Train Your Agents On Unsold Showroom Traffic Calls

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And welcome back to another volley rally. Have Kyle Disher here once again for the third part of our mini series here, going over some of the types of calls that your agents are going to be making out of the store and walking us through what he sees a successful call looking like and critiquing some of the. The troubles that he sees. Kyle, how's it going today?

Going excellent, sir. How are you doing?

Wonderful. Excited to get through this. The last couple have been pretty fun. Today we're going to be talking about an unsold showroom traffic call and. Yeah, what are your thoughts on that?

So we're gonna do five hours worth of training in five minutes here, and we'll walk through everything from how to set the unsold showroom traffic call up the right way to a call guide that you could use to sell the appointment.

Let's do it.

All right, cool. So if we look in CRMs, we usually see maybe one phone number and we see one email address. Okay. We're talking unsold. Show them traffic. This person came into the dealership yesterday and they didn't buy a car. I got the best shot of selling this person a car if I could reach them. If I can't reach them, I can't sell them. So when I look in the CRM and I see one phone number and I see thug life. Get that money. 42@yahoo.com and as the email address, I know I might have trouble. I got. I don't need to look, but I'll look. I got. I got 57,000 unread emails in my personal email, and I got 21 unread emails in my work email. Okay, so if I was going to give you an email address at a car dealership, do you think I would give you my personal email that I got 47 or 57,000 emails unread, or would I give you my work email? What email would I give you?

You're going to give them the personal.

Email that I'm never going to read. Right. So when you're working with these buyers, you just got to ask them, hey, is Barney Dinosaur Unicorn, the email that you check every day? Is that your. If I got something important, I got to send you. What's your. What's your other email? Get two email addresses. You're going to get a lot more reads. Get two phone numbers. And you could do this throughout the sales process. You got the greeting. You, you got fact finding. You got the demo. You got presenting figures. You got the manager to. You got Other places throughout there where you can get the information early, can't reach the buyer, can't sell the buyer. And I'm leading with this because it makes such a difference.

Definitely makes sense. So just to back up a second there on, you know, you said make sure to get two emails, get a, you know, definitely makes sense. Get two phone numbers. What do you typically, you know, I personally only have one phone number. I have one cell. That's, that's all I got. You know what, what other types of phone numbers do you try to get for people, their work number?

Just ask. You just ask what, what you have. And if I was work with you, I'd say Jake is the number you gave me. Is that your cell phone?

Yes.

Is that the best number to reach you?

Yes.

If I missed you at that number. Is there a, a next number that you do during. More into the day or is that it?

That is it.

I just ask, you know, that's it. And you know what's funny? How many phone numbers on your business card, Jake?

One, actually.

You don't have the volley number.

Two. I don't, I don't know. Let's look, let's see, let's find out. Let me grab my, my wallet here, take a look at this. Nope, just. I have volley.com on here. Just my phone number.

Sweet. So I could get, if I'm being insanely aggressive, I can get another phone number for Jake. I can call volley and ask for him. But if you get somebody's business card, usually you get a couple phone numbers that way too. Jake's right though. Jake is 97 years old, as you could tell, and most 97 year olds only have a cell phone number. So, you know, if you have a Gen X, gen Z, gen, whatever, and they only have the one phone number, that's fine. At least ask. But I guarantee you this. How many emails do you got, Jake?

Seven.

Yeah, so just make sure you get the email that Jake actually checks.

Yeah, that makes a ton of sense. And I'm a millennial, for the record.

Cool. Awesome. He's not 97. You know, I'm a millennial too. Believe it or not, I'm, I'm an elder millennial.

Oh, what? What is it? It's like 84 to, to 96 or something. Or 82 to 96. So.

How dare you? How dare you. It's 81.

81. Well, there you go. Both ends of the spectrum here.

There you go. I've been told I'm on the spectrum before. That's good.

Hey, you know, that's your business. Let's go ahead and let's get to what you see as a. So you got the right email. You're making the phone call. You get a hold of the guy. What do you like to see?

All right, what I like to see is different than what I see. So usually what people do, and it makes sense, right? I don't even like making this phone call. A lot of times, to be honest, I hate it. This is my least favorite phone call to make in the industry because I like things that are fresh. I like things that are clean. I spent three hours with Jake last night. Jake told me 47 times that the price of the car is too high. So instinctively, I call Jake a lot of times, and I go, hey, Jake, is the price of the car still too high? Have you thought about how much money it is? And that's a mistake, because Jake told me the price of the car was too high for an hour. And then he went to another dealership last night, and the other dealership told him that the price was even higher. Jake went online and found out I was actually giving him a good deal. And is Jake gonna go, oh, man, I'm sorry. I made a big mistake. You were right. I should pay more for the car. No, he's gonna defend his position. So biggest rule, when you call these. If this is all you get out of this, let the objection come from the buyer. Don't give them the objection. I'm not gonna call Jake and ask him, hey, is the price still too high? I'm going to call Jake and I'm going to say, hey, Jake, the reason I'm calling you is I just want to thank you for coming in last night. I really appreciate you taking the time. Thank you so much. And then I dropped that big, fat P word right in his ear. What's the big fat P word, Jake?

Pause.

Yeah, it's on the call guide there.

I wasn't looking at the call guide. I was looking at you.

I appreciate it. It's all good. So I just pause. I just wait. That was a very good guess for not having the call guide in front of you. So that's a good P word, price. But the one I'm looking for is pause. I just wait. If Jake's pricing objection from last night is still on the tip of his tongue, he may say, oh, yeah, man, you know, I thought about the. The. The. The price. But most of the time when I call and I go, hey, Jake, the reason I'm calling you I just want to thank you for taking the time and visit us last night. I, I, I really appreciate it. And I pause. He says this. Oh, yeah, you know what? You were great. And thank you for taking the time. It's just a nice, clean, easy way to start the call. So start the deal fresh, start the deal clean. Start with a thank you. And then I got the questions on the next piece here. And I'm just going to flip through the car deal. Hey, Jake, I also wanted to see if you had any unanswered questions. Now I'll answer for Jake because I'm going to get through this. Then we'll, we'll do a live role play. He may have a question. He usually doesn't. He goes, no, no, no, you were great. If there is a question, though, he could hit me with it. How did you like the vehicle? And Jake, you could answer. How'd you like the vehicle? Jake?

The vehicle is great.

Oh, cool. What was great about it?

Well, it's pretty much the same as my new, as my current car, but it's got a lot of the new bells and whistles. You know, got the, the Bluetooth screen. Bluetooth, you know, the screen and the Bluetooth connectivity with the phone and all that jazz.

Yeah, absolutely. Now look what he did. He did what real customers did just instinctively. He did it by accident or on purpose. So he said, oh, it's great. I know he likes the car. How do I know he likes the car? Because he came in on his day off and spent four hours with me yesterday. So the reason I do this is it's a positive way to say, is there anything that you didn't like? How'd you like the car? If he goes, oh, it sucks. I know, I gotta flip cars. Usually what happens though, is he talks about those things that he liked, and then that gives me ammunition. But to sell an appointment at the end of this call. Now the next question. If I got a room full of strangers, if I'm at a convention or something and I put this call guide on the screen, here's where they go. Well, why would you ask this? It's because whatever we did last night didn't work. So I need to get in and figure out what's up with the deal. Jake, what are you comparing the vehicle to?

Well, I mean, primarily my current car. You know, if you're asking what am I shopping around with, I'm just really trying to find a good deal.

Great. So he's comparing new to new. But if he was comparing a new One to a used one, a new one to a different model. This gives him the chance to tell us. So what did I do? Started the deal fresh. Hit him with a thank you, Let the objection come from him, flip through the car deal, and then I got three closing questions at the bottom here. In real life, I'm just going to pick one, and I could alternate and pivot depending on the responses I've gotten so far. I'll start with the most popular one, which is at the top. Jake, if there was one thing that was keeping you from moving forward on that vehicle that we drove last night, what would that one thing be?

Well, like I said last night, it's really just the price.

Okay, the price. I hear you. Would you be available to come back out tonight? I want to reappraise your car. And then I got a couple vehicles out here that are similar. They're not exactly that I didn't have time to show you last night. They could actually save you quite a bit of money. Could you. Could you come back out today?

I suppose. Needs to be a little quicker than it was last night.

I'll do it so quick, it'll feel like it didn't even happen. All right, so when I'm working with them on this, right, I'm either going to have an appointment or I'm going to know what the one thing stopping them. So if this doesn't work, then I go to the sales manager. Hey, boss, I just talked to Jake, the guy from last night, the guy that won the extra thousand dollars off the car. He said he would do something today. He'd buy the car. He just wants another 500 bucks off or whatever. So I either get the appointment or I find out what it takes to make a deal, and I take that to the manager. Next piece on here, the main thing. Hey, Jake, what's the main thing? Hold you back right now. What is it?

Price.

Great. So similar thing. This main thing is just a variation on the one thing. And then the last close on here. Remember, I'm just going to pick one of the three. Jake, the reason you're deciding to hold off, is it because you're not sure this is the vehicle you want? It's got something to do with the car or does it have something to do with the money?

It's the money.

Jake, when you're saying the money, is it the interest rate, the down payment, the monthly payment, what we gave for your car, the price, what is it?

Well, I mean, it's all of it combined, but really, you Know if I could get a little more for my current vehicle or you brought the price down. I mean, really, just, you know, it'd make it all work a little better in the budget.

And Jake just did what most customers did, either intentionally or accidentally on purpose. If I go, is it the price? What do I got to do on the price? Then I'm just pigeonholed in that one thing. He just gave me an appointment because he said it was actually maybe my car or the. So he. I could say, you know what, Jake? Let me reappraise your car. He gave me the appointment. All I'm trying to sell this guy is an appointment, and I could do anything I want. I could say anything I want to bring him in, as long as I don't lie to him. My only rule is I got to be 100% honest. So he just said, what? It's the price or it's the trade? Great. Let's reappraise your car. Great way to set the appointment. Let's do this in full speed, and then we can talk about it after, if you want to. Hi, Jake.

I got you. Who do I have here?

Jake, this is Kyle, the guy you were working with last night at the dealership. I appreciate you taking my call, sir.

Oh, yeah. You know what can I help with?

The reason I was calling you is I just want to thank you for coming out last night. I really, really appreciate you doing that.

You're welcome.

Yeah, and I also wanted to see if you had any unanswered questions on that Corolla that we drove.

No, nothing. You know, everything with the car itself made sense.

Awesome. Great. And how'd you like the Corolla?

I like it. I mean, it's pretty much, you know, I love the form factor of the car. That's why I drive an older Corolla. Just looking to upgrade.

No, yeah, form factor is nice. Anything else that you like?

I love the. The new bells and whistles with the, you know, the screen and the Bluetooth and all that.

No, yeah, a lot. A lot of good stuff there. And what. What are you comparing the new Corolla with?

Do you mean in terms of comparing it to my car? Do you mean in terms of, you know, looking at other vehicles?

Anything? I mean, are you looking at other vehicles, too?

I'm shopping around, trying to get a good deal. You know, everyone always tells me, hey, don't buy new. Get a certified used or something. So I'm just trying to shop around a little.

No, no, I hear that. And that's Shame on me. I should have showed you some certified news last night, too. Or certified. We. We have a lot of them out here. Hey, Jake, I got to ask you. If there was one thing that was stopping you from moving forward on the vehicle that we drove last night, what would that one thing be?

It's the price. You know, if you have some of those certified used, I mean, I wouldn't mind looking at them.

Fantastic. You know, once you come back out and we'll look at the new one again, we'll look at the certified used. I'd love to get your vehicle appraised again, too. We really want to buy your car. Could you come back this afternoon or.

This evening or what's better for you this evening at. I won't be free until about 7. Are you in the store that late?

Yeah. Yeah, I'll be here.

Okay, let's set it up.

Boom. So I'm just trying to sell them an appointment, Start the deal fresh, start the deal clean. You'll set a lot more appointments.

Anything you don't like. Any. Any pit. Big pitfalls. Any big mistakes. You often see with calls like this.

People usually call up and they jump right to yesterday's problem when it isn't even a problem a lot of times, hey, what'd your wife say? What'd your husband say? Is it the price? Is it the bubble? But did you buy a car yet? So just take a second, back up, start the deal fresh. This is a turn to yourself. You'll set a lot more appointments.

Sounds great. Well, everyone, that kind of wraps up our. Our third part here of this little miniseries with Kyle. If you have any other types of calls you would like to see reviewed on the volley rallies, definitely let us know in the comments. We're also going to have Kyle's information in the description for you if you want to reach out to him, if you want to get any training or watch him do any live calls, something he loves to do is get in front of people like you and do some live calls for you. So, yeah. Kyle, I appreciate you taking the time on all of this, and I hope you have a fantastic day.

You too, sir. I appreciate it.