NetForum - Message Replies

Forum: Idea Exchange

Topic: Customer Follow Up And Referrals

Posted by: Adam J. Gallek (Adamg.jeffschevy@zoominternet.net )
Organization:D'Ambrosio Chevrolet
Date posted: Tue Dec 21 16:48:43 2004
Subject: Ideas
Message:
I'm relativly new to this business, I started about 6 months ago in July. The dealership I'm at is in a country setting, I see amish horse and buggys go by on the road a couple times a week. I've actually gotten off to a good start here, last month I was the highest grosser on cars and warrenties in the dealership, and I made salesman of the month. Most of my business has been ups from the lot, and a few phone ups. I haven't seen much referral business which is understandable since I haven't been doing this very long and only have about 70 customers in my database. I don't want to have to rely on the lot traffic to make my money however, so I've always called up past customers and done my follow up, but I never seem to get any referrals from that. We do both new and used cars here, and it was suggested that to me that I don't call used car customers because I'm just asking for trouble. I realize the potential for probloms there, but also realize that used cars hold the highest gross. I have no problom calling up and asking how the car is, how they are, how things in general are going, but when it comes time to ask for the referral I either don't know what so say so I end the conversation, or stumble out something to which the response is no, or not really. I've handed out your cards is the best answer to "Do you know anyone looking for a car in the near future?" I guess I'm just looking for some suggestions on good ways to ask for the refferal, ideas on what to say, when to ask for it, because what I've been doing doesn't seem to effective. I know I need to improve it, I can't depend on lot traffic to earn my living. I usually ask how things in general are going, the wife, the kids, the car, if it's a new car customer and it's my first follow up I make sure they can answer everything compleatly satisfied. Then I'm just get at a loss when it comes time to ask for the refferal. In my mind I'm expecting "So do you know anyone looking for a car?" "Yea actually my (insert relation here) is, let me give you their number" Is this not what I should be expecting? I've tried asking it a few different ways, but that doesn't seem to help either. I apologize for the long winded post, but I figured the more detailed I was, the more accurate the information recieved might be. Thanks in advance for you Ideas Adam J. Gallek D'Ambrosio Chevrolet

Subject: heres what i found
Reply Posted by: veronica (roni@powerweb.net )
Organization: chrysler
Date Posted: Wed Dec 22 13:55:17 2004
Message:
I am having the same problem and I found some great information threw the joe verde website and newsletter. Here are some questions you can ask.
While I have you on the phone let me update my records.
How many drivers are in your family?
How many vehicles do you currently have?
Out of the drivers in your family who is the next in line for a new vehicle? When do you think that would be? What kind of vehicle do you think they are going towards?

I know these arent refferals but it is a start. The only thing I know is when you ask for refferals narrow it down to their family, people at work, or their friends. If you narrow it down they will more likely remember.

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