Sales Service Idea
Cathy Thibodeau, co-owner of Tibby's Harley-Davidson, sent us this idea regarding how you can leverage the service department to sell new motorcycles.
Each day, look at the service work coming in. We always want to look at them for a possible trade, but in addition, we look for bikes that we sold and financed. Then we can look up the monthly payment and greet the customer with an offer to keep their payment the same and get onto a new bike. Plants the seed of the idea, and is a huge "what's in it for me?" for the customer – new bike, no increased payment.
That's a great idea and thank you for sharing!
Here are three more "service" ideas:
- Check incoming dressers for radio station settings to discern where to do
radio advertising and other promotions.
- Check incoming service customers for ESP or Pre Paid Maintenance coverage. If they don't yet have it talk to them about it when their bike is in for service.
- Create a referral process for service customers. Who are you riding with, we are trying to grow our business, whom do you suggest we call?
If your ESP plan has helped someone whose bike is in for service, get a testimonial letter from them. Ask them to help you help others through their experience. |
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| Reader Writes about Success |
Sheri Pietrzak, finance and insurance associate at Sauk Prairie Harley-Davidson, writes
Mark,
Thank you for the article in the last Newsletter about your own buying experience. The timing could not have been better. I called a customer to remind him that his factory warranty was about to expire and offered him the wonderful Extended Service Plan that we offer here at Sauk Prairie Harley-Davidson. His reply, "I sell ESP's for a living at a local car dealer." To which I replied "Great so you know the value and I'm sure that you'll want the maximum protection for your Harley."
He bought the seven year plan! Thank you for the words of wisdom!
Thank you Sheri for using the information and sharing your success with others! |
| If you want to be a badger ... come along with me. |
Well that's the beginning to the University of Wisconsin's "Badger Ballad" played at football games and other informal gatherings. But that's not what Brent Bush manager from Mankato, Minnesota was thinking when he shared with me an interesting training idea.
Many of you are familiar with the Johnson Automotive badger commercials. These commercials show a car selling badger, doing all of the high-pressure, questionable showroom tactics. You know the routine, pressuring to ‘do the deal' today, monthly payment problems and then of course the old "wiggle room' routine.
Brent shares these videos with his sales crew, they all have a big laugh, and then talk about ways they can make sure they aren't "badgering" customers.
Go to www.YouTube.com and search "badger commercials" and you'll find these humorous spots.
Thanks for the great idea Brent! |
| New Dealership Superstar Contest: December 1, 2008 – January 31, 2009 |
Last year we here at Peak Dealership Performance partnered with Motorcycle Product News magazine to bring you the Dealership Superstar Contest. This contest was designed to recognize sales and customer service excellence.
We'll we're getting ready to launch the contest again. This year's contest will run from December 1, 2008 through January 31, 2009. This year's contest will have categories and more grand prizes. Watch www.PeakDealershipPerformance.com for submission guides and complete contest rules.
To get you thinking about your submission – here is last year's Grand Prize Winning Submission. By the way Ken walked away with $500 in cash for his submission. |
| Dealership Superstar Grand Prize Winner: Ken Fischer
Cycle Barn Motorsports Group |
As an assistant sales manager for the Cycle Barn MotorSports Group, part of my job is to help staff solidify the deal. I had a salesman that was adamant that he wasn't getting any further, and that he needed to turn his customer to me. I was introduced to the customer at the salesman's desk - a younger guy in his early 20's, accompanied by his father. He wanted a used 2006 Yamaha FZ6.
Our staff is not too familiar with Yamahas, as we do not carry them new at this location. As a transfer from our other metric store, which does carry Yamaha, I am very familiar with their products.
I sat down with the customer and proceeded to reaffirm the features, advantages, and benefits, of the bike he was looking at. The customer was satisfied with the price, but wanted to look around to see what else was out there in the Yamaha line. He assured me that he would be back after visiting the Yamaha store down the street. We all know how that goes. I told him, "Hang on one second. I have an idea."
I proceeded to the locker room, changed clothes and joined the customer back on the showroom floor. The customer looked at me like I was crazy when I told him that I was going with him down the street to the other store. I told him that if he found a bike that he wanted, who better to help him than someone who works at a bike shop? |
Once at the other retailer Ken proceeded to prove his value by giving important product information regarding the differences between the R6S, YZF600R and the FZ6. And after 15 minutes at the other store, when no one had yet approached them, Ken's customer said in essence, let's go back to your store.
Wow. Think about this situation. We've all had customers who have said, "I'm going to go see what the dealer down the street has on the floor." And let's face it most of us have either just felt dejected, knew they wouldn't be back or confused at where we went wrong. This in our opinion was the greatest use of "sales aikido" ever.
Ken didn't get frustrated. He didn't get angry. He went with the flow and won the business. This is truly one of he single greatest sales stories we've ever heard.
Way to go Ken! Congratulations on winning the Dealership Superstar Grand Prize. |
Mark-
All I can say is wow! I still find it hard to believe that I won the Grand Prize. Thank you so much for considering my story. Our Public Relations Officer was hounding me to enter the competition, and was adamant that I had a winner of a story. I will be sharing the prize money with him, as I would not have won without his persistence. Please extend my gratitude to the rest of the judging panel. I look forward to reading the article in next month's issue.
Thank you,
Ken |
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| Feel free to share this info at your staff meetings, use it for training sessions, or in conversations. Co-workers not signed up? Forward this to them. Our goal is to help you be, have and do more for you and your customers. |
| Earn more. Stress less. Make a difference. |
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While attending one of our workshops, City Limits Harley-Davidson Sales Manager Ross Schliesmann called home and spoke to his 10 year old son. When his son asked why he as in Nevada, Schliesmann explained simply, "Well I'm going to school ... just like you!"
His son thought about this for a moment and then asked, "Do you have a locker?"
Nope Ross Schliesmann didn't have a locker but he does have one funny son! |
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