We know that everyone struggles with collecting, especially when setting up a promise to pay. In this episode, you’ll hear a real recorded call from one of our trained collectors as they handle a tough promise to pay situation. Listen in as they apply proven techniques to guide the customer from hesitation to commitment, and walk away with a payment plan in hand.
Everyone at NIADA was buzzing about AI, and many AI companies stopped by my booth to see how their product could "solve all my problems". In this episode, I will dive into my opinion on AI, how you SHOULD be using it in your dealership and why it needs to be set up correctly. Settle in, it's worth it!
WE ARE BACK WITH AN EPISODE PACKED WITH PRICELESS ADVICE!
Do you struggle to keep staff? How is your company culture? Are your pay plans negatively shifting your sales teams focus? Bob Marquardt from Red White & Blue Auto in PA joins us for this incredible chat on employee retention, pay plans, structure and company culture. His techniques have helped RWB retain the same sales staff for years, and he is here to share his secrets with us!
In every industry we experience situations where we need to deescalate a situation or handle an objection. Doing this over the phone can be challenging. This is why I created this podcast to provide you with some quick tips you can use in these situations. I know they can be difficult, but remember to take a deep breath and not take it personal!
I know we all LOVE to text, it is easier, and contact rates are often much higher - but you should be using texts to start the engagement, not to sell the car! In this episode, we'll review exactly what happened to a customer over 24 hours, with every communication being text.
When a customer calls the dealership, yes they’re seeking information, but more importantly, they want reassurance and expertise! All too often when we "wing it" we answer too many questions, demotivate the customer and fail to steer the conversation in the right direction. Following a simple word track such as one of C&M Coaching's word tracks, can help you control the call, be prepared, simplify your calls and overcome objections. In this podcast, let's talk about why we see struggles with following a word track, why we NEED a word track and how to overcome your hang-ups with using one.
Are you struggling to get your team to call your internet leads? Yes, I can't believe I just typed that question (and you may hear some frustration in my tone: sorry, not sorry), but I keep hearing that sales are exclaiming "no one answers their phones. Calling is pointless". I bet they just aren't doing it right, in fact, our own independent research proves they aren't doing it right. So in this podcast, let's address the contact rates you should expect based on response time, and I will provide some tips to help you manage your team effectively. Whether it be following a script or a new process in general, there are ways to increase your success when rolling out a new process or training program.
Internet, inbound, and walk-in are all leads. How do we put together a good follow-up process and schedule? As promised, here are my tips for success in these areas.
Most of the time we say things without even thinking about the impact our word choice has on the goals we are looking to accomplish. However, phrasing things weakly to a customer can have several negative psychological effects, often resulting in a less favorable outcome for both the customer and the business. This podcast will explore how weak verbiage can impact Collections, Sales & Service. I will also review how you can turn it around to positively impact each respective department.
Settle in, this is my longest solo podcast, packed with details.
Ginger Lauderman, a Byrider Collections manager for 13 years, and Coaches Jim & Michelle Rhoads from White Hat Way will be joining me to discuss the importance of customer service in collections calls. We will play a few calls, and share LOADS of tips and tricks to help in every aspect of collections calls. Don't miss it!
Using a customer's tax refund to help with the cost of a vehicle has been popular for years! It is one of the easiest ways to draw traffic into the dealership at this time of year. Bill Neylan from Tax Max joins us to talk about how their program works, how customers can benefit from the service, and about their new product that makes things even easier for the dealer! Listen long enough and you will get a coupon code for 40% off their regular price for their VIP Package.
We are all in this business to help customers get quality vehicles, using a service like this can help you grow your sales and improve customer service by providing flexible options for down payment. Listen to this episode and see what Tax Max is all about!
We will also discuss the upcoming BHPH United Conference in 2024 at the Bellagio in Las Vegas!
People love to tell me how they handle their calls versus how I suggest handling them. I am always interested to hear what works for dealers, and if there is a better way I will absolutely adopt it. I love learning and I am well aware there is more than one right way to do something, but is it always better? In this episode, I will play a competitor call that we were requested to make into a dealership. You can hear some of the different techniques this store uses on customers and my professional opinion on them. Then you can decide for yourself which way is better.
EXPLOSIVE EPISODE!! Anamaria Beck joins us on this episode to talk about all things marketing, including call quality, handling lead responses, Facebook paid ads vs. boosting ads, tag lines for BHPH marketing and even posting tips to generate more traffic to your website! DO NOT miss this episode of 2 spicy experts cooking up FREE training and tips! WARNING: We created this episode to light a fire in your belly to make changes that will positively impact your business, so - be prepared!
Join us as we chat with Tommy Brandis about handling internet leads, call quality, down payments, and the upcoming MidAtlantic IADA Conference and its soon-to-be-reforming Dealer 20 Groups. See you in ATLANTIC CITY September 24th - 26th!
https://www.midatlanticautodealersunited.org/2023-convention
There are lots of excuses we have heard over the years as to why an account didn't get verified, but I have never heard one that was actually a good reason. It takes seconds to do and it protects everyone involved, the collector, the customer, and the company. So, let's talk about what you should verify and how to get it done. Trust me, it will be a huge benefit to your collectors once the customer buys in!
NIADA's Bill Elizondo joins us to talk about NIADA 20 groups and the upcoming NIADA convention June 19th- June 22nd at the Wynn in Las Vegas. Check out this session to learn more about Bill, his morning routine, Dealer 20 groups, and the convention! Jam packed episode!!
In this episode we will talk to Justin Osburn from Smart Groups: 20 Groups Reimagined. We will talk about sales, Smart Groups, phone calls and chat! Check out this episode to learn more.
Whether you have considered attending this event or not, this podcast is a must-listen! You will hear all about the great speakers, topics, and content that will be covered at Compliance Unleashed: Navigating Turbulent Waters, May 22nd - May 24th at the Embassy Suites, DFW Airport North. We will talk about who should attend this event, why, and what you will learn. This is not another boring compliance event folks, this is an event where your team will not only learn but have fun too!
We speak and we don't really think too much about our tone or the rises and falls in our voice. However, your voice inflection plays a significant role in your life, especially in sales. Let's talk about how and when your brain starts to recognize voice inflection and what you can do to use it to your benefit during phone calls. This is a scientific one folks, so put your seat belts on!
You do not want to sleep on this event! Get your tickets now by going to bhphunited.com! Bill Neylan, President & CEO of Tax Max (also treasurer of BHPH United), and Paxton Wright, Managing Partner of Primalend (also President of BHPH United) are here to talk about the event, what you will learn, why you should come, and why BHPH United was formed. Check it out!
