Question to the community?

[Jeff Kershner]

Come'on. What's wrong with a little peer pressure?

It's not like the world is coming to an end. I'm not saying you ridicule and poke fun at the person that's the complete F'up but whats the harm in using a few live good and bad examples for all to learn from?

 

[joe.pistell]

Come'on. What's wrong with a little peer pressure?

It's not like the world is coming to an end. I'm not saying you ridicule and poke fun at the person that's the complete F'up but whats the harm in using a few live good and bad examples for all to learn from?

Measuring management skill is not black or white, its a million shades of gray. If your team is led by a skilled manager that has respect from the floor then by all means have fun.

In my experiences of the last decade, the management has been on the dark side of the scale. Zero coaching skills. Motivation is administered via SCREAMING ultimatums or just good old fashioned spineless back stabbing. I've over heard a manager publicly state on the sales floor "I want to see Salesman Bobby get run over by a bus right out front, have it stall on top of him then have the engine catch on fire",or, "you are the worst saleman ever Peter, you get your shit together now or your fired".

Most all managers are sales reps that are in way over their head. There is a desperate need of leadership training. It reminds me of the lottery winners that blow thru their cash and end up back in a double wide.

 

[john.quinn]

This is Sales... at least one guy here this week is going to be gone next week... play his calls for the group

 

[Stefan]

Careful Doug, AVOID PUBLIC DISPLAYS AT ALL COSTS. Use the recorded calls for followup with reps, for one on one coaching tools and for strategic use (some reps should not take phone ups... period).

I must agree 100%.

Lexus store, we played the best and the worst call. Big mistake! After they heard the worst call half of the sales staff would not pick up a sales call!!! Ouch. This included some of our top sales people.

Not much progress in 6 months:


Toyota store, we only played the best call and also paid the best call $100.00 spiff. As a result the sales staff started to compete, got some perfect calls and the store benefits from it

Consistent progress every month:


P.S. Thank you Jerry.

 

[Jerry Thibeau]

One on one coaching is the ONLY way to manage. Now, how do we convince our sales managers they have enough time to do that

They don't have the time and why have a six figure person do this when you can hire Phone Ninjas to do it more efficiently!

 

[Jerry Thibeau]

Thanks for sharing your progress on the Phone Ninja program Stefan. Your Lexus store was improving and plateaued. We'll get the needle moving again. Nice job by your team at Toyota!

 

[ddavis]

Being able to listen to the calls is a phenomenal tool. It isn't my style to embarrass people especially in front of their peers. Lately, I've kept the flogging to a minimum but I might revisit that if Quinn ever gets to Arizona.

Everyone of us blows phone calls. You either don't mesh with the customer or you get distracted. I'm sure someone could bring out one of mine that sucked.

I do bring salespeople to my office to listen to a phone call. "How could you have handled this better". "Instead of saying this, what if you would have said ....."

 

[Eley Duke]

Hey gang, is no one calling the competition?? Don't play your calls in a sales meeting, that's going to get you no where with your team and they all be looking over their shoulder with the "who's next to get embarrassed" in the sales meeting. Instead, coach your team one on one and help them to improve their skills.

MYSTRY SHOP YOUR COMPETITION!!! This is what you need to do in a sales meeting or group training exercise, let them hear how the other guys suck, they will get the message if they suck and you'll have fun! We did this when Jerry came to train our team and our closest competition was horrible, automated receptionist (major FAIL in my book) and we had to push 3 numbers to get to a live person, then they transferred us to the dealership we were calling, and it rang forever. Took us 3 mins to talk to someone about a new vehicle! This is a great way to motivate your team, then coach them one on one. Calling your competition and mystery shopping them with your team listening is great training without embarrassing or humiliating anyone on your own team.

 

[Eley Duke]

And I forgot to add don't leave out your service and parts advisors! They need good phone skills as well. Get them in a room and mystry shop the competition, we are doing this now with our service advisors, and it's make a difference. Do you want your service customer to hear: "service John here.....yep.....uh hu.....yeah just come on in". no, you want them to hear "good afternoon Duke service this is John, how may I help you" followed by yes and no mam, getting phone number, full name and email to confirm the appointment - and then market them!