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Al Mosher's ADM Blog (25)

Insanity - A Car Dealership Epidemic

You have all seen or heard Albert Einstein’s definition of insanity – doing the same think over and over again and expecting different results. And yet, day after day, in dealerships large and small, owners and sales managers trot out the same tired old sales process, watch the same decades-old videos and hire the…

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Added by Al Mosher on February 12, 2014 at 5:59am — 1 Comment

Turning Satisfied Into Loyal

Every day we hear about customer satisfaction. Companies do surveys to find out how satisfied their customers are with the service they received. Some even go so far as to reward employees with bonuses or prizes based on satisfied customers.

 

That’s just wrong. ‘Satisfied’ is the lowest level…

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Added by Al Mosher on December 30, 2013 at 5:32am — No Comments

Death By A Thousand Cuts

‘Death By A Thousand Cuts’ originally referred to an ancient Chinese form of torture. It was often used in interrogations and it doesn’t take much imagination to understand how it was conducted.

 

In the modern business world it has taken on a different meaning. In that context, it now refers to the loss…

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Added by Al Mosher on December 13, 2013 at 7:09am — No Comments

Be Your Own Customer

How easy is it to do business with your business? How easy is it to get help? …resolve a problem? …answer a question? The answer to those questions is probably that you don’t know because you’ve never tried to do any of those things.

Want a real report card on how your staff is doing? Try being your own…

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Added by Al Mosher on December 10, 2013 at 5:19am — 1 Comment

Standing Out From The Crowd

In his book Customer Satisfaction is Worthless, Customer Loyalty is Priceless, Jeffrey Gitomer poses the question, “If customer satisfaction is at an all-time high, why is customer loyalty at an all-time low?”  In the car business we see that play out every day. CSI scores…

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Added by Al Mosher on December 2, 2013 at 7:17am — No Comments

Sales = Touchdowns

I was watching football Sunday and I got to thinking about the job of a receiver. I decided a receiver has three jobs:

 

1.        Catch the ball

Nothing positive can happen until the receiver completes the catch.

 

2.        Try to make additional…

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Added by Al Mosher on November 26, 2013 at 5:48am — No Comments

Handling Unhappy Customers

In my last post, Advertising That is Priced Less and Priceless, I talked about the best form of advertising there is, word of mouth. You can read that HERE.

 

Word of mouth advertising can also be the worst…

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Added by Al Mosher on November 22, 2013 at 6:00am — No Comments

Advertising That is Priced Less & Priceless

Half the money I spend on advertising is wasted; the trouble is I don't know which half.     John Wanamaker 

 

You all know how expensive advertising can be. Dealerships spend thousands of dollars every month on newspaper, radio, TV, billboards, SEM…

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Added by Al Mosher on November 20, 2013 at 6:42am — No Comments

5 Keys to High Level Motivation

First, let’s clear up a big misconception. Nobody can motivate you but you.

You are 100% responsible for your own attitude and motivation. Other people can inspire you but you have to decide if their words or actions motivate you. You can just as easily choose…

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Added by Al Mosher on November 16, 2013 at 5:30am — 1 Comment

How Much is Your Time Worth?

Have you ever broken down your income goals to see how much your time is actually worth? It’s a great way to figure out which activities you should be allocating time for and which you should be delegating to someone else.

Let’s assume…

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Added by Al Mosher on November 11, 2013 at 11:30am — No Comments

Your Sales Process is Wrong.......Dead Wrong

Most companies are using a sales process that dates back several decades. It was probably wrong then and it most definitely is wrong now. Now, don’t get me wrong. It’s not the process I object to; it’s some of the things you’ve been taught to do in it.

Let’s look at some of the bad advice you…

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Added by Al Mosher on November 7, 2013 at 3:30am — 13 Comments

Are You a Thermometer or a Thermostat?

A thermometer is a follower. It reflects the temperature of its environment. A thermometer is a device that reacts to whatever is going on.  If the temperature is hot, it tells you so. If it’s cold, the thermometer reflects that reality as well. It’s a dumb instrument in the sense it doesn’t contain…

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Added by Al Mosher on November 5, 2013 at 7:30am — No Comments

Visualizing What You Want

vi·su·al·ize  

v. vi·su·al·izedvi·su·al·iz·ingvi·su·al·iz·es

v.tr.

1. To form a mental image of; envisage: tried to visualize the scene as it was described.

2. To make visible.

 

In life and work,…

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Added by Al Mosher on November 3, 2013 at 4:30am — No Comments

Sales Training - How Often Do You Sharpen Your Axe?

Once upon a time there were two men who lived in the same forest and decided to have a contest chopping wood.  The first man was in good physical shape and very muscular.  The second man was in good shape but smaller in statute and wiry.  They would chop wood all day and at the end of the…

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Added by Al Mosher on November 1, 2013 at 5:51am — No Comments

Check You Personal Battery - How's Your Positive Energy Level?

Think of your attitude as a giant battery. When your battery is fully charged you are happy and productive. When your battery is low you are grumpy and unproductive.

 

Negative inputs and events drain your battery. Some of these include:

  • Arguments – have you ever noticed how tired you are…
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Added by Al Mosher on October 28, 2013 at 5:35am — No Comments

7 Things You Can Learn About Sales From Winnie the Pooh

A.A. Milne’s beloved children’s books featuring Winnie & Piglet & Eyeore & Tigger and the rest of the crew have delighted children for decades. Here are a few favorite quotes from those classics and how they apply to your business today.

 

“What day is it?"

“It's today,"…

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Added by Al Mosher on October 22, 2013 at 6:00am — No Comments

The 5 'Believes'

If you want to be successful in sales, you must have each of the 5 ‘believes’. Now there are other so-called experts out there who will tell you that you can overcome the lack of one or two of these but I’m here to tell you that you will never be as successful as you could be, you will never reach your full…

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Added by Al Mosher on October 16, 2013 at 5:29am — No Comments

Is Your Sales Prevention Department Hard At Work?



The wife and I went out for breakfast over the weekend. Our waitress was so unfriendly that I almost didn't want to buy breakfast, and I was hungry! But our experience reminded me of a couple things that happened recently that I like to call "sales prevention." And I do think some of the activities in this new…

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Added by Al Mosher on October 10, 2013 at 6:01am — No Comments

Are You Sabotaging Your Own Success?

How many nicknames can you think of for your television set? There’s the ‘boob tube’ and the ‘idiot box’.  It has been labeled the electronic babysitter. I’ve even seen it described as the ‘electronic plague’ and the ‘downfall of…

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Added by Al Mosher on October 8, 2013 at 6:50am — No Comments

The 4 Levels of Customer Satisfaction

Collins English Dictionary defines customer satisfaction this way, a feeling of satisfaction with a product or service obtained from a business”. Anyone who works with the public has had the importance of customer satisfaction drummed into their head repeatedly. For years businesses have made it one…

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Added by Al Mosher on October 3, 2013 at 7:31am — No Comments

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