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Forum: Idea Exchange
Topic: Be Back Percentage
Topic Posted by: Joe Boyer (jboyer@ocslink.com )Organization: Neil Norton Cadillac/Pontiac
Date Posted: Wed Jul 14 23:13:12 EDT 1999
Topic Description: As a new salesperson, I would very much appreciate any hints for increasing my be back ratio.
Posted by: Ken Nix (kpnix@hotmail.com )
Organization:Herzog-Meier VW
Date posted: Wed Aug 2 7:31:48 2000
Subject: Sell Yourself!
Message:
Before I get into selling yourself, first here's a quick tip to increase sales when bebacks come back. When you first meet them take a copy of their drivers license. Now, paste their pic to your follow up card or scan into your computer. Better yet, sharp is introducing a watch this month that has a built in digital camera for $199. And it holds 100 pics with names and addresses. Great for putting a face with the name!. On to selling yourself. Each customer I have, I give a little spill to about how my main focus is not if I sell them a car. But, that they are happy with me. I tell a true story how my father drove 130 miles to buy cars from one person for 30 years! During selling myself. I explain that I will ask them for referrals even if I don't sell them a car. This opens a new avenue for business. If I don't sell them a car I still call and ask who do you know that will be purchasing a vehicle next? It's suprising how many referrals I've sold cars to that came from customers who never bought a car from me. Remember you may not always have the vehicle that meets their needs. But they may have wanted to buy from you anyway.
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| Ken Nix | Wed Aug 2 7:53:19 2000 | ||
| Chris Parra | Tue Nov 19 8:26:11 2002 |
Posted by: Alex Shevat (ashevat@aol.com )
Organization:Gary Smith Honda
Date posted: Thu Jul 29 10:12:00 EDT 1999
Subject: Be Backs
Message:
I keep my prospective customers very comfortable, and display to them that I am listening to their needs. I don't pressure them in any way to buy today, or to buy a particular type of vehicle. I let them drive as many vehicles as they want. When speaking to them be confident in what you are saying and be sincere; be sure your body
language says the same thing! Most important is to be sure you are truley listening to their needs. Then, when they are be backs, you'll know just what vehicle to drive in the delivery area!
Posted by: walter garcia (waltgarcia@aol.com )
Organization:walter garcia
Date posted: Fri Jul 23 14:16:55 EDT 1999
Subject: Bee Backs
Message:
In order to get Bee Backs in to your facility, you must give them the opportunity to come back, most people do not come back, for the simple reason to save face, always tell your customer before they leave, that they always have the right to change their minds, you must agree to disagree with your guest, yo have to let them know that you will be there for them if they do come back, always tell your customers to come back, invite them back, try to set another appointment with them after they had time to think, always follow up with your guest, after they leave your facility, make the call, call as soon as they leave by leaving a message in their recorder or voice mail (you know they are not home because they just left you) this is the most effective Way of follow up, and when they call you offer them alternatives, different priced product, save them money, let them bump themselves. You can always take the product to them. give them a picture of the product with a brochure, buy a Polariod, maybe one fo the new disposable, give them information overload, fax things to them, product specification, prices with alternatives, a letter with reasons to buy from you or your company, competition prices.
any time you give a price, always say this statement "the price is $____________ and we wouldn't expect you to do business with us unless the figures are agreeable, fair enough?"
Just a taste of what the master can do and teach.
Walter.
100%
Posted by: Randy Brooks (broo@localaccess.com )
Organization:Lincoln Mercury of Olympia
Date posted: Tue Jul 20 0:18:00 EDT 1999
Subject: Be Backs
Message:
I succeed in getting "be-backs" back by being unpredictable.
Please understand that I'm no genius and I try to be one of the most humble guys at our dealership.
While others are busy saying good bye to customers hoping they'll come back I am busy planting land mines in the customers head to prevent them from even focussing on what the salesmen say at the next five places they visit here in the multi-dealer auto mall environment I work in. I don't "sewer" the client on other dealers/product lines. What I do instead is differentiate our dealership's way of doing business from everybody else. I will also play on the same method to get the customer to see me as a unique individual worthy of earning their business. I also must "double down" my bets by trying turns early before the client gets tired out. I work to establish "mental commitment" from the client on the first visit by doing whatever it takes. I will doorstep cars, buy dinners, pay incentive fees, whatever. I stick with being unpredictable in a light, humorous manner that doggedly searches for the snake that keeps the deal from happening. I will plant doorways on the departure of the customer, "finding a question that needs to be answered" that I use to re-call the customer later that night and then the following morning.
Here's a funny way to get the customer to go straight home without visiting anymore car dealerships. Get your dealer to buy gallon containers of ice cream and keep them in your fridge. When you sense the right customer; somebody who plans to buy right away and wants to shop around; remember that the customer is the winner of a gallon of ice cream. As they drive down the street they can't stop anywhere because of the huge container of slowly thawing ice cream. Then call them in a few hours and ask them how they liked the ice cream and invite them back. They'll be gratified, you'll be unique in your area and the huge size of the ice cream container is what kept them from shopping. PS-Every now and then as a matter of quality control you and the rest of the sales staff should cut down one of these bad boys to make sure it is of customer quality :)~
I learned this from Janice Ashcroft of Texas. If you're out there Janice, hello and viva American Mobile Homes.
Posted by: Lou Donin (lbdonin@aol.com )
Organization:Lexus of Portland
Date posted: Mon Jul 19 13:53:50 EDT 1999
Subject: Be Backs
Message:
Of course, everything depends on the specific circumstances.
If they seem very interested, but you just can't get them to commit, LEND them the car for an afternoon or overnight. Tell them it's a great way to see what it would be like to "own" the car...take it to lunch, shopping, dinner, whatever. It's better than a test drive with a salesman in the back seat!
If that doesn't work and or is not feasible, STAY IN TOUCH with them. If they say they will "be back" - ask them WHEN will they be back and make an appointment with them to be back. Call them the day before to "confirm the appointment" because you have several appointments that day and you want to insure that you will be available for them, right?
If they don't show up, call them back. "Sorry, I missed you..did something come up? How does 2 this afternoon sound?"
STAY IN TOUCH until they buy a car from you or from somebody else?
Good luck,
Lou
Posted by:Randy May (thedodgeman@juno.com )
Organization:Dick's Country Dodge
Date posted: Sun Jul 18 3:57:30 EDT 1999
Subject: Be Backs
Message:
To increase be back rates for unsold customers, I try to follow quick. The same day of the visit. Also, I try to send thank you cards to unsold cust. I thank them for coming in and thank them in advance for the next opportunity to serve them and then follow by phone. What happens on th ephone call is very important. They need new info and exitment. Just calling to say "Hi and do you want the car yet" has not worked for me. Also there are many ways to leave messages in doing follow up. Some types of messages get me many more call backs than others. By the way, leaving a message is not my desire, it is only after a couple of attempts and some contact becomes better than none. I am thinking about having a third party (my wife) call as a survey mode. Asking questions like how was you visit, knowledgeable salesperson? Informative? Demo Drive? Why did you not buythere? Can the dealership earn your business? What would they need to do to eran you business on your next car? etc.... That is still just a raw idea. I have watched some training on using the phone and especially calling unsold cust on ASTN. Also there is the idea of the turn. Turn to one of my buddies if I am not making it and let them call almost as a cold call. Treat it just like a turn on the lot but it's not. That is another one I do not use enough. A time or two is all.
Posted by: Joel (oneprice@gte.net )
Organization:Winner Lincoln Mercury
Date posted: Fri Jul 16 11:21:56 EDT 1999
Subject: Be-back
Message:
Quote "When you can present your own ideas clearly, specifically, visually and most important, contextually--
in the context of a deep understanding of another person's paradigms and concerns--you significantly increase the credibility of your ideas."
Follow up and continue establishing rapport and building value
| D'Ann | Mon Sep 11 11:28:36 2000 |
Posted by: Jim
Date posted: Wed Jul 21 5:02:35 EDT 1999
Subject: Be Backs
Message:
I came from a career in a different industry after many years. I did not know much about sales or cars and I was not sure how I would do. I did know that when I went shopping for anything that could be thought of as a large purchase, I always purchased from the person that followed up with a phone call and a note. I started doing this. I was told not to count on be-backs because they would buy elsewhere. I wanted to do my best to keep them from doing so. I made sure I had a phone number and address if at all possible, if not I would look their name up in the phone book. I made sure that the next day I would call them, and tell them something new which I had not mentioned at the time they were at the dealership. I also sent them a thank you for their time with me, if you have postcards they work well. The idea is to make yourself and your dealership different from others and make them feel special. I find that most car salesmen are lazy and not willing to do the extra to get the people back. Sorry if I hit a sore spot, but it is true. Make the customer feel special and they will come back. Don't be afraid of the phone, I have never had anyone upset because I called them. I feel that by follow up and staying away form the bull pen (the group that stands outside and talks about how slow the traffic is and how they could make more money at another dealership) you will sell may more cars.
Also if I call someone and they have purchased elsewhere, I don't give up. I figure that they will be purchasing again in a couple of years so I put then on my follow up list and make a reason to send them a note once a month. Make up things, Christmas cards, birthday cards...Find out when their anniversary is and send them an anniversay card. There is a holiday for almost every month. I will call once in a while and just hi. I always call on the birthday and anniversary. I promise you that the person that sold them their car isn't following up as well as you are. When they are ready for a new car or when they hear of someone looking for a car, they will send them to you. You don't even need to ask for referrals, they will come, just make sure you always pay a bird-dog or buy them dinner.
If you are wondering if this really does work, I have been in the car business for 2 years. I take no ups unless I am asked to by the sales manager. I live on the phone, calling orphan owners and anyone who has ever used the service department. I must tell you that I also am given almost all the "spooners" by upper management and the owners because they know I will follow up.
Good luck, I hope you find this useful.
Posted by: Charles L. Smith (clssr@aol.com )
Date posted: Fri Jul 16 3:27:03 EDT 1999
Subject: Be-Backs
Message:
The true be-back doesn't purchase the first time around,so what you do within the first three hours after your customer
leaves will increase your be-back sales. It's very simple you just call and thank them for coming to your dealership.
In todays fast world most sales people do not say thank you to a customer that visited your showroom.
warm regards,
charlie
Posted by: Andy Weisberg (redcar22@aol.com )
Date posted: Thu Jul 15 20:24:35 EDT 1999
Subject: Be Back percentage
Message:
As long as you treat every customer as a BUYER, do what you do best. Present your vehicle with features ,advantages, and let the customer know why it will benefit them you WILL
get the be back traffic count up for yourself. I've done this for four years now and have a 55-60% be back ratio. Also when they do return don't forget to re-demo and reinforce the information they already have.
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| Chris Parra | Thu Jul 15 21:17:39 EDT 1999 | ||
| Chris Parra | Mon Oct 25 15:44:23 EDT 1999 | ||
| Chance Henderson | Thu May 18 11:19:21 EDT 2000 |
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