From Digital to Physical

1. From Digital to Physical How to Improve Your Volume and Gross Overnight!

2. THIS WORKSHOP PROUDLY SPONSORED BY…

4. Clock Tower of St. Nicholas Collegiate Church in Galway, Ireland. Legend has it there is no clock on one side of the tower because that side of town was delinquent in its taxes. Some say this is the origin of the phrase, he wouldn’t “give the time of day”.

5. “That’s been one of my mantras – focus and simplicity. Simply can be harder than complex: You have to work hard to get your thinking clean to make it simple. But it’s worth it in the end because once you get there, you can move mountains.” Steve JobsFounder & Former CEO, Apple

6. Here’s What You Will Learn… • The social impact • Learn the unseen impact of social media – the little things that make the big difference in reputation management. • 2. Do you have a point of attraction? • You may declare your brand – but the guest experience defines it! • Learn to create a competitive advantage at every touch point. • 3. Consumers and your real potential in the digital era • Learn to recognize the opportunities that exist right under your nose to increase volume and gross without spending a nickel!

7. 8 Out of 10 Americans are Regularly ‘Online’Internet Users as Percentage of Population – Source: World Bank Data 2011

8. At Every Hour of the Day, Consumers are OnlineHabits of Online Newspaper Readers – By Device, By Time of Day

10. 65% Of Facebook users are 35 or older

11. 63% Of Pinterest users are 35 or older

12. 55% Of Twitter users are 35 or older

13. 79% Of LinkedIn users are 35 or older

16. Zero Moment of Truth

20. So what does this all mean?

21. Transaction Ready

22. Challenges • Highly competitive sector – habits already formed • Car Dealers less trusted than sex workers, bankers & journalists* • Revolving door market – absolutely in and absolutely out *Source: Readers Digest Annual Trust Survey, 2011

23. “If you wish to change the behavior, First change the experience.”

24. Let’sLook in the Mirror • What do we look like to our potential customers? • Why would they buy from us? • How do we really treat them?

25. To connect we need to deliver across 3 pillars

26. BRAND BENEFIT EXPERIENCE

28. Who was Ray Kroc? 1954Ray was a Multimaker MilkshakeMaker salesman 1955Ray Kroc invested with Dick & Mac Macdonald to provide a consistent product (benefit in a consistent way experience) under one consistent brand

29. And McDonald's was born

32. And by 1958… • Sold 100 Million burgers • And today… • 31,000 restaurants • 1.5 million employees • 68 million customers daily • Assets of $32 billion

34. Out of the Box... …Onto the Phone… …Into the Showroom

35. 54% of consumers select their Dealer online based on their website and response time* 85% are heavily influenced by their experience with the Sales Consultant at the Dealership* 80% reflect on their purchase experience onlineafter the fact *Source: Google

36. We would increase our sales and gross if our Sales Consultants… 1. Took every guest seriously instead of pre-qualifying? YES NO

37. We would increase our sales and gross if our Sales Consultants… 2. Took the time to open the sale before they tried to close it? YES NO

38. Setting the Agenda… “What I would like to do with your permission is to show you a couple of vehicles have a drive in the vehicle of your choice then come back and have a look at your vehicle. I’ll then show you some figures. I know if you like what you see you’ll probably say yes and if you don’t like what you see, you’ll definitely say no and I’ll ask you why. Is all that okay with you?” Facts About Follow-Up

39. FIND A FRIEND FIND A CAR FIND A COMMITMENT FIND A MANAGER

40. We would increase our sales and gross if our Sales Consultants… 3. Gave better presentations? YES NO

41. We would increase our sales and gross if our Sales Consultants… 4. Demonstrated the vehicle? YES NO

42. We would increase our sales and gross if our Sales Consultants… 5. Built more value in owning the vehicle? YES NO

43. We would increase our sales and gross if our Sales Consultants… 6. Increased write-ups and asked everyone to buy? YES NO

44. We would increase our sales and gross if our Dealership… 7. Focused ferociously on follow-up? YES NO

45. WHY?

46. 90% Of consumers who didn’t buy a vehicle were never contacted again after they left the dealership

47. And that’s unfortunate because… 33% Of consumers who leave without buying would come back if they were given a good reason

48. And even more important… 67% Of consumers who do come back in buy the vehicle

49. “You can’t expect to meet the challenges of • today with yesterday’s tools and still be • in business tomorrow.”

50. This Is Not The End.…. Just the Beginning Of Your Greater Success In Improving Your Volume And Gross Overnight