Is The Internet Buyer Really Any Different?

Do you sometimes forget the word “buyer” in “internet buyer”?

How different are they?

Internet buyers, like all buyers, have the same 3 fears.
They fear:
– buying the wrong car
– paying too much
– being pressured or hassled

Internet buyers actually help you. They spend a great deal of time doing your job. They do the research and, often, sell themselves on the car before walking
on to your lot.

Treat internet buyers the same way you treat all buyers – use your Sales Process.

To get any buyer feeling comfortable saying “yes” to buying from you today:

  • Build relationship and trust by showing interest in them
  • Build value and desire in the car
  • Get them committed before working numbers

The internet buyer is just like all of your other buyers.
Follow you Sales Process and you’ll turn them into
Excited, Loyal, Lifetime Customers.

Good Selling!

Joy, Peace, & Satisfaction

You can learn to live with abundance.

You can have that joy, peace, and satisfaction in your life. But, it’s not always found in dealerships or on sales floors, right?

How can you live with joy, peace, and satisfaction?
It’s a simple path, really.

It’s self-approved conduct fed by the daily pursuit of excellence.

How do you know if you have it?

When you look at yourself and have a healthy pride knowing you are doing a good job, you have it.

When you are engaged in becoming better today than you were yesterday, you have it.

When you are proud of the actions you are taking to take control of yourself and your career, you have it.

When you take personal responsibility for your attitude, knowledge, skills, and actions, you have it.

When you are pursuing your best self, you have it.

We all want to be so effective we are a benefit to others.
When you work with excellence, you are a benefit to others.

Good Selling!

Customer Satisfaction Scores


Your CEI / CSI scores are extremely important to your dealership. It impacts how
your manufacturers incentivize the dealership.

However, these scores rarely give a true picture of your buyer’s satisfaction.

The true measure of buyer satisfaction is through their repeat and referral business. Your true buyer satisfaction level shows when they become an Excited, Loyal, Lifetime Customer (ELLC). You build ELLCs through your Sales Process.

But, your CEI/CSI scores are also important. It is up to you to score well.

Tips to improve your CEI/CSI scores:

  1. The more surveys you have returned, the higher your score.
    How do you get buyers to return surveys?
    You ask your buyer to do it.
  2. Explain the scoring system to every buyer.
    Buyers need to know only a 10 is a 10.

Pro Tip:

Show buyers a laminated copy of the survey. Let them know it is very important to fill out and return. Explain to buyers that only a 10 is a passing score. Let them know that your manufacturer views everything else as a failing score.

Ask your buyer if there is any place on the survey they are not comfortable
giving you a 10. If the answer is “yes”, ask what you can do,
what you can correct, to make it a 10.

How can people give you the right score is they don’t know what the right score is?

Good Selling!

Morning Routine

I get asked all of the time…
What do you do in the morning?

When you build good habits, you thrive.

Every morning I follow the same routine.

My morning routine allows me to drive my day. I define what I want to accomplish and the tasks I need to complete to accomplish my goals.

Does your morning routine support great habits?

Does it prepare you to win today and every day?

Nothing great ever just happens – you have to pursue it through great habits.

Good Selling!

Set Goals To Win

Goals are important. You have to have a target to hit.

And, goals are, for the most part, arbitrary. You define them.

So, how do you set goals to win?

You first need to define your goals.
– What are your goals for the year?
– What are your goals for the month?

However, annual and monthly goal setting is probably not as effective as it
could be. Why? Because you need to adjust your goals based on how you are doing throughout the month. Just focusing on monthly goals can cause you to commit the sin of aiming too low.

Always aim high and miss.
Never aim too low and hit.

To be of value, goal setting must be constantly pursued and measured. To make goal-setting more valuable, set long-term goals and then break them down into smaller components (weekly and daily goals).

How do you apply this to your daily sales career?
How do you break down your monthly goals into actions and measurable results?

You come into work to sell a car. You work 5 days a week.
How many cars do you want to sell in a week? 5 cars a week.
How many cars do you want to sell each day? 1 car a day
(If you don’t sell a car today, you better plant the seed for tomorrow.)

When you set goals, you have to track them.
You can’t improve what you don’t measure.

Pro Tip: Get a monthly calendar.
Every day, track these 3 metrics:

  1. How many face-to-face guests.
  2. How many units sold.
  3. How many future appointments set.

Your ultimate goal should be to work with excellence with every opportunity.
That is the highest goal you can set.

Good Selling!

Proverbs Challenge, Part 4

Today we wrap up our Proverbs series with two videos.

How are you doing with the Proverbs Challenge?

This series has been all about your thinking – the way you see things, your knowledge, your attitude.

The quality of your thinking determines the quality of your life.

Your 15 minutes of daily preparation is the key to winning,- today & every day.

So, how are you doing with the Proverbs Challenge?
Are you reading one chapter a day?
Are you choosing a verse from that chapter to reflect on each day?

Today’s first video is from a Proverb I love. I quote it all the time…
In fact, King Solomon was the first one to say buyers are liars.

It’s no good. It’s no good says the buyer then goes and boasts about his purchase.

Proverbs 20:14

It’s no good” is simply the protection mechanism your buyer uses to make sure
they are not taken advantage of.

Every department in your dealership needs to know that buyers exaggerate all the time (to protect themselves).

In today’s second video, we look at how we are all responsible for each other.

Let the people around you know they can be better.
Lift each other up.
Help point each other in the right direction

Like iron sharpens iron, one man sharpens another.

Proverbs 27:17

We owe it to each other. Don’t we? Not to judge each other.
We owe it to each other to encourage and help each other to be better
today than we were yesterday.

Remember, the Proverbs Challenge is designed to improve your thinking,
shape your actions, and create the results you want in life.

Good Selling!

Love The One You’re With

Focus. Attention. Good Questions. Active Listening.

A lot of times when you are with your buyer, you’re thinking about your next buyer, your next appointment, your next customer.

A lot of times you are not fully engaged with the person in front of you.

Remember: What is in your mind will be in your buyer’s mind.

Your buyer will feel and know that you are not fully engaged –
that you are not fully with them.

GIve the guest you are with your full, undivided attention.

Give them your maximum effort.

Every buyer deserves your excellence.

Good Selling!

Proverbs Challenge, Part 3

Discipline & Self Control

The power of your thinking in your life.

Your thinking drives your actions which gives you your results.

Continue the Proverbs Challenge. It will improve your thinking
(& your actions & your results).

How are you doing with this new habit?

If you haven’t started it yet, that’s ok.
Go ahead and start. Start today.

Today’s video focuses on the habits of discipline and self control

For 3,000 years, people have been growing from the wisdom found in Proverbs.

Are your habits strengthening or stealing from your life?

Continue your 31-day challenge.

Good Selling!

More Connected, More Alone

We are more connected than ever.
We see more of the world than ever.

Just look around. People are communicating constantly.

And…We are more alone than ever.

So, how is this a Sales Tip?

When your buyer comes in, they’re in search of what everyone is in search of…
love, connection, to be known
Your buyers need to be known. They want you to know them, know their life.
They want to be heard.

Tip: This is why Active Listening and the Understand Goals Step are so
very important in your Sales Process.

When you show interest in your buyer, it helps them feel known
(which is a form of love).

When you show interest in your buyer, it helps build the relationship and trust necessary to guide them comfortably through the Sales Process and to close
your deal profitably.

Good Selling!

Proverbs Challenge, Part 2

Your thinking is your most valuable asset.

Your thinking drives your actions.
Your actions drive your results.

Proverbs is about living well, living with excellence.
When you live with excellence, you can be a benefit to others.
When you’re a benefit to others, you also benefit yourself.

The Proverbs Challenge is about changing your thinking.
Read one chapter in Proverbs every day, for 30 days.
Pick a verse to meditate on throughout your day.

It will change your life!

Nothing great ever just happens, does it?

If you want to become better, you must make a decision to become better,
and that decision must be followed by action.

Good Selling!