2011 GM Atlantic Coast
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Transcript of 2011 GM Atlantic Coast
CarPeopleMarketing.com
CarPeopleMarketing.com
Good Morning!Good Morning!
CarPeopleMarketing.com
Stand Up.Wake Up.
Celebrate the Day!
Stand Up.Wake Up.
Celebrate the Day!
CarPeopleMarketing.com
We have a lot to be thankful for
Today!
We have a lot to be thankful for
Today!
CarPeopleMarketing.com
Look around the room.
Look around the room.
CarPeopleMarketing.com
Everybody here… has weathered the
storm and survived.
Everybody here… has weathered the
storm and survived.
CarPeopleMarketing.com
Everybody here... is still in business and committed to
success.
Everybody here... is still in business and committed to
success.
CarPeopleMarketing.com
Everybody here… has been chosen
to carry GM & their dealership into the
future.
Everybody here… has been chosen
to carry GM & their dealership into the
future.
CarPeopleMarketing.com
Everybody here… is making the
investment of time to take their biz to
the next level.
Everybody here… is making the
investment of time to take their biz to
the next level.
CarPeopleMarketing.com
Shake Hands.Celebrate.
Congratulate.Welcome them to
your Club.
Shake Hands.Celebrate.
Congratulate.Welcome them to
your Club.
CarPeopleMarketing.com
Everything happens for
a good reason.
I believe…
CarPeopleMarketing.com
- wake up call- good medicine- we are smarter now- better biz men & women- better financial position- to stay ahead…
CarPeopleMarketing.com
We have to do something different.
We have to do something different.
CarPeopleMarketing.com
The market has changed.
CarPeopleMarketing.com
The game has changed.
CarPeopleMarketing.com
We have to change.
CarPeopleMarketing.com
CarPeopleMarketing.com
I love the car business.
I love the car business.
CarPeopleMarketing.com
- enthusiasm, creativity- opportunities to sell- sports-like competition- I love the game
CarPeopleMarketing.com
I grew up in it.
CarPeopleMarketing.com
- independent shop WV- I knew in 2nd grade- 2 + 2 = - I love it even when it’s bad- last few years were bad
CarPeopleMarketing.com
I believe…we have turned the corner.
I believe…we have turned the corner.
CarPeopleMarketing.com
I believe…we are headed the right direction.
I believe…we are headed the right direction.
CarPeopleMarketing.com
I believe…the future is bright.I believe…the future is bright.
CarPeopleMarketing.com
I believe…that we have to change…
I believe…that we have to change…
CarPeopleMarketing.com
manage compete advertise think
We have to change…We have to change…
CarPeopleMarketing.com
CarPeopleMarketing.com
10 Best Practices
10 Best Practices
CarPeopleMarketing.com
increase business increase profits increase CSI scores increase pay check
CarPeopleMarketing.com
1. Take Control: Run It Like
You Own It
1. Take Control: Run It Like
You Own It
CarPeopleMarketing.com
I can’t get…to sell I can’t get…to answer they won’t listen to me one of these days…
CarPeopleMarketing.com
Who is running your store?
Who is running your store?
CarPeopleMarketing.com
you are the coach it’s your team each month big game your future; win vs loss
CarPeopleMarketing.com
get out of office, drive money is on drive teach them how to sell how you want things
CarPeopleMarketing.com
set clear expectations hold accountable sales meetings daily praise; get involved motivate & cheer lead
CarPeopleMarketing.com
everything you do has to circle customer
customer retention & CSI keys to success
they are the future
CarPeopleMarketing.com
let them know your job is on the line
before you lose your job…they lose theirs
CarPeopleMarketing.com
Run your fixed department like a
sales department.
Run it like you own it!
Run your fixed department like a
sales department.
Run it like you own it!
CarPeopleMarketing.com
CarPeopleMarketing.com
2. Be More
Convenient
2. Be More
Convenient
CarPeopleMarketing.com
think like a customer open more; Saturday open early, late, easy not just hours open
CarPeopleMarketing.com
wait 2 hrs for oil chg? return if not right 1st come back if no parts understaffed, too busy
Would you…Would you…
CarPeopleMarketing.com
Would you do business
with you?
Would you do business
with you?
CarPeopleMarketing.com
3. Step Up &
Staff Up
3. Step Up &
Staff Up
CarPeopleMarketing.com
techs to get job in… adv’s greet & cashier cashiers out / hoola people hate lines
Have enough…Have enough…
CarPeopleMarketing.com
Too much business… can be bad for
business!
Too much business… can be bad for
business!
CarPeopleMarketing.com
always have more adv more techs sell up; have coverage somebody is always
“not there”
CarPeopleMarketing.com
to sell 100 cars 10 salespeople same rule applies advisors handle 15-20 techs work on 5-6 cars
CarPeopleMarketing.com
Fix 90% of problems with 2 more techs &
1 more advisor…
We have to say “Yes We Can”
Fix 90% of problems with 2 more techs &
1 more advisor…
We have to say “Yes We Can”
CarPeopleMarketing.com
4. Answer
the Phone
4. Answer
the Phone
CarPeopleMarketing.com
85% call first giving you opportunity asleep at the wheel
CarPeopleMarketing.com
We called 150 stores… 22% didn’t answer
27% put us on hold 2m
94% didn’t ask our name
85% price, no FBA
73% didn’t invite, ask appt
CarPeopleMarketing.com
? avg $ per RO every ring = $ BDC is only part trained advisor is best person to answer
CarPeopleMarketing.com
Instantly increase traffic if you just
answer the phone and invite
customers in.
Instantly increase traffic if you just
answer the phone and invite
customers in.
CarPeopleMarketing.com
5. Quicker Isn’t
Always Better
5. Quicker Isn’t
Always Better
CarPeopleMarketing.com
not a pit stop not a race timely & convenient also has to be good
Quick Service Bays…Quick Service Bays…
CarPeopleMarketing.com
want to know condition believe you are better the right mix of value, speed and price
CarPeopleMarketing.com
Quick Lane needs to be a Good Lane.
Needs to be Profitable.
Quick Lane needs to be a Good Lane.
Needs to be Profitable.
CarPeopleMarketing.com
6. Be More
Competitive
6. Be More
Competitive
CarPeopleMarketing.com
huge opportunity keep cars longer Jiffy Lube survey 774 / 76% 100-250K
CarPeopleMarketing.com
2200 Jiffy Lubes 2400 Walmart Auto Centers 1500 Firestone stores
CarPeopleMarketing.com
800 Goodyear stores 900 Meineke, 1800 Midas 593 Pepboys, 6500 bays
CarPeopleMarketing.com
oil changes tire rotations tire replacements maintenance services
CarPeopleMarketing.com
oil chg – #1 request know need it; just OC know what it’s worth we need to entice
CarPeopleMarketing.com
tire rotate – a deal competition is free it’s just a tire rotation has to be cheap or free
CarPeopleMarketing.com
tires – 75% buy svc 1/7 needs; 4/5 buy mark-up; pigs / hogs 20% diff low price guar lose tire sale; lose cust
CarPeopleMarketing.com
How much do you make when they go somewhere else?
CarPeopleMarketing.com
7. Low Price or Free Check
Engine Light Diagnostics
7. Low Price or Free Check
Engine Light Diagnostics
CarPeopleMarketing.com
competition does it can’t sell repair / car in what have you got to lose?
CarPeopleMarketing.com
Go back to your store and see what your average RO is
for check engine light & diagnostic
complaints.
CarPeopleMarketing.com
CarPeopleMarketing.com
8. Advertise
Service More, Not Less
8. Advertise
Service More, Not Less
CarPeopleMarketing.com
Look at the competition’s ads.
CarPeopleMarketing.com
Certified Factory Trained Technicians
90 Days Same-As-Cash
We Honor All Extended Warranties
Dealer Quality without Dealer Prices
Free Towing
Your Dealership Alternative
Lifetime Warranty on Parts & Labor
Open Late, Saturdays & Sundays
CarPeopleMarketing.com
be smart, fixed diff sales can do weekend be persistent, months courtship, not 1 night
CarPeopleMarketing.com
Sales Department is like a Lear Jet…
Fixed Departments are like a Battleship.
CarPeopleMarketing.com
Want to throw your money away?
Keep changing your fixed operations advertising plan.
CarPeopleMarketing.com
think like customer well known services competitive, under $99 keep simple, no pkgs consistent brand equity
CarPeopleMarketing.com
direct mail is best 4 email, 3 phone #s 1 mailbox, check it competition is there email is a supplement
CarPeopleMarketing.com
target lost cust first who they are where they live what they drive, need low hanging fruit – 1st
CarPeopleMarketing.com
reach out to new orphan owners cust keep car longer they need to meet you get the word out
CarPeopleMarketing.com
Don’t be the best kept secret in town…
Advertise!
CarPeopleMarketing.com
9. Make
Customer Retention & Customer
Satisfaction A Priority
9. Make
Customer Retention & Customer
Satisfaction A Priority
CarPeopleMarketing.com
start with sales give buyers a reason 1000 mile break-in pit stop, 5 min, in car lugnuts, fluids, set 1st
CarPeopleMarketing.com
do what you say stay in touch – updates fix it right 1st time have right parts stock things go wrong - Wow
CarPeopleMarketing.com
sell wiper blades ask every customer can’t remember, need parts – on sale, 1 price $300 service – it rains
CarPeopleMarketing.com
reward loyalty w/ club every biz has one simple & effective constantly remind say thank you, entice
CarPeopleMarketing.com
customer satisfaction not above, well above need to get involved not retaining, growing not getting job done
CarPeopleMarketing.com
stay focused have to know serious measure & report know you believe
CarPeopleMarketing.com
Make sure your people know this is
not a fad.
CarPeopleMarketing.com
10. Treat every
customer like they were your
Mom.
10. Treat every
customer like they were your
Mom.
CarPeopleMarketing.com
don’t over sell don’t under sell sell what they need be aggressive don’t prequalify
CarPeopleMarketing.com
You wouldn’t let your mom leave in a car that was unsafe or
needed service.
CarPeopleMarketing.com
CarPeopleMarketing.com
1. Take Control2. Be More Convenient3. Step Up, Staff Up4. Answer the Phone5. Quicker Isn’t Always Better6. Be More Competitive7. Free Diagnostics8. Advertise More, Not Less9. Make CR / CSI a Priority10. Treat Like Your Mom
CarPeopleMarketing.com
If you aren’t pumping, you are
coasting…you will eventually
stop.
CarPeopleMarketing.com
CarPeopleMarketing.com
We believe there’s a better way to
increase the traffic in your service
drive.