This is a SALES MANAGER?! // Andy Elliott
Summary
TLDRThe 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.
Outlines
📈 Sales Challenges and Customer Service
The speaker begins by addressing the challenges faced by sales managers and how they impact business growth. They mention that many sales managers are complacent, which is detrimental to scaling businesses. The speaker plans to conduct live sales testing by calling dealerships to evaluate their customer service. They express concern over the current state of the sales industry, noting that it's at an all-time low. The speaker emphasizes the importance of proper phone etiquette and customer service, using a phone call with 'Sheila' as an example of poor service. They stress that a bad customer experience can lead to lost business, as customers will go to competitors after one negative interaction. The speaker also discusses the need for businesses to be prepared and have the infrastructure to grow and sell effectively.
🚀 Training Over Complaining
The speaker transitions into discussing the importance of training in sales and personal development. They offer a choice: to train and improve or to complain about the status quo. The speaker invites viewers to join their training program by providing contact information through a link in the video description. They then role-play a phone call with a salesperson named Peter, who is portrayed as uninterested and unhelpful. The speaker critiques Peter's approach, suggesting that he should be more customer-focused and willing to negotiate. The conversation highlights the need for salespeople to understand customer needs and to be prepared to provide value, rather than just listing features and prices. The speaker also touches on the rapid pace of skill development required in the modern world and the importance of intuition in sales.
🔑 Unlocking Sales with Value and Authority
In this final paragraph, the speaker takes on the role of a sales manager and outlines a different approach to sales. They offer a personal and attentive experience, promising no other salespeople will interrupt and that they will negotiate directly with the customers after they have inspected the car. The speaker emphasizes the importance of value over price and suggests that customers buy based on the value they perceive in a vehicle, not just the price. They also discuss the concept of authority in sales, indicating that as a manager, they have the power to make deals and are willing to use it. The speaker encourages the customer to trust their intuition and to make an informed decision. They close by inviting viewers to connect with them for one-on-one coaching, promising to help them reach their goals and improve their lives.
Mindmap
Keywords
💡Sales Managers
💡Customer Service
💡Sales Testing
💡Infrastructure
💡Customer Experience
💡Training
💡Entitled
💡Legacy
💡Market Correction
💡Authority
💡Intuition
Highlights
Sales managers are often entitled and this attitude can hinder business growth and scaling.
The importance of live sales testing by calling dealerships to assess their sales strategies.
The current state of the sales industry is at an all-time low, necessitating a change in approach.
The necessity for businesses to ensure their phone lines are answered promptly to maintain customer interest.
The critical role of customer service in retaining customers and preventing them from going to competitors.
The common mistake of businesses operating like amateurs and the need for a professional approach.
The importance of capturing the customer's name and information during the initial interaction.
The need for sales managers to be trained and to maintain their skills to contribute to business growth.
The impact of the market correction on businesses that did not have to be great during the market boom.
The importance of being prepared and having the infrastructure to grow and sell effectively.
The advice for sales managers to either train or complain, as businesses require skilled individuals to succeed.
The interaction with a sales manager who emphasizes the importance of coming in person to discuss pricing.
The sales manager's approach to not lower the price without the customer experiencing the vehicle first.
The discussion on how customers can find information online but still need a human touch in sales.
The sales manager's invitation for the customer to come in and make an offer after experiencing the vehicle.
The emphasis on treating customers the way the sales manager would want to be treated.
The sales manager's use of authority to assure the customer that he has the power to make a deal.
The final call to action for viewers to connect with the speaker for one-on-one coaching to improve their sales skills.
Transcripts
sales managers are really entitled a lot
of them are okay this is why businesses
can't grow this is why businesses can't
scale this is why so many companies are
not growing right now and so number one
everybody that's going to be tuning in
we're going to be calling dealerships
live okay we're going to be doing some
sales testing today I was sitting there
this morning I actually listened to a
couple phone calls and I was like dude
this is garbage like we're in an
industry right now where sales is at an
all-time low so we're going to test some
people we're going to listen to him live
I'm going to put the sucker on speaker
phone let's kick some ass let's have
some fun let's see what's let's see
what's cracking lacking so if you follow
me you know that I train salese for a
living I train entrepreneurs you know
companies that want to be great but what
I see is that customer service is an
all-time low if you get the person at
extension see number one dude rule
number one if you got a business if you
have a business you got to make sure
that your phone works okay so I know
that shouldn't even be a part of the
training but our world right now seems
to be missing even the little things
this is a phone number that's on a
website
okay and clearly it's ringing by the way
somebody should be answering this phone
within the first two two rings three
rings Max thank you for calling Sheila I
may help you yeah Sheila I was calling
to get some information on a pre-owned
vehicle oh okay um give me just a moment
here and let me see what I can do for
you uh what vehicle are you looking in
I'm looking for a 2019 BMW okay what's
that St number it's
k3h just a moment
okay no one has gotten my name okay and
by the way if she was a receptionist
right I hope that the salesperson
doesn't pick up the phone and ask the
same question again look dude I see
companies all the time literally
operating like amateurs
everywhere and if you want to make money
there's buckets of cash everywhere but
the customer experience if everybody
wants to take notes why today the
customer experience is number one one
bad transaction one bad transaction with
a company they'll go to your
competition so if she was a receptionist
she didn't get my name she asked me for
information there's another level she
should have said hope you having the the
best day of your life you know this is
Carrie how can I help you yeah I was
calling to get some information on this
BMW who I have the pleasure speak is
from their desk what I'm going to do is
I'm going to have them give you a quick
call back I'm actually going to pull
somebody um away really quickly can I
get your first and last name yeah my
name is Andy um but I'm at another
dealership so I'll probably just buy
this one I just wanted to call and check
on something okay and what are you
wanting to check on the vehicle that I
called on I understand what what about
the vehicle are you need well can you
help me I could possibly help you yes uh
what and what and what is your best
price let me go ahead and pull this up
here now here's what I'll tell you is
that everywhere in the world right this
person has someone who's in charge of
them the the person who's in charge of
her should have trained her right that
when she reaches out to someone or when
somebody reaches out to
heret DVD area yep it's got the DVD
coding in here it's got the CD player as
well okay I saw it on the internet for
22943 um what's your best price I can
actually get with my sales manager I'm
not authorized um as far as giving
anything out other than what's listed
online but I could absolutely get one of
my sales managers to give you a call
back
immediately um um can I hold and you
just get one on the phone yep just a
moment I love sales managers this
couldn't work out any better now listen
I'm going to tell you something real
quick before this guy gets on here sales
managers are really entitled a lot of
them are okay so and by the way a lot of
them had skill at some point to get them
where they're at but then they lose that
skill and I want to tell you this
I've been on hold a lot I'm trying to
get information it's literally been two
minutes of your time that they've wasted
my time they've wasted your time this is
why businesses can't grow this is why
businesses can't scale I bet this
company at the end of each month says
man we want to make more money you know
why aren't we making more money why
aren't we selling more cars this is the
reason why okay I could call any company
but this is the number one reason why
it's because they're not prepared they
don't have the infrastructure to go to
to grow they don't have the
infrastructure to sell okay this is this
is why so many companies are not growing
right now and by the way what happened
truly I'm going to share everybody with
this the last two years the market was
really good and since it was good A lot
of people didn't have to be great and
when the market was three times better
than it's ever been a lot of people made
more money than they've ever made and
now that the Market's
corrected a lot of people don't have the
skill that they think they need to have
Let's test this old
manager super important guys if you're
watching this video right now and you're
like Andy I'm not built like that
[ __ ] yes you are okay got to train
it's the way it works train or complain
it's your choice okay every day I train
the greatest in the world you know what
I mean are you ready to kick some ass
and build your legacy and make history
if you are in the description box below
on this YouTube video there's going to
be a link you click on it enter your
phone number email full name and I will
personally reach out to you in the next
24 hours if you're serious about kicking
some ass going to the new level
recreating next version of yourself I'm
your guide let's kill it
if he'll
answer sales death this is Peter Peter
how you doing it's
Andy Andy how are you good I was just
calling to get uh a a little bit of
information on a 2019
BMW okay one second now Peter could
sound like he likes his job but not ask
don't you uh don't you um run seminars
or um or have like car shows
nope okay this isn't the Andy Elliott
nope okay I got I got you confused with
somebody else then um so you're calling
regarding this uh looks like a um I'm
gonna use a fake name from here and out
2019
x128
uh yes 66,000 miles on it what's the
question um what's your best
price our best price is on our website
22,3
44 okay can I get a better
deal you're if you come in and you drive
the car and you see the car and be
willing to discuss numbers but you
haven't seen the car you haven't driven
the car you're ask me to lower the price
on a car you haven't even taken the time
to see or drive okay yeah well we're
just about to to purchase one across
town so I just wanted to see what would
be your best deal I've drove three of
them okay okay I'd be I'd be more than
happy to earn your guys' business I want
your business but I'm not going to lower
the price on a car that you haven't even
seen yet okay well we've driven three of
them so we'll we'll just stay here we
appreciate you you haven't driven this
one right if you want to come in if you
want to come in and drive it and see it
I'll definitely work with you on the
price but I'm not going to lower the
price if you're not here ready to buy
okay well we buy most of our vehicles on
the internet and um everybody's always
given us a deal on the phone it's 2024
so um I appreciate that but if you can
if you can let me know what you can sell
it to me for then I can talk to my wife
and then I'll let you know but if not
and you can't do anything for us then
we'll just choose a one at the
dealership or I can definitely I can
definitely do something for you guys but
the intention is for me to sell you a
car not make it easy for someone else to
sell you a car um I can't sell you a car
over the phone that you haven't even
seen or driven so you don't see the
value in this car you don't know the
condition of it you don't know the
features the options
uh if you're willing to take the time
that you gave to everybody else and come
in and see and drive this car I'd be
happy to work on the price with you and
save you some money and make it worth
your time but the intention is for me to
sell you a car not just give pricing
over the phone well your intention would
be to help me as a customer that'd be
number one and uh I just I want some
information on the phone the era is that
I can find all the information about
your car on the website and I see every
option every feature and everything
about your car on the website and then
obviously you guys are a reputable
company so I'm guessing the car is in
good shape so I'm just I'm taking that
for your for your word that on your
dealership uh Google reviews they were
good so I'm guessing that's right now I
just want to know what would be your
best
price if you want my best price come in
meet with us in person sit down and I
promise I'll make it worth your while
okay well we appreciate you thank you so
much I appreciate it too Andy thank you
okay so I want to explain something to
you okay um Patrick B David is a really
good Mentor of mine okay I love Patrick
B David right like Patrick M David is
great he says five years ago you had to
learn one or two new skills every five
years right because things were
developing super slow now in the next 18
months you probably have to develop 18
new skills now one of the new skills is
that customers can get everything they
want right now on the internet they
don't need human beings but they need
someone to treat them nice they need
someone to understand them hey Andy
obviously at the company that you're at
right now on the car that you're looking
at if it was the right vehicle you
probably wouldn't have bought it and you
wouldn't have called us would you agree
right so the fact that I'm getting the
opportunity to take a phone call from
you you probably have something like a
gut instinct that this isn't the right
car you should be buying because you're
continuing to search the fact that
you're feeling that feeling whether you
buy from me or anyone else that doesn't
matter I would tell you use your
intuition you haven't pulled the trigger
yet don't do it CU you're second
guessing yourself this is what I would
like to invite you to do is that if you
came in you drove my car you loved it
everything was right on it there would
probably be a dollar figure a dollar
amount in which I probably could earn
your business if you love the vehicle
that much would you agree okay here's
what I want to do I'm the I'm the sales
manager I'm not a salesperson I'm the
sales manager if you guys will drive
over to the store you'll come and grab
the keys you guys will check it out I'll
have no one else talk to you you guys
take your time with the car when you're
done I'll allow you guys to make me an
offer we'll sit down together and in the
end it's your decision look I just want
to treat you guys the way I want to be
treated and I want to tell you I buy
stuff all the time time and I know that
if it was the right vehicle that you're
looking at right now You' wouldd have
already bought it and you wouldn't have
called me but the fact that you called
me something's wrong something's not
right something doesn't feel right and
obviously the vehicle that you called me
about you're feeling that something is
drawing you towards this I know that you
don't buy the vehicle just because of
money you buy the vehicle because of
value because you put value in your
driveway you drive value every day you
don't drive a price tag listen bottom
line is I've never I've never missed a
customer overprice and we're not going
to start today see what he could have
done is he could have changed the state
if you'll notice this manager was on the
defense don't ever go on the defense
okay when someone's asking for something
lean into it okay show them more love
look match their state when I'm
concerned the last thing you can do is
show concern you got to show no concern
hey Andy we've never missed a customer
on price and we're not going to start
today okay but the hey you need to come
in you need to come in just say hey if I
took 500 off of it would you say yes
what if I took 2,000 off of it would you
you say yes at the end of the day before
you write a check for any amount or
Finance it you're still going to need to
drive it here's what I'll tell you I've
never missed someone overprice I'm not
going to start today he should have told
me I'm not a Salesman Andy I know you're
probably dealing with a Salesman in
another dealership right now but you're
not dealing one with me right now I run
this store I have something called
Authority I have theor authority to say
yes and I'm telling you yes on the phone
right now that I want to make a deal
with you I love the fact that you called
me and I love the fact that you have the
intuition that if this still doesn't
feel right where you're currently at
that you can make a call to somewhere
else and that's how we met people need
to learn the ability and the skill to
communicate hey guys looks like you made
it to the end of the video You're the
true
0.00 one percenters look I know one
percenters it can make it halfway
through the video but making it all the
way through you guys are the best now
here's what I'd like to do number one I
want to get closer to you the fact that
you made it all the way through the
video you're like man dude I want to
roll with this guy okay so I need to
connect with you down below there's a
description box on this YouTube video
there's a link it says coach with me
oneon-one okay if you'll go and you'll
enter your information I'll reach out to
you in the next 24 hours you can tell me
what you need help with what your goals
are and we will crush it together I
would love to help you guys go to the
next level in life you can tell I'm
changing my life really fast and I know
that you guys want the same thing i'
would love to go with you on that
Journey so right now if you'd like to
partner with me team with me if you want
me to help coach you and push you
everybody needs a coach a higher level
of accountability to go to the next
level go to the description box below
click on the link fill out your
information I'll talk to you in the next
24 hours let's kill it
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