Turnover is NOT the problem!
High salesperson turnover getting worse, study finds: Automotive News Headline Dec. 2014
I have been reading about high turnover and the lack of quality sales candidates for over 25 years. It seems like nothing has really changed. Turnover is NOT the problem; it is only a symptom of the real problem. And it's NOT the only symptom. Declining gross, over valued trade ins and poor industry reputation are also signs of a much bigger problem:
Today's Sales Professionals lack the Training and Success Models they need to Succeed!
What does training look like in most automobile dealerships?
New Salespeople are usually put in front of a computer to complete manufacturer "certification."
This training is lovely for product knowledge, but does little:
- to prepare them for the real customer experience.
- to prepare them to build trust, desire and value.
- to improve their sales skills like listening, asking good questions, or overcoming objections.
- to develop their closing and negotiating skills.
- to help them be proactive and manage their day.
- to create a clear vision for their new career.
- to teach them to take personal responsibility for the wherewithal.
In short, it does VERY little to help them succeed. Unfortunately, for most that is where their training ends!
In other cases, recruiting companies screen new candidates and give them a one week introduction course. Some of these courses are good, but can only do little to create real lasting knowledge or skill. It gives candidates enough knowledge to interview well. Unfortunately, dealers hire these candidates expecting more then they are able to give without proper ongoing training. Again, this is where their training ends.
In truth most Automobile Salespeople get less Sales Training then the average Kentucky Fried Chicken cook gets! (Unfortunately, the KFC reference is from personal experience!)
Weird thought: What if plumbers got as little training as Automobile Sales Personnel get? That would be messy!
How much Sales Training has your Sales team had?
The Real Solution:
The solution is consistent and ongoing training that develops knowledge, beliefs and skills!
We need to ensure every team member knows what their role is, knows what doing a good job looks like, and is prepared to react appropriately to the challenges they face everyday! In short, we need to ensure they get the thinking, training and tools they need to succeed!
Automotive Sales Coach uses Lombardi's 5 keys to ensure your team has the knowledge and skill they need to succeed!
1 Make sure they know WHAT to do!Before anyone can be accountable, they first must know what to do! They need a concise road map and success model to follow.
2 Help them understand WHY it is important!The WHY provides us with the WIFM or personal benefit. Your team's belief in what they do is the critical motivator they need to perform consistently!
3 Show them HOW to do it!People learn by seeing. We must teach by example. Teaching our people to do things better will create better results!
4 Make sure they CAN do it!Skill is developed by practice and repetition. Jack Nicklaus is famous for the quote, "The more I practice, the luckier I get." Training must include skill drills.
5 Ensure they are doing it! We must inspect what we expect. We need to develop hybrid belief/police management principles to ensure what we are doing the job we agreed to do. Without accountability we cannot perform at our best!
As an industry, isn't it time we quit talking about turnover (any other symptoms) and start taking action to develop our people?
How will we change our results if we do not change our actions?
Better people, doing things better, create better results!
Do you have an effective training plan in place? Automotive Sales Coach can help. Our training Co-Op provides today's dealerships with affordable, proven, professional, ongoing in store training to help them:
1. Sell more cars! 2. Hold more gross! 3. Create excited, loyal, lifetime customers and employees, profitably!
Call or email ASC today to schedule a free consultation and receive a free manager training session!
David Lowe, Owner Automotive Sales Coach, LLC david@automotivesalescoach.com cell/text: 317-385-7485 Inspiring today's Sales Professionals to become students of excellence!
Important relating upcoming posts: Why don't Dealers Train? What does effective training look like? What are the benefits of a training culture?
For related info see Dec 16, 2014 Post: Talent vs. Skill: the truth behind todays shrinking gross P.V.R.
6x Salesforce Certified - Senior Success Guide at Salesforce
10 å¹´Training and following thru with it is crucial
Chief Operating Officer - People-First Leadership | Strategic Growth | Institutional Excellence
10 å¹´Invest wisely; begin with training and mentoring.
???Life is Sales & Service ????
10 å¹´The ReyRey database posts 50 sold clients per page. I had 64 pages when I was fired from a 16 year Sales Career. A Top Tier CSI status with a 75% retention ratio. You are correct. Management and an Excel Spreadsheet are entirely to blame. Training falls on Management. Not on the Salespeople.
Technical Product Sales and Service Specialist
10 å¹´I agree. Training is an important part after hiring the right people. Then you must provide a sane working environment and simple and consistent pay plans. I think you will find the best customer experience(s) and the most repeat buyers are with the products with lower volume, higher quality and higher margin. These operations (usually smaller more productive sales force) have lower turnover of customers and sales force and get more margin to the bottom line.
Battery Business Development Manager North America and Product Manager BTS Systems at Tektronix-EA Elektro-Automatik
10 å¹´Great insight David