Making Sense and Protecting the House

Posted by Erik Landrum on April 13, 2019 in Administrative Topics, F&I Selling Strategies, General Communication Skills

Recently, a colleague showed me a menu from a local restaurant. He asked me to take a look at the names chosen for some of the menu items. “Does that make any sense to you?” he asked. “By looking at the name of several of these items, do you have any idea what the dish is?” Looking at the menu, myself, he had a good point! Creativity for its own sake (while, unfortunately, sacrificing clarity), se …

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How Do You Make Them Feel?

Posted by Erik Landrum on April 13, 2019 in F&I Selling Strategies, General Communication Skills, Interacting with Colleagues/Internal Customers, When to Present Your Menu

I have been extremely fortunate, in my travels, to make the acquaintance of some remarkable folks…many bright, talented individuals who each bring a great deal to the party, if you will. A very successful Dealer Principal, for example, once shared with me that, “folks will forget about what you say and they’ll forget about what you do…long before they forget about how you make them feel!” Truer wo …

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Defending Yourself Versus Recognizing Opportunities for Improvement

Posted by Erik Landrum on April 12, 2019 in Administrative Topics, F&I Selling Strategies, General Communication Skills, Interacting with Colleagues/Internal Customers

We have seen it countless times, over the years. A new Salesperson joins the team and is motivated by hope for gain. They may not know much more than the very basics…be nice, ask a few questions, and listen a lot! Their lack of product knowledge may even prevent them from speaking too much, because they don’t want to look as though they don’t know what they are doing. Surprisingly, sometimes they …

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Reacting Quickly, Building Rapport, and Avoiding the Pitfalls Caused by Guessing Usage Patterns

Posted by Erik Landrum on April 12, 2019 in General Communication Skills, How to Present Your Menu, Time Management

It is incumbent of us, whenever possible, to get in front of our Guests as quickly as time allows. After all, once a Buyer’s Order has been signed, our Guests are relieved to have reached what they may believe is the conclusion of their car-buying decision-making. They are at a peak emotional point. Time, however, probably seems to stand still when not greeted promptly, by those of us in the Busin …

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Missed Tells, Staplers and Mobile Phones

Posted by Erik Landrum on April 12, 2019 in F&I Selling Strategies, General Communication Skills, Objection Handling

Do all our Guests immediately understand what we are sharing with them? Unfortunately, of course the answer is “No!” This applies to even the most effective communicators, among us. We may take for granted that what we have just reviewed is self-explanatory. But remember, our Guests don’t do this everyday, and they may just be a little stressed out, to boot. This is particularly applicable to our …

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Projection and the Self-Fulfilling Prophecy

Posted by Erik Landrum on April 12, 2019 in F&I Selling Strategies, General Communication Skills

What sort of sentiments are you telegraphing to your Guests? Is it… a.) I’m having a great month b.) no way, not another cash deal c.) I’ve got to be out of my mind, doing this for a living, or d.) I think I got food poisoning at lunch ? A, b, c, or d…you’re probably right! Whichever the case may be, your Guests can practically smell it on you. Think of it this way… Have you ever wondered why this …

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Educating Versus Selling

Posted by Erik Landrum on April 11, 2019 in F&I Selling Strategies, General Communication Skills

Educating may be defined as 1). Giving (someone) training in, or information on, a particular subject or 2). developing the faculties and powers of (a person) by teaching, instruction, or schooling. Consider this approach, to what we do, compared with that of selling, which may be defined as persuading someone of the merits of. While the simple presence of the word “persuade” (in the definition of …

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The Message

Posted by Erik Landrum on April 11, 2019 in Administrative Topics, F&I Selling Strategies, General Communication Skills, Interacting with Colleagues/Internal Customers

Let’s think outside of “the box”, if you will, for a moment. How may we further the cause of efficiently communicating all of the benefits, with our Guests, of taking advantage of our VSC offerings to protect their investment? We’ve all heard (and I certainly believe in) the adage that the Sales Department sells the first vehicle and the Service Department sells, the same Guest, all subsequent pur …

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Enhanced Communication Skills via V-A-K

Posted by Erik Landrum on April 5, 2019 in F&I Selling Strategies, General Communication Skills

Conley Insurance Group recently had the distinction of hosting Mr. Paul Webb, author of “The Number One Best Selling Book” -For Automotive Sales Professionals. Mr. Webb’s V-A-K system stands for the three types of learning styles: Visual, Auditory, and Kinesthetic. He teaches that to communicate effectively, we must first identify the learning style of our audience and cater to them accordingly. C …

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Cadence and Inflection

Posted by Erik Landrum on April 2, 2019 in F&I Selling Strategies, General Communication Skills

Are your customers sitting in front of you, at your desk, struggling to stay awake? Does your presentation have a certain numbing effect? Could a medical professional prescribe, in place of sleeping pills, your Business Office presentation? Hopefully it’s not this bad, but I’ve seen some that practically rivaled a lullaby. Read the following statement quietly to yourself: Results have shown that o …

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