Thursday, April 3, 2014

Automotive Internet Sales Training Book

Skills and Techniques of Top Internet Sales Professionals





The World Wide Web is powerful. Knowledge is power, and there is everything and anything available on the internet. Thirty years ago, a customer was limited on how they got their information from dealers. They had to look in the newspaper, call, or visit the dealership. Fifteen years ago, an automotive customer could to go to the library or a bookstore to find a book on trade values or look up invoice prices. The information was more difficult to find and car sales people had an easier time—because they held the information.

Now days, information is at a customer’s fingertips. They don’t have to leave the comfort of their living room or office to get everything from the average transaction price to trade values. They can look up interest rates from competing lenders or credit unions and communicate with eight dealers from their cubicle, home, or smart phone.

Dealerships no longer hold the information. More and more shoppers are doing everything online. It is said that by the end of 2011 over 90% of customers will have at least done some preliminary shopping online. But the dealership has the vehicles on their lot. A customer still has to contact the dealership, get their trade appraised, and take delivery at the facility.

How is your dealership prepared to handle the internet customer? What are you doing on a daily basis to contact, follow, track, and get that internet shopper to come into your dealership? Does your process stop with setting the appointment and getting the customer in the door, or does it incorporate all areas including the steps to the sale and prospecting?

Automotive Internet Sales Mastery is a complete guidebook for handling today’s customer effectively and efficiently. It has a step by step process for contacting and following your online customers and converting more of them to appointments. It incorporates a simple step-by-step Road to The Sale process for those Internet departments who take the customer all the way through to the delivery. The proven scripts, word tracts, skills, and e-mail templates will take you from being average in internet sales, to conquering cyberspace! You too, can master Internet Sales.

So, use these skills and techniques to SELL MORE VEHICLES!


Buy The Book On Amazon
Automotive Internet Sales Mastery
In dealerships today, Internet Departments are growing and many dealerships are going to an all Internet based sales force. What processes do you have in place to handle your Internet customers to appoint and close more leads? Automotive Internet Sales Mastery is your complete guide to handling, appointing, and selling more Internet customers. This step-by-step guidebook takes you through the first call, the first text, and the first e-mail. It outlines a rigorous 90 day follow-up, breaks down the Internet sales process, and more. Become an Internet Sales Master and sell more vehicles!



About The Author

Tim Northburg started his automotive career in 1996 selling at a Saturn retail facility where he learned highly valuable customer service and needs based selling skills. In 1998 he gained international experience while managing a Rover, MG, MINI Cooper dealership in Chester, England. Since 2000, he has moved into upper management where he currently trains, motivates and leads his highly successful team of sales professionals. He has three years experience running the Business Development Center where he learned valuable customer follow-up, incoming phone call, prospecting, and owner retention techniques and skills. He spent six years as a Used Car Manager /Desk Manager and is fully trained in Finance, Marketing and Public Relations. In 2010 he became a Sales Manager and E-Commerce Director at a highly successful Honda, GMC, Buick Dealership. Tim Northburg’s commitment and dedication to the business, and the sales people he leads, is evident in this complete training guidebook. He shares the knowledge gained, throughout his career, because he wants others to succeed like he has.


-- by Tim Northburg LifeWork Elements

Thursday, February 13, 2014

Cofee Quote #10 - Leadership



Here is another inspirational quote to go with your morning coffee.

"The only training for leadership is leadership!"
--Anthony Jay

I thought about that for a while and paralleled that with my management career. I think that quote is right. I have taken courses and read books about managing, success, motivation, etc. I have even read tips for leadership, but there is no replacement for the natural ability to lead.

Leadership is an innate talent that not everyone has. It is the ability to do things, at the right moment, that instinctively feels right to do. It boils to the surface and naturally comes out. Leaders don't train for those moments, they use their experience and judgment to make the right decisions that impact others.

Leaders get out there and lead. They learn from their mistakes and recognize what to do differently next time.


-- by Tim Northburg LifeWork Elements

Thursday, January 23, 2014

Positive Mental Affirmations



WHAT ARE YOU SAYING TO YOURSELF?

The Digital Recordings in Your Head:

We all have them. They are little sub-conscious sayings that pop into our heads and feed our inner being. They can be good recordings or bad recordings. However, it is mostly in our nature nature to doubt ourselves and beat ourselves up over the things that happen to us on a daily basis.

Stop and think about the things you are saying to yourself, inside your head. Many of these recordings come from outside sources. Your parents, teachers, coaches, mentors may have said things to you over and over as you grew up and now they are mental recordings that go off when certain things happen. For example:
  • You are no good at that!
  • See what happens when you do that!
  • I knew you were a failure!
  • Get your head out of the clouds!
  • You can't accomplish that . . . it is too difficult!

Other self talk or recordings in our head are ones that just pop out of nowhere. They really do not appear from nowhere. They appear as manifestations of our feelings based on what happens to us. They come out trough jealousy, anger, fear, hatred, love, excitement or joy. For example:
  • I can never be like that person!
  • I will never have what that person has!
  • I don't know if I will make it!
  • I'm a failure!
  • I am loved!
  • People really care for me!
  • I knew I could do it!
  • Today is a great day!

HUMAN NATURE:

If you look around at everything in the world. The media, your co-workers and even friends and family thrive off of the "negative" things in the world. This is unfortunate. Negative news is good news. No one would watch the news if all it has was positive stuff. This is a sad truth. This permeates into our lives. So much negative stuff is thrown at us on a daily basis. Gossip and drama around the workplace is rooted in the negative. Listen to what people say:
  • "He siad this..."
  • "She said this..."
  • "The economy is in the toilet!"
  • "I can't afford to live!"
  • "The stock market is down!"

No wonder the recordings inside our head are going at full speed all the time . . .

AND THEY ARE MOSTLY NEGATIVE!

The Realization:

YOU HAVE TO CHANGE YOUR RECORDINGS!


-- by Tim Northburg LifeWork Elements

Saturday, December 28, 2013

The Best Motivational Song Ever!


Muse is an English rock band that, in the last few years, has risen in the world stage. Known for their energetic music and live stage performances they produce some interesting, alternative rock and new progressive sounds.

I recently purchased their latest album, The 2nd Law which has some different songs on it. All, which I like. One song is called Survival. It is the ultimate motivational song! Whenever I get in a funk I throw it on and blast it in the car. It get me pumped and energized again to face the day head on and overcome life's challenges.

Hear it for yourself and listen to the lyrics. Here is a YouTube video featuring Muse's London 2012 Olympic Games official song; Survival.





Go out there and win!



-- by Tim Northburg LifeWork Elements

Thursday, December 19, 2013

What Will The New Year Bring You?




It is that time of year where we throw out the old and bring in the new. 2014 is full of possibilities and new uncharted waters.

What do you want to accomplish in 2014?

What is keeping you from doing it?

What areas of your life do you want to improve?
  • Mind
  • Body
  • Money
  • Work
  • Social Life
  • Relationships
  • Belief
  • Family

What is keeping you from getting it?

Take a moment in the next few days to write down your goals, then keep them in front of you until you accomplish them in 2014.

You can do it--you deserve it!

You can also try these books to help you decide what you want in life, set goals, and realize it.

Decide On It!

Realize It!

Realize It! Goals Workbook


-- by Tim Northburg LifeWork Elements

Saturday, November 30, 2013

What Is A Good Goal Setting Workbook?



GOAL SETTING IN 2014

I have been setting yearly goals and tracking them since 1996. It is amazing at the end of the year how many goals I have crossed out. The challenge isn't sitting down and setting goals. It is looking at them on a daily or weekly basis and focusing on the things you want to accomplish.

If you don't set goals first it is impossible to reach them. I took the tools I used each year, to set goals and monitor them, and put them into this handy goals workbook.

BUY YOURS NOW:
Realize It! Goals Workbook

What is "it?" Anything you want in life is "it" and becomes the focus of your daily, weekly, monthly, and yearly goals. You may have goals to reach, but you may not write them down, monitor them on a daily basis, and work towards achieving them. This workbook will help you, understand your purpose, identify what success means to you, and set short and long-term goals to help you monitor and realize "it" in all areas of your life. Now, realize it!

So . . .

Set Goals . . .

Look at them daily . . .

Monitor your progress . . .

And you will realize them!




-- by Tim Northburg LifeWork Elements

Saturday, November 23, 2013

Sales: What Are Good Closing Techniques?


In sales, you are told by your managers, and selling gurus, to ABC = Always Be Closing. However, more often than not you go through your sales process, discover the customer’s wants and needs, show them the features and benefits, sell to their hot buttons, but when you get to the end of the process or a customer throws out an objection, you don’t go for the close.

Why do you do that? There are a multitude of reasons. You may be having a bad day. You may be afraid to push the customer away by trying to “close” them. You may not be prepared to handle their objection.

Whatever the reason, you have to remember that you are in sales, and nothing ever gets sold without asking the customer to buy. The deal isn’t closed until you write them up and get them to sign. The transaction isn’t processed until it gets rung up, and the customer pays.

Don’t be afraid to close. If you have done a “bang up” sales presentation, you have earned the right to ask the customer to buy.

So, what are some good closing techniques to remember to use when you get to the end of your sales pitch, or are faced with some objections? There are many different techniques and styles out there, but here are a few that are useful. Some have been around for ages while others are new spins on an old close.

FEEL, FELT, FOUND: This one is a classic close for any objection. It allows you to align yourself with the customer, and then show them that they are not alone in big decisions, and then explain how your customers with the same objection have come to the decision to buy. “I understand how you feel, many of my customers have felt the same way as you, what they have found is….”

LET ME ASK YOU A QUESTION: This is a good lead up to a close and smoothes over a closing question. Instead of asking the closing question point blank ease into it, “Let me ask you a question . . . what would you have to think about?” More often than not customers will respond better to this. You ask command of their attention by saying, “Let me ask you a question . . .” Pause for a second then when you have their attention, ask your closing question. This is also a good lead-in to the next closing technique.

WOULD YOU DO ME A FAVOR: This is a good follow-up to the previous one. “Let me ask you a question… Would you do me a favor?” Most people are willing to help others out. When you ask this pause, nod your head and wait for them to respond. They usually will say, “Yes,” or “Sure.” Sometimes they will say, “Depends on what it is.” Then follow up with: “Would you give our product a try?” or, “I get paid for every demonstration, would you test it out and tell me what you think?”

IF I COULD, WOULD YOU?: This is probably the best closing phrase out there. However, it is the most used phrase out there. Customers know you are closing them when you use this. But, it works. So, why not use it? “If I could get you to $250 per month, would you buy this right now?” Don’t be afraid to ask the customer to commit. What is the worst they are going to do? Say no. I have also used the phrase, “I wouldn’t be doing my job if I didn’t ask . . .” and then ask them, “If I could, would you . . .” This eases into the question and the customer knows you are just doing your job.

WHAT IS IT GOING TO TAKE?: Many times customers are elusive with you. They play the “shopping” game and keep everything to their chest. They don’t want to tell you what it will take to close them. I always found this stupid. Why not just come out and tell us what you want and I will tell you if I can do it. We want to earn your business. However, it is not always that easy. You have to probe. There are several variations of this question; “What is it going to take for you to do this today?” or, “What is it going to take to end your shopping right now?” or, “What do we have to do right not to earn your business?” or, “What ideally does this have to look like to make this work for you right now?” These are the most direct phrases to ask and get a direct answer from your customer.

IDENTIFY, ISOLATE, REFINE, AND TARGET: Sometimes you have to get more information before you can close the customer. You may have to handle an objection first. One way to do this is to use the I.I.R.T. technique. IDENTIFY with the customer. “I understand . . . most of my customers feel the same way about (having to think about it, talk with my spouse, look around etc.) I felt the same way myself.” ISOLATE the objection. “Other than that, is there anything else keeping you from doing this right now?” REFINE by asking open ended questions to help understand the objection. “What are some of the things you would need to think about.” Or, “What do you think your spouse will say?’’ “What do you hope to find in the other product that you haven’t found in ours?” TARGET with a closing question. “If I could do X, would you buy right now without having to (think about it, talk to your spouse, look at other products, etc.)?”

SHAL WE GIVE IT A TRY?: Here is an easy one. I read this close in the book “The Closers.” This technique comes at the end of a presentation or after you showed your customer the price / figures. “So, shal we give it a try?”

LET’S PROCESS THE ORDER: You have just finished showing the customer you product. Write them up, or ring them up in your system and say, “Let’s process this order, how would you like to pay?” That will tell you right there what you have. You might be surprised. The customer may respond, “I’ll pay with cash.” Or, “Do you take checks/credit?” Sometimes all you have to do is assume the sale.

ROLL THE CLOCK AHEAD: The customer says, “I have to think about it,” Start by empathizing with them, understand their position, it is a big decision. Then say, “Roll the clock ahead to tomorrow. You have thought about it. What do you think your decision might be?” Or they might say, “I have to talk with my wife/husband/significant other.” Empathize like in the other situation and say, “Roll the clock ahead to tomorrow, you have talked with your wife/husband/significant other . . . What do you think she will say about doing this?” If the customer gives any signs of they say they would do it, then say, “Okay then, what is going to change between now and tomorrow? Let’s wrap this up now and you can enjoy your day tomorrow without having to worry about this decision.”



I know you are saying to yourself, “All these techniques are cheesy, or canned, or ‘old school’ and I don’t want to be that way.” Okay, I get it. You are right. Most of these are ‘old school’. The fact is, that when you use these, at the right time, in a calm and non threatening way, they work.



Stop being afraid to close!

-- by Tim Northburg LifeWork Elements

Saturday, November 16, 2013

Sales: How Do You Overcome An Objection?


4 STEPS TO OVERCOMING AN OBJECTION

Listen with the intent to understand and be empathetic. When you “Listen” to your customer’s objections they think you are really concerned with them. This will strengthen your relationship and build up more trust. Don’t take the objection personally. Remember the nature of the customer is to “get out” when they feel uncomfortable. This process must happen to get to the “close.”
#1  IDENTIFY with the customer. This makes them feel that you are listening to them. It puts you in the seat of empathy and builds up deposits.
  • “I understand how you feel many of my customers have felt the same thing…”
#2  ISOLATE the objection. Figure out their real concern and if that is the only thing keeping them from moving forward.
  • “Other than…”
  • “Is there anything else…”
 
#3  RFINE the objection. Ask open-ended questions targeted at the objection to gain clarity and insight as to the strength and validity of the objection. This further questioning builds your angle to head off or overcome the objection. Then use logic and support it with appropriate information addressing the concern.
  • “Many of my customers have found…”
  • “What would you need to talk to your wife about?”
  • “What is it about the price you don’t like?”
  • “What about the trade in figure is it you don’t like?”
  • “When could you come up with more $ down?”

#4  TARGET the objection. Summarize and answer the objection logically. Provide options that move toward a purchase decision and close the deal.
 
  •  “I don’t know if they would . . . if I could do X . . . would you buy it right now?”
 
 Hope this helps!
 
  

-- by Tim Northburg LifeWork Elements

Saturday, November 2, 2013

Free Kindle E-Book: Sales Is Mashed Potatoes



Download your copy of this pocket guide filled with witty sales anecdotes as it relates to mashed potatoes:  
 


From Nov 4th through Nov 8th author Tim Northburg is offering a free promotion of his book, Sales Is Mashed Potatoes. Get a free copy by getting the Kindle reader app on your Apple or Android smart phone or tablet, or on your PC and download your free copy of this sales book.
 
I would love to hear what you thought of the book.
 
Thanks.


-- by Tim Northburg LifeWork Elements