LIVING WITH PURPOSE: ALIGNMENT PRECEDES ASSIGNMENT

finding-your-purposeThe longer that I live, and the more that I learn about people, the more convinced I become that humans as a species are born for a purpose.  We are born with an inborn desire to discover our purpose.  We are conditioned by our culture that prosperity gives us purpose, but promotion without purpose is not prosperity, it is futility.

So what is “purpose“, and how do we inject our desire, our pursuit of purpose into our lives in such a way that we can live into that purpose and still assimilate ourselves into our culture?

Alignmentalways precedesassignment“.  Finding-life-purpose

I can only speak for myself, and in my own experience, that there is room for purpose in our pursuit of prosperity.  There is a way to live into our purpose even through the process of participating in our culture.

Once we align ourselves with our purpose, we are now ready to live our lives in the light of that purpose.  While others are chasing “careers“, those of us who know our purpose, that reason for which we are created, are able to live our “calling“.

dartboard bullseyeI say this who is a car salesman, not a preacher.  I say this who is not necessarily a “good” person, but who has identified his purpose.  Even in the activity of capitalism, I am determined to live into that purpose for which I believe I was created.

One aspect of purpose that exists in all of creation is relationship.  We are all born to live in relationship with one another.  We are all created as social creatures, that is a fact.  Denying our responsibility to relationship is not only counter-productive, and unhealthy; it is unnatural.

This is what I try to communicate first and foremost to the people that I am charged by my clients to train, nurture and develop; that whether we be salesmen, managers or top-level executives, the only things that we do that matter, the only investments we make in this life that lasts, are the quality of our relationships.

Likewise, the only value that we bring into our vocational lives is our ability to create, foster and manage relationships.

Business goes on.  Our free-market society by design demands that we buy, sell and trade to continue to turn the wheels of commerce.  There is nothing inherently evil about participating in our economy; whatever our role.  However, the same culture that is driven by this economy can become pervasive.  That culture tells us if enough is good, more is better.  So the question, “How much is enough?” is answered, “A little bit more.”

ProsperityThis takes our eyes off of our purpose, and so we begin to seek our identity in what the world has to offer us, rather than what we have to offer our world.   

From experience I can tell you, no matter your skill set, or the aptitude you have achieved within your craft; if you ignore your purpose, you rob yourself of any hope for peace, progress or real prosperity.

 

Stay Green!david on Sea-doo

David Simpson
TRAINER-MENTOR-COACH
469-939-0410
dscarguytx@gmail.com

BLACKJACK CLOSE LEASE CONVERSION

Do you like to gamble?  (Whether yes or no)

You know how to play blackjack, right?

Every hand in blackjack is going to end one of 3 ways; win, lose or push, isn’t it.

If you walked into a casino and there were 2 blackjack tables; one of them was normal with the 3 possible outcomes, but the other was special, at that table you could only either win or push, which one would you choose?

The one where I couldn’t lose, of course.

Of course, that’s an easy one, right?  You’re buying your vehicle today, betting that it’s going to be worth a certain dollar amount down the line.  Let’s say that you expect your vehicle to be worth $10,000 in 3 years, but it is actually worth $12,000.  Did you win?

Yes

And if it was worth $10,000, would you consider that a push?

Yes

But, if something beyond your control was to happen and your vehicle was only worth $6,000, wouldn’t that be a loss?

Oh yeah       

That’s right, unfortunately you’d lose.  That’s why myself and most of my customers choose the lease option.  You see, our lease program offers the option that conventional purchasing does not, the ability to give it back to the bank and walk away.  That way, you can never lose.

Since you told me that you like/don’t like to gamble, and no one likes to lose, wouldn’t it make sense to play the hand you can’t lose?

I guess so.

Let me show you how it looks, and some of your available options leasing vs. buying.  Fair enough.

Sure


WIN                 LOSE               PUSH

EXPECT                                                      GET                                                      RESULT

$10,000                                                           $12,000                                               WIN

$10,000                                                           $10,000                                               PUSH

$10,000                                                           $6,000                                                 LOSE

TURN IT IN

YOU CAN’T LOSE

SELLING P-D-R IN F&I

Paintless-Dent-Repair Protection should be a no-brainer fo customers purchasing high-line vehicles, or even customer’s purchasing a more “commodity” type vehicle but whose motivation is attached to how smart and sensible they are.  These people take pride in purchasing a vehicle that has all the same types of features, and is still aesthetically appealing for so much less money than the person spending extra for status that comes from driving a “luxury” car.

These buyers, in my experience, are highly driven by the satisfaction of purchasing a type of vehicle that is an extension of their personality.  Those good-feelings that make that customer feel special are only enhanced whenever they know that every time they pull aways from their dealers service department, their vehicle is free from dents and dings that make the vehicle look less prestigious than it should, and certainly more prestigious than vehicles similar in age with the same amount of miles that don’t have this coverage.

Asking “trigger questions” throughout the process will help create “needs awareness” in your customer so that this item on their menu will sing to them.

  • If they are replacing a vehicle I ask, “Has that been a good car for you?”  “Those cars are so good looking.  Does your old car have any type of cosmetic damage, or just your basic dents, dings…”
  • “Do you park on a street at work, or in a parking garage?”
  • “Is this car gonna have a special-spot in your garage at home?”
  • “Have you ever walked out of the grocery store or super market and seen someone parked right up next to your vehicle?”
  • “Your comprehensive and collision deductibles are…_____?  I always get those mixed up; collision covers major damage, and comprehensive covers everyday stuff like dents, dings…”

One of the challenges that we in sales face is “Projection of the Objection”.  We assume based on really unrelated criteria that certain customers will buy certain things.  This comes from our experiences with so many different types of customer day after day.  One of the things that I do when a customer tells me “No” is I ask them to help me with the next customer by telling me, “Why not?”

I know that the only objection that I cannot overcome is the one that I don’t hear.  If I let the customer off the hook by giving them the impression that I want to know what their objection is so I can apply what I learn to the next customer, and not try to sell them something they have said they don’t want, they will sometimes be more forthcoming.  Customers often get caught off-guard by that question, “Why not?” and have no real rational, no real argument for why they don’t want this product, other than just saying they don’t need it, or that they can’t afford it, or that they can afford to pay for those types of repairs whenever they come up.

Now, I have the objection.  The true objection can only be 1-of-3 things, the person, the product or the price.  Since I am rarely the reason people say “No”, it’s got to be either the price or the product.  Here is one rebuttal:

“I don’t want that PDR thing…”

“Really?  That surprises me especially since most of our customers want their vehicle to look as new as possible for as long as possible.  Is it the product itself, or the price that is causing you to feel this way?”

“It’s the product itself.  I don’t need insurance to keep my car looking new.”

I understand.  One of the reasons that my customers choose this option is for the convenience.  Can I show you what I mean?  Might save you some time and aggravation.’

“Sure.”

“You told me your vehicle that you are trading in didn’t have any major damage, but you would admit, wouldn’t you, that when a used car manager sees a dent or a ding on a vehicle, they assign a dollar-value to fixing those?”

“Sure.”

“And, give or take and in round-figures, how many times did you have your service department take out any repairable door dings and dents in your last vehicle?”

“Well, I don’t remember doing that at all.  I don’t even remember anyone ever offering to do that type of work.”

“That’s what most of my customers tell me, which is why the PDR Protection is such a good decision.  I sold this policy to a doctor just last week, and he actually demanded it because he knows how much better his vehicle looks over time because he doesn’t have to make that conscious decision to schedule those repairs, he just has to bring his vehicle into our service department for it’s regularly-scheduled maintenance, and let them know that he has this protection.  They now know they don’t have to “sell” him on the work, they just have to call in the claim and do the repair, and make their commission.”

“Did you want to keep the PDR protection for 3-years or upgrade to the 5-year plan?”

Stay green!

David Simpson
TRAINER-MENTOR-COACH
(469) 939-0410 Cell
david@dealerconsultinggroup.com

LIFE INSURANCE VS HEALTH INSURANCE…WHICH WOULD YOU RATHER USE?

Customer says, “I don’t need that warranty; this is a great car…”

We say, “I understand, ________ makes a great vehicle.  It’s hard to pay for something if you’re not going to use it.  To see if this might have some value to you, could I ask you a question?”

“If you had health insurance and life insurance, which would you rather use?” (DUH)

“Kind of obvious, huh?  If you use the health insurance the right way and enough times, you hopefully prolong the time it takes your beneficiary to use your life insurance.  What we’re talking about here is not a ‘life insurance’ policy for your vehicle, it’s ‘heath insurance’.  Let me give you an example, I had customer who was a technician at an automotive shop, someone who I wouldn’t expect to purchase a service agreement, quite honestly.  He told me that he always purchases a service contract because that way he is always driving a vehicle with new parts.”

(Assumptive close)  “Here is what I want you to do; every time your bring your vehicle in for your routine maintenance, I want you to make sure you tell your service adviser that you have the Platinum Care Service Agreement.  Those guys work on commission and what you have just done is give him an open checkbook.  He knows that no matter what he finds wrong with your vehicle, you are going to be out of pocket your deductible so he is going to look for parts that are wearing out, worn out or might wear out in the near future.  Anything that he can justify to the insurance company replacing.  No matter what he finds, he knows that it’s good news for you.”

“Don’t buy it if you’re not going to use it, but if you don’t use it, you’ll be wasting your money.”

(Re-close)  “Now, did you want your payments to start in the middle of the month, or closer to the end?”

PROSPECTING

If we are sitting in our showroom, waiting for the “Up Bus”, we aren’t being very professional at our chosen vocation.

A professional sales person is always looking for a person to sell a car to and an unique way to get a hold of that person.  They aren’t hoping for a customer, they are working for one.

When I was a new sales person, I had been selling cars for about 4 months and I decided that I wasn’t going to achieve my professional, personal or financial goals relying on the dealers advertising only.  I knew that I needed to get out and find prospects of my own.  This is the exercise that I did (click the link below for your own copy):

PROSPECTING WORKSHEET

This was my first exercise to determine who I had to prospect, and I’ll be honest, it resulted in me spending a little money.  My whole family has attended the same small private school here in the area of Dallas/Ft. Worth where I live, Dallas Christian.  That school has a great athletic program and our football team, the Chargers, were in the state playoffs for football that year.  I had 2 nephews on that team and a niece who was the head cheerleader.  I bought 2000 of those little plastic footballs; on one side it said, “Go Chargers!” and on the other side it had my dealership’s logo and my name and cell number.  Every time we scored a touchdown during the playoffs, the cheerleaders would run up and down the sidelines and throw these ball up into the stands.  The fans would jump up and down and hold up their hands screaming for a football.  If I remember correctly, the footballs cost me about $460.  It was an investment that paid off, which if it hadn’t my wife would have killed me because I was just a poor car salesman.  I probably sold 1-2 cars per month to parents at that school over the course of my career.  Last December 2010, not even working in a dealership, I sold 9.

The next thing that I did was to put a 5’x8′ sign on the outfield fence of our baseball field.  That field was used by our high school for 3-4 months during the Spring and we rented it out to a local baseball league during the Summer, so there were always plenty of eyes on it.  That sign cost me $600 the first year and $300 per year after that to renew and keep it up there.  Once again, hard to quantify but I always knew that I was going to sell 1-2 cars per month to parents or their friends that those parents would refer to me.  Now, before I take a fresh “Up” in a month, I had 3-4 cars out.

What are you doing right now to sell a car?  Does everyone that you know, know what you do for a living?  Have you called all your family and friends in the past several weeks and asked for a referral?  Are you ‘hoping” for success, or are you “working” for it?

Get to work! Stay green!

David Simpson
Cell (469) 939-0410
david@dealerconsultinggroup.com

MANAGER’S EXERCISE

Do this;

Go to your service department and pull 25 Used Vehicle Reconditioning Repair Orders, total the number of labor hours, divide that by 25 and figure out what the average hours per R/O is for used car reconditioning.

I don’t know what that number will be, but it will likely be less than the average customer pay hours per R/O that your service advisors are doing on the service drive.

The question is, who owned that vehicle before your used car department did?  A customer, that’s who.  The same kind of customer who is probably getting in and out of your service department without getting the same work done that your service department was able to sell your used car manager.

What’s the difference?

Service Advisors: Connecting with the Customer

Service Advisors:  Connecting with the Customer

When my son was 5-years old and in kindergarten his teacher called my wife and asked her if we could come in and have a meeting about him.  We had no idea what the meeting was about, our son was rambunctious and active, like a healthy, and happy 5-year old should be, so we went imagining the worse, as young parents do.  The meeting was a lot of fun; sitting in chairs made to accommodate a kid 3 feet tall with a cheery old lady who spoke to us like we were 5-years old ourselves.

She told us that she had filled out the appropriate paperwork, and had all the signatures required for us to take our son to our doctor and have him tested for A.D.H.D. (Attention Deficit Hyperactivity Disorder).   At this time, because we had recently moved to the town where we now live, we didn’t have a local doctor, so we asked her for a recommendation and she gave us the name of a doctor that she knew treated several children in the school there where she taught.  We made the appointment and took him in, filled out the new-patient paperwork and were shown into an examining room.

When the doctor walked in, he was looking at Jake’s chart and didn’t look up at us for several moments.  When he finally did, he shook our hands and watched Jake sitting on the examining table, bouncing up and down, rattling that paper that they put on the cushioned surface, kicking his legs…the doctor just watched him as he told us about the A.D.H.D. symptoms and all the consequences associated with it.  He was still talking to my wife and I as he went over, put his hands on Jake’s neck to feel his nodes or whatever, pulled out his stethoscope and listened to his heart, tested his reflexes with his triangular mallet; he did all this without saying a word to Jake, who hadn’t been to the doctor in his young memory and might have been freaked out.

The doctors diagnosis was as expected and he excused himself from the room to go get his prescription pad.  When he left the room I said to my wife, “I don’t like him at all. “

My wife asked, “Why not?  I have talked to several people and he is a great doctor.”

“I bet he is, but I don’t want a doctor working on my son who doesn’t like kids.” I replied.

Just like that, this doctor who went onto to write a book about pediatrics and A.D.H.D. almost lost a patient, a buyer, because he did not connect with us on the appropriate level.

How many times on the service drive to we treat our customers like that doctor treated us?  He was diligent to go about his work, but I never got the feeling that he cared.

We have to do several things to send the appropriate message to our customers that we really do care.  Here are a few of them:

  • Greet them promptly (within 30-seconds of entering the service drive) with a warm smile and an introduction
    • I say, “Hi, I am David Simpson, and you are…”  What brings you in today?”  I don’t say the word “help”, or “service”.  If they are here for maintenance, I am complimentary.  If they are in for service, I am empathetic.
  • Make 1 compliment about the vehicle as you walk around it
      • “This is a great looking Camry.  How long you had it?”
      • “It sure looks like you keep your vehicles nice and clean.”
  • Ask plenty of questions related to how and what they feel is or isn’t happening rather than what they know or don’t know is wrong.
      • “How does it sound when it is doing that?”
      • “Do you feel it shaking at all when you make turns?”
      • “Does the vehicle feel like it is going to die?”
      • “Can you feel that in the front or more towards the rear of the vehicle?”
  • Set the expectation
      • Verbalize what is going to happen next
      • Verbalize what the expense is going to be, if any
      • Ask for permission to continue
  • Do not use the word “Diagnostic” or “Diagnose”
      • Replace with “Inspection” or “Test”.

It’s the little things that we do that make the big difference.  The first impression is the most important.  Let’s get used to using the appropriate language that engages the customer and lets them know that we really do care.

Stay green.

David Simpson