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I realize this site is Automotive Digital Marketing so it might be off the subject a little, or is it?

Are ISM's trained how to really build a business as much as they are trained on how to follow up on a lead?

Lets take an average salesperson who sells 10 cars a month for 5 years. They would have a total of 600 customers. Now lets take a salesperson that sells 20 cars a month for 5 years. They would have 1,200 customers. Where have those , 600, 800, 1,200 customers gone? Is the salesperson following up after those sold customers or is the salesperson too busy following up on new leads?

I have read about how many leads can an ISM handle every month. If they get 60 or 80 this month and they are following up after the 60 or 80 from last month, etc, etc, how many can they handle? How about the 20 that they sold last month, the month before, etc, etc, etc? How does that fit into the count?

If an ISM is selling 20 cars a month and is receiving 100 new leads a month and is also following up with sold customers, which one of those do you think is not really being done? Or which one suffers the most? I would venture to say the most important one....that is, the most important one to the salesperson - or should be. Sold Customers.

How long does it take to build a strong enough customer base so that you don't have to take ups anymore? At a point where you can sell 20+ every month to repeat and referrals only - NO UPS ALLOWED. We all know that it's a lot more fun selling to repeats and referrals and that we make more money too so that is what we want to do, right? Sell to sold customers?

Are we too focused on how to generate more leads and how to best follow up with new leads that we are forgetting about the people who will, if taken care of and followed up after , who like us and trust us??

I know I have been guilty of that many times as a manager but as a salesperson, it was what drove me day in and night out, what I thought about day and night, what I worked on day and night - Sold customers. Follow up with them. How to build MY business. And after 3 and a half years, that's exactly what I did. I had built a business for myself of repeats and referrals - NO UPS ALLOWED. That is truly when the fun starts!

So the question I ask is, how long does it take? How long before an ISM leaves his/her position and manages their own business?


Is this in your plan? Do you start trimming their leads down until they are ready to make the move? What are your thoughts?

On a side note, I am in NO way discounting generating more leads, following up on leads, etc. I have spent lot of time doing that because it is sooo important! It has to be on our mind 24/7! I have spent tons of time working with dealers on how to generate more leads and how to follow up with leads because it is sooo important! This site is sooo valuable for how to create a digital dynasty, which is what we all are working on for our dealers.

So I'm only wondering if this is a part of your plan?

Let me know what you think.....

Tags: customer, customers, follow, referrals, repeat, sold, up, with

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Thanks for the comments Stan. I like how open everyone is on ADM....sometimes too open though :-)

Yes, salespeople selling in the Internet Dept and floor move around a lot.....too much. Yes, in some cases they need to so that they can find the right place. Most of the time they are looking for something that doesn't exist.

"However, as great as you maybe at your job and your follow up and prospecting" really has nothing to do with anything. Everything I have learned has come from people like yourself Stan, Ralph and other experts in the field.....and then the most important step - TAKE ACTION. Learning to keep the main thing, the main thing. I will admit, I did breath and sleep SOLD CUSTOMER FOLLOW UP. Ask my wife :-)

Stan, as far as "The Internet Customer" goes, I disagree completely. Who is the "Internet Customer" anyways? I guarantee, if you have a detailed follow up process for your sold customers, MOST of them will become VERY loyal. They really don't want to shop around to save $50. Most of them do not have a salesperson that they trust and has treated them with respect and has followed up with them over the days, weeks, months and years. Lets face it, to most salespeople, once the car is burning gas and busting bugs, their done. DONE. Mr and Mrs WHO??

I am the worst for saving a buck....once again, ask my wife. But you know what? When I buy from a salesperson that is good (Scratch that, I mean GREAT) and I actually hear from them after the sale, more than once, not just the "CSI" call, when it comes to the money, I really squirm. Why? Because I like the salesperson, he gave me a great deal last time, follows up with me and he/she is real. A Real Person. Honest. Cares about me and I know it. Guess who's DONE? ME.

This is serious business. Its not just sending out a card or two. Or making a phone call or two. This is the real deal. This takes a lot of planning and focus. This is about really creating a Follow Up Process for SOLD Customers.

Now, I do agree, there are some of out the 1,200 that want to save $50 and don't care two cents about you no matter what you do. Some. A very small some. Besides, some of the worst customers, when handled with care, turn out to be your best customers, right?

If more salespeople focus on the majority not the minority, amazing things will happen. I'm sorry, I know we have all heard it many times before but Internet or not, trust me, its not price.
Isn't this the point where you make them a manager and start the cycle all over? I am just kidding, but that is what happens to a lot of successful salespeople. I think the key to it all is having someone like you, Chris, to help us all get better at following up with the leads and owners that we already have.
That's funny Dwayne, I was going to joke about that myself :-) And yes, you are right, many salespeople end up taking a manager position. Ones that don't know any better....wait, opps, that's me too.

I appreciate the compliments Dwayne but I would without a doubt, include you on the list of people I have learned a TON from. Working with you at two different dealer groups and your...has it been 20+ years in the business.....I have learned a TON from you.

Not too many UCM's out there like you. Like I said, your a IUCM (Internet Used Car Manager). The new breed of UCM's. Keep at it and we will have to get together one of these days real soon!

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