I am not saying that we shouldn't answer questions. I am not saying "Just Get Them In".

Where the challenge for me lies is establishing rapport, answering questions, negotiating if need be, estimating trade values, taking extra pictures, running our asses off to give the customer what they want, and then...crickets.

This week, guy offers $1,800 under what we were priced at. We answer all of his questions and fuck around for 2 hours. We accept his offer, schedule delivery, get the title information, get the vehicle cleaned up for delivery at 9:00 am the next day. We gave this asshole absolutely everything he asked for, and did it in a timely manner. We even offered to deliver the vehicle to his doorstep free of charge...200 mile round trip. Offered financing (which he declined because he was paying cash). All of this was handled through HIS preferred communication channel Facebook Messenger.

He messages at 4:30, says he got called into work, and can't make it out. No problem Don, what time do you want us there with the pickup? We got you!! Crickets. Nothing.

We call him up the next morning, and he hung up on us.

I realize it is 2020, and things have changed. I also understand why it is sure nice if a customer is sitting in front of us. I believe what happens in dealerships today is that everyone is busy! The desk manager has 5 deals in front of him and 3 hung up in finance. It is hard for some stores to get too excited about someone that MIGHT want to buy a car when they have 10 people in front of them that are actually TRYING to buy a car.

We (my store) need to get better at converting these invisible shoppers into buyers. Either that of learn to like being everyone else's pissing post.

I've been doing a lot of mystery shopping lately...It's a sad state of affairs. The first response I've been getting is when can you come in. How about answer my question first? Half the time I never even get an answer. If it's infuriating for me, imagine how it feels to be someone who is actually shopping for a vehicle. If someone walked on the lot and asked a question, how would you respond? This isn't rocket science people! Shoppers want to get basic answers like price, etc BEFORE they come on the lot. Answer questions and engage in a dialogue before you ask them when can they come in. Rant over.

Jeff Kershner said:

"your presence is your leverage" - what do you mean @Alex Snyder ? This is my favorite line of all time!

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It is mine too! ....if only the damn line worked

Happened to me recently... ended-up telling them to just "give me a good reason to come in tonight and I will -- I have to pick-up my son right around the corner anyway." They didn't. Said they wanted to make sure I liked the truck before we spoke numbers.

The next afternoon found me stroking a check at a dealer down the street. Still never heard back from that other Sales Guy. I must've been a Bad Lead

joe.webb said:

Good point. I almost never will call a number back that isn't saved in my phone if no voicemail comes with it. I doubt anyone does. I always advocate to leave a voicemail message every time you call a customer. If you craft your voicemail message correctly, it is completely acceptable to leave one on every call, and not be redundant or smothering.

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Voicemail is a great branding tool if anything.

Great stuff @joe.webb. Do you think this will lead dealers back to "ringless voicemail?" I wasn't necessarily a fan of that a few years ago, and still lean against it, but I can almost hear the pitch for it... "Mr./Mrs. Dealer, the phone isn't going to ring if you call anyway, why not skip the dialing? Consider it a process efficiency with no drawbacks."

joe.webb said:

Well said, Alex. Looking forward to go over some of these different voicemail messages on our Refresh Friday - but speaking clearly can't be emphasized enough.

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View attachment 4479

Tomorrow. Be sure to like DealerRefresh on Facebook and set it to give you notifications. You'll know when the broadcast starts that way.

joe.webb said:

Get amazing at lead management through email, text and video...

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And leaving the world's most compelling voicemail that transcribes well when your lead actually has a phone number.

"Good news [CUSTOMER FIRST NAME], the car you want is here and I have the numbers ready to go over with you. I'll follow this voicemail up with an email that also has my direct phone number. You're welcome to text me on that line if that's easier. Oh! I'm Alex Snyder from DealerRefresh motors - looking forward to meeting you!"

Or something to that effect.

Glad you're pointing this out @joe.webb :thumbup:

I am such a fan of having this feature on my iPhone to block the robobastards but had to turn it off so clients don't get auto-screened

P.S. you did say this too.

Wow... Blast from the Past!

OBVIOUSLY this is the post that started the revolution in the monumental shift in how we approach customers and the sales process!

NOT!! haha.

Man, methinks it's gotten worse... Really baffling to me how the industry -- for the most part -- tries to shove customers into this antiquated process. And it IS antiquated, because once you understand WHY the (APB, for example) process was established, you cannot but understand its current irrelevance.

Sigh.....

I went last year and it was nothing short of spectacular. Lineup was impressive, venue was beautiful, discussions were positive. Just made you feel good about yourself and your place. Highly recommend.

ryan.leslie said:

View attachment 4466

Fixed it

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ed.brooks said:

You honestly EXPECTED some sort of well-thought-out, intellectually sound, rebuttal to be called a motherf@cker? Really?!
View attachment 4473

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You started it.

Alexander Lau said:

Yaaawn... what a terrifically boring rebuttal, you lemming. The blind allegiance to Pasch, inc. is simply astonishing. Back to the auto plantation with you, your master is a callin'.

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You honestly EXPECTED some sort of well-thought-out, intellectually sound, rebuttal to being called a motherf@cker? Really?!
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ed.brooks said:

Me?! Well!

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Yaaawn... what a terrifically boring rebuttal, you lemming. The blind allegiance to Pasch, inc. is simply astonishing. Back to the auto plantation with you, your master is a callin'.

View attachment 4466

Fixed it

Alexander Lau said:

I dont like you. Haha! Plus, I've listed the VERY SMALL amount of groups that do a good job and you ain't included motherfucker.

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Me?! Well!

ed.brooks said:

I don't think @Alexander Lau likes ANYTHING
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I dont like you. Haha! Plus, I've listed the VERY SMALL amount of groups that do a good job and you ain't included motherfucker.

What's truly amazing, the pure fucking fraud that was committed by the guy. He's blocked me on LinkedIn, which tells me everything. I showed him his fraud stories, he didn't like it very much. Well boo fucking hooo!?

Let's see... SCAMS old ladies out of their money with his halfwit brothers (one who took the fall for the scams), gives out BOGUS awards to corporate companies that he wants to "sponsor" his crackpot events and does virtually nothing for dealers worth a damn, ohhhh yeah... and he pawns dealer "attribution" software that barely works and writes his own industry benchmarks. RIIIIIIGHT, GET FUCKING REAL! WAKE UP. How pathetic, disgusting and dishonest of you all. Blinded by the $ and notoriety eh!? It's called a vendor circle jerk. What in the fuck does a dealer get out of these conferences!? What a fat bill for software that's essentially unusable?

I do believe a SCAMMERS and LIARS thread is in order. I'll start it... PCG, SpinCar, Clarivoy. It's just too easy, Tognetti is always right. Get his opinion on Pasch. BWAHAHA!

Alex Snyder said:

...Despite whatever may be posted by Alexander Lau, this Alex believes Brian Pasch is doing a good service to our industry in having these events. I have enjoyed myself at every one of them and walked away with something of value. I'll be back.

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I don't think @Alexander Lau likes ANYTHING
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I'll be happy to take the Cold Weather venues, Bud

Alex, thank you for attending, engaging, and participating in the conference. We will be back at the Breaker next year on Nov 15-17th and we could set up a DealerFresh cocktail hour for networking!

Ahhhh... I should mention, I was pimping this guy's wares before he was ever even on DR. Additionally, I've been pitching / reselling his tools to dealers before he was featured. @Alex Snyder @ed.brooks in case your panties are in a bunch worried about "negativity." NO, NO... my approach isn't negative. It's DO WHAT FUCKING WORKS AND DUMP THE CONMEN!!!

Sweet, @jon.berna is the smartest dude out there, he really is... Smart of you to partner.

Great recap @Jeff Kershner ,are you planning on putting these out once in a while?

Thanks for the update Jeff. The site looks really great!