Opinions & Advice

Here only the strong survive.

This email made it into my inbox. Not sure who wrote it but I thought I would share it with everyone. Thanks Todd

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If I hear one more person give another reason why they can’t sell cars I am going to punch someone in the face.

The banks aren’t buying” – Yes they are idiot, just not like they were, so change what you are doing.

There are less customers looking” – So get out of your office and work the ones you have harder.

The deals aren’t as good” – Says who? Cars have always been expensive and they have always cost more than the customer told you they wanted to pay…so now you are going to start believing the customer?

We cant lease anymore” – yes you can idiots …there just aren’t giveaways that any no talent order-taker could give away, so maybe you should quit and we’ll get a salesperson who can do the job.

Guess what?..We sold cars when interest rates were 18%… We sold cars when they would blow up…we sold cars that flipped over…we sold cars in recessions…we sold cars that were uglier than a monkey’s armpit and broke down on delivery…we sold cars from empty showrooms…we sold Yugo’s, and Daewoos, and Pinto’s, and K-cars for god’s sake, and Suburbans when gas was $4 a gallon.

How? Because we SOLD them. We inquired about our customers needs and wants, their budget, their family, their jobs, their travel habits. We made friends and sold the snot out of the right vehicle that met all of their needs. We didn’t sell the deal, we made the deal sell. We didn’t believe them when they told them the car was too much…because we selected a vehicle that wasn’t too much; and, when they chose a more expensive model…we told them it was more expensive and they would pay more. We sold them on the idea of putting money down so they wouldn’t be buried with debt so that cash down wasn’t a burden but a benefit – and they always found more money for the car we made them want…because we made them want it…we made them need it…and they loved us for it.

We didn’t lie or cheat, we didn’t fudge the numbers, and trick them into paying more…we sold the sizzle…and we made money doing it and our customers loved us when we were done. And they told their friends how great we were to do business with.

When I was a salesperson I loved the rain. I loved it because the other salespeople would hide in their office convinced that they were not going to sell anything because nobody was going to come out in the rain. So I stood on the lot under my umbrella and waited, ’cause I knew that if somebody did show up…they were there to buy something.

Today the news media is pumping bad weather into everybody’s living room and it is raining bad news. Today I want to be a salesperson again standing in the showroom waiting for the customer who is going to walk in despite everything they have heard because they are looking for someone to say, “its OK to buy,” and I would be there in my tie with a warm handshake and a smile ready to make it OK to part with a few thousand dollars…and I would make it fun too.

Yes, it is true that dealers will close. Banks will go under. The car business is changing. This is the time when we will undergo an economic housecleaning. We will see the weak salespeople who survived in this business out of sheer dumb luck find their true place in McDonalds dunking fries. We will see the sales managers who forgot how to sell, and who never knew how to motivate and train professionals, move on to telemarketing gig’s or make that career change they have talked about for so long.

Good riddance. This business is not for the weak or feint of heart. Here only the strong survive. When all is said and done only the best will be left standing. We will be sipping our coffee, and cashing our big checks, and rolling steel.

I will be here with my umbrella, my tie, a warm handshake and a smile. I say bring it on.

MAKE IT HAPPEN!!!

-Rob

Founder of DealerRefresh - 20+ Years of dealership Sales, Management, Training, Marketing and Leadership.
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  • December 12, 2008
That is dead on and that is what our crew have been saying for the last few months. Great post, thanks for sharing!
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  • December 12, 2008
I was always taught not to make excuses. It's a sign of your own weakness I was told my first day selling cars. Why than do I hear it 100 times a day. I appreciate messages like this, thanks for posting.

I love the car business!
K
Great piece. Remember - it is our job to LEAD our people through this demanding market. There have ALWAYS been recessions in the market, it is basic economics - dealers that have been in business for a long time have survived because they SELL cars during times like this. Keep your chins up!
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    Ed Parkinson
  • December 12, 2008
I have a rock on my desk with this message engraved. "Some people make things happen, some people watch things happen, while others wonder what has happened." Isn't it up to all of us to just do it right!

Rob is spot on.... Make it Happen!
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    Kevin Pastershank
  • December 12, 2008
This is the message that we need most to hear.

Thank you.
L
I found this article very amusing. As I look around at my fellow salespeople, I can see a few them in their McDonald's uniforms already! I'm lucky be employed at one of the few dealerships (a domestic one at that!) that I KNOW will survive this 'economic slump' and come out better than on top. I enjoyed reading this article, and think it is dead on. Thank you for sharing! I intend to share it with the rest of the dealership.
P
I disagree - I never sold anything! I just listend and learned what my customer needed to buy rather than what they wanted to, and then I helped them do it.

The succesful examples listed in the email are built on the basics of "qualifying" a customer's needs to earn their trust and then their business - in that order. I practiced that philosphy when I decided to sell Hondas in 1975 when Chicken Little first entered the scene. I determined that it was easier to represent something that people needed - gas mileage - then to "sell" them something they thought that they wanted, like luxury. These really are tough times - which simply means that people NEED professional help more than ever. The answer to making money is to earn it by being the last professional standing - or at least the last one that a customer ever meets. Remember, we may "sell" ourselves and our services but in these tough economic times all that customers need is to purchase reliable and economical transportation so help them do it. After all, what are friends for!
N
Hey everyone, just wanted to leave a comment (obviously) on the above post.

It's dead on...

I work for one of THE MOST TALENTED SALES TRAINERS IN THE COUNTRY...Grant Cardone

This post above is right on with what he's always said..

-Take responsibility
-Keep pushing forward
-Keep expanding
-Figure out a solution rather than complain about the problem
-Sharpen your skills
-Get deals done by not giving up on people!

Every day I talk with about 70 or so salespersons and managers.

Their attitudes cover the whole spectrum, and guess what?

The guys who are looking for the deals, looking for ways to GET IT DONE, and keep their #'s up are doing just that!

They are making it happen

The others that I talk with tell me how bad it is... no traffic, bad economy... cuss me out cause they're not selling anything. Get mad when I offer help, etc.

So... take it for what it's worth, but those out there who are looking for solutions will certainly find them. We'll just lose a lot of dead weight in the process.

Live Long and Sell Strong!!

Nik Olsen
Cardone Training
[email protected]
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Great post and dead on. Dealers have to change from the business as usual mind set. If you continue to do the same things over and over, how can you expect different results.

“Thoughts determine what you want, ACTIONS determine what you get.”
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    Tony Weaver
  • December 12, 2008
I sometimes vomit after reading some of the posts on this site...
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    Tony Weaver
  • December 12, 2008
Sorry Jeff, I mean- I sometimes vomit after reading comments on this site...
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    Pete
  • December 12, 2008
Jeff, "Here, only the strong survive"...It's so right to but so wrong. That's the oxymoron of it all. You can't fix the top (factories) if some of the infection remains at the franchise level.
The reality is that each factory has to be able to choose some of the stores to close. The franchising system in most states will make that tough. Also, I am sure you heard that GM may kill Saturn. That's just stupid and that new selling mantra didn't fail to deliver but the quality of the product did. Who's watching out for the best interest of the retail workforce in all of this? Free labor without any kind of base for rep's has to end. So "only the strong survive" is the same vomit reflex I get because that is what a millionaire owner can say because it costs him nothing by paying nothing to the people that ARE working hard, taking test drives, following up on sold vehicles, taking care of customer's service needs and on and on. In times like this, I have been there a few times, the WORST salesperson is hanging on to the showroom door handle or up'ing people at the front of the driveway lot grabbing on to door handles. I have seen the worst and the industry will survive but good and honest salespeople will not with a strong survive mentality.
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    Bryan Craig
  • December 12, 2008
Great post. Sometimes all we need is a little kick in the ass to make us remember what exactly it is we do in this business..
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    Scott Falcone
  • December 12, 2008
Pretty common sense that it's the truth and I would 100% agree...the real challenge though is for leaders to turn words into action, philosophy into results. As an owner of 2 sub prime stores in Chicago, I can't tell you how many times I have presented great "words" to my staff and watched some of them nod their heads in agreement only to go back to the path of least resistance later in the week, and for the record they do not work there any longer...my point to anyone who was motivated by the e mail mentioned is to not leave it there-go out and actually convert those words/emotions into actions and actions into results. Do it for your dealer, for your salespeople, for the porters you're keeping employed, and most of all, do it for the person in the mirror getting paid every day for doing the right thing. Because everything listed was "right" and "basic" and not worthy of a trophy. So if anyone is doing anything less than mentioned (especially in these times), tell the person in the mirror collecting a full paycheck for doing an 80% job that somehow their existence is justified...or start doing 100% of the job.

Things will change and they will get better-keep your head high.

Scott Falcone
Bob Watson Chevy
World Hyundai
Chicago
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    Shannon Page
  • December 12, 2008
SO TRUE! Survival of the fittest. I've been waiting for these days - and we are ready!
J
DAMMMMMMMMMN!!!

I love it! Yes I am also to the point of punching someone in the face from hearing the "They won't buy" excuse. "Expenses are tight" on and on and on...

Ooooooh no! I feel I better get my drink on with the most fabulous Jen KOOL-AID!

Come on! Really this is the time to shine. Take on the customers out there that your competition is not willing to pick up the phone for! Make those cold calls, get out the lot and wave at the passing traffic, market yourself, create an image and HECK YAH give them the warm hand shake! It surely makes a difference.

Salesmen are putting themselves at a desperate measure right now. They are so worried about their paycheck instead of selling the value of the vehicle itself! That kills the deal.

Reading the negative press puts you in a slump, STOP READING IT!

So desperate and scared of what is going on. Come on guys & gals. Get your feet on the street.

Not to be biast, but as we called the used car lot "THE PIRATE SHIP". I stuck with the boys and sold a SH*T LOAD of cars. TOP DOG or should I say TOP BROAD! I was not scared of what was going on.

We sold hard, We sold good & damnit we made a good living.

During these times of recession, hard times & banks aren't buying; this is the BEST TIME TO SELL!

Little guys going under, this is the time to take their traffic, their clients THERE SALES!!

OK OK the Jen Kool-Aid just worn off! But there is my final $0.02 on what is going on.

ONLY THE STRONG SURVIVE!!!!!!
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    Pete
  • December 12, 2008
Jen, now that is the how I like to hear it. Keep kickin some...and makin $$$.
J
Pete - As they say " Momma needs a new pair of boots"......

Would you like my formula to the most amazing JEN KOOL-AID in town??
J
I will also speak on behalf of Nick Olsen at Cardone Training. I went through their training, it made not just myself strong but our whole team as a ONE!

I am glad to see you here Nick! High 5 to Cardone!
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    Pete
  • December 12, 2008
Scott, business is business and you need your people to do the walk and not just talk the talk. I agree with you 100% with a call to action by the salespeople. I been there done that in my past years in the trade and I understand the Chicago market well, I live there. Are you doing (I am not saying that you are not so don't be offended) offering as much support and giving 100% as an owner more than great “words”, which are good to do always. The point is if you have for example a good salesperson, are you helping them get through these tough times and sticking with them to build in to the future or kicking them to the curb when numbers are down? Owner's never want to hear or talk about this but when I managed one of two things would happen if someone's numbers were down. One, I would fire them because this was not the right business for them period. So why make it insufferable and let them find a better fit career or pay them even without selling enough vehicles to justify because it was worth the long term investment and just the right thing not to starve someone out till they quit. Tough conversation but that is how progress and success comes. All the best and regards to you.
J
I feel that Scott is doing a great job of encouragement to his sales staff. The point point of creating a smooth flow is if the Sales staff is willing to participate and taking on Scotts words of encouragement and support to consideration....

The good ole days: Have a sales meeting, go off to the side of building to the hangout where we smoked ciggerates and drank coffee and bitched about personal business & how crooked the Gm's were. I ignored it.

If you take the moment and look at yourself in the mirror and ask yourself "Am I a true team player"?.

The words that should come out of any salesperson mouth should be:

Did my GM / SM make an impact?

Did they encourage me?

Did they create a positive atmospher to sel more?

There are dealers out there and owners that don't give a hoot about their staff! They give a hoot about their pocket book!

If your team is not doing well remove the coach! It is clearly stated in John C Maxwells books. Leadership!

Why is my football team not doing well?
Why are they not scoring?
Why are they not pumped up?
Why are they not excited?

Hmmmmmm? Remove the coach and get an inspiring one. If that coach is looking at their own benefits ( Recognition, $$ and EGO ) GET RID OF THEM!!

Maybe I should become a GM...... I tell yah I would be a killer GM.

KEEP IN MIND THOUGH: A title does not mean anything, however being a true team player and being supportive of your staff; all of you will surely shine!

As ole' Jim Bradford from TK CARSITES SAYS!!

"You will rise to your occasion"... Need I say more?
K
WOW!! Lovin the comments and I am jumping in. I SELL products to dealers and the phone slams I have gotten lately would curl your hair. I 'feel' the fear in the Service Manager and GM's voice and I am sick of it!! I have one product that hands down will make the service department money!!! Another product that will save the dealership money!! And all I hear is "WE AREN'T SPENDING ANY MONEY" and I get it - BUT how about making more money than what you are spending? DUH. . .
I know I am preaching to the "internet lead" side of the automobile business but, like you, I will survive and plow forward. We need to shut off the radio and TV and realize people will always NEED transportation. They WILL buy cars and you are their audience of reason. YOU GO!!

I plan to buy a sledge hammer today and start going into dealerships and using it. "LISTEN to me - I CAN HELP YOU".

Whatta you think? Will it work????????
S
I love the feedback that everyone has. I am not sure if it was here our on ADM but I recently read a post where someone went to a dealer in South Florida and that dealer acctually said that they want to spend the money and keep things working because now is the time to take business from the competition. If the competition wants to sit and cry about how they are cutting back and not spending, we can let them do that and that we smack them in the face with, "No problem, I totally understand where you are coming from. The dealership down the street is interested in this product and I am going there as well. They are willing to spend whatever they have to just to make sure that they outsell you. Here is my card, if you decide that you want to do business with us I will be thrilled to work with you." I like taking that stand because I represent and amazing and innovative product which is pretty inexpensive. The best of all is that we have no competition really. Sometimes when you get those stupid objections and excuses is because the dealer is ignorant and other times you maybe the fifth vendor to call that day and really piss them of. However, mention that the competition is interested in taking their business and see how they respond.

When they say that they are not spending money they are sometimes taking a shot at you just like that up on the lot that tells you that they are just looking.

Now is a better time then ever for dealers to look at what will make them money. They drop spending and and complain that business is slow. Well if you do not get your name out there, how do you expect to be busy?
C
Thanks for posting this article, it is spot on. I am going to share this with my team mate in hopes that it may bring some of them back to reality. Thanks Jeff.
S
Philip Zelinger: with all due respect, I think you may be missing his point. Disagreeing with the symantics of selling vs qualifying is a trivial part of his overall statement. The overall idea, unless I'm mistaken, is about pushing forward, discovering new ways of doing things, about ignoring prevailing wisdom, about setting aside all the reasons why something "won't work" and pushing forward with ANYTHING that does. Even if it means re-writing the play book. This is stuff that's right up your alley (or so it seems from my reading of your blog)! Anyway, maybe you were just being a bit of a contrarion (which is ok, too). But, I for one, solidly support the notion of pushing forward, innovating, focusing on what DOES work and building and innovating from there.
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    Pete
  • December 13, 2008
Kim,

"sledge hammer" it is. Forget about improving. A long story short on the findings I am basing my comment on, there comes a point that there is no improving a system or current selling model as in auto industries case but a total destruction(re-direction actually) and by taking the most important web based building components upon which to build upon it.

Really now can they all just stop putting balloons on the cars. About 16 years ago I got fired for not doing it on a Saturday morning and had 37 cars out for the month at the time-lol I have been out of the retail business for awhile but I crack up sometimes looking back.

Jennifer, that Kool-Aid is good stuff! No hangover this morning...
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    JIM
  • December 13, 2008
Well I will say great points all. I will share alittle advice. Back in the 80's I was direct selling. Everybody was at the recession party! Our boss flew in and strongly encouraged us to not attend the party. I will never forget his comment. If unemployment is at 7% then 93% will still purchase. Either from you or the salesman down the road.
Be the Salesman! Make it happen, Be in charge of your ship.
R
As one who has been in this great business for a few months ;-) I would like to add some thoughts:

There is no question that these are tough times. While some of us veterans can say that we have been through this before, we have not. Selling vehicles in the late 70’s and early 80’s was no picnic. Double digit inflation (we received price increases from the OEM’s every 4-6 weeks) and double digit interest rates (financing new vehicles at 16%--it would have been higher had the law allowed).

The greatest difference from those tough times and the ones we are going through now is the media and the Internet. Let me explain—not only has the Internet become the point of entry to the transaction for the vast majority, it also has hastened change. *Change in the marketplace based on news reports. *Change in consumer decisions based upon the media. *Rapid change in wholesale values based on consumer swings in what they are buying.

*Change in the marketplace based upon news reports: While print has deteriorated as the primary source of information for many, broadcast and the Internet have expanded. It is not long ago that you had 30 channels, much less 3 to choose from. Now we have hundreds. Many are devoted only to news and or finances. They say that bad news travel fast, and that has never been more factual than today.

*Change in consumer decisions based upon media: We have always tended to blame the media for our troubles. While this might be somewhat true, with more, easier and quicker access to news, it is making the consumers quicker to shy away from major decisions faster than ever before.

* Rapid change in wholesale values based on consumer swings in what they are buying: I have never seen or been aware of the flux in consumer buying and wholesale values. The swing has been mind boggling from SUV’s to Hybrids to SUV’s. Whew!

Now, all that gloom and doom stated, let’s look at the truths:

* “JD Power projected that the number of franchised dealers would drop from 22,000 to approximately 12,000 in ten years.” Of course that projection was published in 1980. THAT’S 1980! Has it happened—no. Could it—sure—and California could slide into the Pacific Ocean, too.

* “People are not buying cars.” Hmmm. While not as many are today, the reality is that a whole bunch are. And the good news is that the best MONTH of the year is around the corner—beginning on December 26 and ending on January 1.

*”The Internet has ruined the cars business.” Really. Or has it made the shopping process easier and quicker once the consumer enters the showroom?

*”I can’t make any gross because of the Internet.” Really. Taking orders or helping people buy?

The facts are that great salespeople are great in good times and tough times. The things that make them great are the tried and true basics. Tenacity, product knowledge, people knowledge, attitude, attitude and attitude. Ed Parkinson’s engraved message above is right on the money.

Good habits are learned in hard times. Bad ones creep in during good times.
S
I would think that the internet made it more difficult for dealers because consumers can read reviews that make them stop their plans. People can get a negative vibe if the dealership has a bad reputation. People can shop as many dealerships that they want to save an extra $50. I was not around in the 70's and 80's to sell car. However, I imagine that dealerships had more power and a lot over the consumer because the consumer was powerless without the information that is readily available today.
M
What these times are all about is being a true professional in sales. These times are about having the right attitude every day. These times are about having a plan and working it every day no matter what. These times require extremely tough individuals who will continue to do things the right way. Those who are strong now will be even stronger when the good times return. The world is changing again but our jobs remain the same. Please remember to do this with Integrity, and work hard! Great email.
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    Sammy
  • December 13, 2008
I chuckle every time I see the word "team" used while refering to a retail sales organization. Don't kid yourself, in retail auto sales these days it's every man for themself. I left the car biz two years ago after having been succesful in sales for several years and I'm glad I did. I still cringe when thinking of two words "mini deal"
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    Scott Falcone
  • December 14, 2008
Pete and Jennifer,

Thanks for the comments and Pete I'm not offended at all. I was thinking about the question earlier today and started making a list of all the things I was doing to support the stores. I felt pretty good about the topics and the depth at which I have tried to make sure the team has everything they need on the list, but then I began to feel like I was aggrandizing...after all it's my job so I'm not entitled to a pat on the back. So I took the opposite approach and asked what I wasn't doing for them and at the top of the list was me being "there" more often. Trying to cope with the reality of today has been sucking the life out of me and if I have not been doing something big for the stores, that would be it. So this week I plan on reviewing my schedule to do a better job of being around for things like role playing, T.O's, listening to CD's and watching DVD's with the sales staff. Having it posted here leaves no room for excuses either. Once you declare it, you better do it. And John Maxwell is one of my favorites!

Thanks,
Scott
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    Andrew Wright
  • December 15, 2008
I love it. Right on.
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Sammy - I am not trying to step off on the wrong foot.

There must be a little passion left in sales for you to visit this post....

Scott - Awesome I love to hear that you are are a fan of John Maxwell!! Keep up the great work..
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    Sammy
  • December 15, 2008
I have plenty of passion for sales, just not in the automotive sector of business, I got off the train before it left the tracks.
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    Pete
  • December 15, 2008
Glad to hear Scott. A slogan popped in to my head and visualized it on name tags or even company sweaters. "Need help, YES WE CAN!" at and Bob Watson Chevy or World Hyundai...Anybody good at your store with a vid camera? You tube it with the reps and give them a ego boost, turn then into your rock stars. Then post it up and send via e-mail to your customer base. Just a suggestion... All the best and happy holidays-Pete
S
Excellent discussion! The strong go to work to WORK and solve people's transportation needs. (and Go John Maxwell!!)
J
This article was originally posted on F&I forum by Eric Judson, or as I know him on the forum carguyJD it was written as a rant at first then F&I magazine asked if they could could print it. Eric works as a F&I man at the largest chevy dealer in the country, the guy is a machine, he bangs out well over 100 contracts per month with three other F&I guys doing the same.
J
Josh - That is awesome to hear! Pushing out 100 contracts per month, WOW !!!! I would be all over that!
J