The Kumbaya Strategy – Why Your Ineffective Internet Team/BDC Thinks They’re Doing a Good Job

[Steve Stauning]

The Kumbaya Strategy – Why Your Ineffective Internet Team/BDC Thinks They’re Doing a Good Job



Imagine a world where no one ever told you “no.”



Relaxing and enjoyable, right?



Now imagine working on an internet sales team or in a sales
BDC and never hearing a prospect tell you “no” over the phone.







Ahh, you’re now fully entrenched in the Kumbaya Strategy. A
sales existence where you never hear anyone telling you “no.”



Pure bliss… you were really helpful.



Pure bliss… you made a real connection with this prospect.



Pure bliss… they really seemed interested and they liked
you.



Pure bliss… you feel great.



Pure bliss… that is, until you get your paycheck.



The Kumbaya Strategy in Automotive Sales



If most people bought cars, we wouldn’t need sales
managers, salespeople, or a sales BDC. We’d price our inventory like Walmart
and people would just come in, pick the one they like, pay at the register, and
drive home.



While this might...

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[john.quinn]

I kinda get what Steve's saying, but I think he laid it on a little too thick.

Probably THE #1 hallmark of any good agent -- Sales or BDC -- is the ability to build rapport quickly. When I say "too thick," the (very well written) article seems to intimate a relationship between mamsy-pamsy and rapport-building.

100% agreed that you need to ask the tough questions, but the "talent" -- and TRAINING -- portion is the ability to ask the questions in a non pushy or threatening way. It's also that same talent and training that lets a good agent be transparent and share information over the phone while still moving the customer forward in the sales process.

The best salespeople, and I can honestly claim to have watched over 1000, just talk to people in a natural, non-threatening way. They build rapport and take the position that they are "Serving" their customer -- they are working for them, they will take care of them. And they'll take care of them WHEREVER they are.

 

[Steve Stauning]

Hi John,

Good comment, though as happens many times with articles, readers often infer things that are not there. For example, I'm not sure where I said "don't build rapport" or to "ask questions in a pushy or threatening way."

Using an appointment-first approach is not antithetical to building rapport or asking nicely. In fact, it's just the opposite for the dealers who do this correctly. I have plenty of clients that tell me someone brought the BDC agent cookies when they arrived for their appointment (because they were so helpful).

Sounds like they're able to build rapport, ask nicely and earn a great living.

Best wishes,

Steve

 

[Baron Ringler (blog)]

100% put it on a little thick, but that isn't necessarily a bad thing. Sometimes, the only way to get a point across and break through the defensiveness is to smack someone upside the head with it. It's really good and makes points that I continuously stress to everyone I work with; BDC, sales, management, etc.

 

[Baron Ringler (blog)]

By the way, I was addressing these EXACT points with my GM just yesterday morning. One thing I would add is that you MUST be helpful, but why answer questions that customer hasn't asked yet?

Cust; "Is that used still in stock?"

Rep; "Yes, it is. Here's everything we did in service, the Carfax is showing it's a one-owner vehicle, but it has an accident. It's an 'As-Is' vehicle that only comes with a 30-day warranty, and you can only finance it for 36 months because of the age and the miles. Do you want to come in and drive it?"

Yes, be helpful and answer questions, but don't feed them the questions you think they should ask that lead the prospect down the rabbit hole and away from the ultimate destination, a real appointment that shows.

 

[Britta.apfel90]

Who is currently running a Service BDC? Do you think you could benefit in an increase in retention?