1 00:00:09,570 --> 00:00:13,010 Why are appointments the first big commitment in the sales 2 00:00:13,010 --> 00:00:16,329 process for Internet leads? Now appointments are going to 3 00:00:16,329 --> 00:00:20,490 technically be your customers first, yes, OK, that gives the 4 00:00:20,490 --> 00:00:23,010 customer a little bit momentum behind this deal. 5 00:00:23,010 --> 00:00:25,130 The lead went from browsing to buying. 6 00:00:25,370 --> 00:00:28,400 All right, so a lead submitting a form means that they're 7 00:00:28,400 --> 00:00:30,160 curious. OK, maybe they've made a bunch 8 00:00:30,160 --> 00:00:31,760 of micro decisions along the way. 9 00:00:31,760 --> 00:00:34,160 They've done some research, they've compared models, they've 10 00:00:34,160 --> 00:00:37,440 looked at your website, they've submitted information, requested 11 00:00:37,440 --> 00:00:40,880 information, but now they're going from browsing to buying, 12 00:00:40,880 --> 00:00:42,240 OK? They're setting an appointment, 13 00:00:42,240 --> 00:00:45,760 which means they're committing to a specific time and a 14 00:00:45,760 --> 00:00:48,680 specific day, which ultimately means that you've stopped the 15 00:00:48,680 --> 00:00:50,960 shopping process. They're no longer on their phone 16 00:00:50,960 --> 00:00:53,760 looking at different dealerships and different websites. 17 00:00:54,080 --> 00:00:57,520 They are committed to coming in to visiting your dealership, OK, 18 00:00:57,520 --> 00:01:01,240 on a schedule with intent. So it's really all about a 19 00:01:01,240 --> 00:01:05,080 psychological shift of I'm thinking about it to I've got 20 00:01:05,080 --> 00:01:07,680 somewhere to be, OK. So it's all about psychology. 21 00:01:07,800 --> 00:01:09,960 When you make a commitment to someone and say that you're 22 00:01:09,960 --> 00:01:12,360 going to be there at a specific day and time, you feel obligated 23 00:01:12,360 --> 00:01:15,280 to follow through with that. So do customers, OK, if they 24 00:01:15,280 --> 00:01:18,640 commit to being at your dealership at a specific day on 25 00:01:18,640 --> 00:01:21,880 a specific time, it is now set in their brain that they are 26 00:01:21,880 --> 00:01:23,120 obligated to follow through with that. 27 00:01:23,120 --> 00:01:24,960 And if they don't, likely they're going to give you a 28 00:01:24,960 --> 00:01:28,240 heads up. OK, So this shift actually 29 00:01:28,240 --> 00:01:32,120 really matters because without it, your team is chasing and 30 00:01:32,120 --> 00:01:34,720 they will continuously chase or give up on these leads. 31 00:01:34,880 --> 00:01:37,960 So when you get the appointment, you've earned the right to 32 00:01:37,960 --> 00:01:42,280 prepare, to prioritize and put energy into this buyer who's 33 00:01:42,280 --> 00:01:45,160 mentally already halfway there. All right, now, what's the 34 00:01:45,200 --> 00:01:49,120 impact of having a structured appointment setting process when 35 00:01:49,120 --> 00:01:52,960 it comes to dealership success? A structured process will help 36 00:01:52,960 --> 00:01:56,120 dealers see a higher show rate, meaning you're turning those 37 00:01:56,120 --> 00:01:58,080 online leads into actual customers. 38 00:01:58,080 --> 00:02:01,680 You're going to see faster sales cycles and a stronger ROI from 39 00:02:01,680 --> 00:02:05,040 their leads. A structured process eliminates 40 00:02:05,080 --> 00:02:07,600 guesswork. OK, it gets everyone on the same 41 00:02:07,600 --> 00:02:09,639 page. It's something that you can 42 00:02:09,720 --> 00:02:12,200 teach across the board. This includes scripting, 43 00:02:12,560 --> 00:02:16,440 confirmation timelines, a process for appointment follow 44 00:02:16,440 --> 00:02:20,080 up, and consistent touch points throughout that process. 45 00:02:20,160 --> 00:02:23,480 Don't leave it up to whoever happens to answer the phone, OK? 46 00:02:23,480 --> 00:02:26,720 You build this process. You train this process and leave 47 00:02:26,720 --> 00:02:30,040 it up to those who are trained to accommodate these customers 48 00:02:30,040 --> 00:02:32,400 that are are online or over the phone, OK? 49 00:02:32,680 --> 00:02:35,840 It needs to be a process that's repeatable, trackable and 50 00:02:35,840 --> 00:02:37,400 coachable. So here are some of the 51 00:02:37,400 --> 00:02:39,760 fundamentals when it comes to confirming appointments 52 00:02:39,760 --> 00:02:42,160 effectively. OK, say the appointment out 53 00:02:42,160 --> 00:02:44,440 loud. That is very, very important. 54 00:02:44,560 --> 00:02:47,600 Write it down, have your customer write it down as well 55 00:02:47,640 --> 00:02:49,200 and send it back to the customer. 56 00:02:49,600 --> 00:02:53,360 So what this all means is this is going to be basically a sell 57 00:02:53,360 --> 00:02:55,440 yourself in writing is what we like to call it. 58 00:02:55,440 --> 00:02:59,240 So some techniques that salespeople can do when it comes 59 00:02:59,240 --> 00:03:02,360 to setting their appointment, the 1st is going to be sell 60 00:03:02,360 --> 00:03:05,200 yourself in writing. So this technique is a little 61 00:03:05,200 --> 00:03:08,960 bit dated, but it works OK. This is the actual act of having 62 00:03:08,960 --> 00:03:11,040 your customer write down your information. 63 00:03:11,200 --> 00:03:13,840 It could be as simple as saying, hey, do you have a pen and 64 00:03:13,840 --> 00:03:16,880 paper? If not, I can wait or it can be, 65 00:03:17,000 --> 00:03:19,040 you know, if you don't let me send you a text message. 66 00:03:19,200 --> 00:03:22,720 But what this does is it has your customer actively write 67 00:03:22,720 --> 00:03:25,320 down your information. And the psychology behind that 68 00:03:25,320 --> 00:03:28,880 is that you remember and retain more information if you 69 00:03:28,880 --> 00:03:31,920 physically write it down. Now, the idea behind that is 70 00:03:31,920 --> 00:03:34,520 that if a customer remembers the appointment, they're more likely 71 00:03:34,520 --> 00:03:36,960 to show up to it. So selling yourself in writing 72 00:03:36,960 --> 00:03:39,640 when setting an appointment is going to be important to make 73 00:03:39,640 --> 00:03:41,680 sure that your customer is retaining the information. 74 00:03:41,680 --> 00:03:45,120 They know that you have set time aside for them, and it helps 75 00:03:45,120 --> 00:03:47,200 them feel a little bit, a bit more obligated to follow through 76 00:03:47,200 --> 00:03:49,880 with that commitment. Now, some techniques that you 77 00:03:49,880 --> 00:03:52,200 could use when you're confirming the appointment is say the 78 00:03:52,200 --> 00:03:53,920 appointment out loud. All right. 79 00:03:54,160 --> 00:03:57,680 Hey there, John, I've got you set for 2:15 today. 80 00:03:58,280 --> 00:03:59,600 Do you remember where we're located? 81 00:03:59,640 --> 00:04:02,840 Something small and simple, OK. You can even have them write it 82 00:04:02,840 --> 00:04:05,720 down at this point in the conversation if for any reason 83 00:04:05,720 --> 00:04:08,280 it seemed like maybe they didn't remember and send it back to the 84 00:04:08,280 --> 00:04:09,840 customer. Now, a great example of that 85 00:04:09,840 --> 00:04:13,520 would be great. Jason, I've got you set for 86 00:04:13,520 --> 00:04:19,360 tomorrow at 2:15 to check out that 2023 can am defender that's 87 00:04:19,360 --> 00:04:22,160 preowned on my floor. When you get here, ask for me. 88 00:04:22,160 --> 00:04:24,960 My name is Heather and I'll have it pulled up, cleaned up and 89 00:04:24,960 --> 00:04:26,240 ready for you to take a look at it. 90 00:04:26,680 --> 00:04:28,360 All right, so short, sweet, to the point. 91 00:04:28,360 --> 00:04:30,440 Now, one thing you don't want to do when you're confirming 92 00:04:30,440 --> 00:04:34,000 appointments is ask your customer if that time still 93 00:04:34,000 --> 00:04:35,960 works for you. So if you have called your 94 00:04:35,960 --> 00:04:38,880 customer for that appointment today, they're set to come in 95 00:04:38,880 --> 00:04:41,400 today at 2:15 and you call to confirm that appointment. 96 00:04:41,400 --> 00:04:44,800 What you don't want to do is ask them if that time still works 97 00:04:44,800 --> 00:04:48,600 for them, if they are going to make it, if they remember, 98 00:04:49,000 --> 00:04:51,200 because what you're doing is you're giving your customer an 99 00:04:51,200 --> 00:04:53,080 easy out. OK, working for these 100 00:04:53,080 --> 00:04:55,040 appointments, it is not easy. It's hard work. 101 00:04:55,040 --> 00:04:58,680 So you want to make sure that if you are confirming your 102 00:04:58,680 --> 00:05:00,800 appointment, you don't give them an easy out if they have to 103 00:05:00,800 --> 00:05:02,600 reschedule, make them work for it. 104 00:05:02,720 --> 00:05:05,400 OK, But if you ask something like, are you still going to 105 00:05:05,400 --> 00:05:07,480 make it in today? Are we still set to see you 106 00:05:07,480 --> 00:05:09,800 today? That makes it very, very easy 107 00:05:09,800 --> 00:05:12,440 for them to say, OK, So instead, what you're going to do is you 108 00:05:12,440 --> 00:05:15,000 still want to ask a question to keep control of this short 109 00:05:15,000 --> 00:05:17,160 conversation. OK, But you're going to ask, do 110 00:05:17,160 --> 00:05:18,480 you remember where we're located? 111 00:05:19,000 --> 00:05:21,520 So let me give you to give you that in an example. 112 00:05:21,560 --> 00:05:24,280 OK. So hey, John, this is Heather 113 00:05:24,280 --> 00:05:27,320 with Easygoing Power Sports. I'm just calling to confirm that 114 00:05:27,320 --> 00:05:29,440 I have you set for today at 2:15. 115 00:05:29,680 --> 00:05:31,320 John, do you remember where we're located? 116 00:05:31,360 --> 00:05:32,360 You do Great. That's right. 117 00:05:32,360 --> 00:05:34,480 We're right off of this street and that street. 118 00:05:34,800 --> 00:05:36,920 I'll see you a little bit later. OK, perfect. 119 00:05:37,240 --> 00:05:41,520 So instead of saying something around the lines of hey John, I 120 00:05:41,520 --> 00:05:44,960 have you set for 215, does that time still work for you? 121 00:05:45,520 --> 00:05:47,520 Because again, that makes it easier for them to say no. 122 00:05:47,800 --> 00:05:49,640 We're just simply going to ask them if they remember where 123 00:05:49,640 --> 00:05:52,320 we're located and then give our two main cross streets. 124 00:05:52,760 --> 00:05:54,960 Now, this is going to do a couple things. 125 00:05:54,960 --> 00:05:57,240 This is going to make it harder for the customer to back out of 126 00:05:57,240 --> 00:05:59,600 that commitment, but it's also going to make your customer feel 127 00:05:59,600 --> 00:06:02,800 taken care of, respected and scheduled. 128 00:06:02,800 --> 00:06:05,520 And it reduces, you know, it reduces any of that flaky 129 00:06:05,520 --> 00:06:07,400 factor. Now, when it comes to following 130 00:06:07,400 --> 00:06:09,640 through on those appointments, you want to do a couple 131 00:06:09,640 --> 00:06:12,280 different things. The day of the appointment, OK, 132 00:06:12,280 --> 00:06:14,760 the day of the appointment, first thing in the morning after 133 00:06:14,760 --> 00:06:17,240 you've handled new leads, you want to call and confirm. 134 00:06:17,600 --> 00:06:20,440 If you can't get a hold of them via phone, then shoot them a 135 00:06:20,440 --> 00:06:22,160 text message and shoot them an e-mail. 136 00:06:22,480 --> 00:06:25,360 You want to get a confirmation out the same day. 137 00:06:25,400 --> 00:06:28,560 This touch point is going to really help increase that show 138 00:06:28,560 --> 00:06:31,400 rate. OK, There is a much higher show 139 00:06:31,400 --> 00:06:33,440 rate when it comes to confirmed appointments. 140 00:06:33,680 --> 00:06:36,520 And then there is appointments that were set days prior and 141 00:06:36,520 --> 00:06:39,160 then not touched until after they've already missed their 142 00:06:39,160 --> 00:06:41,080 appointment. So taking that extra step and 143 00:06:41,080 --> 00:06:43,720 initiative to confirm from your appointment day of is going to 144 00:06:43,720 --> 00:06:46,680 really help your show right now. A little gravy on top that you 145 00:06:46,680 --> 00:06:48,080 can add. You can always add a picture of 146 00:06:48,080 --> 00:06:51,440 the vehicle, maybe a short video if you want to do it that way. 147 00:06:51,440 --> 00:06:54,080 If that's a little bit more personal, I know a lot of us are 148 00:06:54,080 --> 00:06:57,200 gearing towards the OR leaning towards video nowadays, so 149 00:06:57,200 --> 00:06:59,560 that's definitely going to be something that's helpful. 150 00:06:59,720 --> 00:07:02,320 But this is going to help create more connection and more 151 00:07:02,320 --> 00:07:04,640 importantly, it's going to help create more excitement. 152 00:07:05,080 --> 00:07:07,680 OK, an excited customer is more likely to come into your 153 00:07:07,680 --> 00:07:10,800 dealership and go through all the steps of the sales process 154 00:07:10,800 --> 00:07:12,280 than a customer who isn't excited. 155 00:07:12,440 --> 00:07:14,560 Now a soft appointment is going to be great. 156 00:07:14,560 --> 00:07:17,160 Come in Saturday, I'll be here all day. 157 00:07:17,160 --> 00:07:19,120 Just ask for me. That's a soft appointment. 158 00:07:19,120 --> 00:07:22,040 OK, That's not a customer that's committed to coming into your 159 00:07:22,040 --> 00:07:23,800 dealership. But maybe that customer was a 160 00:07:23,800 --> 00:07:26,120 little bit harder to get to even agree to come in. 161 00:07:26,120 --> 00:07:28,880 So we we set a soft appointment. Now what you can do is send a 162 00:07:28,880 --> 00:07:31,080 text within 30 minutes of their missed time. 163 00:07:31,240 --> 00:07:34,640 Let's say that that they agreed to come in Saturday afternoon or 164 00:07:34,640 --> 00:07:38,080 you had somebody for a specific day and a specific time. 165 00:07:38,080 --> 00:07:41,280 It's Saturday at 12:15. Send them a text message within 166 00:07:41,280 --> 00:07:44,160 30 minutes of their missed time. OK, Something short and sweet. 167 00:07:44,440 --> 00:07:48,760 Hey, Jason, just checking in. I had you on here for 3:45 168 00:07:48,760 --> 00:07:50,160 today. I noticed that you're not here. 169 00:07:50,160 --> 00:07:52,920 I hope everything's OK. Should we reschedule? 170 00:07:52,920 --> 00:07:54,640 Don't be afraid to ask for that reschedule. 171 00:07:54,640 --> 00:07:57,080 It's very important. A closed mouth doesn't get fed. 172 00:07:57,080 --> 00:07:59,720 So make sure that you take the time to ask for that reschedule. 173 00:07:59,720 --> 00:08:02,080 OK. This leaves the door open but 174 00:08:02,080 --> 00:08:05,280 keeps the urgency in the tone. Now for those soft appointments, 175 00:08:05,280 --> 00:08:08,120 those things who say, yeah, I might swing by, maybe I'll come 176 00:08:08,120 --> 00:08:11,480 by this weekend, you need to firm it up a little bit. 177 00:08:11,480 --> 00:08:13,920 OK? Use a phrase such as let's lock 178 00:08:13,920 --> 00:08:16,720 in a time that works for you. I want to make sure my team is 179 00:08:16,720 --> 00:08:21,480 readily available for you. How does tomorrow at either 2:15 180 00:08:21,640 --> 00:08:24,800 or 3:15 work? OK, You want to offer those two 181 00:08:24,800 --> 00:08:28,400 times because it makes it easier for your customer to choose 182 00:08:28,840 --> 00:08:32,559 rather than offering one time in which they can just easily say 183 00:08:32,559 --> 00:08:35,679 no, that does not work for me. When you firm it up a little bit 184 00:08:35,679 --> 00:08:38,960 and use a little bit more of A to the point tone, what you're 185 00:08:38,960 --> 00:08:41,760 doing is you're turning this maybe, or let me check my 186 00:08:41,760 --> 00:08:44,560 schedule into a lead that actually commits. 187 00:08:44,560 --> 00:08:46,920 OK, if you get a lead that commits, you're more likely to 188 00:08:46,920 --> 00:08:50,520 see them turn into a customer. Now, how can dealerships work in 189 00:08:50,520 --> 00:08:53,200 volume to achieve a higher overall show rate? 190 00:08:53,520 --> 00:08:57,560 This is very important. OK, the truth is not all 191 00:08:57,560 --> 00:08:59,120 appointments are going to show, OK? 192 00:08:59,120 --> 00:09:03,280 You could expect about a 50% show rate for solid 193 00:09:03,280 --> 00:09:05,120 appointments. A solid appointment is going to 194 00:09:05,120 --> 00:09:08,360 be a specific day and a specific time that your customer agreed 195 00:09:08,360 --> 00:09:10,760 to come into. You can expect about 50 of those 196 00:09:10,760 --> 00:09:13,600 to come in, OK, And that's OK if you're playing the numbers 197 00:09:13,600 --> 00:09:15,400 right. So what you should be doing is 198 00:09:15,400 --> 00:09:19,360 setting daily appointment goals. An ideal daily appointment goal 199 00:09:19,360 --> 00:09:21,040 should be one appointment per hour. 200 00:09:21,160 --> 00:09:24,240 OK, That is actively picking up the phone, talking to customers, 201 00:09:24,240 --> 00:09:27,000 trying to get at least one appointment per hour. 202 00:09:27,280 --> 00:09:29,560 You can see that slowed down a little bit depending on your 203 00:09:29,560 --> 00:09:32,960 traffic, depending on your lead volume, but that should be a 204 00:09:32,960 --> 00:09:35,640 very solid, well-rounded goal for each of your reps. 205 00:09:35,920 --> 00:09:39,840 OK, so let's say that you have 10 appointments on the board. 206 00:09:39,840 --> 00:09:43,040 You didn't confirm any already. You're shooting yourself in the 207 00:09:43,040 --> 00:09:47,160 foot, giving yourself a chance to lower appointment show rates. 208 00:09:47,960 --> 00:09:51,680 So pick up the phone, call each appointment, all ten of them. 209 00:09:51,760 --> 00:09:55,720 Make sure that you confirm them. And out of those 10, you should 210 00:09:55,720 --> 00:09:59,320 likely see five of them show. That should be your standard 211 00:09:59,320 --> 00:10:02,160 goal. It's a 50% success rate. 212 00:10:02,160 --> 00:10:05,520 So out of those 10 appointments that you set, 50% should show 213 00:10:05,520 --> 00:10:09,720 from those 50% that are showing, 50% should sell and so on and so 214 00:10:09,720 --> 00:10:12,360 forth. So you should be setting 215 00:10:12,360 --> 00:10:15,920 standard daily goals. OK, not just weekly goals, but 216 00:10:15,920 --> 00:10:17,680 daily goals for your teams to hit. 217 00:10:17,920 --> 00:10:20,600 This will help you achieve your overall monthly goal, making 218 00:10:20,600 --> 00:10:23,480 sure that you coach daily to help them hit this goal. 219 00:10:23,920 --> 00:10:26,840 It's going to be very important. All right, if you're your reps 220 00:10:26,840 --> 00:10:29,720 aren't able to get to the appointment and they're not able 221 00:10:29,720 --> 00:10:32,600 to influence or persuade your customers to come into the 222 00:10:32,600 --> 00:10:35,880 dealership, get that commitment from them to set a specific day 223 00:10:35,880 --> 00:10:37,840 and time with them. Then you should be hopping on 224 00:10:37,840 --> 00:10:41,920 the phone, taking A to having them turn that over to a higher 225 00:10:41,920 --> 00:10:45,960 level representative or a higher level of management to try to 226 00:10:45,960 --> 00:10:48,840 get that confirmation or that commitment from that customer. 227 00:10:48,960 --> 00:10:52,200 So why is it important to have your customers write down the 228 00:10:52,200 --> 00:10:56,600 day and time of the appointment? OK, It makes it real, OK, Gives 229 00:10:56,600 --> 00:11:00,240 your customer a tangible piece of paper that they physically 230 00:11:00,240 --> 00:11:03,320 took the time to write on the specific day and specific time 231 00:11:03,320 --> 00:11:05,960 to come into the dealership. OK, This ties into psychology 232 00:11:05,960 --> 00:11:08,600 one O 1. If you are in a classroom and 233 00:11:08,600 --> 00:11:10,920 you're listening to a lecture and you're not taking any notes, 234 00:11:11,160 --> 00:11:14,680 you're only going to retain about 10% of that information 235 00:11:14,800 --> 00:11:17,600 the very next day. But if you're in a classroom and 236 00:11:17,600 --> 00:11:19,960 you're taking notes, you're going to retain about 50% of 237 00:11:19,960 --> 00:11:22,960 that information, OK? Same thing with your customers 238 00:11:22,960 --> 00:11:25,520 they are listening to talk, they're listening to your pitch, 239 00:11:25,520 --> 00:11:28,240 they are listening to all the words that you're saying while 240 00:11:28,240 --> 00:11:31,120 probably multitasking. So making sure that you take a 241 00:11:31,120 --> 00:11:33,520 moment to sell yourself in writing and sell that 242 00:11:33,520 --> 00:11:36,280 appointment in writing is going to make the difference of 243 00:11:36,280 --> 00:11:38,080 whether or not they retain that information. 244 00:11:38,080 --> 00:11:41,520 So what it does is it's going to help them retain that 245 00:11:41,520 --> 00:11:44,360 information and then they're also going to have that tangible 246 00:11:44,360 --> 00:11:47,040 piece of paper with them along for the right. 247 00:11:47,040 --> 00:11:50,080 Now, this doesn't have to be a long drawn out process After 248 00:11:50,080 --> 00:11:53,400 you've got the customer to commit to a specific day and 249 00:11:53,400 --> 00:11:56,480 time, which what you need to do after you got your customer to 250 00:11:56,480 --> 00:12:00,760 commit to a specific day and time, what you need to do is 251 00:12:00,920 --> 00:12:04,400 simply ask them, Great, Jason, do you have a pen and paper 252 00:12:04,400 --> 00:12:05,800 handy? If not, I can wait. 253 00:12:05,880 --> 00:12:08,840 What this does is this lets them know that you are already in the 254 00:12:08,840 --> 00:12:11,640 motion of waiting on them. So they are going to do one of 255 00:12:11,640 --> 00:12:12,680 two things. They're going to tell you, oh, 256 00:12:12,680 --> 00:12:15,360 no, I don't, I'm doing this or no, I don't have access to it 257 00:12:15,360 --> 00:12:17,280 right now. Or two, they're going to hustle 258 00:12:17,280 --> 00:12:19,440 to get that pen and paper. And that's what you want them to 259 00:12:19,440 --> 00:12:20,600 do. You want them to hustle to get 260 00:12:20,600 --> 00:12:22,760 that pen and paper. Now this again does not have to 261 00:12:22,760 --> 00:12:26,240 be long and drawn out, but say great, Jason, write this down. 262 00:12:26,240 --> 00:12:30,920 My name is Heather Deathridge. I'm got you set for Saturday at 263 00:12:30,920 --> 00:12:33,280 2:15. Now remember when you get here, 264 00:12:33,280 --> 00:12:35,160 just ask for me again, my name's Heather. 265 00:12:35,240 --> 00:12:38,640 I'll have that razor out cleaned up and ready for you to check 266 00:12:38,640 --> 00:12:40,480 out when you get here. OK, so something short and 267 00:12:40,480 --> 00:12:42,320 sweet. Have them write down your name, 268 00:12:42,360 --> 00:12:45,160 have them write down the appointment day and time and if 269 00:12:45,160 --> 00:12:46,480 you need to, your number as well. 270 00:12:47,000 --> 00:12:49,600 Now, how can management involvement improve the quality 271 00:12:49,600 --> 00:12:52,120 of appointments? OK, when a manager follows up 272 00:12:52,120 --> 00:12:55,520 before the appointment, it add some credibility, but it also 273 00:12:55,520 --> 00:12:59,560 adds some urgency. OK, You can use something simple 274 00:12:59,560 --> 00:13:02,880 like a text message. Hey, Jason, this is Heather. 275 00:13:02,880 --> 00:13:05,600 I'm the Internet sales director on the Internet sales manager 276 00:13:05,840 --> 00:13:07,840 over here at Easygoing Powersports. 277 00:13:07,840 --> 00:13:10,480 And I just wanted to say thank you for setting an appointment 278 00:13:10,480 --> 00:13:12,440 today. OK, we'll be ready for you. 279 00:13:12,440 --> 00:13:15,600 If you need anything beforehand, just shoot me a text and let me 280 00:13:15,600 --> 00:13:17,920 know. Or you can also make it a call. 281 00:13:18,240 --> 00:13:20,800 OK? It doesn't need to be drawn out. 282 00:13:20,800 --> 00:13:23,840 It doesn't need to be long, but it makes it a little bit more 283 00:13:23,840 --> 00:13:26,800 personal, OK? Not to mention, we all know how 284 00:13:26,800 --> 00:13:28,720 customers feel when they talk to a manager. 285 00:13:29,000 --> 00:13:31,360 They hear the word manager and they get giddy, OK, That 286 00:13:31,360 --> 00:13:33,320 excitement level goes up. They think they're talking to 287 00:13:33,320 --> 00:13:36,120 somebody who calls the shots, who makes the decisions. 288 00:13:36,680 --> 00:13:40,680 So this little bit of effort can make a huge difference in your 289 00:13:40,680 --> 00:13:43,440 show rate when it comes to your digital appointments or your 290 00:13:43,440 --> 00:13:45,760 online appointments. Now, this is going to help keep 291 00:13:45,760 --> 00:13:48,840 your buyers emotionally engaged. OK, get some excited. 292 00:13:48,840 --> 00:13:50,680 Makes them feel all warm and fuzzy. 293 00:13:50,880 --> 00:13:52,840 So make sure that you have a manager touching these 294 00:13:52,840 --> 00:13:55,600 appointments, OK? This is also going to help keep 295 00:13:55,600 --> 00:13:57,280 your team a little bit sharper. All right? 296 00:13:57,280 --> 00:14:01,320 If your reps know managers are reviewing appointments and doing 297 00:14:01,320 --> 00:14:04,120 follow-ups, they're going to be more intentional with how they 298 00:14:04,120 --> 00:14:06,160 set them, which is very important. 299 00:14:06,320 --> 00:14:10,160 OK, that kind of ties back into, you know, previous conversation 300 00:14:10,160 --> 00:14:12,120 of how to pay your Internet department. 301 00:14:12,440 --> 00:14:15,560 But if you want good, well-rounded, solid 302 00:14:15,560 --> 00:14:19,240 appointments, you want to make sure that these managers are 303 00:14:19,240 --> 00:14:22,360 consistently reviewing them. That way they're set with intent 304 00:14:22,360 --> 00:14:26,080 rather than just set to be set. Now, tracking and optimization. 305 00:14:26,200 --> 00:14:29,720 How can dealers measure the effectiveness of their 306 00:14:29,720 --> 00:14:33,400 appointment setting process? OK, so there are some different 307 00:14:33,400 --> 00:14:37,240 keys that you can you can measure, OK, specifically when 308 00:14:37,240 --> 00:14:39,160 it comes to the appointment setting process. 309 00:14:39,200 --> 00:14:42,680 All right, how many people are you talking to your contacts? 310 00:14:42,680 --> 00:14:45,920 How many people are your reps talking to in a day? 311 00:14:46,040 --> 00:14:48,600 From there, how many appointments did they set out of 312 00:14:48,600 --> 00:14:50,080 those conversations that they had? 313 00:14:50,160 --> 00:14:51,960 Now, out of those, how many did they confirm? 314 00:14:51,960 --> 00:14:54,720 Did they confirm all of them? Did they confirm none out of 315 00:14:54,720 --> 00:14:56,360 that? How many of those appointments 316 00:14:56,360 --> 00:14:58,600 that were set showed and then how many sold? 317 00:14:59,080 --> 00:15:02,120 Okay. So realistically we like to use 318 00:15:02,120 --> 00:15:07,840 a kind of general 5 by 50 rule where you track all of those and 319 00:15:07,840 --> 00:15:11,480 divide it by 50%. So let's say that you talk to, I 320 00:15:11,480 --> 00:15:15,000 don't know, 60 people or I'm sorry, call 60 people in a day, 321 00:15:15,000 --> 00:15:17,120 okay? You've made 60 outbound calls, 322 00:15:17,120 --> 00:15:21,160 okay, you talk to maybe 30 of them, maybe a little bit less, 323 00:15:21,160 --> 00:15:23,680 maybe a little bit more. It's typically we do see around 324 00:15:23,680 --> 00:15:28,200 30% contact rate depending on how your your touch points are. 325 00:15:28,440 --> 00:15:30,920 So let's say that you talked to about 20 of those people. 326 00:15:31,080 --> 00:15:33,960 Out of those 20 people that you talked to, you should be able to 327 00:15:33,960 --> 00:15:37,160 set around 10 appointments depending on your skill level as 328 00:15:37,160 --> 00:15:39,360 a Rep. Out of those 10 appointments, 329 00:15:39,360 --> 00:15:41,720 let's say you confirmed all of them, only half of them are 330 00:15:41,720 --> 00:15:45,280 going to show, so 50%. So out of those 10/5 showed out 331 00:15:45,280 --> 00:15:47,120 of those 5, two to three should sell. 332 00:15:47,640 --> 00:15:51,040 OK, so you have got to play the numbers correctly OK? 333 00:15:51,160 --> 00:15:53,720 You want a high productivity when it comes to outbound 334 00:15:53,720 --> 00:15:57,120 activities, OK Outbound calls should be high. 335 00:15:57,440 --> 00:16:01,520 The goal and expectation for outbound calls, a good number to 336 00:16:01,520 --> 00:16:05,120 start with is about 8 to 10 calls an hour OK for Harley 337 00:16:05,120 --> 00:16:08,400 dealers, you're probably looking closer to 5 to 8 calls an hour, 338 00:16:08,560 --> 00:16:11,320 but that's going to be where you start to measure everything is 339 00:16:11,320 --> 00:16:13,880 with the phone call or the outbound activities. 340 00:16:14,160 --> 00:16:17,240 OK, now the numbers will tell the story for you. 341 00:16:17,240 --> 00:16:21,840 So if if you see, you'll end up seeing a Rep setting tons of 342 00:16:21,840 --> 00:16:25,640 fluff appointments that don't show or if they're not following 343 00:16:25,640 --> 00:16:28,160 through with a strong enough call to action. 344 00:16:28,320 --> 00:16:32,360 Now strategies that can improve both the quality and quantity of 345 00:16:32,360 --> 00:16:34,960 booked appointments. Like I said earlier, it all 346 00:16:34,960 --> 00:16:37,400 starts with the outbound activity, OK? 347 00:16:37,400 --> 00:16:40,080 If you're sitting around waiting for leads, you're going to have 348 00:16:40,080 --> 00:16:42,120 very few conversations in the day. 349 00:16:42,200 --> 00:16:44,480 If you're sitting around waiting for the phone to ring, you're 350 00:16:44,480 --> 00:16:46,560 going to have very few conversations in the day. 351 00:16:46,880 --> 00:16:50,120 But if you are proactively picking up the phone, dialing 352 00:16:50,120 --> 00:16:53,040 out and trying to contact these leads, you're going to have more 353 00:16:53,040 --> 00:16:55,560 conversations. So the more outbound activities 354 00:16:55,560 --> 00:16:58,400 that you have in a day, the more conversations you're going to 355 00:16:58,400 --> 00:17:00,320 have. The more conversations you have, 356 00:17:00,320 --> 00:17:02,000 the more appointments you're going to set, OK? 357 00:17:02,000 --> 00:17:05,880 So make sure that you also incentivize the shows and not 358 00:17:05,880 --> 00:17:08,800 necessarily the sets, OK? This is going to pull out all of 359 00:17:08,800 --> 00:17:13,200 those fluff appointments, OK? So offer a small flat Commission 360 00:17:13,200 --> 00:17:17,000 on shown appointments or maybe even a small bonus or incentive 361 00:17:17,520 --> 00:17:20,280 on appointments that show. All right, If you focus on the 362 00:17:20,280 --> 00:17:22,880 sets, you're going to have a high set rate and probably a 363 00:17:22,880 --> 00:17:26,200 much lower show rate. And use manager intros as a way 364 00:17:26,200 --> 00:17:29,360 to build value. OK, A good example of this, when 365 00:17:29,360 --> 00:17:32,160 you come in, you're going to meet with my manager Heather, 366 00:17:32,160 --> 00:17:34,760 who will walk you through all of the trade in values. 367 00:17:34,840 --> 00:17:37,320 They'll show you the machine and they'll they'll get you all 368 00:17:37,320 --> 00:17:39,720 ready for your test ride, whatever the case may be. 369 00:17:39,720 --> 00:17:43,240 OK, use small manager intros. When a customer hears manager on 370 00:17:43,240 --> 00:17:46,000 the other end of the phone, it creates that urgency and they 371 00:17:46,000 --> 00:17:48,840 want to get to the dealership. OK, and then get creative with 372 00:17:48,840 --> 00:17:51,440 some follow up content. All right, send something like a 373 00:17:51,440 --> 00:17:53,600 walk around of the unit. I've got dealers that I'm 374 00:17:53,600 --> 00:17:56,800 working with right now that every single lead gets a walk 375 00:17:56,800 --> 00:17:58,960 around of the unit. I've got other dealers where 376 00:17:58,960 --> 00:18:00,000 they don't even get a phone call. 377 00:18:00,000 --> 00:18:04,320 So send a walk around. Maybe some different model 378 00:18:04,320 --> 00:18:06,920 comparison, send them a few different options if they're 379 00:18:06,920 --> 00:18:09,200 undecided or just a friendly video. 380 00:18:09,200 --> 00:18:12,000 Hey, Jason, it's Heather from Easygoing Powersports. 381 00:18:12,000 --> 00:18:14,200 I'm going to be your main contact when you get here. 382 00:18:14,360 --> 00:18:17,760 Arrive Tuesday at 2:15, and I'll make sure you get taken care of. 383 00:18:17,760 --> 00:18:19,200 OK? I just wanted to say hi ahead of 384 00:18:19,200 --> 00:18:21,160 time. So these strategies are going to 385 00:18:21,160 --> 00:18:24,640 help boost your trust and they're going to help increase 386 00:18:24,640 --> 00:18:27,320 the excitement of your level. They're going to help boost 387 00:18:27,400 --> 00:18:30,600 trust with your customers and it's going to help keep their 388 00:18:30,600 --> 00:18:32,440 excitement, which is very, very important. 389 00:18:32,440 --> 00:18:35,400 We want to keep their level of excitement through the roof, OK? 390 00:18:35,400 --> 00:18:38,200 This is an emotional purchase for them, so you have to make 391 00:18:38,200 --> 00:18:39,800 sure that you're maintaining that excitement. 392 00:18:39,800 --> 00:18:43,520 Now what is 1 simple change that you can do to drastically 393 00:18:43,520 --> 00:18:47,600 improve appointment show rates? OK, confirm and repeat the 394 00:18:47,600 --> 00:18:49,840 appointment details. This is so simple. 395 00:18:50,080 --> 00:18:53,520 Confirm and repeat the appointment details out loud 396 00:18:53,520 --> 00:18:57,040 back to your customer. All right, it sounds very basic, 397 00:18:57,080 --> 00:18:59,880 I know it does, but most reps actually don't do it. 398 00:19:00,080 --> 00:19:04,200 They're so either burnt out or excited that they got the 399 00:19:04,200 --> 00:19:07,040 appointment that they are too nervous to repeat back that it's 400 00:19:07,040 --> 00:19:09,280 an appointment. So a couple different things. 401 00:19:09,280 --> 00:19:11,800 Take out the word appointment from your vocabulary. 402 00:19:12,040 --> 00:19:15,240 OK, let's say visit. Let's say you know your trip to 403 00:19:15,240 --> 00:19:18,080 the dealership, your visit to the dealership, take out the 404 00:19:18,080 --> 00:19:20,640 word appointment. Don't do it, OK? 405 00:19:20,960 --> 00:19:24,560 But always repeat back the details of the visit to your 406 00:19:24,560 --> 00:19:26,280 customer, OK? So great. 407 00:19:26,280 --> 00:19:28,320 I'm set to see you. You're going to be visiting us 408 00:19:28,320 --> 00:19:31,720 on Tuesday at 2:15. Be sure to ask for myself, OK? 409 00:19:31,720 --> 00:19:35,560 This is again, going to increase trust, which is very, very 410 00:19:35,560 --> 00:19:37,440 important for customers nowadays, OK? 411 00:19:37,440 --> 00:19:41,000 Nobody is stepping foot into a dealership unless they trust 412 00:19:41,000 --> 00:19:42,280 them. It's going to increase their 413 00:19:42,280 --> 00:19:45,560 memory and it's going to increase the commitment, OK? 414 00:19:45,560 --> 00:19:48,000 It's going to really solidify that commitment from your 415 00:19:48,000 --> 00:19:50,720 customer, making them feel obligated to follow through with 416 00:19:50,720 --> 00:19:52,880 that. Now layer this with some same 417 00:19:52,880 --> 00:19:55,760 day confirmation or morning check insurance and you're going 418 00:19:55,760 --> 00:19:57,920 to start to see a huge difference when it comes to 419 00:19:57,920 --> 00:20:01,440 these appointment set. I do have an appointment funnel 420 00:20:01,440 --> 00:20:04,920 that we utilize here that we have used for years that has 421 00:20:04,920 --> 00:20:08,680 proven to be super successful. What it does is it basically it 422 00:20:08,680 --> 00:20:11,280 looks like a funnel, right? It's shaped just like a funnel 423 00:20:11,280 --> 00:20:14,040 from top to bottom. It starts very broad until you 424 00:20:14,040 --> 00:20:15,880 can narrow it down to a specific day. 425 00:20:16,000 --> 00:20:18,200 In time. So what you're going to do is 426 00:20:18,360 --> 00:20:22,560 utilize this appointment funnel by asking close ended questions, 427 00:20:22,640 --> 00:20:27,560 OK, A or B1 or two, green or red, you're going to ask close 428 00:20:27,560 --> 00:20:31,920 ended questions, offering two options to help guide or corral 429 00:20:31,920 --> 00:20:34,000 your customer to a specific day and time. 430 00:20:34,160 --> 00:20:36,480 OK, this is very important. So let me give you what an 431 00:20:36,480 --> 00:20:39,480 example of what that looks like. So I'm speaking with a customer 432 00:20:39,480 --> 00:20:41,200 over the phone. They're excited. 433 00:20:41,200 --> 00:20:43,280 I'm trying to get the commitment of the appointment. 434 00:20:43,280 --> 00:20:46,200 I'm going to say great Jason, I have some time available for you 435 00:20:46,200 --> 00:20:47,560 to come visit. Are you thinking you're going to 436 00:20:47,560 --> 00:20:49,560 be available today or tomorrow? Tomorrow. 437 00:20:49,560 --> 00:20:50,920 Wonderful. OK, great. 438 00:20:51,080 --> 00:20:52,720 So I've got you set for tomorrow. 439 00:20:52,920 --> 00:20:55,440 Now Jason, are you more of a morning guy or an afternoon guy? 440 00:20:55,480 --> 00:20:57,040 Afternoon. OK, so are you thinking around 441 00:20:57,040 --> 00:21:00,400 lunchtime like 1215 or are you thinking a little bit later like 442 00:21:00,400 --> 00:21:03,520 315-340-5345? Perfect. 443 00:21:03,520 --> 00:21:06,560 Now from there I'm going to go ahead confirm. 444 00:21:06,560 --> 00:21:09,880 Great. So let's do tomorrow at 3:45 and 445 00:21:09,880 --> 00:21:12,080 I'm going to jump into selling myself in writing. 446 00:21:12,080 --> 00:21:16,600 So it's very important that you have a structured very well 447 00:21:16,600 --> 00:21:19,720 practice because so practice makes prepared OK. 448 00:21:19,920 --> 00:21:23,480 If you practice enough on how you set your appointments, it's 449 00:21:23,480 --> 00:21:24,640 going to roll right off the tongue. 450 00:21:24,640 --> 00:21:27,680 And that's very important. If you are scattering or if it's 451 00:21:27,680 --> 00:21:29,840 too laid back and it doesn't really have a structure, if 452 00:21:29,840 --> 00:21:31,920 you're winging it every single time, you're not going to be 453 00:21:31,920 --> 00:21:34,080 able to measure how successful it is, OK. 454 00:21:34,080 --> 00:21:36,800 So use something that is successful, set these 455 00:21:36,800 --> 00:21:39,600 appointments and and track from there. 456 00:21:39,720 --> 00:21:43,800 If you want to boost your show rate this week, OK, go pull 10 457 00:21:43,800 --> 00:21:46,440 random leads from last week's CRM log. 458 00:21:46,680 --> 00:21:50,720 OK, look at how many had appointment dates, times, names 459 00:21:50,720 --> 00:21:54,560 confirmed and sent back. OK, now if that number is low, 460 00:21:54,560 --> 00:21:56,840 start there. That is your opportunity. 461 00:22:08,280 --> 00:22:10,560 Still guessing what to pay on a used bike? 462 00:22:10,800 --> 00:22:13,560 Still holding aged units that just won't move? 463 00:22:14,080 --> 00:22:18,120 It's time for a real system. Moto Hunt's Ultimate Used 464 00:22:18,120 --> 00:22:21,760 Inventory Playbook shows how the best dealers are finding better 465 00:22:21,760 --> 00:22:26,360 inventory, pricing trades right, and turning used bikes faster, 466 00:22:26,520 --> 00:22:28,920 with fewer mistakes and more margin. 467 00:22:29,400 --> 00:22:32,880 It's short, real and free to download right now. 468 00:22:33,480 --> 00:22:37,840 Visit dealers.motohunt.com to grab your copy or check for the 469 00:22:37,840 --> 00:22:38,840 link in the notes.