business and some sales people are good at selling but bad at managing and sometimes they have to learn this on their own.

If a good sales person is leaving to start their own venture you should inform them of these hardships and ask them if there is anything you can offer them to stay, because as I have said before sometimes they just want a bigger challenge. After you talk with your sales person and if they still want to try their own venture then you have to respectfully cut ties with them and tell them if it doesn’t work out they can come back. Doing this will build their respect for you and if their venture doesn’t work out they will come back to your dealership and work harder for you than ever.

As Richard Branson has been quoted saying, “Train people well enough so they can leave, treat them well enough so they don’t want to.”

Have Leaders In Management And Not Busters

Being in the Army for 7+ years taught me a lot about leadership, and one of the biggest things you have to understand is leading by example. Good sales people, for the most part can get a job anywhere they want and they don’t choose to work for your dealership simply to make money. When your sales people start to lose respect for their upper management and don’t want to work for them you have a big problem. Having upper management that don’t know how to lead a sales team can cost your dealership a lot of money.

Interview your sales team every so often to make sure the team cohesion and morale stays high. Make sure they want to work for their upper management and that they respect them. Ask questions to find out if they’re learning and training with their upper management on a daily/weekly basis because training with your team is a great way to build team cohesion and chemistry.

You have to put leaders in management that are going to train and push your sales team to grow in a healthy way. Good leaders have a way of pushing people without making them mad. They have a way of getting people excited to work for them and sales people always strive to get better when they have a leader they look up to and respect.

Address The Management Issues

As an owner, when sales people leave your dealership you should personally talk to them and find out why they left. If upper management is the common denominator for your best sales people leaving your dealership then you hired a buster and not a leader and you have to fix this ASAP. When you take responsibility for your upper management and get rid of bad apples in the team your sales people will respect you. There are a lot of busters in management right now and they are costing your dealerships a lot of money.

Show your sales people you respect them and give them a leader they can respect and look up to. Put people in upper management that are willing to be in the trenches with your sales team and that will help them grow. When you build a strong team of people who work together and have good chemistry you will smash your goals time and time again.

Be a leader, not a buster!