The Dealer Playbook
The Dealer Playbook

Episode · 8 years ago

Elise Kephart: Go The Extra Mile in Car Sales



"Find the right recipe, and then stream line it".


Elise Kephart - Adame



"It's about time" and "Finally" have been the response from any one that we told "DPB Session 23 was featuring the newest Phone Ninja Elise Kephart-Adame. 


In case you don't have the internet, Elise Kephart - Adame is a phone consultant for Phone Ninja's, a leading training company in the automotive industry.


Elise or maybe you know her as "The YouTube Diva" is well known for her personal videos she would use to follow up with prospects online. 


Elise is more then just an expert when it comes to showing sales people how to maximize the phone, she also has easy to execute tips that any one can start to do now, that will sell more cars. 


What you can expect to hear from Elise


- Dealership Internet Department Infrastructure 


- Using multiple channels to follow up with prospects 


- Handling inbound & outbound phone calls


- Creatively staying top of mind with prospects


Elise brings lots of experience to the table and as always she delivers valuable information for any one in the car business.


Even in todays age where all the buzz in the auto industry is digitally focused, the phone is still a big money maker. 


How are you on the phone?


What is working best for you when it comes to phone follow up?


Does your dealership have a different structure then most for their internet department?

Ask your questions for Elise in the comments section below or any other comments you might have. 


The team at "DPB" wants to keep the value steam rolling, so don't be shy, and connect in the comments section below. 


Connect with Elise Kephart-Adame 


Follow Elise on Twitter here.


Connect with Elise on Facebook here.



Feel free to reach out via text with Elise - 805-441-3398

This is the dealer playbook podcast, episode twenty three, and our guest today is a lease kept Arta. Dammy, here we go. You're dialed into the dealer playbook podcast, where it's all about winning out our dealer strategies that deliver proven results. And now your hosts, Robert Weisman and Michael Cirillo. Hello and welcome to the dealer Playbook Podcast, episode twenty three. My name is Michael Cirillo. I'm here with Robert Weisman. How's it going, buddy? It is going excellent. My Man, what's up with you? Oh Man, you know what, lots of stuff going on. I mean, you're going to be at unfair advantage master, by the vacation. Apologize, we took a little vacation week for the dealer playbook. You know, there are lots of things going on, back to school with the kids. But you know what, that gave you some extra time to catch up on all of those episodes that you probably or may have missed out on, because, you know what, the podcast that we do is all about delivering you winning strategies that will also bring results. Now, we understand that getting results can be a little bit subjective, because there is the need for application. So we hope and would love to hear from you about your application of the things that we talked about with the guests on the dealer playbook to see what's working for you. We would absolutely love your feedback. Don't forget, you know, in line with that, to go check out itunes and leave us your feedback there. We would greatly appreciate it. Now, today, in the spirit of De livering those winning strategies for you and your dealership, we have an incredible guest and we've really kind of been vibing on this whole women in the car business thing lately, haven't we? We were getting to the point where it was a little bit, you know, of a dude fast, but we've had some incredible, powerful women from within the automotive industry to share with you the things that they see work so incredibly well. Today is no exception. We are sitting down with at least kept heart, a Dommy, that's right, a dommy mommy. I forgot she was a girl, Oh, who's over red phone, Nin Jazz and you know what, and she's a specialist in setting up BEDC setting up Internet department so that you can get the most profitability out of your department. We realize there's a ton of dealerships in North America, around the world even, who are struggling to increase show rates and increase and increasing profitability, and that's why we felt it so important to have a someone like a leise on who's work the front lines, who's also work in the vendor side now, but who brings just a wealth of information at least, is great and she's just, you know, I've been friends with her for a while and she has, you know, great work ethic and she's highly trained and, you know, just just knows her stuff flat out well. I mean she's I mean, aside from you. I mean the show's about her today and about helping the dealerships, but I mean you guys are really the most used examples at any events that I've attended in the automotive industry about, you know, people car, people who execute and who saw incredible results. So that's, you know, why we wanted to have her on the show. Like you said, you know, we're so glad to call her a friend. She's a great friend of ours, and so, without taking too much time here in the Intro, let's just jump into at least kept hart a Dommy from phone inches. Here we go and we are here with at least kept heart a dommy. That's right, I said it right. The last name a Dammy, who is over at phone injes and you know what's so cool about her, isn't that? It is that I say right now. You got it right. You got it right.

See what I'm saying. It's not a dame, it's not Adams, it's not. Oh really, see, I always thought the whole time at least kept part Adam blow in the house. Represombie. All right, we're we're high five and right now at least. How you doing? I'm doing good. I'm doing good. How about yourself? Love and life and love in that. We just showed Robert Up and pretty much the whole automotive world how to pronounce your name. But listen, we're so excited to have you with us today because we are going to be discussing, you know, some things that, let's face it, a lot of dealerships need help with. Would you agree with that? Absolutely, a lot of there's a lot of dealerships that need to need help, and that's that's why I'm so excited to be to be where I'm at right now because I get to get to help dealerships. Cool so, and I mean primarily what you're doing over there at phone Ninjas is, you know, you're really jumping into the dealerships, helping them set up their internet departments, helping them set up their BEDC's and the then also a focus on training, and I mean we've had some guests in the past that have been very training centric, and I mean, and there's a good reason for it, and that's because people just absolutely need to know what to do and we've found that the various departments inside the dealership have different you know, should we call them recipes for success? And and you focus on one of those. So I figure, you know, let's just jump right into it and talk about phone training. Let's talk about the the right ways, the dues and the don'ts of setting up a dealership's Internet department so that they can see maximum results. My first question to you along those lines is really where should let's say, you know, talking to our friend the dealer principle or general manager? Where should their focus be? What's the first step that they should be kind of implementing to get a successful Internet department. Well, you had, you had just kind of brought it up just now. And that first step, you know, is finding that recipe that works and streamlining it through, you know, through their Internet sales people. Whether you have it set up, you know, the BDC set up, where it's just appointment setters and then they flip it to the salespeople, or if it's full Internet sales people that actually work a cradle to the grave, those initial steps of handling, you know, getting an Internet lead on the phone and then setting that that that phone call to an instore appointment. You know, is the first step. I was thinking about it the other day and I you know, a lot of people know my background. Way before the car business, I worked at starbucks and with stuff. When you were when you're working at starbucks, you know, they put you through training and this is this is something as simple as, you know, how to make a white MOCHA and how to make a MOCHA and how to make coffee drinks. But essentially they train you on this is the recipe to make a, you know, a venti white MOCHA. You know, this is what you need to do and this is how you make it. And so it's essentially kind of just taking again that same format of this is the recipe on what you need to do to take an Internet lead, to get them, you know, to get them on the phone, to make that first contact and then to set the you know, set the appointment, whether it's for yourself, again, if you're working the deals cradle to the grave, or if it's, you know, if it's setting an appointment for this, for the actual dealership, and then having a sales salesperson work with that client once they're in the store. All Right, so let me ask you this. So let's Bat. Let's take it a step even prior to then, with your experience and with your exposure to many dealership structures, what do you feel is the best back end, you know, structure to that? Is it a BEDC that, because I know, I know our friend Shawn Gladly with dealer synergy. He is against take. He has his his beliefs and right he believes that you, if you're on the BEDC, you don't come out and greet that customer and do like a handoff and or anything like that, because that person should not be taken away from just laser focus on the phones and set...

...the appointments. But then again there's the whole you know, the relationship because you as we know, it's rare you get them my ink on touch, in touch with them the you know, the first call and a lot of times you don't close the appointment on the first contact right so they're there. Starts that relationship. So that turning that over, that can that make some people sour. But that being said, I mean where do you feel is the strongest? I there was a point where I said everybody should, you know, even larger stores with thousands of innerant lads should just cross training. I mean I think, I truly think everybody should be cross trained to know how to talk on the phone, how to set their own appointments, how to master, you know, the phone, to kind of create their own leads. I think that's important. But you know, I do see the one the one flaw in that method in that if everybody is busy, so if you have really strong hitters that are working deals cradle to the grave and everybody's busy and you have internet leads coming in and everybody's, you know, working with customers at that point in the store, then you know those Internet leads are, you know, waiting until someone could handle them. So I almost kind of in the middle. I think there should be some type of hybrid version because I do think there is a strength there when you know you are talking to the customer and setting the appointment, then you get to work with them directly. But I do realize that there are times when even there was even times for me when I was, you know, working with customers in the store for the appointments that I had set and then I would get a text notification on my phone that a new lead had come in. And so when I was selling cars, we kind of had a hybrid set up where there was like a backup person to at least try and make that a person that first initial contact, if you know, the the actual Internet sales people were with customers in the store, you know, on test drives or what or whatnot. And what I do like, where you said, is that, and that's a thing that that gets ignored that I saw a lot, is that you'd set the people would set appointments, all right, but then whoever they were coming to see for that appointment, that person would not be available at that time because they had either book double booked appointments there or waited on a fresh up that came through. And you're talking about people that. It's like, if you want them to honor the appointment and to show then you have to respect them when they get there. The person that they have an appointment with needs to be free and needs to see them right away, not sit that you don't set an appointment to come sit and wait for another out. I mean, unless you're at the doctor's office right that's just promoting the whole thing. It's like, Oh, it doesn't matter if I said an appointment or not, because I'm going to wait any time anyway. Or you know, why should I own it? Why should I even call and cancel or reschedule because I can't make it? Because once if I get there anyway, there I'm going to wait around right for someone anyway. Absolutely, and I would you know that that's a that's a key point there as well. You know, and some people you have situations where sometimes they don't have an appointment and you might just have a referral pop in or just someone come in unexpectedly, you know, and I always like to have someone in the store. That was kind of that you buddied with, you know that you knew you could, you could work deals with and trust and if it was a situation where someone just popped in or I did happen to overbook, you know, a lot of times I would usually schedule, you know, in two and a half to three hour increments my appointments. But if someone came in a little early and then the first person came in a little later, you know, then I would have to make that transition. But I always had kind of a got person that I knew would handle the customers, you know, aren't my customers accordingly. So I mean even if it's, you know, because I work with a lot of dealerships where there's just one individual at the dealership. So what you're really saying, and correct me if I'm wrong, but there's still kind of needs it to be a team effort. Even if you are the main point person there, you have to have this buddy system. So well, what was your process for finding the right individual to, you know, be on board with you on this? Well, well, you know, the store that I was at, we kind of went through some some different different setups and you know, we tried.

You know, there wasn't you were an appointment set are pretty much at one time, right, at one time, right, because what was happening is exactly what we were talking about. I was setting so many appointments that, you know, for people would show up at once and then I would take one, one customer and then the other three I would, you know, hand off to my to my buddy, and then the other two would be just people on the floor. And it created a little bit of conflict there because, you know, nobody, I mean it's controversy, but a lot of salespeople don't want to work for half deals. And so essentially what this what the store that I was working at did, was they said, you know, okay, we're going to just have you work the internetly, it's set the appointments and then we're going to give everybody on the for the appointments that you set. And that worked well for for everybody, you know, in the store, because everything, all the sales people were selling more cars. But from a personal standpoint, I you know, part of what I really enjoyed in the car business when I was selling cars was being able to finish the deal all the way through. So so I did. Yeah, I just did the appointment settings for, you know, three hundred leads for about eight months. But it to be honest, for me personally it drove me crazy just because I had been on the other side of things where, you know, I go on the test drive and I get to work the figures and negotiate and do all do all the you know stuff after the customers in the store. So, and let me ask you this, and I'm going to just just hop around, just segue kind it's something to expand the conversation. When you were talking, when you're trying to follow up with with with a customer, Internet lead, whatever, how many times? Well, not how many. How many times do you need to confirm? Let's say they set something up? Let's say we all get that Tuesday, Wednesday lead or engagement and they're like, I can't make it until Saturday. All right, and you look them into Saturday. Then what between that threeday gap period between that that day and that day? What's it? What kind of process do you recommend just just to that that will increase their show ratio? Because what is it? I remember it's like x amount of days they book the appointment out the the the percentage of them showing goat drops. So one of the things that I would do is, so, let's say I spoke to the guy, made contact with that customer. Let's say I was an Internet lead. They came in on a Wednesday and let's say that the same day I was actually able to make contact with in that same day. Try to get him in Wednesday and you know, their booked through the the work week, so they you know, they commit to a Saturday appointment in between those sort different in between those three days. What'll actually do is I wouldn't make these these these like VIP packets and I would get like an eight and a half by eleven envelope and then inside the envelope I would have like a cover, a cover letter that I would that I had to kind of you set up through my crm. I'd make a quick signature on it and then just a quick note on the lot onm hey look forward to seeing you Saturday at, you know, two o'clock. And then all and then the other pages in that packet would be a testimonial page, like with pictures of my customers and some quotes of what they said about working with me. I'd have like a quick biopage about me and then I would include a, you know, an actual factory brochure on the car that they were interested in or the cars that they were interested in. I would mail it out that same day. So if I schedule that appointment like Wednesday at ten o'clock, the mail wouldn't pick up till noon. I would put that packet out and it would usually, if it was local, get there on Thursday or Friday at the latest. And a lot of times these customers would come in like for their appointment and when I was appraising their traitor whatnot, you know, I would see that packet on their on their passenger, passenger in the car, yeah, in the car, or and then, of course, in between their you know, I would send them a follow up video grating as well as like a text message confirmation of their appointment. And you know, keeping would you call the day before or that morning if they had like a one o'clock would you? Would you call them again? That won't make sure to call them...

...that morning, or would you make sure that one day prior? Yeah, one day prior. So let's say the appointment was for Saturday at two o'clock. Let's go with that. I would call them on Friday and just leave a hope. If I didn't make contact, I would just leave a voicemail and then I would also send a tech a text message. Text messaging seem to work really well with a lot of customers and I know even for me, like my email right now, my yahoo account, I have like a thousand emails that I just haven't had the time to clear clear out, but text message is usually all respond to, you know, more frequently than email. So I would send so I would call them on Friday and confirm it and then also send them a text message to confirm it and then they would get that. They would get that packet in the mail like on Thursday or Friday and that pack in the mail. That's just kind of again, one of those those little things that doesn't take a would it take a lot of time. I would get it, shoot it out in the mail that day and it's it's personal too, because it has just a quick handwritten note for me and then just kind of a you know, a little bit about me. And then definitely I used to do the same kind of thing and that and that it and it works because there is there's more competition and more spam in their in both their email inbox today than there actually is in your physical mail box. Believe it, you know, as funny as that me sound. So a real quick about video in your follow up. You and we we're talking about this the other day, the video. So in your process, your follow up process that you talked about, video is it's not really, and a lot of people mistaken this, but it's not really your secret sauce to why? What? You know? Why? Yeah, you had success with it. It's just one put piece of that recipe or component, etc. Yeah, so a lot of you know, a lot of feedback that I've gotten is like how you know, is videos. You know, if you don't have the right training on in or a lot of knowledge, like it could take a while to put a video together. But what I would always do is I would use video. Like you said, it's just kind of one piece of the big puzzle and that video would always be aimed towards if I hadn't made contact with the customer, that video would kind of be breaking the barriers a little bit to introduce myself and then get the customer on the phone. And so with those video messages, you know, prior to prior to understanding the proper phone technique. I would send video messages. That would be pretty you know, that would that would get the job done, but they wouldn't be as effective. They would say something like Hey, Robert, it's at least here at ABC motors. Just wanted to thank you for your Internet request. If you have any questions, let me know. My numbers listed below, and I look forward to working with you soon. And that, of course, you know, kind of did the job right. But as I started to learn the right the right technique, I aim those video messages to say something more along the lines of like Hey Robert, this is a least here at a s motors. I just left you a voice Speil, as mentioned, I have some really great news for you and regards to that Internet request you sent over for the Honda Civic, give me a call back. My numbers listed here below. It's about morning time here on Tuesday. I'll be in the office till about US seven o'clock tonight, and I'll be sure to reach out to you later today if I don't hear anything back. And so that video greeting is essentially very similar to what I left on. We know, on the voicemail, right on the voicemail, except they can see my face and then I would have like a ten second will testimony. So you're using the same, same playbook, so to speak, that you do on the phone because of obviously what you what you've done on the phone, works for you. So you you just incorporated into video and well, and it's all the use. It's always elements to keep you different versor s top of mine. Yeah, yeah, right, right. So I'm trying to hit him from like every you know, like every angle. So so they're getting a voicemail from me, they're getting an email with a video greeting. I'll copy and paste the link and the text message format as well so they can open it on their smartphone. They're going to get a packet from me that's going to be there the next day in the mail. So essentially every form of communication other than just actually stopping him hardcore knocking on their door in person, you know, every every form of communication. I want to I want to be there so that you know that I'm hitting...

...them at every angle. And so okay, so you had mentioned three things. First one was the VIP packet. Yeah, second one was, I guess, the video kind of follow up series phone and video or video with the objective of getting them on the phone. Right. So I so the first thing is, I mean if I want to pick up the phone first, that's going to be my first initial my first initial step, because if I can, you know, luck be told, if that customer picks up the phone, you know, first try. Then I don't have to send him a video grating to try to get him to call me back. All Right, let me ask you this. I'm going to cut you off, but this based off that. So I used to do. So here's what I did. Not You. We've talked. I think you've done the same thing. If I didn't have a phone number, all right, and and automatically a lot of people discredit alie that doesn't have a phone number. That's just an email, and to me I think that's that's how I submit a lie. That's me as a lad. Right, there is email. Only now me, because I am me, I used to copy and paste the name, you know how it is, into White Pagescom whatever, get their phone number and call them up like it was nothing. Yew. But today now, on the outside, look it into it and me being the consumer, I am. It's like, Dude, if somebody did that to me, like I would automatically be done with a lot doctor I because if I wanted to engage with you VI at a phone connection, I would put my phone number in there. Sure I wouldn't. You know. I if they didn't have a phone number, then I would still look them up on white pages for their address. I'd get that packet sent out first day and then I would send them a video guy. I would send them a video grating like you know, hey, Robert, it's elite, my name's at least here at ABC motors, I did see a phone number to reach out, but I have some really great news. When you have a quick moment, a quick moment, give me a call. My number here is blah, Blah Blah, and I would send them that video message. And a lot of times with no phone number. The reason they don't put a phone numbers because car sales people and dealerships in the whole car business in general, you know, has a has a bad rep you know they yes, but it's still could be also that, yes, that's true, but it could be open minded into the jewels that still don't want to be. They'd rather engage with you via via email. Yeah, let alone what, no matter what. If I'm shopping for a computer, insurance, whatever, sure that I'm want to engage through email. Right. Yeah, no, absolutely. So I again, I would. I would still try and, you know, focus. If they didn't put a phone number, I would still send them. We try to sell them on a phone call the right yeah, try and try to and if and if it came down to I only want to communicate email, that I'm not going to fight it, you know, and that case then I would go into okay, perfect, just to verify a little bit. Information is, you know, and it would almost be like a chat, but but an email, because they wouldn't a lot of times they would respond straight from their stuff, like comes back quick. It's almost like a chat with something. So so, basically, don't, don't kick against the prick. If you if you're if you're trying to, if you've done everything that you possibly can to try and convert that customer into a phone lead and then into a show, but they're not going for it, then don't fight against it. If they want to be an email lead and correspond on email. Then just go with it. I mean, don't create resistance for yourself. Right. No, but but initially at least you would try to. You think that? I mean you're the objective is through email engagement, whether they have a phone number and you can't get ahold of them or it's just an email is at least try to close them on the phone call from that, no matter what. Like I never would try to close appointments through email unless they were engaging like that, but I would always try to my clothes at that step of the stale was blows them on a phone call. Okay, I got a phone call scheduled. That's that's that. Then I'm going to close them on the appointment. Okay, so I mean it. Would you agree then? At least it goes without saying. I mean both of you have have the experience inside the dealership. But you know,...

...what I'm hearing is you want people on the phone. I mean that's your most qualified lead, right, and the reason for that, I mean it just goes back to the site, you know, prior to even prior to when there was email or internet or video or whatever it be. The psychology of selling as you know, from a set, from our perspective, you know, as far as you know, as far as selling, when you can communicate with a customer, you know, over the phone, then you can hear their voice and you can hear the words that I'm saying. And then when they're in the store, now you have that face to face part of it where you can show a lot more expression, hand gestures and whatnot to, you know, to sell and to show your product. And so that's why, you know, I never would try, like my phone calls typically were very short. I wouldn't. I wouldn't try and sell the car over the phone. I would get a little bit of information on, you know, what they think they might be looking at and what they're driving now, and then I would always go into hold. You know, we'll hate great news. You know, we actually just got a new shipment of Honda. Of course, I've really good availability. Speaking of which one, would you be available right now or later today work best for you? And it would be. You know, a lot of times it would just be as easy as that, just in setting the appointment and then be like well, I gotta you know, I'm more today, you know, possibly tomorrow, but I got to bring my wife and then, you know, handle it from there. But a lot of times if you can just keep the the phone call short and not try and sell the car about all of its accolades and awards and warranty and what not over the phone, then you know, again your focus is getting the appointment. But you need to it's an artcraft, a most you need to really get the training and the right way to do it to where it sounds, you know, where it's a genuine and I think that's that's part of what made me really successful is I would you know, I learned it and then I would be doing it so much and I trained on it of course, that it just it just became natural to where it wasn't a script, it wasn't you know, I didn't sound like a robot, it was just something that that came natural to me. Yep, and and that's, I think, where a lot of salespeople lack on the problem with on the phone is that there they don't have the preparation, they don't have the training and scripts and it's like when you just because you really, you know you're using scripts, does not mean you're reading from the script and a lot of people. They confuse that and the benefit of like, you know, having the scripts, knowing that the word tracks for the phone it. You know, when you don't have to wing it, your confidence level is skyrocketed, which is going to in you know, the the person on the other end of the phone's going to feel that. And you're not speaks you know, you're not investing energy and time into winging it. You know, because when you gets exhausting, right, right, preparation is is key. Right, I was thinking about sorry, go ahead, I was just going to I mean, just just like when I first got into the car business, you know, you get a little bit of training on these are the steps to the sale. You know, you get a you get a walk in, you meet and great you builderportor you investigate and you go you learn those those steps. It's kind of the same type of learning curve, except now you know the customers, not facetoface with you. Now the customers you know all. You know their name, email and possibly phone number. And how do you what are the steps to get that customer on the phone and then from the phone? What are the things that you say to you know, get them in this, get them in the store. Okay, so, good point. Good Point, good points. So, and I mean this kind of I was thinking about this the other day. Believe it or not, I've had my own customers, some of them, say to me that they don't credit it as a lead unless it's a web form submission, and that sounded so bizarre to me until what you what you guys were just talking about now, which kind of makes sense. You're talking about word tracks and kind of having scripts and not winging it. Do you think that some dealerships are kind of discrediting their phone leads because they don't have...

...perhaps confidence that comes as a result of training or education? But they're they're may be more comfortable with webform leads because, I mean what you know, when you sit down at your computer and you're sending an email to somebody, it's almost easier for you to know what to say and and, Michael, there's nothing that is more hot than an incoming phone call. Well, and that exactly. That's why I asked lead in the game. That's why I ask that that original question about phone leads. I mean, I understand it's leading and I know the value of of you know, in our own business getting people on the phone. But I wanted to say that because I know that there are dealerships listening in who maybe have that mindset where they are discrediting their phone leads and I wanted to kind of draw that that or align it with the fact that maybe it's there's a because there's a lack of confidence, because they don't have the right word tracks or scripts or properly know how to handle those leads to get the real value out of them. Well, yeah, I mean if you if you said, you know here, take a hundred phone calls and you just kind of winged it and you didn't see any result from it, then typically sales people and you know would get frustrated because they're not seeing results and they're like, oh, it's just another customer calling in. But if you, you know, get the training and you have the right recipe to convert that you know and you know the right steps to convert that phone phonely to get their contact information, you know, first last name, phone number, email and then set the appointment, then you're when, once you start seeing results, then the mindset almost changes. But it's demotivating for a lot of sales people to to take to take phone calls or in a leads for that matter, and knock it and when they don't get care from it, right. Yeah, yeah, it's because they start there, they stink at it. Like I'm I'm no good at golf, so I never want to play golf. Well, cool, fair enough, so that. But I mean, the thing that I love about this, and I think the both you would agree, is that this is something that's in your control. And typically when we fear things, it's because we feel like they're out of our control. But something in this case can be easily remedied. The fear of handling phone can can be easily remedied by educating yourself and training yourself and then applying what you learned so that it doesn't become a problem for you anymore. Yeah, well, you know, I'm just always so conscious of how many leads are kind of falling by the wayside because a lot that Eyler doesn't not handle them. Yeah, yeah, and, and I mean and it can be easily remedied with the right training, learning the right recipe for the right desired outcome and then applying it. And once you get comfortable with the phone and and and really start to dive in head first and and and learn as much as you can about handling the the inbound or outbound. There's really only the advantage is is that there's really only five caught, maybe six, different ways the conversation can go. And with that kind of you know, knowing that going in, then you can prepare yourself for what happens. If each one that's only five or six, it's easy to prepare yourself for each scenario, you know. So that's that's something that that gets so overlooked is the planning of listen, we know how it's going to go. Okay, yeah, but it might not go about price on this one. This one might be about availability or you know, my trade value, this and that, but you know in it, you know sure straight out where it's going to go. Just I mean again, it just goes back to like the foot. One of the first things that I learned is, you know, selling cars, was when the customers even at your desk and they say, you know, I want to think about it. Well, you learned of the you know, like a almost like a belt buckle of things to say back when they say I want to think about it or, you know, when they say like the payments too high or I don't have...

...the money or whatever. It is. Like you learn all those word tracks when the customer is is in the store, and so it's just kind of the taken that same mentality and learning the right things to say on the phone, you know, to close them to the appointment. So the amount of deals that are blown from just something as simple as saying the wrong things at the wrong time is mind blowing. Right, right, that they that you necessarily don't know right then and there on that phone call or in person with that person, that man, I just killed this deal by saying this. They're not letting you know that either, because they don't want the confrontation. Most people aren't going to want that confrontation right then and there. But when they're even believe it, you're you know, you're watching drive off for the last time. Right, right. Absolutely. Well, let me just tell you at lease is a wealth of information and it's information that she's learned through experience. She's been in the trenches on the front line. She's applied what we've been talking about today at least. Thank you so much for being with us today. Thank you, thanks for having me. I says Geek, you me to say, but I think you guys know I listen to to the dealer podcast, you know, every time you guys have one. So I'm I'm a huge I'm a huge fan, so it's I'm really thankful that I got to be on today. Well, we're a fan of you and you know, you covered some incredible things that will definitely help. I mean, if you're, if you're in a position at your dealership where you feel like man, there's got to be something I can do to kick things up a notch, to, you know, increase my show ratio. Here are some things that you can do. It's like at least talked about, you know, get a VIP pack together, just do things, think outside the box, and I think it, you know, it goes without saying at least. I mean you are always shared as an incredible example at any conference or event that goes on in the industry of just someone who thinks out, who thought outside the box to the point where it just turned into great profitability for you. So the things that you teach are absolutely vital. How can our listeners get in touch with you? I will, I'll give this to you and so you can put it in the notes, but my my phone number is area code eight, hundred and five four, forty one, three and three nine eight and my email is my first name. Else Eli se at phone, Ninja'Scom elitst what. How do you pronounce the last name again? What has I come on of it? On Adam? What is it? A dummy, Dommy, Tommy and so, Alice? I'll see you on Sunday. Right, Sunday? Yeah, yeah, yeah, I've got yeah, I'M gonna fly in on yeah, I'm flying in on Saturday. Actually, come to think of it, I find late Saturday. Yeah, you guys are going to be rocking out at the unfair advantage. Yes, mastermind group. Yeah, I'll be. That'll be a little. So I get to do breakout sessions on Sunday and I am first and like always, she is behind my coat tails. She's said name, rightliner. Yeah, so are you saying? What I'm gonna do is I'm gonna go out and talk about everything my stuff I have, and then go ahead and talk about all of her stuff too. And you know, great, and and you want to share your twitter handle as well, where people can follow you on twitter. Yeah, yeah, the twitter handle is the youtube diva. Great. So one word. You've got. You've got some events coming up. You've got the phone Ninja's thing going on again if you want to get in touch with the least kept part a dammy eight, five, four, one, three, three, ninety eight, and then on twitter at the Youtube devout. Thank you so much again. We'll talk to you soon. And...

...there you have it. That was again our friend Alice. Kept Heart. What is it? A dommy? A dommy at least kept heart of Dommy. Man, I've been saying that wrong for a long time. Again, she's you know, we were talking about how much we like when people like, at least people that we were genuinely have real friendships with. I mean not against anybody out you know, not trying to sound a certain way against anybody from our past episodes, but we, you know, we mightchael and myself we have a good relationship with or we always hang out because we're always traveling to all the same events and stuff. So we've definitely become friends. So the conversations are always interesting. Well, and I mean have this type end of itsual. Even just recently we had a very how I met your mother experience in Seattle which was so much fun. So, yeah, that's a great time now, you know, and I mean the thing I love about what we were talking about today is it's something that's so many dealerships need help with, you know, and I didn't get to we didn't get to any statistics, but I imagine, you know, a good percentage of dealerships in the United States, Canada, well and again around the world are just struggling to know what they can do, and so I love that she just kind of had a simple process. It's like, Hey, look, if you know your objective is to get people on the phone, if you can't get them on the phone, here are a couple of things, like she talked about the VIP pack where she put a cover letter and some testimonials and and a brochure that she would, you know, mail out. And I loved your point about how things have kind of gone reverse there, where it's like you're getting so many spam messages in your emailing box that it's almost cool. You know, it's a breath of fresh air to kind of go back to the yeah, Bro that takes us back to what what of in our first meet first couple episodes, first ten where we has to Troye Spring and he talks about that same that same theory, and really not theory, but that same strategy, that good male is still valuable and still converts and and that she's putting a lot of time and it's a personable packet and it's you know, nobody else is sending them. Yeah, and then and of course, just having you know, scripts that you can work off to make your own so that you know what to do. We talked a little bit about how, you know, there are those of you who maybe a little bit fearful of the phone, but that really is in your control to eliminate by educating yourself and by getting the training. So again, you know if you want to reach out to a lease I know she had loved it. Her phone number again, eight hund for forty one, three, three ninety eight, or you can connect with her on twitter at the Youtube Diva. Now listen to these links. Are At dealer playbook doc. That's right, that's right. That's what I was just going to say. Any three check out word it exactly. Jordan, the Jordan episode, the dealer playbookcom forward slash twenty three. Also, do us a favor we'd love to hear your feedback. So comment on the show notes, ask your questions. Will have a lease look through those as well and she can kind of jump into the conversation and we can jump in and and you know, the whole objective here is that we want as much learning to happen as possible. Also, do another favor, because we want you to constantly be learning what works and what you can be doing to expand your profitability. I want to just give a quick plug here one of my three favors, which is go check out Michael A SIRILLOCOM forward book. I've got a book coming out that's going to talk a lot about the online marketing aspect. You've got a connection here to alas. So we want you to connect that the dealer playbookcom for twenty three. And then, of course, the last thing is subscribe. We'd love for you to get the latest dealer playbook episode delivered right to your Inbox, complete with the show notes and link to the audio, so you can kind of take it with you whether you're in your commute to work, whether you're at the gym or whatever else you might be doing. Well, in the lawn or raking leaves as we're heading into the fall. We appreciate your support. We're so excited being listen to an over fifty countries. So yeah, thank you... much. Thank you here. We definitely appreciate that. We'll talk to you next time.

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