The Top 5 Sales Mistakes Advisors Make (Service Drive Revolution)

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Welcome everybody to Service Driver Revolution. We have an exciting show for you today. The top five mistakes that advisors make when making a sales presentation. We also are going to talk about the news and lots of other fun stuff. Maybe answer your questions if we can get Don Rizzo out of the box or not should be fun. And I am Chris Collins. This is Jeremy o'. Neill. We are here to serve you absolutely.

And give them a work life balance that they deserve. Right.

That's a big task in one state statement. So let's get started. What's on the docket today?

How do I find more cliffbound?

Don't travel to Scottsdale without a hotel room.

Yeah, right. I need that hundred hundred thousand dollar.

I can't wait for that interview.

Guess what's in the new. I want to film that interview.

I want to ask.

Oh, I'm getting myself in hot hot water here.

Colorado bill I'm excited about this would hurt franchise dealers A bipartisan bill introduced this month in Colorado legislature to allow any automaker to directly retail their battery electric vehicles to consumers is a direct frontal assault on state franchise laws in Colorado and nationwide. If passed and signed into law it would do grave and lasting damage to Colorado's franchise auto dealers. Notably, the bill was neither suggested nor supported by by the legacy automakers who interests it purports to serve and fledgling bill is rightly opposed by the Colorado Automobile Dealers Association.

It's just an interesting topic. If manufacturers can go direct to consumers it would undermine the entire automotive industry that we have built today. However, it is something that we have to keep an eye on because it is going to be a major shift that comes up and this is something that's.

Well, I mean your Tesla is already selling direct to consumer in a lot of states. So I don't know how's, I don't know how that's so just disrupting. They don't allow them to sell Teslas in Texas and you see more Teslas in Dallas than probably anywhere.

Right.

Because it's like the outlaw thing to do. Right. To have one. So I don't know that it's going to stop anything.

Well, no, it's not.

It would really, it would really affect it if it was a combustion engine.

Yeah.

But I mean you think about if you're a Ford dealer and you, you know, got all this money invested in your dealership and you got a franchise agreement with the manufacturer and it's if it undermines all that then that's, you know, it's going to hurt so.

Well I don't. Nobody listens to me. But I told them how to fix Ford. If you're a Ford dealer, I tune into the last episode because I told you exactly what you should do.

Absolutely.

A little guy by the name of Je. Jeff Bezos.

Amazon.

Can't even talk anymore.

It's all the alcohol I've been serving.

What do you. What do you think about the new Tesla truck? The design of it?

I absolutely can't stand it.

Really?

Yeah. I don't like it.

Why?

It looks like something out of a 1970s science fiction movie.

I think that was the idea in the 70s. Okay. You know you have kids, right?

Yes.

Three of them.

How many times has it happened that there was a toy that all the.

Kids wanted for Christmas Evel Knievel motorcycle.

But they were out of stock?

Evil Knievel motorcycle.

Explain.

Cabbage Patch Kids, all that.

Yeah.

You think that truck is going to be it?

It is. They're even predicting it. So the Hot Wheels collaborated with Tesla on the truck and it's already sold out. It's a $400 Cybertruck and they're saying it's going to be the hottest toy for Christmas already now. But you know, you know what the scam is in this. Do you understand the business model here?

No, I'm just thinking that the designer should be fired for. For the design.

Listeners in the US and Canada. There's 350 million of us. Right?

Right.

He only needs 2 million to like it.

I understand that.

It's. I think it's smarter to get a loyal audience than it is for everybody to like it. Like what? You want it to look like a GM pickup?

No.

That is boring and can fit in anywhere and is non, non confrontational.

No. But I don't think there's anything earth shattering. If you look at that picture right there, it looks like something out of a 3D computer drawing from 20 years ago. There's nothing cutting edge about it. They couldn't even get the window glass to hold up. So, I mean, all you gotta do is watch the commercial or the video.

See, I just think. I think GM has its spot in the market. I think Ford does. I think it's smart for him to come in and have it be stylized a little more aggressive and like you either love or hate it.

I don't disagree with.

That's a great place to be. I think.

Correct. I think Rivian or.

So you hate it?

I hate it.

Yeah.

Rivian is doing a better job with the truck than Tesla's doing with theirs.

Yeah, but they won't sell as many as Tesla.

I don't know.

They won't. See, they don't have the infrastructure.

What's about production? What if Ford bought them?

Well, it's also about infrastructure.

If Ford bottom, then they'd be on by then.

They lose more money. Correct. Okay, so the thing with the toys that the. These toy companies do, and if you're a parent, you need to understand this is happening to you is this Tesla truck probably is going to not be available at Christmas.

So you need to buy it now.

So little Johnny, it's Christmas is ruined because he can't. He's asking Santa. He's sitting on Santa's lap, bouncing up and down on Santa's knee, saying, all I want for Christmas, Santa, I've been good. I've been a good boy.

All.

All I want is the Hot Wheels Cyber truck remote control, Hot Wheels Cyber truck. And little Johnny's thinking, Santa's real. Santa's in the North Pole and the elves are making these cyber trucks for him. And then Christmas comes and there's no Cyber truck. He gets like, I don't know, Gravedigger, the monster truck remote control.

The next thing that they could find, right?

He's opening it and he's like.

And then he. That's when it starts. He starts to think it, maybe Santa isn't real. Maybe Santa isn't real. So as a parent, you feel guilty. And come February, guess what's available in mass quantity?

The cyber chart.

So that's what the toy companies do, is they create something that everybody wants, but they don't make it available because you end up buying two things. You buy them the other monster truck. Then in February, when they're everywhere and there's millions of them, you buy that for little Johnny.

Interesting.

But little Johnny knows Santa isn't real at this point.

That's.

That's the crack in the damn tragic story. But that's the model that toy companies do, is they get you to buy two things because they make something so hot at Christmas that you can't get it. It's not available. Right. These guys right now could ramp up production.

They could have one for every little Johnny out there. Could have the Tesla cybertruck. Every little Johnny that asked Santa could have it. But no, that won't happen.

Well, they won't because of the coronavirus.

That's a separate conversation.

I'm sorry I'm dragging you everywhere today.

The Trump, the.

That's very interesting story.

The CIA, you don't. You know that, that's a tactical thing that toy companies do. They all sit in a room.

Absolutely.

Like, hey, who's gonna. Who's gonna do it this year?

Well, they do with the gaming consoles.

Because they still sell them. The gaming consoles are a great example.

Exactly.

Why are they so available in January and February? Because that's when their lull is they know that you have to buy something.

So they release a limited amount for Christmas. So it sells out. All these millions of kids have their hearts broken. The realization that Santa's not real in California, other states, he is just not here in California because of the emissions law with the sleigh. So. And then they buy him in February.

Explain that.

I'm not even gonna try to explain that.

So be careful, you guys. You're getting conned. You're gonna find yourself in February buying little Johnny the cybertruck.

I had no idea.

So you know what I did? I got on the waiting list.

You're on the waiting list for that?

I just want to see what. What it was like. Like, I don't know. Yeah, I'm on the waiting list. I'd buy it. It's 400 bucks, though.

Would you buy a. Do you like the design of that truck?

Listen, see, I don't think that way. Like, ask me if I'm. If I like Trump.

Well, no, but. No, no, no. Answer the question.

Because you asked me, it's this.

Well, no, and you have a really good taste of art. You have a good eye for art. I mean, you're an artist. You great painting. So you really think that's a good design?

I think it's smart, but it doesn't matter if I like it or not. I think it's smart.

Take your business mind off and put your artist mind in. Is that a good design or not?

It's smart. Yeah.

I'm not getting anywhere with this guy.

No, because that's not how I think.

Okay, well, no, I understand what you.

Strategically, I believe that what he did with this is smart. And he's even kind of mentioned. And I've always thought that his cars were boring in design and he should have pushed the envelope a little bit more because they look like Oldsmobiles.

They look like Oldsmobiles.

Okay.

And I think he messed it up. So I think it's good for him to divide the audience. You think about in. In the US And Canada, I don't really know what it's like in China, but you think about the US And Canada. Trucks are.

The.

The highest selling vehicles, but they Also come with a lot of emotion. Like people will debate Ford versus Chevy versus Dodge. And so the only way to bust that whole thing open is to come out with something that is so polarizing that you love or hate it, and most people hate it. But at the end of the day, how, how many is he Pre sold? Like 200,000 of them or something.

Enough.

He's gonna sell them?

Yeah, absolutely.

Meanwhile, ford dealers got f150s, 90, 120 days old in stock. These things are gonna go off the shelves, Right?

Yeah, I, I don't disagree with that.

But it's the same thing with me in politics. Like, I don't. There's things that I think are smart, there's things that I think are dumb.

But.

But at the end of the day, I don't buy into the narrative of it's all or nothing in it. Right.

Okay.

There's things I like about Trump. There's things that I don't like about Trump.

So the design on that truck, do you like it or not? I'm trying to get an answer he's not giving me.

I'm not in the market for a truck.

Well, that's.

Where am I gonna park that thing? I live downtown.

Valet won't touch it. It'll park itself if it's smart enough.

Well, there's a lot of Teslas here in the building.

Well, absolutely. But do you like the design of the truck?

I think it's smart.

Okay, so I have a question for you. I am the designer that designed that truck and I have my very first rendering on canvas and I'm going to sell it to you. I have an opportunity to buy it. Are you going to buy it because you like the design of the truck? Would you put the.

I get the very. I get serial number. Oh, oh, oh, oh, oh, oh, oh.

Hold on. Here's his business mind kicking in now. He's like, oh, there's no, no, no. Would you hang that on your wall and look and be like, that's a really good looking truck.

I would hang. Yeah, I would hang it on a wall for sure.

Oh, no, no, no, no, no.

It's polarizing.

Okay.

You can't. If this thing comes around the corner, you can't not look.

You're gonna throw a rock at it to try to break the windows, but it doesn't matter.

You can't not look. It creates an emotion.

It does. You're right.

Yes.

Like, so that, that's.

I wouldn't feel safe and Compton driving that truck.

That's the Point of design is it creates an emotion. So you look at the new Chevy truck, what emotion does it create?

Like a rock?

No, what emotion does it create for?

Well, I mean, for me it conjures up emotions of dirt bike riding, freedom, you know, doing 90 miles an hour down the freeway.

So nothing to do with the truck?

What the truck gives me? Yes.

Yeah, but it's not the truck. You're not anchored in the truck mentally. Like I saw this with BMW back in 2002 when they came out with the 7 and the Z4.

Right.

And you loved or hated them.

Right.

But it worked okay. They beat Mercedes, you know, pretty soon after that because it created an emotion. People talked about how much they hated it, how much they hated it, why we were just selling them and selling them and selling them.

Interesting.

And so it's way better to create an emotion and have people pick a side than it is to play safe down the middle when it comes to this sort of thing. I believe, I think it will work.

Okay. And the lesson for service advisors in.

This is.

Create such a polarization. There's five.

The. The lesson for advisors in this is there's five things that you're messing up, you're messing up in your sales presentation that are costing you sales.

And that's game.

But we're not there yet.

That's game time. That's when the money's.

Let's do questions, questions. Now we'll do questions and then we will, we will end with, with that beautiful list you have, which I think that they're going to take some things away because it's really good stuff.

So it's time.

Let's go to your questions. Remember, if you submit a question infohriscollinsinc.com on YouTube, LinkedIn. If we end up using your questions on the big show here, we're going to send you some swag. And just a grateful, hey, thank you for submitting your question and now send it over to Don Rideau. So, Don, do we have any good questions this week?

Oh, such good questions. My entire life revolves around these questions. So, you know, I take them very seriously.

So full time job.

Full time job. So, you know, I, I am the arbiter of whether or not these questions are any good. And I declare they are good.

So far you've been pretty good on it.

Thank you.

What's the first one?

The first question comes from Thomas. I am looking to get some more advisor training, but my dealer is not a training kind of dealership. Do you have service advisor training separate for the dealer experience. I am very impressed by the podcast and the info in there. I have made it. I have made my way to number one at my dealer because of the information. But I am hungry for more. Please help. It's hard in Lincoln, Nebraska. It is hard in Lincoln, Nebraska. I've been there. FYI, I forwarded this to Carol to follow up on the training part. But though it was positive feedback for the podcast, whatever that means.

Awesome. Good job, Thomas. Way to move to number one. I got a question. That was it. Your dealer's not a trading dealer or a training dealer.

It says. It says trading with a D. With.

A D. That could be a typo.

It could be.

It could be a typo.

So what's the question here, Jeremy?

So the question is, how do you, as a service advisor, you know, speak Spanish? No, speaker spaniel. How do you, as a service advisor get training if the dealer, principal or the shop owner doesn't want to provide the training?

Well, I got an idea.

What is it?

Go ahead.

Go to a dealer that does.

Come on. We don't.

Well, absolutely. How do you find those dealers?

We got a list.

I was just going to say we have a roster here at cci. Just call us.

There's hundreds of them.

No, I'm going to challenge every advisor out there. And you should invest in your own career. Career. You should put your own money into your own training and not wait for the business owner or the dealer, principal or service manager to provide it. I remember when I was 18 years old, I went to one of my very first seminars and I went to the back table and I said, I want to buy that. And it was an audio course or whatever. And the instructor said, well, I'm not going to sell it to you. And I said, why? He says, because your dad has it. And I was like, well, that's my dad's stuff. I want my own. I'm going to create my own library. So I invested in my own career at a very early age and I encourage everybody else out there to do it. I mean, if you're an advisor, you can pay for your own coaching. It will pay you back. Because even if you're not on a performance based pay plan, you are. Because if you don't perform, you're going to get fired. So keep your job.

Yeah, I agree with that. So the most I've ever spent in a year on training for myself is about 200 grand.

In different things. Not a one thing.

No, no, I.

But yeah, collectively, when I added it up at the end of the year, when I was doing my goals for the next year, looking at what I did, I spent about 200 grand in a year. And I remember when I was an advisor.

This is a totally true story. I took my vacation, my one week vacation and I went to F and I training.

Are you serious?

I'm dead serious. So, so the community college in Seattle used to have this great F and I training. The trainer was amazing. And you were in, in Washington to do F and I, you had to be certified. So I went to the training and learned so much about selling and processes and they videotaped us in that training. So you had to present on video. It was mortifying. I'd never worked a day in F and I in my life. Mo everybody else in there were in F and I trying to get their license.

Right.

Man, I went just because I wanted to learn about it. I, I've always been a fan of going to different kinds of trainings. Even if it, if it seems like it doesn't apply to whatever I'm doing. I always learn something absolutely crazy. Right?

That's awesome.

Yeah, I think it was, it was like, it was like 1500 bucks and I got my certificate. I could have been an F and I, you know, until you found. I could have been there until 1 o' clock at night on a Saturday.

You found out the schedule that they work, right?

No, I knew the schedule. I just kind of wanted. I don't know, I just wanted to see and. I don't know, back then I wasn't gonna go on vacation, I wasn't gonna go somewhere, so.

Okay.

I don't know if we answered that question.

You know, we did our best on. We did Thomas.

Of course, of course. We always have more questions. It's a non stop gig. I hate my life. I mean, I love my life. Please don't fire me. This one comes from Kyle. Hi, Chris. I am researching inspection software. I am a service advisor for Dave Smith, Alpha Romeo and Maserati in Coeur d', Alene, Idaho. Very French of you. And we currently have MPI but do not use it consistently. What digital inspection software do you recommend? I would like to see us use one that is easy on the text and helpful for our guests. Sincerely, Kyle.

Kyle, first thing is, I would love to know what you think about the fact that Coeur d' Alene is going to be voting Democrat pretty soon with all the Californians that are moving there.

You did have to go there, didn't you?

It's one of the top Places, Absolutely.

So like, I don't know, almost 200,000 people left California for Dallas, Nevada, Florida and Idaho. Like Idaho is getting peppered with all the Californians.

Just a funny side note. So crazy. My feeling on inspections, my friend, is that the digital inspections most of the time slow the process down because we don't have a consistent system. And if you can't do it with paper, you can't do it digitally. So I always start with a good old fashioned two ply paper inspection sheet. Getting the text to do it right under the car. It's easy, it's fast, it's stapled to every ro. But if you can't do with paper, you usually can't do it digitally. Now if you get good at paper, you'll be good at it digitally. But I think we buy this software a lot of times thinking it's a magic pill and that the software is a system. Garbage in, garbage out, my friend. It's not a system.

Well, it's interesting too because he talk, he mentions the company, but then he says it just doesn't get used consistently. So you're right, the system is the concern there. And whether it's paper or digital, you've got to have consistency in that inspection. And it's got to be part of the overall sales process too.

So whether it's digital, I find it's hard to get the text to adopt the digital one. And I've told like less who used to own MPI and all that. Like when they would try to get me to endorsement or whatever, I'd be like, pay me and I'll fix your thing. But your system doesn't work. It's cumbersome at parts, it's not intuitive, it and it's unrealistic to think a tech's gonna go back and forth to the computer while they're doing it. Paper's so easy and quick for the tech and so we wanna make the process easy for the tech. I find that it's hard to get technicians to be consistent if they don't have a real system for that. So you can even do paper and then input it in the computer, that sort of thing. But yeah, you gotta focus on the system and gamify it. That's a big part of it too. Make it fun. Yeah, well put some games behind it.

If a digital process takes longer than paper, the tech's gonna throw the tablet or the technology down and go back to paper. Cause remember, their money's made by producing hours. The other thing, forget the digital checklist it's all about visual input. Now, whether it's show and tell. I love your, you know, your instant inspection, the process you have with that, get the customer the car and show them what's going on with it. But digital photos are key, so you're gonna have a software that can get the photos in there. You don't wanna overwhelm the customer with too much information. But we gotta have a process that works consistently. And if you have one in place already, try to make that work first. And then if you need a really good, robust digital inspection system, just check with Chris Collins Inc. Because we have our own coming out soon. You didn't know that, did you?

No. Is it paper?

It's digital. It's a digital inspection.

Oh, really? You know, I spent. I literally had a company which I won't name, which is one of the bigger ones that I was doing my own. Chris Collins. Whatever. Now we're. We have one coming out for instant inspection, but it won't be available to the public, will it?

Why not?

I don't think so.

Okay.

Just for our coaching clients.

Yeah. And franchise owners. Any. Any other questions, Don, or is that it for this week?

That's it for this week, Chris.

Don, you did a great job. I want to tell you, you're doing a great job. We really appreciate you being here. You're getting a lot of fanfare, lot of good feedback.

Absolutely.

You're making it more fun. You definitely read the questions better than I did. I can't read to save my life. I got glasses. You don't need glasses. His eyesight, even at his age, is still good.

And the fact that you don't drink leaves more alcohol for us. So thank you.

Thanks, Don. We'll see you again next week.

Thanks a lot, Chris. See you later.

Now we're going to do the top five mistakes that advisors make in sales Presentations that cost them sales. This is. This is what's costing you a sale. You did all the work. You got to this point. You're presenting additional work that is needed and the customer does not do it because of number one, the parts department.

How did I know you were going to guess number one?

Just a joke, Jeremy. Two shows a day at a matinee on Sunday.

Number one is they are not prepared for the presentation. So they simply pick up the phone and they wing it. So what are some of the things that we should do to be prepared for the presentation?

Get dressed.

Get dressed.

Yes.

Have your shirt on.

One of the things I gotta wake up to. Get up wow, you.

A lot of things.

Put your shoes on to move.

Well, no, let's. Let's help our listeners and our viewers out with how do they prepare for a sales presentation? What do we mean? Number one is this. You've got to have the customer's primary concern dealt with and make sure that you address that immediately before you go into any other additional concerns or what average advisors call recommendations. I absolutely hate that word recommendations. Just not a good word to use. But you got to deal with the customer's primary concern and then have your complete presentation prepared and ready to go. I'm also talking dollars and cents, so I like to go into every presentation with an A, B and a C game plan with. With total dollars ready to go. So I know the numbers. I've got different options for the client, and I have my numbers so they can make a decision right away without punching the calculator.

So your ABC decision is what has to be addressed, what needs, what has to be addressed, and additional stuff that would be a good idea. And then C is just everything. Take care of all of it.

Let's kind of flip it backwards. A is they fix everything. B is they fix their primary concern and any safety concerns. And then C is they only fix what they came in for. Okay, so that's basically. Absolutely.

Yep.

We have that all in our. Our new on demand product that we created together.

So it's all sounds, like, crazy.

It is awesome. Number two.

I don't know. I can't quite see this one.

Do you want glasses?

I do, yeah. Can I borrow?

Kind of dirty. Are they.

Oh, oh, there it is. Number two, they are. They're not focused. So what do I mean by that? They're not focused.

They're not focused on their job, the customer, the outcome. They're distracted.

Yes. So think of this. When you're on the phone or making that presentation, there should be nothing else around you that interrupts you. You've got to be 100%. All of your energy, all your passion, everything that you do needs to be put into that presentation. And you've got to lock yourself off from the outside world. Do not let interruptions come in.

You gotta be a pro.

Absolutely. It's the time to listen. Right. We gotta listen to the customer clues. If you get a red light, you've got to stop and deal with that objection before you move forward. So make sure that you're focused before you move into your presentation. Be ready to go. Number three.

T versus R. Transactional versus relationship. So have you ever dealt with anybody where it's just been like a transaction, and you. You could tell they didn't care about you at all.

Oh, yeah.

Okay.

So like.

The dmv.

Good one. Yes.

Tsa.

Absolutely.

A lot of advisors, the way they treat customers is worse than tsa.

Well, some of the TSA agents try to get relational with you. Where they search you at, I guess.

Yeah. Where they're touching your crotch and all that.

That's just a transaction.

Yeah. But it's the wrong kind.

It is the wrong.

I've never had it. I've never had a TSA person so much as just ask me how my day is. Right. Nothing. You could care less.

Absolutely. So we want to move from.