Andy coaches car salesman Nick on a phone call about a 2024 Ford Bronco. Nick fails to get the customer's name, sounds transactional, and skips discovery questions. Andy shows him how to open with a friendly greeting, ask for the caller's name, and build personal connection before the pitch.
Do you think that you could replicate and redo what I just taught you? Yes or no?
Yeah.
Okay. I'm gonna give you one shot to earn my business. Ring, ring, re. Answer the phone. Go.
Sales. I can help you.
Yeah, I was calling to get some information on a vehicle I saw on the Internet.
Yeah, sure. What vehicle are you looking at?
Yeah, it's a 2024 Bronco.
Which one were you looking at, sir?
Yeah, it's gonna be stock number 25C.
Yeah, 2024 Badland. My name under 5,000 miles on it.
No big deal. Nobody does anymore. Yep, still got it.
What questions can I answer for you, sir?
Yeah. So is it nice? Come on, man. Like. Oh, yeah.
Super nice car. I mean, it's, you know, tight. Your top trim level there, you got your V6 in it as well. It was actually one of our whiz.
G for a minute.
Just traded out of it. We got into something smaller, just a little too big for it. It's got the fast watch package on it. So it's. It's got big wheels, tires, you. Nice interior, big screen.
What? Objection. You guys want to hit on 360 camera?
It's got all the accented, like, kind of the orange accents throughout the interior.
Talk to my wife.
Nice car.
So one cheaper. Let's do cheaper, okay? I love it. Okay, and then 4,830 miles. Is that correct?
Yes, sir. In my. You know, it might be five or ten more.
Oh, yeah? Yeah. Okay, cool. Well, listen, I. I appreciate it, okay? I just want to make sure you guys have it. I'm gonna go look at another one. It's a little bit cheaper. And then if I don't buy, I'll call you gu. Okay.
Yeah, sure. Is there anything. I mean, are we. With. How far apart are we Around Price on that one versus the one, the other one you were considering looking at?
It was about five grand less. Listen, I didn't tell them the miles.
Miles. Comparable.
Good one. It's got about 5,000 more miles.
Yeah, I mean, definitely. Give us a call. We'd, you know, love to earn your business on this one, sir.
Okay, well, I appreciate it. What's your name?
Nick.
Nick, how long have you been in salesforce, Nick?
I have been in sales about six and a half years.
Wow. It's a long time. That's really good. How old are you?
34.
Dude, I love that. Okay, well, listen, number one, I'm gonna go look at this other one. The only thing that I feel like you didn't get my name the whole conversation. Did you hear what I said?
No, sir. I'm sorry. You broke up, sir.
Okay. I said. I said you didn't get my name the whole time that we were talking, so. So you said you wanted to earn my business and all this stuff, but you never got my name. Hey, guys. Sorry to interrupt the video. If you're watching this and you're a sales manager, you're a general manager, you're a dealer owner, and you want to train your team be killers, do me a favor. See the number on the screen? I want you to text me right now. I'd love to personally get on a call with you. By the way. If you're a sales rep and you're like, andy, man, I want to just level up my own sales. Shoot me a text as well, guys, the numbers on the screen. I will help you. I'll personally get on a call with you. I love you guys. Let's get back to the video and let's train our teams to be deadly. So. So you said you wanted to earn my business and all this stuff, but you never got my name.
Very good point, sir. What's your name there, sir? So we can follow up with you here and, you know, give you some time here. When were you going to look at that other one?
Well, number. My name's Tom, but. But secondly, you wouldn't have to follow up with me had you gotten my name. I looked at this other one. It has a 10. It has 5,000 more miles. So it has 10,000 miles. It is five grand less. It's just that when I called you, it feels like it's just pure transactional. Like, you didn't ask my name. You're like, yeah, I've got it. What time can you make it in? You didn't paint the picture. Tell me how nice it was. I know how nice it is. I actually drove by and looked at it myself early this morning before anyone came into the dealership. And so I was calling and I thought, you know, this is going to be an opportunity for me to see how I would be treated if I walked in and wrote a check for it. And then I call you and you didn't get my name. And so it's not necessarily that I want to get a better deal or the price is too high or I saw one cheaper. It's just that I want to feel important when I'm spending money. And that didn't happen on this call.
Absolutely understand. You there, sir?
Okay.
Is there anything. Yeah. Is there anything else I can do to help you out.
Sir, let me. Let me ask you a question. Would you like me to train you for a minute so that you never miss a deal again?
Sure, sir. Go on.
Okay. You got a pen? Grab a piece of paper.
Yep. Go on.
Okay. What's your name? Nick. Okay, Nick. And I knew that already. Anytime you call someone, I want you to say, I hope you're having the best day of your life. My name is Nick. How can I help you today? Answer the phone every time like that for the rest of your life. Then when they say I'm looking at the 2024 Bronco, then I want you to say, no problem. It's going to take me about 30 seconds. I'm going to pull that up for you and I'll get you all the information you need. By the way, who am I speaking with? My name is Tom. Tom, awesome to meet you. While it's taken me, you know, the next 30 seconds to pull up the information on this. Where are you calling from today? Have you had the chance to drive one of these yet? You know, do. What do you currently have now? Are you trading anything in? We love trade ins. Tell me what you got. You could have done all this stuff, Nick. If you would have done this, you would have been selling a car right now. Do you think that you can replicate and redo what I just taught you? Yes or no? Yeah. Okay. I'm going to give you one shot to earn my business. Ring, ring, re. Answer the phone. Go. Watch this. This, this right here, this is not a bad attitude. This right here is the standard of the dealership. And this dealership lets this guy stay in there every day. And he hung up on a customer because he did a hor job and he got caught. Now, by the way, in the dealership, this is probably a normal everyday practice. And I just showed you guys this live.
