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Repeat Business

Repeat Business. Sam Dantzler Powersports Industry Consultant. Sam Dantzler - President Junior Inc, Founder, Sam ’ s Powersports Garage. Former President and CEO of RPMG Long-time industry trainer with Lemco Management Group Moderator for H-D Performance Groups

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Repeat Business

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  1. Repeat Business • Sam Dantzler • Powersports Industry Consultant

  2. Sam Dantzler - President Junior Inc,Founder, Sam’s Powersports Garage • Former President and CEO of RPMG • Long-time industry trainer with Lemco Management Group • Moderator for H-D Performance Groups • Moderator for Triumph Performance Groups • Independent consultant for H-D, Triumph, Polaris, Ducati • Enthusiast having owned 56 motorcycles

  3. What do you actually sell? • Boats? • Finance? • Parts & Accessories? • Time or Labor? • You sell ESCAPE

  4. Purchase, Experience, Behavior

  5. Experience trumps all • The Lexus Experience • Harley's in the Winter

  6. Welcome to your Bucket One • What is YOUR Bucket One? • WHY is it your Bucket One? • What percent of America owns a powersports prod? • 7%, simple math • 3-4%, reality

  7. Bucket One, Con’t • This IS their Bucket One! • We look for opportunities to part with our money inside of our own Bucket One. • Trunkie

  8. Clerking vs. Selling • Can I help you? • May I help you? • Is there something that I can help you find? • Are you finding everything all right? • Can I point you in the right direction?

  9. Perception is Reality ! Jack Pelton – CEO Cessna Chairman, President and CEO for Cessna Aircraft Company

  10. Customer Inclusion in the Show • Ignored. Didn’t care. Employees laughing and joking, etc… • Perception is Reality. Include him/her! • FISH! • Attitude • Play • Make Their Day • Be Present

  11. The Show Scott Fischer Former multi-line metric dealer Currently owns 4 H-D dealerships

  12. A Premium Brand… • Brand is the dealership • Competition is the marketplace • Giving the dealership tour, telling the history • Goal of the store is, “Wow, what an experience • Retaining existing customer base for current & future sales

  13. Follow-Up, how/when/how often?? • What is “Follow-up?” • Who do you take calls from? • How many touches until purchase? • What’s your goal of the “touch?” • 1 - Leverage the relationship to drive traffic • 2 - Leverage the traffic to expedite touches

  14. Follow-Up, how/when/how often?? • Respect the manner in which the customer wants to be contacted (phone, email, text) • QR Codes!

  15. Keep Score • “Come over and watch the game!” • Your emotion is tied to the score of the game. • Everyone wants to WIN. You can’t WIN if you don’t keep score.

  16. Keep Score! • What is your current closing percentage? • What is your current F&I PUS? • What is your current Line Item per ticket (LIPT)? • What is your current Open-2-Buy? • What is your current P&A per Repair Order?

  17. What’s the OTHER triangle worth? • Salespeople typically stop at, “Tail lights down the road.” Per the MIC, how often will that person trade up?

  18. Cultivating or Harvesting

  19. Summary • Experience & people over product • Establish relationships • Leverage relationships to drive traffic • Keep score • Hold yourself and employees accountable • Create customers for life • The sale ends when YOU do

  20. How to find me! • Sam Dantzler www.samdantzler.com sdantzler@samdantzler.com, OR www.samspowersportsgarage.com sam@samspowersportsgarage.com

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