This is a SALES MANAGER?! // Andy Elliott

Summary

The speaker critiques the poor sales practices in businesses, especially in the automotive industry, emphasizing how untrained staff and poor customer service hinder growth. He discusses a live call to a dealership, highlighting inefficiencies in customer interactions. The speaker advocates for better training, customer understanding, and proactive service. He emphasizes the importance of adapting to modern consumer expectations, where customers seek value, convenience, and transparency. The video concludes with a motivational call for self-improvement and offering one-on-one coaching to help viewers achieve success.

Takeaways

• 📈 **Sales Challenges**: The script highlights the struggles businesses face in sales, such as low customer service and inability to scale.
• 🔍 **Real-Time Sales Testing**: The speaker conducts live calls to dealerships to test and critique their sales strategies and customer service.
• 📞 **Importance of Prompt Response**: It emphasizes the need for businesses to answer calls promptly, ideally within the first three rings.
• 🤝 **Customer Experience Priority**: Stresses that a poor customer experience can lead to customers seeking competitors.
• 📝 **Attention to Detail**: The script points out the importance of getting details right, such as taking down a customer's name during a call.
• 💡 **Training and Skill Development**: It suggests that many salespeople lack the necessary skills due to a period of market prosperity that didn't demand excellence.
• 📉 **Market Correction Impact**: Discusses how a market correction has exposed the lack of skills in salespeople who previously succeeded in a booming market.
• 💼 **Sales Management Entitlement**: Critiques sales managers for being entitled and not providing the necessary training or support to their teams.
• 📱 **Adapting to Modern Customer Expectations**: Notes the shift in customer behavior where they expect to find all information online and demand better treatment.
• 🚀 **Empowerment and Accountability**: The speaker offers personal coaching to help individuals improve their sales and business skills.

Q & A

What is the main issue the speaker identifies with sales managers in the automotive industry?

The speaker identifies that sales managers are often entitled and have lost the skills that got them to their positions, leading to poor customer service and hindering business growth and scaling.

Why does the speaker believe many companies are not growing?

The speaker believes companies are not growing because they lack the infrastructure and preparedness to scale, often due to poor customer service and sales practices.

What is the speaker's profession and what does he do?

The speaker is a sales trainer who trains entrepreneurs and companies to improve their sales and customer service.

What is the significance of the phone calls the speaker listens to in the script?

The phone calls serve as examples of poor customer service and sales practices, which the speaker uses to illustrate the need for improvement in the industry.

What is the 'dude rule number one' mentioned by the speaker?

The 'dude rule number one' refers to the importance of ensuring that a business's phone works properly and is answered promptly to provide good customer service.

Why does the speaker emphasize the importance of capturing the customer's name during a call?

Capturing the customer's name is emphasized because it personalizes the interaction, showing respect and attention to the customer, which is crucial for a positive customer experience.

What does the speaker suggest is the number one reason for businesses not selling more cars?

The speaker suggests that the number one reason for businesses not selling more cars is their unpreparedness and lack of infrastructure to handle growth and sales effectively.

What does the speaker mean when he says 'train or complain'?

The speaker means that individuals have the choice to either improve their skills through training or to simply complain about their situation without taking action to change it.

What is the speaker's view on the role of the internet in customer interactions?

The speaker views the internet as a tool that allows customers to find all the information they need without needing human interaction, but emphasizes that what customers value is being treated well and understood.

Why does the speaker argue that sales managers should not go on the defense during a customer interaction?

The speaker argues that sales managers should not go on the defense because it can damage the customer relationship and the sales process; instead, they should lean into the customer's concerns and show understanding.

What is the speaker's final advice to sales managers in the script?

The speaker's final advice is for sales managers to show more love and concern for the customer, match their state, and to communicate effectively to build trust and make a sale.