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.

Outlines

00:00

📈 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.

05:01

🚀 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.

10:01

🔑 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.

Keywords

💡Sales Managers

Sales managers are individuals who oversee the sales team and are responsible for driving sales performance. In the context of the video, they are criticized for being entitled and not contributing positively to business growth. The speaker suggests that sales managers have lost their skills and are not adequately preparing their teams, which is a significant issue as it hinders the company's ability to scale and grow.

💡Customer Service

Customer service refers to the assistance and support provided to customers before, during, and after a purchase. The video emphasizes that customer service is at an all-time low, which is detrimental to business growth. The speaker gives an example of a phone call where the customer service representative fails to gather the caller's name, illustrating poor customer service.

💡Sales Testing

Sales testing in the video involves the speaker making live calls to dealerships to evaluate the quality of their sales pitches and customer service. This is done to identify areas of improvement and to highlight the importance of effective sales techniques in business growth.

💡Infrastructure

Infrastructure in a business context refers to the fundamental organizational structures and services required for the operation of a company. The script mentions that companies lack the infrastructure to grow and sell, indicating that they do not have the necessary systems and processes in place to support expansion and increased sales.

💡Customer Experience

Customer experience encompasses all interactions a customer has with a company, from initial contact to after-sales service. The video stresses that a bad customer experience can drive customers to competitors. The speaker uses the example of a car dealership to illustrate how poor customer service can lead to lost sales.

💡Training

Training in the video refers to the development of skills and knowledge necessary for sales staff to perform effectively. The speaker argues that companies need to invest in training their employees to improve customer service and sales performance. The lack of training is identified as a reason for poor sales and customer dissatisfaction.

💡Entitled

To be entitled means to have an unjustified sense of privilege or to expect special treatment. In the script, the term is used to describe sales managers who the speaker believes are not performing their duties well and are contributing to the company's inability to grow.

💡Legacy

Legacy in this context refers to the lasting impact or the reputation that someone leaves behind, often through their work or achievements. The speaker encourages viewers to 'build their legacy' by improving their sales skills and customer service, implying that a positive impact in these areas can lead to a lasting positive reputation.

💡Market Correction

A market correction refers to a decline in the market after a period of significant increases. The video mentions that during the market boom, many people did not need to be great at their jobs to make money, but now that the market has corrected, those who lack the necessary skills are struggling.

💡Authority

Authority in a business context refers to the power or right to give orders, make decisions, and enforce obedience. The speaker mentions having authority as a sales manager and uses it to assure the customer that he can make deals and offer value, contrasting with the typical salesperson who may not have the same level of decision-making power.

💡Intuition

Intuition is the ability to understand or know something immediately, without the need for conscious reasoning. The video script uses intuition as a reason why the customer is still searching for a car; the speaker suggests that the customer's intuition is telling them that the car they are considering is not the right one.

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