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CGC Media & PSX Digital Introduce the rebrew of DealerCast 2.0 - Episode 7: Ten Two & Five
CGC Media & PSX Digital Introduce the rebrew of DealerCast 2.0 - Episode 7: Ten Two & Five
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About this episode
DealerCast 2.0 dives into effective sales management tactics with hosts L. Ramirez, Frelenard, and guests Larry Bruce and Jeff Blues. The discussion centers around the 'Ten Two & Five' framework, emphasizing the importance of structured sales huddles, confirming appointments, and following up with customers. The hosts share personal anecdotes and insights on the evolution of car sales, stressing the need for accountability and coaching in the dealership environment. With a focus on leveraging technology and maintaining a proactive approach, this episode offers valuable strategies for sales managers aiming to enhance performance and customer engagement.
Topics:
sales management tactics
effective follow-ups
appointment confirmation
coaching culture
sales huddles
technology in sales
accountability
customer engagement
performance metrics
evolution of car sales
Cars:
Chevrolet Corvette
CGC Media & PSX Digital Introduce the rebrew of DealerCast 2.0 - Episode 7: Ten Two & Five
CGC Media and PSX Digital Power Sports are excited to announce our Rebrew Series of DealerCast 2.0 with Larry Bruce. In this episode we are joined with Jeff Loos and discuss best practices in managing your day with the Ten Two & Five method. Let’s Brew!
Don’t forget to share and subscribe!
Brew Brought By:
https://motoix.com
CGC Media and PSX Digital Power Sports are excited to announce our Rebrew Series of DealerCast 2.0 with Larry Bruce. In this episode we are joined with Jeff Loos and discuss best practices in managing your day with the Ten Two & Five method. Let’s Brew!
Don’t forget to share and subscribe!
Brew Brought By:
https://motoix.com
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Car
Chevrolet Corvette
"... huge man with six foot six, would fold up into a Corvette, an eighty and an eighty five Corvette. Dude, you..."
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Hello, and welcome to Dealer Cast two point oh, brought to you by CGC Media and exclusively sponsored by PSX Digital, a moto X company. If
you want to consume more bruised or for more information, go to psxdigital dot com. Let's get this conversation started. Let's brew what's going on? Car
guys and car guys. It's l Ramirez, the Car Guide, Frelenard,
Subprime Hero and we are hanging out over here with Larry Bruce and Jeff Blues and some fun everybody. Welcome to the party, guys. Excited for another
marvelous Monday with you guys, and it is always a good time that good is. Welcome to the Dealer Cast two point oh, where we talk about
some stuff that just needs to be talked about. Everybody inside of this business,
especially when we talk about tying together the tactics and the tools and the technologies that we all use, we want to make sure that we do it effectively. This is right here. We would be inside of a class and
I would say, everybody say effectively, So do a favor for everybody, and let's make sure that we are doing this effectively. And tag a car
guy, Tag a car Gal and share, Share, Share, share, share share get this out there, folks, And I'm excited to get this out there because we are going to be talking about some really amazing stuff today.
Man. What's sales managers, folks? What's going on? What are
they doing inside there? We're talking about some numbers and I and Larry he's
bringing some tactics for us to be able to share with you all so you guys can be more effective throughout the day. I'm pumped up. Sales managers,
get on here, share it. If you know a sales manager,
tag them. If you know a general manager who needs help with their sales
managers, tag them, tag them, tag them, get them in here because this information is going to be for free right for one and two.
It's effective because it works. And Jeff Loose knows because he's been bringing into
other stores right now they're using this tactic and it is working. So can't
wait to hear more about it. I'll just stay as you start, Larry,
hope is not a plan. A plan is a plan? Tell us
what the plan is? Actually a book named No. Hope is not a
strategy. I've read that book. It's pretty good one. So if you
want, if you get a chance, pick it up. But definitely it's
funny because the car business is one of those few businesses where you could come in. I told I remember telling my the first dealer I ever went to
work for Roncraft, great guy, huge man with six foot six, would fold up into a Corvette, an eighty and an eighty five Corvette. Dude,
you don't just he had to fall into it, there was no way.
But he wouldn't drive, he wasn't driving anything but a vet. But
act he would photo, but you know he used to. It was It
was funny because I used to tell ron all the time, this is one of those businesses where you don't really need a college education and you can make more than any college educated person out there in the world. It's just one
of those unique businesses where if you just learn how to be good with people, learn how to answer questions, be the right person, be willing to work, you're gonna make really good money, better than most college gradualates.
So it's funny to me when I hear some of the things that I that some of the things that go on with with salespeople and how things have changed, but they really haven't changed. I think one of the biggest things that
has changed. I got attributed to this, this poem that really Jackie B.
Cooper wrote, and but I got somehow I redid it and posted it and it got all twisted around. My picture got i'd really, but I
want to be clear, Jackie B. Cooper wrote the American Car Salesman.
But if you but right now, if you will google American car sells poem, I come up as it's by me, and it's not by me.
But when you read that poem, and everyone should go read it, you can really see how the car business, how we the car the dealership sales, whether it's car sales, power sports sales, are v sales, motorating built, how we created a little bit of our own problem because before in the fifties and sixties and seventies, when Clint McGee came up and Jackie B.
Cooper came up and we were they were training you on how to sell back then, and even when I started in nineteen eighty two, I even hate saying that even when I started then we would literally go out and generate our own business. I would go, I had a pat I had a
process where on Mondays, I set my mind path. On Tuesdays, I
would go into these barbershops and beauty parlors. On Wednesdays, I would go
to a lot of the hardware stores and just places around the city. The
town that we were in that was Baytown, Texas, and I would give out donuts. Row Schuors my card. This is I generated my own business.
And sometimes right around not too far after that, probably two or three years, not even maybe a year, we did the dealership started generating leads for the salespeople. And when that happened, you were no longer the American
car salesman. The way Jackie described it, you were not an entrepreneur.
This was no longer your own little business, within your own little business.
The dealership's paying money to bring you opportunities. Now, and when the dealerships
paying money to give bring you opportunities, you have an obligation to the dealership to do something with those opportunities. And no longer your opportunities anymore. You
didn't generate them right leadership standards of opportunities. And so that's about when that
change happened. And that change wasn't it wasn't like you here today, what
we'll do. I'm sure we're going to We are going to do a podcast
and the Magnet or the what is it called the huge changes that are happening in the car business that have been happening for twenty four years. It's we've
been under huge change for twenty four years. I think every year this is
going to be a big change. The one. It's so weird to me
because we you know, all businesses change, and all businesses go through evolutions, some big, some small, but they all go through evolution. And
so we've been in this evolution for the last twenty four years, and I think we've really it's really not an evolution. It's just the realization that giving
the customer all the information they need to purchase upfront is what they've always wanted, and we have to give it now. We have to. You can't
skirt around it. You can't usually can't do the Mexican hat, dance around
around all that nonsense, because they can go get it. Yeah, And
it's funny how that happens. But during that time, we were just saying
that the manager Ferry comes along and makes you a manager as a salesperson, and you're in. You're and yeah, and then you're magically just know what
happened, what to do. So let's talk about it today. When I
was coming up as we started to buy the stores, and I was trying to just standardize some of our procedures, I call it ten two and five, just what you as a manager should do during your day and what times of the day you should do it. My manager's day always started at nine
point thirty with the sales huddle. And we talked earlier to this in earlier
podcast about the sales hitdle and the salesheddle report and what should go in a sales huddle. We had to figure it out. Good news for you,
if you're on PSX PSX votes, you'll report for it. So it's literally
a second sales huddle in seconds, which would have been die was so great when I was in the store. But so you start to a sales hutle,
but then at ten but you got to get in and start doing your job as a manager. And your job is you're a sales manager. You're
not a desk guide. If you could do me a favor personally, please
could we eliminate the desk guy terminology? Can we just take this guy out
of the car, out of the vehicle sales world in general. Please,
I would be so appreciative. I hate, hate, hate that term because
the first time I heard this one, yeah exactly, Yeah, we changed into a desk. You're a sales manager. You're a sales manager and your
job is to manage sales. To start at ten o'clock in the morning,
right after your sales huddle. What are we going to jump into and anything
that's going to happen on the floor is the most important thing of the day.
There is nothing more important to you than that customer on that floor.
So you've got a whole list of people, hopefully if everybody's doing their job, You've got a list of people a supposed to show up on that floor today. They are appointments. They need to be confirmed, confirmed by the
salesperson. Talk to the customer. Please, yes, they yes, they
do. They have a harder time saying no to a person than they do
to your bot or your text or whatever. Call them up and then right
then and there, if they can't make it, reappoint them. Don't wait
do it now. You know this is serious business, So checkically in the
sales huddle. You should already have gone over the ones that have not been
done. By ten thirty in the morning, you should have every one of
your appointments confirmed. It's just say confirm, confirm on your dashboard. Done.
And I ought to be able to open up any one of these and listen to the and the confirmation and don't think for five minutes. I ain't
gonna spot check it. Don't tell me it's confirmed if it ain't, so,
I'm gonna spot check it. That's me. That's my job. I'm
the sales manager. I'm here to manage the sales. I'm not here to
manage the desk. That's why I'm not a desk manager. I'm not here
to manage the rest of the store. That's why I'm not a general manager.
I am here to manage the sales. I'm the sales manager, and
I'm gonna see to it that I got verified sales, verified opportunities to make sales every single day. That's your job. I mean, if you do
your job really well, we get you amazingly. You start selling more bikes,
start selling more to the machine, start selling more cars. It's magic,
it's not it's actual process. Confirm appointments. Then start looking at your
follow ups for your day. How many follow ups do I have to do?
You does each one of these sales people need to make and are we going to are we going to be able to get through them? You know?
Now, the floor manager's job is to work with the salesperson on the quality of the follow up. And if you're the sales manager and the floor
manager, then you should be working at the desk with the salesperson the quality of the follow up. That's a one on one, right. But let's
take a look at your follow ups for the day now. This is if
I see you standing by the water cooler, I see you trying to get a date with the receptionist, I see you trying to If I see these things going on, I'm gonna come tell you, hey, brother, you're a long way from being done. Let's go get out on the phones and
let's get our follow up done. And today it's amazing. It's amazing because
follow up so much easier today than it used to be. With text.
Oh my god, I don't have to I don't have to call somebody to find In my day, we had to pick up a phone that had this little wire running. You may have seen them before. It's this little curdicure
q wire that kind of goes between the phone and the charger charger actual phone.
We used to call them phone cords back in my day. This is
scary for some people. Yes, you were stuck to the wall. WHOA,
yeah, WHOA. I can remember. I can remember my first day.
The sales manager, Jim Simpson, took me back on the row of our sales. Our sales offices ran down each side of the showroom. The
showroom was out here, and then you had offices that went down each side.
The desk and the middle receptionist desks here was in the behind actually the desk of the floor, the sales manager's desk, and so the left side as you're looking at the back of the short showroom. And then the ron
Craft's office was right here, his big office right here, and to the you know, just to the right of his office if you're looking out or left, if you're looking at it was the row of office as I was on and I was this office in the very back left hand corner was very big, right and if you got it, if you ever got to, if you went you've arrived in the car business, when you have a head in your office that in a bar so mine was the very last office on
the left, and I can remember it vividly. As we're walking down there,
he says, I'm gonna put you down here on the end of death row. That's told me at the beginning, right, you have a little
I'm at the end of death row. So anyways, the bottom line is
we get off track a little bit there. Because we're always having fun on
this show. I love this. I love this. We get off track.
It's fun stuff. But you know, get to be serious. Follow
ups for the day is what you've got here. You've got to work with
your salespeople on Then there should be a manager. If you have a floor
manager, should be with your floor manager. Who's not keeping up with what
we need for the month, who's behind which salespeople? Those are the people
I need you to go focus with. Do one on ones with I need
to make sure one they're just getting the job done, they're doing the work.
Two are they doing quality work when they do it? Help them with
both. That's your Those are your one on ones. You always have a
coaching plan from the bottom and always have a coaching plan for the bottom three sales guys. You want to do that OJC's bottom three sales guys, Litmus,
Yeah, yes, that OJ's on the job coaching the bottom three.
Yeah, we're getting there. On the job coaching for the bottom three sales
guys, and then those guys as they're going to get getting coached up.
There's one thing that there, there's one quality that you have to have for a salesperson to be to work and to work, to do efactive and in the organization, but to do effective work with my organization at that time.
Or you should adopt this policy. I everyone should adopt this policy. Be
coachable. If you're not coachable, If you're one of those salespeople that gets
up and says, I've been doing this for twenty five years, I don't need any practice, goodbye. That's really leave. Being coachable in care factor
are the same thing to me. I just you don't care. I don't
want you here because then you're never going to be coachable. Yeah. So
if you're one of those guys, if you got one of those guys, just give him a salesman SAMSONI that's a box from the parts apartment, perfectly novel. I like val Beeline, whatever you guys got in the parts department
that works for me, that works, that's a salesperson, Samsonite that they've got to be coachable. But coach those bottom three. Coach them up or
coach them out. You got to some people just aren't cut out for this
job, and that's okay too, but you just need to find out are they not give them enough attention to find out if they're not. And that's
the thing that I believe is why we have the situation that we have in the industry, is because we haven't had too much of a coaching culture throughout the industry helping to develop sales pros into managers. Quite often, the sales
manager becomes a sales manager because he was a pretty decent sales pro that basically petitioned for that next position when it opened up and said that that was rightfully theirs. Where that person might have great opportunity and great ways to motivate and
get themselves going, but don't necessarily have the time in service or the experience of a leader or a coach at that time. They were just really good
on the field. That's like taking a really good running back, and now
he's no longer on the field, we're going to just make him a coach.
That doesn't mean that he knows how to get the best out of other great running backs. He only knows how to perform well at what he knows.
And what I love about what you do have for them is something that we wish we had as managers is to be able to provide them the technology to say this is what you need to do now with the people that you have, and at least have that framework. It may not help you become
an empathetic individual that understands how to motivate a person and the nuances of personal development, but giving them a tool that says, get this done here and now you're actually managing because you're using the systems to manage your process and your people. And I think that's awesome, especially for the new breeds that become
managers, because just because they got a little bit of horns or antlers growing doesn't mean that they really know how to make things move in the right direction.
Lou one of the things that we've really uncovered and better defined in the last couple of months is that's great we have a CRM. We have a
website, we have a robust contextual marketing plan that form. But the reality
is what you hope to get from us is the process around that. It's
great that you have the widget, but now what do I do with it?
And so what Larry's talking to is the entire system set up based on word tracks and thoughts behind it and the winds and motivating people to do their job easier and better. But there's a lot of process built into that.
And that's what's special about what I think we're doing. You don't just buy
a seer them in a box and say now go use it. Can't have
fun. It's very intuitive and helps you with that and coaches along the way.
And so we're going into today. Yeah, could you imagine ordering a
Hello Fresh box and it's just a bunch of food sitting in the box and I don't have the recipes. You're good, figure it out, you know
what I mean. You've got this. But that's what we've done so often.
Right here you go, here's all the elements. The other thing we've
done for years is hired warm bodies to fill somebody in instead of finding the right coachable person that we're now giving them a playbook and a plan and involved involved with it. Yeah, it's at the end of the day. I
think that's the thing that I guess Bob, that drove us the most when we went to hires. Are you coachable then are you going to put in
the time? That's the work ethic is the second thing. You're if you're
in a car dealership, or you're in any type of dealership, car leadership, power sports dealership, it doesn't really matter where you're at. In a
dealership, you've got to be ready to understand you're going to give this some time. Then it just is what it is. This is not a nine
to five job. It's just not going to be. If you want a
nine to five job, then go find you one. They're out there,
there's plenty of them. Yeah, they're not going to make the money you
got to. You're sacrificing the money for the time. And for some people
that's okay, and there's nothing wrong with that. But you got to find
the right person who's willing to put the time in and a job. Somebody
just to take it up, A buy a warm body just to take it up. That's scary. But if you but if you're hiring a warm body
and you plan to coach them up. That's different. Yeah, So don't
get a warm body to take an up. Get in that warm body to
coach up. That's what you want. Yeah, And there's a lot of
there's a lot of those people of really good younger even younger kids. Hear
so much about the millennials and all these other things. There's a lot of
people who've ruined it for others because they've put in the stigma of a particular age or whatever. There are still people that want to work. I run
into twenty year olds that want to work. I run into thirty year olds
that want to work. There are people out there that want to work.
Don't We don't know how to work. That's what I think the issue is.
Most managers don't know how to work their people, don't know how to put them in a direction that makes them succeed or advance the cause forward.
And that's what I love about what you're providing is that you're helping them have those tools also that mad that they probably didn't have themselves as they were moved forward. If I in my sales manager days, if I could have took
my cell phone. Oh that floor manager's view in PSAX, if I could
have took myself phone over to a test salesperson's desk, pulled up their follow ups that they've made for the day and play them and then coach them on that right there, thirty minutes at the desk. Yes, it's freaking easy.
I hate to say it like that, but we didn't have anything like that. We're guessing what you guys are saying. Here's what I'm here's what
you should be saying on the phone, but I don't know if you're really saying it. I mean, in our system, we do a really nice
job of tracking reviewed and unreviewed follow up, whatever the opportunities are for the day of the week, the month. And you get into these stores and
there's this plethora of unreviewed fault by the managers, and like, what are you guys doing. You've got phone recordings, you've got text you've got emails,
you've got when their scheduled. If you get in there and the appointment
should be in two days instead of four days, you can listen and say, hey, you dropped off track. Or the amount of salespeople get out
of that unreviewed follow up is unbelievable. But they have it right in front,
they're not using it. It's crazy. There's more business there than any
one hundred thousand dollars with an advertising level by agree, Yeah, but you'd rather but you'd rather go spend one hundred ground advertising growth from the fringe drive drive growth absolutely on the fringes. You know, get better, Go get
the stuff you're not getting, Go get some of That's where the growth is.
Yeah, that's right. Trying to shove more potatoes into your five pound
bag. It's just gonna make mashed potatoes in our minds. Yeah, and
then, and that's what we've done, and that's been the habit of the industry, and that's how we've adjusted. And because we are so shortsighted that
everything has to be at max thirty day turnaround for something that we need to work out for us, we never really find out what a good process sounds like, or what a good process feels like, or what a good prospect making it in this business looks like. After we with the proper installation and
implementation of processes and habits. The issue is that this isn't often a habit.
Usually we only are reacting to things going wrong when everybody's selling cars and things are going good and the market's heavy and doing great stuff, high fives, We're amazing somebody three, and then all of a sudden, the wall comes and everybody goes, what do we do now? Like I thought,
processes, I don't right, And that that's it's hilarious and it's been so funny that we that now we get to look at it and say, what are what have we been doing? And I think that's something that's happening all
throughout the industry right now, is we're all starting to really wake up and the hangover is coming off, and we're all a sudden, what are we doing? And wait a minute, what can we do? And that's the
posture that we love the most is the people that say, Okay, what can we do to make this adjustment? What can we do to not continue
to regress into this is just the way that we always done it, or this is all that we know because going forward we have an entirely different generation.
Like you said, this change has been like twenty four years. Those
people are buying cars now, twenty four year olds. So when this was
an infancy, now it's buying cars right now they're actually in the market doing the things that we were trying to prepare for back then that needed to change back then. But these kids aren't waiting for us. The market isn't going
to wait for you to catch up to their thought pattern. Right. We
have to catch up to them and fast. And that takes processes, because
people are now having a process to how they buy a car better than we have processes of how we sell one. And for them it's pretty easy,
right. I can hop, skip and jump throughout this web without having to
ever meet a salesperson. Guys like Brian benstuff you fall him online. He's
always above the curve. He's always thinking about what's next and how do I
take advantage of what's coming and how do I get into the front of it.
There's just not enough that look at it that way and tools like this or how you do that? What's possible? Right, that's right, Brian
Ben suck. So to recap a couple of things to recap. Let me
recap the beginning of the day. Let's recap the beginning of the day nine
thirty to ten. That's your sales huddle. Yes, okay, you should
be able to knock that entire thing out in twenty five minutes, giving yourself five minutes to get up to your desk and get going. But twenty five
minutes is what you want. Nine thirty to ten, that's my sales huddle.
Great. Then ten o'clock. I'm looking at my point, my first
thing I'm pulling up. Let me look on. Let me look on if
you're in PSX. Let me look on my smart board. Let me see
all my let me see all my opportunity, all my appointments for the day.
Are they all confirmed? I need green across the board confirmed. If
not, Hey, Bill, I need you to confirm this right now.
Let's do it right now. Pick up your cell phone. Just do it
right here in front of me. Just do it. Let's get it done.
It's on your desk, it's on your it's and your app, on your plan. You could push the button and it will just call you.
Don't even have to do a thing and record the entire thing. Don't have
to do anything. I don't need you to go back to your desk.
Bell, I don't need you to do anything. I just need you to
open up your cell phone and make that phone call. Hey, if you're
coaching your bottom three and he's not around schooling. Do it yourself. Just
get it done. You don't want to lose the opportunity because Bill's not getting
this job done. Yeah, so, Bill, I need you to do
it. Do it here, do it now. I'm not I'll get to
a bot. No, there is no way I'll get to it. Do
it here. Do it now. Takes less than it It takes less than
two minutes. Bill, You've got nothing more important than to make sure somebody's
coming to buy something from you in the next two minutes. I assure you
there is nothing more important. But I need to move this bike, boss,
and I need to move this thing. You can move it in two
minutes. You know what. Here's a good thing about my here's the good
thing about my position. I can just I can allow you to move that
bike in two minutes. Yeah, so let's do it. Let's do it
here. Do it now. Don't worry about the bike. Do it here,
Do it now. Okay, then follow us for the day. Confirm
everybody. Hey man, you got twenty four follow ups today, a lot.
You're gonna get on that right out right. We get the show room
done. I need you to get on this and get in front of the
day. In this case, we call it getting in front of Alma.
And believe me, you all want to be Yeah, you're not. You're
gonna be very unhappy if you don't do it. But I want you to
get ahead of the day. Let's go ahead. Let's get these twenty four.
Let's get these twenty four follow ups knocked out. It's easy not just
pull it up. Send a text, pull the next one up, Send
a text, pull the next one up, send a text, pool the next one up. You can knock out twenty four follow ups in approximately less
than an hour with PSX. But do do you use text? Get a
hold of everybody in the morning you can and handle the responses as they come.
This is the best way in the world to handle follow up. It's
the best there is. So get that done. All right. Now,
let's have a support where they go find my floor manager. Let's say let's
talk about you know, what's going on and who we need to coach up, who we need to stay on top of and watch. You know,
Bill's been here for a long time. I know Bill's a great sales guy.
We love Bill a lot, and he likes to tell us how long he's been selling shit, So we get we get it. Bill's experienced and
selling stuff, but Bill's also experienced and how to get around the CRM.
Bill's also experienced and how to and how to get around process. Bill's also
experienced in walking customers. He's experienced in a lot of bad stuff. We're
gonna watch Bill and make sure Bill doesn't do the bad things we don't need Bill doing. Let's watch, let's take Let's keep an eye on Bill,
keep an eye on these green peas we've got out here. Make sure we're
good. Let me know if you need my help. Make sure they understand
how to use the floor, how to use the button on the phone if you're using PSX. Make sure they know how to get a t O if
they don't, but make sure they know how to get help when needed, because they're talking to a person who's made the drive. And you don't want
to be what Fred too, exactly, you don't want to be the point to no one, that's it. You want to be the one, not
the point too. So that's one dealership's visited. You don't want to be
the point too. And you don't want to be the point too. No
one wants to be the point too. So let's make sure we don't work,
we don't end up being the point too on those deals. And then
finally let's be let's get the coaching. What's your coaching plan for these three
guys? What and what are we expecting? And how are we going to
inspect what we expect. I don't want to just hear the coaching plan.
I want to hear the coaching plan. I want to hear the result,
and I want to hear how we're going to make sure that gets done.
We owe it to that person we hired, and we owe it to the dealership. We owe it to ourselves. We owe it to that person to
make them successful. How are we going to get that done? Right?
That is so true? So that's that's your ten o'clock. Now, let's
move to your two o'clock. Now, by two o'clock, some of these
appointments should have already been here. So who's past two? That's right?
It okay, So we have we've got three appointments that are passed too.
By this time. If you're with PSX, most likely they've all Alma's already
called the salesperson. Hey, your appointments thirty minutes late. Do you want
to call and find out what's going on and are they coming in? They
should have already been called. If you're not on PSX, then you get
make sure they make the call. Now do in front of me right now?
Got to have a pass to appointment thirty day. Now it's easy to
understand how a customer is going to come in late. It's okay. Nobody
wants you to be right on time. Care We don't care about that.
I just want to know you're coming today sometimes just any time today. I'm
good with it. And if you're not coming today, then when can I
expect you? You know? Again, the best word track for a salesperson
here is I work primarily by appointment and referral. So I by working by
appointment and referral, my day gets eat up pretty bad. So if you're
not going to come to day, mister customer, did it's okay, that's wonderful. Let me schedule a time because I want to give you the proper
attention and so port you need to make the very best decision on this vehicle you can. That's the proper word track. It's all about them it's not
about you. For too long, it's been about us. It ain't about
us, it's about them. That's maybe to give them that word track.
Make sure they understand how to get that. From appointment confirmed and or reappointed.
Let's make sure everything that up to this point that's not been here is either one coming in today. We've confirmed it, they're just running a little
late. No problem or been reappointed. Then I need to go check F
and I for my rehash, my rehashes and approvals. Hey man, what's
going on with I've got here's my list of deals that are in F and I. Came right from your Save a Deal report, your Save a Deal
report. You should This is your opportunity right here from your Save a Deal
report to go, Okay, what's going on with this deal? What's going
on with this deal? What do we need to do? What does it
take to make a deal out of every one of these things? Time keels
deals? Yes, it does. It's like the number one killer time killing
maybe deals. Yeah, so you want to be on top of You can't
go get an approval three days from now and then call the customer because here's what you're going to get. Oh, you did Oh, sorry, man,
I wish you had called me yesterday. I just bought a vehicle and
I just bought a new bike from over over from the competitor across town.
Oh you did. You don't want to be the you did. Don't get
to the U DIDs are bad. You don't want to be getting the you
did. So stay on top of it. You've got an approval, You've
got a conditional approval. You need something, Go find a salesperson. Do
it now, do it right here in front of me on your cell phone.
Let's go. Why do we need to wait? Yeah, I'll get
to that in a minute. But now, if you're with a customer,
that's different, right, But if you're not with the customer, why do I need to wait on? You? Call them right now? Do it
right here in front of me. Let me help you. What are we
waiting on? Why do we say? Do we accept? I'll get to
it here a little bit, but I just I gotta get my cup of coffee. No, the coffee can wait. Rather, coffee's closures. I
beat you to it. Coffees for closers. That's right, right, you
could wait. Let's do it do it here? Do it now? In
front of me. I mean, god, if we had cell phones back
in my day, oh my god, I'd have been a terrorist. I'm
afraid, you know, because that mean there'd be no there's no reason.
You don't have to go back to an office. You don't have to do
it. You can do it right here in front of me. Why what
do we need to wait for? We don't do it, do it now.
Let's get this done. And when it's just checked off, it's off
our list and we can get throat, get going, rest you're going rest of right now, and then go ahead. No, And that's that's again
something that has to be built in habitually to be in the rhythm of the day. Eventually a sales pro should be like, how come you're not checking
up on me? Something? Should something anymore? Right? No doubt,
there's no doubt because accountability is really love. And that's the thing, like
it's we want to be held accountable. That's why we lash out as children
to our parents. We do all these things. And even now it's a
natural ability, like a natural ability, but it's nature inside of us to need that accountability. We test that line and put our foot over that line
a little bit like what we need somebody to say over that line, right, or go ahead and go over that line. I want to see you
do that. Let's push you a little bit harder. Right. It's there's
something happens coaching, and that's what I love about it. A couple of
shows ago when we talked about coaching, that word coaching being a coach, it's yes, it's so important that we keep talking about that and bringing that into all these dealerships because if you have that mentality, you can get better.
Even coaches are getting better at what they do. They don't just rely
on what they know. They have to just have coaches. Yes, they
do, and they spend a lot of money getting that done. So it's
important that we all keep doing that, we keep growing. But I love
these things with ten the two five. Jeff's a little bit of my coach.
He tries to tamp down the car dealer in me. He is really
great with processes and what should happen. I just care so much about how
everybody feels about and how they work hard because they want you, not because they have to. And I remember back to my old days, Charlie Thomas
want to do it. Yeah, I just remember back to my old card
days Charlie Thomas and read they didn't care if I wanted to do it or not. My feelings on this were irrelevant. Yes, my feelings on the
matter were irrelevant. I can assure you so. Anyway. So now we'll
get to our two. We're checking our past new appointments. We're gonna check
in death, and I'm gonna I'm gonna look real quick and have a real serious discussion with my floor manager or the SALESPA. If I'm acting as a
floor manager as the salespeople of people who have been floor upped so far today and for whatever reason didn't get to OED, that I better be able to look at that and see a zero, right, okay, because I'm gonna have a real problem if we didn't get this, If there was somebody on my floor that didn't get to OED, we're gonna have any serious issue.
Better have a really good reason. And I honestly can't think of one anybody
that didn't get closed. They didn't have a too. That's that list,
right, Yeah, they better be sold, but then they won't be on my list. But then they won't be on my list because it's got to
be unsold and you walked them and you didn't to o them. Yeah,
we're not doing that now, we're going back to the coaching okay, and they did that. That is hey man, you got up to the line
and you were off side four plays in a row cost me twenty yards on the fourth one. I'm gonna invite you to sit on the bench those free
leads I'm giving. Yeah, you're gonna you're gonna get to sit on the
bench for a bet so and then if I can't get you out of it, then you got to go find somebody else to play for it. You
mean, you can play that way if you want to. You just can't
play here. That wouldn't be an interesting process though. If you lost four
or five deals, we felt like you should have got get into your id sould follow up and go find some of those and bring them back. Until
you bring them back, I'll give you do ones could be. That's what
That's not a bad process in my book. Then I'm gonna check on everybody's
follow up process progress rather sorry, everybody's follow up progress, because by ten o'clock, by two o'clock should be about halfway through your follow up, right now. If you haven't, If you haven't finished all your follow up by
now right now, you're pretty pissed. If you're on PSX, you're pretty
pissed because your phone is blowing up almost now. She's full on your rear
end. You're gonna make that follow up and you're gonna probably get to me.
I think something that the spone would stop bringing, would stop ringing if you would have handled all your follow up front, buddy, real quick, I want to throw this really fast, Katie Robertson right, Sorry I joined late. Are you talking about a particular CRM. Why, Yes, we
are as we are currently a small use car dealership, mostly owner operator.
I appreciate you tuning in, Katie, And yes there is and if you can see all have the website. If you want to set up a demo,
go ahead and reach out to either Larry right there, or just go to the website. They have a little spot contact me to make sure you
reach out to them, or you can go to reach out to us at Carguy Coffee. We'll set up a time for you to have a demo with
them, or you can reach out to Larry or Jeff, either one of us. Yeah, we'll get you. We'll get you a demo. Yes,
that's Digital's answer your question. We're happy to talk to you and you
have time. Yeah, we tried out to make this too much about the
product. We want to make this about that. We want to educate the
are the the entire dealership world, whether you're a card deadership, power sports leadership, marine dealership, bomb, motorcycle. I don't care what y'all if
you sell vehicles that have wheels and steering things, we are here to help you one to our product, to the product or the pro The product or the technology will help you a bunch. We want to start with the education.
Believe that an educated dealer is our very best client. Yep, I
agree with you stuff And thank you for asking Katie, because since yes, they have to let you know. But go ahead and hook yourself a demo
and and make sure that you do find out and that goes for everybody listening to this on the replay right now on the live listening to this on the podcast, go ahead and find out how it is that PSX Digital can actually help you inside of your stores. It doesn't hurt for you to find out,
and you actually might be inspired to go to the next level. But
as you can see from this show and the many other shows that we've had so far, dealer Cast two point OHO is designed to help make sure that you understand some of the techniques and understand how to implement some of the processes that are needed to make sure that this technology does do what you needed to do, and that's actually take you to the next level. We don't want
to add a tool that's just weighing down your toolbox. We want to make
sure that you're actually able to do better business with what you have, and that's what we've been doing bruin some solutions here on dealer Cast two point Oh.
We've been having a good time, Fred oh Man completely and I love that you said that about the toolbox. We're not trying to make it way
way down. Actually, you're going to be able to take out some old
tools to replace them with this new tool that's going to keep it actually less weight, it's going to be easier for you to use, and it's a multipurpose tool. It's amazing. It's beyond a CRM. That's what we talk
about CRM. And I've just thrown this back out to her again, I
want to say, Katie, you asked if a CRM it is, but there's so much more. It's so much more, And I encourage you to
sit down and get a demo of it because you'll figure out what I'm talking what I'm saying right there, because I don't even know if you could even it is a cr but that's just like literally one of the knives inside the Swiss Army knife. Yeah, and I don't think I don't know if we've
done a podcast yet on what a dealership tech stack should look like or has that's but we probably need to put that into Yeah, the tech stack, your tech stack generally is set up of first something that runs your inventory, then something that runs your then your website, then something that runs your floor or your CRM, and then something that runs your marketing or your marketing automation.
That's generally your front. That's your pretty much your tech stack, and
they can go backward the service and sales and service, but that's the generalized set tech stack for a dealer. Ps X rolls that all up into one.
There's certainly the people who do it with meant multiple tools and they do it they play those tools very well, I would tell you there's a lot of great tool that technology tools out there. We just felt like they all
we looked at it like, we sell the cars, so we have to manage the cars, and we sell them through the website, so we have to manage the website, and then a salesperson has to deal with that person, so we had to build a CRM, and then marketing has to continuously keep them coming back, so we needed the marketing. We just looked at
this all as one big thing, and they were all interdependent on one another.
But there are ways to do There are certainly ways to do that with any type of tech stack that you're used to. Some might be it just
might be a little bit harder than with psacs, But that's always a good thing to keep looking as what you're what should my tech stack look like?
What are the things I need to get done? And how do I get
them done better? It's funny the growing for the last fifteen years is that
bundled stack solution because the tighter the integration, the cleaner it is, the better the information, the more actionably all becomes, and more contextual. You
can reach out to your customers instead of everybody not talking to each other.
And it's yet it's definitely the way it's most successful. Love it. It's
good. Well to finish. Yeah, we should have in the future.
Yeah, I'm going to put that on the list. That's a great idea
the show. We should talk about what your tech stack should look like because
there's a lot of technology trying to be sold to dealers, and you've got the tech stack, the general tech stack, and then all these little widgets that surround the tech stack, like the things that go on your website that get more supposedly get more trades, and some don't, some work well, some don't, some work well, some don't. So those types of things
just depends on how you look at it. But at the end of the
day, what you definitely need is a core tech stack and then some of these augmentation view tools that can help you along the way. And I think
we can talk about a lot of them. I don't think I want to
call out any one guy. What they do is important. So to finish
up on the twos we've talked about, check your follow up process. Make
sure the follow up process is going. Progress is going, We're progress.
Make sure the follow up progress is getting made and then finally, for the manager, this is your most in my opinion, your most valuable thing you can do is review your dropped in unsold customers. If you will review them,
hopefully, if your CRM doesn't have a way to review them, get a new CRM. That's a basic thing for a manager. I gotta be
honest with you on that one. I Growth Jeff Hear's me say this all
the time. Growth is in the fringes, and this is the fringe that
mean your salespeople. The average salesperson gives up on twenty one deals a day,
twenty one a day. So if you're not reviewing what's being given up
on now, sometimes it's good to give up on it. But there's got
to be some process behind it. And hopefully it's not your salesperson. Hopefully
it's some sort of our pace that's AI, but hopefully it's somebody something should be following up those lower level leads that are not going to buy right now.
Not all leads are created equal. They're not all going to buy this
moth okay, and some aren't going to buy ever right But at the end of the day, you want the sale. You want to be able to
review everything that the salespeople will dropped or didn't sell and then make the phone call to the high value ones in that list and make a deal. There's
nothing you can do for a salesperson more than make him a deal out of something he couldn't get done. The level of respect for you will go through
the roof what you want to get done will get done. Show me every
one of us in this in the sales world are we're all from Missouri.
Show me so the only thing that I've been scratching my head about. And
I know this is a forty year old car guy plan and it's very well scripted out. I've been thinking to myself the whole time. If I was
the manager, I'd come in at seven o'clock, eight o'clock, eight forty five and I would do this first. This is where the gold is.
The end of the day I would do. I wouldn't wait until two or
three. And this is my number one thing. This is where I uncover
the frame stuff. All this stuff is yeah for me. This is the
thing. This is where you make the money. This is one percent where
you make the money. And I think there's no doubt putting there there's certainly
an argument for making it a ten thing, not a two thing. Even
making it an eight thirty thing, I can't argue with that. There there's
certainly something to be said for where you put it in the It's arguable where you put it in the list. I put it at two simply because I
wanted to get I want to get my sales staff going, and I'm usually very I'm usually very important. I'm usually very important, very are very focused
on that. But yeah, starting a start at eight only p I have
bad part about starting Hell, start at six thirty. But you call customer
at six thirty, you're you're one hundred percent guaranteed to get them. The
level of reception might not be as good. I don't know. It depends
on what they're doing with six thirty. That's right at the end of the
day. By but I want to know what I don't know yet. Yeah,
I understood, understood, But make sure you get through at least fifty percent of your dropped in and sold. Do it at ten, do it
a two. Just do it, but get through fifty percent. By two
o'clock, get through fifty percent of you're dropping and soul. Make those calls.
We all know. We've all everyone on this call, everyone who's listening
to this podcast right now has experienced a different face making a deal. We've
all experienced. This is a common phenomenon in the car business. It's amazing
how customers will tell somebody different, something completely different than they told you.
That's what I'm all by is getting a different look at it and having a different conversation. They were too afraid to say. They didn't want to say.
Yeah, that second look is always a good look. Yeah, So
get that second look. You know, if your experienced car guy, there's
nothing wrong with it. Don't get mad at your money. Never, don't
get mad at your money man. You know, I'll take it all day
long again twice on Sunday. That's right, that's right. Don't get mad
at your money. Then we'll talk about five. Getting down to the fives.
Make sure all follow ups are done by five, not by six.
When you close seven, when you close eight. Get it done early,
because here's what's going to happen is people get off work. That's one that's
going to get busy again. Yep. And you're not going to get your
follow up done. You're gonna oh, look, customers, balls, but
what were you doing the rest of the other nine hours you were here?
Hey, come on, man, if you had time to get this time, get it done. So make sure all follow As a manager, I
want to go make sure all follow ups done. Anything follow up that's not
done. Hey, you get this done, Bill, give it? No,
do it right now, do it here, do it now, do it in front of me. Do it now. Let's do it. You
don't have to go back to your office to do your follow ups. Right
there on your phone, do it, Bill. The message is, don't
be in the bottom three salespeople. Just go ahead do all this on your
own. You want to talk anymore, right, that's right. Make sure.
Yeah, to make sure all your appointments that didn't show are already appointed today. We don't need to call them tomorrow to reappointed. We can call
them today, call them today. Let's get them reappointed. Why wait,
why are you scared of there? Yeah? What I'm saying like, I
want to talk to my disappointments. Yeah. Here's a problem is I've never
been smart enough to be scared. So maybe that's why I think I'm the
same way. I don't think rejections ever scared me, just so that's fine.
Yeah, we need to know, Yeah, we need to know.
What's what do you wait? Here's a thousand dollars commission. But it's okay,
I'll get it tomorrow, I'll get it. That's literally the like in
my heart, a little bit of what I feel every when I was on the floor, eve, when I was a manager, every time something like that was dropped, like that's my god, money we're doing? Like what
are we doing with this? It's we wouldn't do it. If it was
real cash right floating, you would grab it, go grab it. A
thousand dollars. If it was a thousand dollars in my hand, I guarantee
you, grasshopper, you would be able to snatch the pebble from my hand.
I do want to share. I do want to share. What I
decided I wanted to start doing with our installations is I wanted to get one of the money gun shooters and we walk out the door just hey, you luck guys. We've got to figured it out to take a cast. Awesome.
We've got a couple of things here and I'm gonna I'm gonna blow through these quickly because we're getting late onto this call. We got started a little
late, but we're so. There's weekly your Friday, your friday weekly traffic
review. Look at your floor traffic. Look at your leads from the week.
Look at your leads by source to make sure your sources are good.
You look at your promotional in event notification review. Look at all that.
Make sure you're got you've got promotions coming up, what's going on. Everybody's
gonna know what's going on. Review the upcoming events. Be ahead of this,
don't be behind it so often we're behind it. Then Monthly, your
recaps are your sales versus plan. How many sales were you expecting to do
this month and what was your plan? Where did you end up at the
end of the month, and what was the plan? I mean, we
just I don't see dealers do this anymore. Forecast. It wouldn't hurt you
that once a week and not be surprised at the end of the month.
Yeah, that would be helpful generally. Let's make sure Yeah that's yeah,
you don't want to be surprised at the end of the month. But you
know, if you're looking at if you're looking at your PSX dashboard every day, you're not going to be surprised, but at the end of the day, but where there's nothing better feeling, then I was supposed to sell one hundred and fifty this month, and we did one hundred and fifty seven.
Kick that ass, Yeah I did. Or we did one hundred and seventy
one hundred and eight. Better review it and review it with your salespeople the
next sales meeting coming up. Guys, we killed it, We killed it.
You know that momentum, that enthusiasm breeds more momentum and more enthusiasm.
That's right, and you need it salesperson performance. And I don't mean did
you what did you sell? And what did you and how much money did
you make the store make yourself? Did you follow the process? Where did
you miss the process? Because wherever you missed the process, I promise you
cost us deals and cost us money. It cost us gross profit because the
customer wasn't as excited as they needed to be at the time we were desking it, or it cost us a deal entirely. So let's look at the
process. Why do we not why are we not doing this part of it?
What do we need to do to get there? What? How do
I help you get this done exactly. Look at yourself for some performance through
the entire road to the sale. Lead provider performance here, take a look
at your lead provider performance. Youre are. Let me let you in on
a little secret about our about lead providers in ROI, they are not responsible for your ROI. They're responsible for your leads, your desk, and your
salespeople make the deals and make the money. That's right, So they are
your lead provider has nothing to do with that. They get you an opportunity.
Now they do have to get you quality opportunities, ones that will engage.
That's their job is to get you quality opportunities. So if you're managing
your lead providers by ROI, you're already doing it wrong. You want to
look at them by the amount of engagement they get you. It's not their
job to sell the vehicles. Their job to get you the opportunity to do
a good quality opportunity to do it. Unless they come out on Saturday mornings
and then sell it for you. Then they do that. I'd love you,
but that's goods don't but look at your lead providers by engagement, sales coaching and plans coming up. Who are we who do we need to coach
what are the plans. But it's going to take to get these bottom three
to the middle three. And every year, I don't know if you guys
want to do this, but I'll tell you this. Every year at sand
Dollar when I ran it, and in that store, the bottom ten percent got invited to leave. You were constant they get yeah. I mean at
the end of the day, we were we were constantly moving ourselves up by higher by just training out the people that were just in the bottom ten percent.
And sometimes that was really hard because they were actually they got to be really good sales scots, and some of them we found other things for them to do. It's very You don't get rid of a good person, you
just find a better way to utilize them. And we started to do that.
We started to do that and we but at first it was real easy, right but after about you know, three or four years, about three or four years of that, it got really hard to do. And then
finally, do your inventory review. Do your inventory review. You should already
be spiffing some of these deals to get gone. You already have a plant,
have a plan to get rid of old aging inventory, not don't not and it's not Oh my god, we got so much to get rid of.
No, here's the conventional hope for getting rid of. And you know
what, I hate this because we brought this crazy technology that we built and I'm not going to get into who did it and when it came about, but we got into I'm just going to lower the price and hope it goes away. That is Yeah, that is not a strategy. Boys and girls.
I know it's crazy, it sounds wild. But if I lower the
price and cross my fingers and maybe wear a tenfold hat and stand on one foot in the middle of the showroom, I'm going to get rid of that vehicle. That's not a people do all that. They're just lowering the price.
Just look, I know we're short on time. But one thing is
that in the back of I had this whole talk, is that that I think about the sales manager floor manager role and for me, every retail business in America that middle management job. Your job is to be on the floor.
You are the floor general whatever it is. And with technology like this,
with a mobile app, Larry gives you a lot of reasons why you could do this at your guests. But everything was built mobile for for us.
So the more you're on that floor, the more you're engaged, the more you're doing toos, the more you're doing live coaching. I think that's
what everybody needs to encourage themselves and challenge themselves to do more. Just be
out on the floor with the mobile laps. It's easy to do now.
Sales managers, floor managers, your sharks always moving. I love it.
And I'll put a check mark by what you just said, Jeff. And
of course everything Larry's been saying this whole time, it's one hundred percent be active, tool or no tools, Be active on the floor constantly, know what people are doing. These tools just help you be more aware of it.
And it's a lot easier to hold to be able to look at real numbers, not what you feel. It's real. Man, utilize these tools.
Be out there, but be on that floor. Be a shark.
Larry said, If you're a shark on that floor, you're never going to miss that piece of meat that you just see because you smell it from a mile away. Like I'm a job coaching, got to be on the floor
to do it. Yeah, you do that sounds like another Deguler class in
the books. Oh yeah, he's got some value on this. Sales managers,
GM's owners, I know all you all who are watching this, thank you for joining us. But man, great information. Hope you take a
little bit of this and apply it, because if you do, it'll change everything. Let's go. That's right, everybody, ten two five, and
you are setting yourself up for success. I'm working on. Thank you so
much everybody for tuning in. Here we go, everybody time to forgive focus
fly and get on with your week. Set up a great week, everybody.
Magic can happen if you put all of the elements into place, abracadabra, everything will be exploding and going in the right direction for you. But
you gotta put the work in, folks. You got to put the ingredients
together and you got to actually have a good conversation about what you need to move forward, just like we did here today. Thank you for tuning in,
everybody that has sent some love, and let's forgive focus fly and keep growing. Everybody here we get one, two three, forgive focus fly live,
growing and growing and coaching and coaching O j C. Baby, that's
right, all right, that's right. There is the star guy hero Larry
Bruce is right here with Dealer Cast two point oh, with the one, the Only Larry Bruce and Joe One the only Jeff and everybody's happy. There
is only one. I can assure you that that's right, no doubt.
We appreciate you all. Next week, yes,
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