A lot of RV sales people are scared of the phone and have been resorting to email way to much. This is one of the biggest issues I have seen with RV sales people and it’s hurting your sales! I believe the phone is one of the most under used and under rated ways to communicate with your customers. If you want to talk to more people and sell more RVs then you need to start calling and texting more than you email!
Side Note: Instead of emailing your customers when they don’t answer a phone call, shoot them a text, because 100% of texts are read and emails are skipped over a lot.
Stop Being So Scared And Pick Up The Phone
The best way to follow up with an internet lead is by calling them ASAP. The sooner you call a lead that comes in from your website the better. I always tell RV sales people that too much time with no follow up has a way to kill all deals; so be quick!
When you first call the customer you should have the intention of getting them into the dealership TODAY! You can say to them, “Hi, I am ______ from ______ and I seen your inquiry about our ______ and I wanted to see if you had some time TODAY to come in and take a look at this RV?”
Very short and simple, but the point of this first question is to get the customer into the dealership while they’re the hottest on the product. Your customer decided to go to your website to look at RVs today and they gave you their information. They didn’t do this yesterday or tomorrow, they did it today… but why today?
Do You Care About Your Customer?
Your customer may of been thinking about a trip they wanted to take with their family. Maybe their friends went on a trip without them because they didn’t have a RV. There are a millions reasons people are looking at your RV’s and you need to learn their wants instead of just regurgitating brochure language. People purchase products that fix their problems and meet their needs, period.
They don’t buy a RV because of all the “bells and whistles” your model has, they couldn’t care less! Your customer only care about one thing, fixing their problems and making their RV dreams come true. By following up with your leads while they’re the hottest and have interest in your solutions, you will have a higher chance of closing the sale and getting them camping.
Help your customers get what they want and you will get what you want!
Are You Doing This When You Call Them?
If your customer does not have time today to come in and take a look at your RV, the next step you should take is ask them about their trade.
Instead of going directly back in for an appointment with something like, “Well what about tomorrow, or when is your next day off?”
You should start to qualify them and ask about their trade to learn why they even want a RV in the first place.
I might say something like, “Ok no big deal, let me ask you this. Is this going to be your first RV or are you trading something in with us?”
This question is designed to put the focus on your customer instead of going right back in for an appointment. The truth is, customers are looking for a RVs that meets their wants and needs, not yours, so focus on your customer.
You Can Learn A Lot From A Trade
When you ask your customer a question like this they will either start to talk about their trade or they will tell you this is their first RV. This is perfect because they will start to tell you what they want in their next RV and what they dislike about their trade -OR- they will talk about why they started having an interest in a RV and the things they want to do with their friends, family, etc.
By learning about your customers trade you can figure out things like:
How much they paid for their last RV
What their payments were with their last RV
What they didn’t like about their RV
What they want in their next RV
What they used their RV for
Where they camped with their RV and the activities they did while camping
These are just some of the things you will learn by digging into the trade but I hope you can see how valuable this information is and why you need to learn these things about your customer.
Once you get a good idea of their trade and learn more about their real needs and wants, I will say something like, “Awesome! Thank you for giving me a good idea of why you and your family want a RV and what you’re looking to do while you’re camping. This will help me find you the perfect RV and what I am going to do is look over my inventory for any other RVs that I think will fit your needs and I will send you a video through text of those exact RVs. When you get the videos, you and your family can look over the RVs, see which ones you like the most, and when you get a free day to come take a look at them in person, I will have them ready for you guys to walk through. If we find the perfect RV for you and your family, we will buy it, if not, we will keep looking. Sound fair enough?”
Most of the time they will say, “Yes, that sounds fair” and I will come back with, “Great, what is your cell phone number so I can make sure I am sending the videos to the right phone.”
They will give me their number and I continue my sales/follow up process till I close the deal.
If they say something like, “Well we weren’t really planning on buying this soon, we’re just looking for now but have no problem coming in and taking a look at some RVs.”
I will come back with, “I hear what you’re saying and to be honest I wouldn’t ask you to buy a RV that didn’t fit your families needs so if you come in and take a look at my RVs and you’re still not ready to buy one; no big deal, we will just keep looking till the right RV comes along and when it does, we will buy it then. Sound fair enough?”
This rebuttal is designed to show your customer that you care about them and that you want what is best for them. It tells your customer that you don’t expect them to buy if you don’t have the RV that will fix their problems and a lot of customers will lower their defenses after you tell them something like this.
What you don’t want to do is come back with, “Then come see us when you’re ready to buy” or “Reach out to me when you guys are more serious buyers.”
Statements like this will show your customer that all you care about is the sale and that is bad and you’re burning your leads. The truth is, for the most part, you can’t sell someone completely over the phone. They usually have to come in see your product, fill out some paper work, bring in their trade, etc, so there is no reason to butt heads on your first phone call.
Agree with them and have a goal of closing them when they’re at your dealership instead of on the first call. This will show your customers that you’re in it for them and they will trust you more as a sales professional.
Once you get your customer in the door by phone calls, texting, and text videos, you can now implement your sales process to get them to the close. (Hopefully you have a good sales process)
If They Don’t Have A Trade
This is when you need to ask a lot of questions about who, what, when, where, and why, they want a RV. Learning your customers true passion behind a RV is the ticket to closing deals. Whether it be traveling the States, going on baseball trips with their kids traveling team, or just camping with family and friends, everyone has a different reason they want a RV, focus on these things.
Ask your customers questions like:
Who will all be using the RV with you?
What will you be doing with the RV?
When do you guys want to start making these dreams possible?
Where do you plan on going with your RV?
Why are you looking at RVs?
What is the thing that excites you the most about owning a RV?
When you start to dig into your customers true needs with questions designed around your customers, you will learn a lot of good information. As you learn more of your customers wants you will start to learn what RV will fit their needs perfectly, and when you find a RV that fits your customers true needs you won’t have to overcome their objections. They will see this RV as a vehicle to build priceless memories and they will see it as a vehicle to travel with their family and friends. They won’t see it as a trailer with a heated under belly and extra tvs because it’ll actually connect with them.
Stop talking dirty brochure language to your customers and find out their real needs!
Nobody Is Seeing Your Emails
Don’t be that RV sales person that does nothing but sends out emails because you’re leaving a lot of money on the table and burning your dealerships leads. Implement a phone call and text message follow up process and don’t stop following up till every lead comes through the door and buys a RV.
When you start to make more calls you will be surprised how much more engagement you will get out of your customers and it’ll make a huge difference in your sales and customer service. Start using your phone more than your email and start selling more RVs!
If your sales team needs more/better training on how to close internet leads and RV deals then message me. I will help you turn your sales team into an efficient selling team that will stop burning leads and increase your revenue because training is one of the best ways to increase sales.
A lot of good sales professionals I have met tend to jump from RV dealership to RV dealership and a lot of dealerships wonder why good sales people leave. I have been in sales since I was young enough to work and I have met all kinds of sales people. I have met exceptional sales people who are making a boat load of money and I have met complacent sales people who are comfy where they are at.
The problem you will see at a lot of dealerships (and for businesses) is the good salesmen will leave while the mediocre salesmen stay, but why is this?
I have come to learn that most of your good sales people are more entrepreneurial and they like to make money while doing what they want to do. They can get mad at one little commission change or they might just want something different and poof they’re gone and you’re left with a mediocre sales team.
After these sales people relocate, I have made it a habit to ask them why good sales people leave their previous dealerships and a lot of their reasons were the same.
They feel they weren’t being used to their full potential
Their company was trying to control them or cut their commissions
They wanted to start their own venture
They didn’t like upper management
These are just a few of the reasons I have heard over the years but the real question is, how do we get our good sales associates to stay?
Start Using Them To Their Full Potential
Most of your good sales people will be more entrepreneurial and driven and you have to keep them engaged with your business. Sometimes the lack of challenge for a sales person is part of the reason why they leave and really they just want to do more for the dealership.
When you see a sales person excelling and putting up numbers, see how you can get them more involved with the business. Whether this means getting their opinion on how your dealership can improve your sales process or how the dealership can help the sales associates sell more, ask for their opinion and keep them involved.
If you don’t keep them involved with the business they might start to look for other opportunities where they feel they can be used more. Remember good sales people aren’t with your company just because they want a job. They are with your company because they want to help you grow and you have to let them help you!
Pay Your Sales Team What They’re Worth
What happens to a lot of good sales people when they start to land bigger deals is a company will cut the commission on them and all sales people, not just the good ones, hate this.
Good sales people are hard to come by and a lot of them work hard to be good at what they do. When you start to mess with your sales teams commissions you will start to lose good sales people because they will take it as a slap in the face and they will leave your company on principle alone.
Dealerships and companies have a bad habit of not rewarding their sales team when they do a good job and it hurts the business.
When good sales people land big deals or are doing well make sure you reward them instead of punishing them. Instead of cutting commissions or lowering the pay scale when sales associates start to sell more units, give them a bonus or an extra day off. Things like this will make it so you don’t lose your good sales people and they will respect you more and work harder for you, which will increase sales in the long run.
Dealerships and companies have to remember that nothing happens without sales and when you have good sales people they’re worth keeping. Lowering sales commissions or pay scales might seem like a good way to increase your companies revenue for the short term but it is not. In the long term, the money you will lose for not being able to hold on to good sales people will out weigh the money you’re saving in cut commissions. Do yourself a favor and pay your sales team good!
Stop Trying To Control Your Sales Team
Some dealerships make the good sales people work longer, harder, and with unrealistic expectations to pick up the slack for the mediocre sales associates and again, they hate this. A lot of good sales people have a “work hard, play hard” mentality and when they land a big deal they might want to take a day off just because. Let them have their day off and don’t slam a bunch of work on their desk.
Giving them an extra day off or a bonus will reward them and show them that you respect their hard work and because of it you will see them land 100 more big deals. If you try to control them and look at them as your cash cow and you will see them landing big deals for other companies.
Don’t get me wrong, this doesn’t mean all good sales people won’t want extra work. You have to know your sales people and understand the way they want to work. Some sales people will work hour after hour with no issues and actually love it while others need a day off and want to enjoy some of their hard work.
Know what kind of sales people you have and use this to your advantage. If you have to give a sales person an extra day off because they landed a big deal then have a good sales person on the team who don’t mind picking up the customers while they take a day off. The small act of learning your sales team and allowing them the freedom to live their life and make a good living with your dealership makes all the difference. Keep your employees happy and they’ll want to help you grow, try to control them and you’ll watch them leave time and time again.
Sometimes It’s Out Of Your Control
Good sales people usually come with more entrepreneurial blood and sometimes they want to do their own thing. The harsh reality is sometimes it’s out of our control and you have to respect this. Good sales people think that any company can prosper with a lot of sales and sometimes this makes them want to go out on their own. If you burn your bridge with these sales people because you’re mad they’re leaving your company then you’re making a mistake.
One thing sales people usually don’t understand about starting their own venture is its harder then just making sales. A lot goes into running a business and some sales people are good at selling but bad at managing and sometimes they have to learn this on their own.
If a good sales person is leaving to start their own venture you should inform them of these hardships and ask them if there is anything you can offer them to stay, because as I have said before sometimes they just want a bigger challenge. After you talk with your sales person and if they still want to try their own venture then you have to respectfully cut ties with them and tell them if it doesn’t work out they can come back. Doing this will build their respect for you and if their venture doesn’t work out they will come back to your dealership and work harder for you than ever.
As Richard Branson has been quoted saying, “Train people well enough so they can leave, treat them well enough so they don’t want to.”
Have Leaders In Management And Not Busters
Being in the Army for 7+ years taught me a lot about leadership, and one of the biggest things you have to understand is leading by example. Good sales people, for the most part can get a job anywhere they want and they don’t choose to work for your dealership simply to make money. When your sales people start to lose respect for their upper management and don’t want to work for them you have a big problem. Having upper management that don’t know how to lead a sales team can cost your dealership a lot of money.
Interview your sales team every so often to make sure the team cohesion and morale stays high. Make sure they want to work for their upper management and that they respect them. Ask questions to find out if they’re learning and training with their upper management on a daily/weekly basis because training with your team is a great way to build team cohesion and chemistry.
You have to put leaders in management that are going to train and push your sales team to grow in a healthy way. Good leaders have a way of pushing people without making them mad. They have a way of getting people excited to work for them and sales people always strive to get better when they have a leader they look up to and respect.
Address The Management Issues
As an owner, when sales people leave your dealership you should personally talk to them and find out why they left. If upper management is the common denominator for your best sales people leaving your dealership then you hired a buster and not a leader and you have to fix this ASAP. When you take responsibility for your upper management and get rid of bad apples in the team your sales people will respect you. There are a lot of busters in management right now and they are costing your dealerships a lot of money.
Show your sales people you respect them and give them a leader they can respect and look up to. Put people in upper management that are willing to be in the trenches with your sales team and that will help them grow. When you build a strong team of people who work together and have good chemistry you will smash your goals time and time again.
Sometimes it is painful to go into a dealership or a business and hear the pitch some of their salesmen are throwing at me. A lot of them start talking about dogs, family, and life before closing the deal, and its one of my pet peeves. Please stop wasting your breath and learn what customers want from their salesmen!
Your customers are coming to you because you’re the EXPERT!
They do not care to talk about anything other then how you’re going to provide them with a turn-key solution to their problems. It’s as simple as that. Stop wasting your time on topics that have nothing to do with how you’re going to solve their problems because thats what customers want!
As the great Albert Einstein has said “Make things as simple as possible, but not simpler.”
What you have to figure out as the business owner is what issue(s) your product/services are fixing and sell to your customer based off of these rewards. Instead of pitching all of your services to your customer, sell them your turn key solution that is going to fix their biggest problems and you will close more deals.
Customers are coming to you because you’re the expert in your field and they trust you can solve their most frustrating issues.
So what can we do as salesmen and business owners?
Ask more questions! A lot of the time I talk to salesmen and business owners and they can not tell me about their actual customer. A lot of them talk more then they listen and they do not truly understand why their customer is even looking for their product/services.
What you should do as a salesmen is keep asking questions and really listen to what your customer wants.
Ask them how, what, when, where, and why they are looking for your services so that you can truly understand their needs. Get them talking for a good 10 minutes on why THEY are looking for your company and what problems they are looking to address.
Once you have a good understanding of your customers TRUE needs, you don’t have to just “pitch your services”. You can now show them how your product/services are going to fix their problems and they will give you their business.
Implement this simple technique into your sales process and you will be sure to close more deals!
In today’s day and age every company must have a website if they want to stay in business.
With that being said, building a website is not an easy or common thing people know how to do. Because of this, a lot of business owners will skip building a website all together or they will pay/have someone make one for them, and frankly most of them look and perform like dog crap.
So, what are the secrets to building a website?
First, you will need a professional web designer/developer (unless you are one) who will be able to build you a professional, up-to-date, and responsive website.
Side Note: There are a lot of different content management systems (CMS) you can use to build your website, but I would recommend WordPress for most businesses.
The reason I recommend WordPress is because it is the easiest CMS to learn and use for people who have never run a website. If you decide to take over your website down the road, you will be happy it is on WordPress.
Side Note: Use a professional to build your website. Customers that see a poorly done website will view this as a reflection of your services and this will make customers NOT want to use you.
Second, your website needs to be focused on YOUR CUSTOMERS! A lot of websites that I come across talk all about themselves. They talk about how, what, and who started the company and have very little information on how their services will benefit their customer.
Do not make the mistake of being one of these websites, because NOBODY cares about your company. They care about how you’re going to help them fix their problems!
What your customer is looking to learn from your website is why you are the expert in your field and why they should go with your services over your competitors. This is truly the only thing they care about, so make sure you pay attention to how your website reads and the value your customers will get from it.
Third, you have to turn your website into one that will make your customer want to come back again and again. (Think of Google, Facebook, ESPN, Etc.)
The way to turn your website into a resource for your customers is to add quality content DAILY for them to read, watch, and learn from.
For example, lets say you are a plumber and you want to add content to your website. You can shoot videos using your cell phone on how to fix your sink when it leaks; or how to prevent water lines from bursting in the winter; or even how to install your toilet.
Next, you will write a summary blog about the video you recorded and then post the blog with the video onto your website.
Side Note: You will want to add new content to your website at least 3 times a week.
What this content will do is build trust with your customers and allow them to truly see you as an expert in your field.
Now, I know you’re thinking, “If I show people how to do my job, then why would they need me?”
The fact of the matter is that there are two types of people. There is the DIY type of person who will not call for help regardless of their situation, or the person who does not want to mess with it and will pay a professional to fix your problem and get the job done right.
By having these free videos/content on your website your customers can use and reference; it will position your website as the place to go for the services you provide. While the DIY person will be using your videos to do their own projects, the customers in your area that would rather pay someone will now trust you and want to use your services.
The Fourth and last step to building a website that will keep your customers coming back is to make your website easy to navigate and not confusing. I know that all of us have been on a website that is super confusing and hard to navigate, and if you’re like me, then you spend no longer then 10 seconds on those types of sites.
DON’T be that Website!
A very simple test for this is to have your Grandparents look through your website and ask for their feedback. If they tell you it was confusing and they didn’t know how to work it then you need to go back to the drawing board. If they were able to navigate it and learned something new from your information then you’re on the right track!
Use these 4 secrets when building and marketing your website and you will be sure to get more customers from your website.
Attitude is something that will take you to the top, or drag you to the bottom. The main thing about attitude is it’s literally all up to you.
You can choose to be a positive, go getter; or you can choose to be negative and always act as a victim. Whichever you choose is the one that will determine the outcome or your everyday life.
I know you have heard the famous quote by Henry Ford saying, “Whether you think you can or you think you can’t, you’re right.” This is what I think about when I hear the word attitude and this is how I attack situations.
When going into your projects, business ventures, or even your daily life, make sure you are taking the positive, “I can” approach over the negative “I can’t” approach.
The fact is that if you think you can’t do something, it will subconsciously bring this into reality and make you under perform. However if you go into projects like “I can adapt and overcome any challenge that comes my way,” you will see such a huge difference.
Knowing this secret will make you never want to be negative again, because being negative will only bring negative results. So why not be positive?
The good news is, knowing this information means that we can use it to our advantage. We can use it to better ourselves and become the best person that we can be.
The longer we continue to have a negative attitude, the more time we are wasting to truly start living a good life, and everyone deserves a good life.
So lets keep a positive attitude and attack each day with an “adapt and overcome” mindset and witness how big of a difference it will make in your everyday life.