Our best customers are the ones that we already have. We
make friends when we make sales but we don't take advantage
of our most willing supporters. Why? Because we don't want
to hear any negatives or we don't just don't care. If we
don't care we have a major problem. If we are afraid of
rejection, we need more training.
When we sell a person a car we know more about them than
anyone else that they do business with. If we have done a
good job selling and are offering good service after the
sale we have earned a valuable referral. Slam-dunk artists
who move from dealership to dealership reap what they sow
which is nothing. Be a professional.
When a customer calls you for assistance make sure that you
do everything that you can for them. If they have a service
problem, go to your service manager to get the problem
resolved. Helping your customer is your job and your
responsibility if you want them to send their friends and
family your way. This is not a license to be a give-away
artist but you need to treat them like they have never been
your customer to keep them as your customer.
Keep a file of your customers. Use this file to send
birthday cards and greeting cards. Take the time to write a
note by hand and tailor the card or message to the person.
Example - Robbie Goldstein will not be very impressed with a
Christmas card. Bottom line - stay in touch.
When you are given a person to follow-up on, do it. If you
ask for a referral and don't act on it you may not get any
more. People want service. Having served a friend of theirs
is the best way to get their future business.
When you see a salesperson that consistently sells 20 or
more units per month you can be sure that they have a strong
referral base. To make the most money as a salesperson you
will need to stay in one place and take care of your
customers. After a couple of years floor traffic will no
longer control your income. Many salespeople jump around
from employer to employer but you will find that consistent
performers stay in one place for a long period of time. The
law of averages will work in your favor as long as follow-up
remains a top priority during your journey to success.
Contact Jim Ziegler at 800.726.0510
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