Would You Like Fries With That?

Would You Like Fries With That?

By Dani Zandel/ The Dealer Quarterback

Cartons of McDonald's french fries sit at a restaurant in London, U.K., on Monday, Feb. 1, 2010. McDonald's Corp., the world's largest restaurant company, plans to increase its number of Russian outlets by 20 percent this year to capitalize on its fastest growing market in Europe. Photographer: Jason Alden/Bloomberg via Getty Images
 Photographer: Jason Alden/Bloomberg via Getty Images

When did we become order takers?

It’s true the Internet has tons of information, and by the way, as Honest Abe Lincoln once said, “if it’s on the Internet, it must be true,”  but seriously…

When did we, as car sales professionals, become so lazy that instead of working for the appointment, getting the customer in the door, presenting our product, and building value, that we started bowing down to the demands of people who don’t do what we do every day?
When did we start running to our desk managers, “Boss I got a deal if we can lose $10,000 to make it happen!” And stop running to them with the customer in front of us?
When did we stop training our people in telephone and presentation skills?
When did we start excepting mediocre as normal?

Without a solution offered, I suppose all this would be is a rant. But the solution is easy if you and your teams are willing to W-O-R-K. I know that four letter word is one no one likes.
Training, Training, Training, and Re-Training
Once is not enough; It’s too easy to slip back to old patterns. You have to train, monitor, retrain, monitor, and train more. Train on telephone skills- there are great resources you can use for free like those of SteveStauning.com* for overcoming objections.
Train your people in communicating with phone/Internet prospects that they have to build value in the appointment instead of dropping the value of the product by farming out numbers which are irrelevant. Train them to politely, but firmly, respond to customers who are ignorant and earn respect from prospects.
Train your people about your products. Quiz them. Do walk around contests. Train your people how to use the info they know about the products to build value in the presentation.
Train your people to operate morally and ethically and to build value in themselves as the car sales person who will be their customers ally and friend. This, in turn, will help you to build value in your dealership as the place to go to be treated right. (Not to mention building EVERYONE’S paychecks!)
Let’s make this car industry great again! Let’s stop allowing customers to believe everything the Internet tells them let’s stop taking orders as if we work behind the counter at McDonald’s and start building the value as the steakhouse of dealerships, helping our customers to decide between the juicy T-bone or the succulent fillet providing significant value for the cost of these expensive meals versus throwing half cooked hamburgers on a platter and asking “would you like fries with that?”

Is your showroom floor operating like McDonald’s or a Fine Steakhouse? If you are ready to offer Fillet to your customers. contact Dealer Quarterback to discuss training topics, and the steps we can take together to turn your dealership around!   310-428-3362 or dani@dealerqb.com


*The Dealer Quarterback has no direct relation to Steve Stauning, nor his materials, but has great respect for his work and highly recommends his offered resources.

Dani aka The Dealer Quarterback

Dani Zandel got her start in the auto dealership world on a rainy day in January, 1998. The rest is history, which includes jumping head first into running Internet Departments before CRMs became popular (using Yahoo! Mail)...before Internet Departments existed... before Internet leads arrived from any source other than the vehicle manufacture! Dang! This bio just aged Dani way too much! Since those early days, Dani has sold vehicles, trained in the F&I office, and excelled at Internet Lead Handling, while exploring other low-cost, high ROI opportunities to sell cars to the community. Some of Dani's accomplishments include Certificates of Completion for the F&I and Internet programs at College of Automotive Management, as well as the Human Resources program at Loyola Marymount University (extension). She has rank advanced as a representative of Send Out Cards, and believes every salesperson and every car dealership should consider the benefits of showing gratitude to car buying prospects and customers. Dani has had the joy and pleasure of working with great dealerships -- most recently training the BDC team at a prominent Los Angeles Cadillac dealership, and previously implementing a BDC from non-existence to operational success for a Toyota dealership, and before that, a Chrysler, Dodge, Jeep Ram and Fiat dual rooftop dealership. Her combined experiences in HR Management, Telephone & Internet Communications, and understanding of the technical side of CRMs, in addition to her own car dealership experiences, give Dani a leg up in the organization processes involved to create and install BDC departments, and restructure Internet departments within car dealerships. Dani professionally seeks to work with car dealerships on the specific tasks of CRM Automation, BDC installation, BDC/Internet training, and Appreciation Marketing. Dani's future personal goals include travel to the crystal blue waters of Santorini, Greece, and acclaimed success as a consultant, trainer, and speaker on the circuit of Automotive Dealership Seminars, specializing in the topics related to Internet and BDC success. Dani is the author of "How to Create Customer Loyalty" (available on Amazon) and is currently working on her 2nd book (still untitled) targeting an audience of Car Dealership Owners, GMs, and Sales Managers.