The Worst Sales Call Ever Seen... // Andy Elliott

Andy Elliott

3 Sept 202412:25

Summary

TLDRThe video script features a series of phone calls between a customer and car salespeople, highlighting the importance of effective communication and sales training. The customer, Andy, seeks information on vehicles and evaluates the salespeople's skills. Some fail to engage properly, while others impress with their knowledge and persuasive techniques. The script emphasizes the impact of training on sales performance and the need for salespeople to connect with customers and provide value beyond just competitive pricing.

Takeaways

😅 The script is a humorous take on the frustrations of dealing with untrained salespeople.
📞 The main character, Stella, is a digital assistant who is making calls to inquire about vehicles.
🚗 The script revolves around Stella's attempts to get information on a 2023 Chevy Silverado and a 2021 Chevy Camaro.
🕒 There's a strong emphasis on the importance of prompt and personalized service, as Stella critiques the long wait times and lack of attention to her needs.
🤝 The script highlights the value of building relationships with customers, which is currently lacking due to societal changes like COVID-19.
📉 It critiques the poor sales techniques, such as putting customers on hold without introducing oneself or asking relevant questions.
💼 The script suggests that lack of training and poor customer service are reasons for low sales, not external factors like the economy.
📈 There's a call to action for salespeople to improve their skills and to take pride in their work to increase sales.
🎯 The importance of knowing the product and being able to communicate its value to the customer is stressed.
📱 The script ends with a pitch for a service that promises to improve sales through training and strategy.

Q & A

What is the main issue highlighted by Andy Elliott in the script regarding sales calls?
-The main issue is the lack of proper training and customer engagement by salespeople. Andy criticizes the salesperson for not asking essential questions, such as the customer's name, and for putting the customer on hold for an extended period.
Why does Andy believe people aren't making more money in sales?
-Andy believes the issue isn't the economy or market conditions, but rather a lack of proper training and effort by salespeople. He feels that people don't care enough or aren't trained properly to do their jobs effectively.
What does Andy suggest is essential for a salesperson to succeed?
-Andy emphasizes the importance of training and engaging with customers. He believes that consistently training and learning is the key to success and to stand out in the sales industry.
How does Andy critique the salesperson's handling of his inquiry about the 2023 Chevy Silverado?
-Andy criticizes the salesperson for taking too long to ask for his name, putting him on hold, and not engaging him with any meaningful questions about his needs or reasons for wanting the truck.
What does Andy recommend doing when a customer expresses interest in shopping around for a vehicle?
-Andy recommends emphasizing the unique qualities of the vehicle being offered. He suggests focusing on the car’s condition, features, and why it's the best choice for the customer, instead of just discussing price.
What is Andy's opinion on the salesperson who handled the 2021 Chevy Camaro inquiry?
-Andy praises the salesperson for doing a better job than the previous one, noting that he got the customer's name and provided detailed information. However, Andy believes the salesperson could have improved by selling the car’s condition more strongly.
How does Andy suggest a salesperson should handle objections related to pricing?
-Andy advises salespeople to focus on the value of the vehicle rather than just the price. He suggests explaining why the vehicle is worth the listed price by highlighting its condition, features, and uniqueness.
What does Andy mean by 'training or complaining'?
-Andy uses the phrase 'training or complaining' to emphasize that salespeople have a choice: either they train and improve their skills or they complain about their lack of success. He believes that success comes from consistent training.
Why does Andy think most companies fail to make more money?
-Andy believes that most companies fail because their employees aren't properly trained or motivated. He argues that the lack of training leads to poor customer interactions and missed sales opportunities.
What technique does Andy suggest for convincing a customer that a vehicle is in excellent condition?
-Andy suggests using vivid descriptions to paint a picture of the car’s condition, such as saying, 'If I covered the odometer, you’d think this car had only 2,000 miles.' This helps the customer visualize the vehicle's quality and sets it apart from others.

Outlines

00:00

😅 Poor Customer Service Experience

The script describes a customer's frustrating interaction with a car dealership's salesperson. The customer, Stella, is put on hold for a long time and is not greeted by name. The salesperson fails to engage in meaningful conversation or ask relevant questions about the customer's interest in a 2023 Chevy Silverado. The customer expresses dissatisfaction with the lack of personal connection and the impersonal nature of modern customer service. The script also humorously suggests that the salesperson might be the 'worst salesman in the history of time' due to their inability to close the deal and their lack of follow-up questions.

05:00

🚗 Sales Pitch and Customer Engagement

This paragraph details a more successful sales call where the salesperson, Tommy, engages with the customer about a 2021 Chevy Camaro. Tommy greets the customer by name and provides detailed information about the vehicle, including its price and availability. He addresses objections by emphasizing the vehicle's competitive pricing and the dealership's thorough inspection process. The customer is invited to visit the dealership for a presentation and test drive, but ultimately decides to continue shopping around. The script contrasts this interaction with the previous one, highlighting the importance of effective communication and product knowledge in sales.

10:02

🏆 Sales Mastery and Customer Recognition

The final paragraph of the script features a call where the customer, who is actually a sales trainer named Andy, praises the salesperson for their performance. The salesperson had effectively used persuasive language and highlighted the vehicle's features to make a compelling case. Andy congratulates the salesperson on their sales technique and encourages them to continue their training. The conversation ends with mutual respect and recognition of the salesperson's achievements. The script underscores the value of training and the impact it can have on sales performance.

Mindmap

Keywords

💡Digital Assistant

A digital assistant refers to an AI-powered software tool designed to perform tasks or services for users. In the video's context, 'Stella' is portrayed as a digital assistant, emphasizing the role of technology in customer service. The script illustrates this with a conversation where 'Stella' is ready to help, showcasing the integration of AI in enhancing user experiences.

💡Salesmanship

Salesmanship is the art of selling products or services, often involving persuasive communication and relationship-building. The video emphasizes the importance of effective salesmanship, particularly in the context of car sales. It critiques poor sales techniques, such as failing to use the customer's name or not offering personalized service, and contrasts these with more effective methods.

💡Customer Service

Customer service refers to the assistance and support provided to customers before, during, and after a purchase. The video script highlights the importance of attentive customer service, as seen in the interactions where the salesperson's attentiveness and responsiveness are critiqued and praised, respectively.

💡Product Knowledge

Product knowledge is the understanding of the features, benefits, and specifications of products being sold. The script emphasizes the significance of product knowledge in sales, as it enables salespeople to effectively communicate the value of the products they're selling, such as the 2023 Chevy Silverado and the 2021 Chevy Camaro.

💡Negotiation

Negotiation is a process where parties discuss and agree on the terms of a transaction. The video script includes instances of price negotiation, where the customer seeks a better deal, and the salesperson either stands firm on the price or offers justifications for the listed price.

💡Sales Training

Sales training refers to the education and development of sales skills, often aimed at improving performance and customer satisfaction. The video script discusses the impact of sales training, suggesting that well-trained salespeople can significantly enhance customer interactions and potentially increase sales.

💡Customer Engagement

Customer engagement is the process of interacting with customers to build a relationship and increase their interest in a product or service. The video script illustrates the concept of customer engagement through the salesperson's efforts to connect with the customer, such as asking about their experience with the vehicle and offering a test drive.

💡Sales Techniques

Sales techniques are methods used to persuade potential customers to make a purchase. The video script critiques ineffective sales techniques, such as putting customers on hold without building rapport, and praises more effective techniques, like emphasizing the unique features of a vehicle to create interest.

💡Market Competitiveness

Market competitiveness refers to the ability of a business to effectively compete in the market, often through pricing, product quality, or customer service. The script mentions the dealership's efforts to stay competitive within the market, as seen in the discussion about pricing strategies and the importance of offering competitive prices.

💡Sales Ethics

Sales ethics involves conducting sales activities with integrity and honesty. The video script touches on the importance of sales ethics, as it contrasts the practices of a poorly performing salesperson with those of a well-trained, ethical salesperson who values building trust with customers.

💡Customer Retention

Customer retention is the ability of a business to maintain its customers over time. The video script implies the importance of customer retention by showing how effective communication and personalized service can lead to satisfied customers who may return for future purchases.

Highlights

The caller never received proper attention, wasn't asked for his name until four minutes into the call.

The caller was put on hold for over two minutes, which negatively affected the sales process.

The salesperson did not seem familiar with the vehicle's inventory, which made the customer wait longer.

The caller felt the sales team's lack of training and interaction were reflective of the larger issues in modern sales, attributing the poor performance to a lack of proper training.

The salesperson quotes the price of the vehicle but offers no room for negotiation, leading the caller to state that he would keep searching.

The second call started off better, as the salesperson quickly obtained the caller's name and confirmed the availability of the vehicle.

The salesperson explains that their prices are competitive within a 300-mile radius but does not offer further discounts.

The salesperson mentioned specific features of the vehicle, like the dual-mode exhaust and upgraded rims, showing a more detailed understanding of the product.

The salesperson attempts to keep the customer engaged by highlighting the car's unique features, but the caller still decides to shop around.

The salesperson handles the objection well by emphasizing the vehicle’s exceptional condition, saying it’s 'an 11 out of 10' despite its age and mileage.

The caller reveals that he watches the salesperson’s training videos regularly, acknowledging the influence the trainer had on his sales approach.

The trainer acknowledges the salesperson's effort and performance, reinforcing the importance of training and continuous improvement.

The trainer critiques the salesperson's response when the caller showed hesitation, offering a more impactful closing strategy focused on value rather than price.

The trainer highlights the importance of personalized and detailed vehicle descriptions when overcoming price objections.

The session emphasizes the power of constant training, suggesting that success in sales comes from mastering details and maintaining persistence.