Listening to your customers!

I recently went into an eating establishment to order some food. Now, I go to this place regularly and usually don't have many issues if any at all. I went in this particular morning and ordered my usual breakfast and then the young man, taking my order, asked me if I just wanted the sandwich and drink to which I replied no I'd like the meal. Then he repeated my order and then inserted "medium Coke" to which I replied no a "medium coffee". Now, I really don't get upset or frustrated about things like this because I usually use them to train on. I usually try to use them to apply to what I do for a living.

The first thing I noticed about the young man is the fact that he is "training" and probably hasn't been doing it long. And I for sure will agree that working in fast food is definitely not easy especially when you are busy and getting backed up and everyone is staring at you wondering when they are going to get their food. So I definitely wasn't going to get mad. I automatically thought of the sales industry, auto sales in particular, and how often we do this same exact thing.

We have a particular process we use at our dealership and train everyone to follow it. It begins with the meet and greet and then goes into the interview process. Now, these two steps are vitally important to any sales position because this is where you learn about the customer and start to find out what you need to sell them. If you are not really "listening" to them at this point you could lose a deal whether it's right away or at the end. If you are not really paying attention to them you could miss important information that could lead to you putting them on the wrong product or showing them the wrong item.

You might ask "Is that really that big of a deal if I show them the wrong item or product?" to which I would respond "YES". I answer the question that way simply because a customer looks at you as the professional and they expect you to have all the answers even if you don't know all the answers. They look to you to show them what they need instead of showing them the wrong product altogether. Sometimes you lose trust and credibility and sometimes it blows over and is no big deal. But why must you risk the possibility of losing a customer because you were too busy or not interested enough in them to listen to what they want and what their concerns are? Keep in mind that you may even sale the particular customer but do they send you referrals and do you get their repeat business? Both important questions to note.

If you don't "listen" to your customers and "hear" what they are saying then you could also lose vital time. If you want to sell more than one car a day, for example, then you must be able to utilize your time and that includes being efficient with each and every customer and opportunity that presents itself to you. If you don't then you could find yourself spending way more time on a deal than you probably need to and if you do end up selling the customer you may not leave yourself time to do much else that you need to be doing. Now, when I'm talking about time you must be considerate of the customer's time as well. It's not all about you. If they come to see you then you must be prepared to handle the customer in an appropriate amount of time so you definitely must be able to "listen" and pay close attention to each and every opportunity.

I could write much more on this topic but the whole point is that if you want to be successful in sales, not short term but long term, you must be able to listen to every customer and apply what they say to your process so that it'll end with the results you want it to. If you can, listen to everything that is going on around you too. Who knows?, you might even pick up something from someone else that may help you grow in your craft.


Thanks for reading!

Fist Pump Guy Out!

Blank stares in the room!

One thing that always seems to amaze me, when doing any kind of training, is the amount of blank stares or the noticeable lack on interest. I always wonder what are people thinking. Are they thinking "I don't need this", "I already know this" or "I am so good that I don't need anymore training"? I could think of other things if you gave me time but it would take up too much of your precious time.

What's funny about this whole thing is that most of the people that have "checked out" need the most training, I don't care what title they hold. Are these guys so comfortable in what they think they know that they don't absorb any kind of training or are they selective in what they want to pay attention to? Is it because that they have learned sooooo much that their brains can't handle any more? Is it because they think that the topic at hand doesn't pertain to them? In this world of constant change do they think that they have a secure lock on their position? Have they had a moderate amount of success and they think that what they currently know will continue to sustain them? These are all seriously vital questions that need to be answered simply because, in today's day and time, no one's job is safe.

I mean, think about it for a minute. If you had a job that you've had for a long time and the company sells out to a larger corporation and they decide to "clean house" and bring in all their own people, where do you go at that point? If you've had no extensive training and are too comfortable in what you think you know then what kind of job do you think you are going to be able to do? If you don't have enough knowledge in order to carry you to another company then what are you going to do? Have to start over? Yea, I guess you could find another job doing something similar but may not be as successful.

Ideally, no one wants to think they need to learn anything which I guess could explain people dropping out of school. Nonetheless, learning and growing is essential especially in this present world that changes from day to day. It's been hard for me as well especially with the technology part of it because it seems like everything has gotten harder since the invention of all this new technology. I'm sure it was put in place to make things easier and in some aspects it has done that but some of it I just don't get.

I guess the moral of this post is if you want to grow in your business and become more successful then why wouldn't you think that you could use new training? even if you have heard it before or you are better at it than others around you. Also, if you are in a "leader" position then you have to be the example! You have to show that you want to learn and that you are interested in learning. If you show that you don't care then those "subordinates" under you will NOT care. If you don't stress the importance in improving then they will NOT improve. Sure, they will make you money for a while but once the newness wears off then that will slow as well. What are you going to do at that point? Get rid of them and start over? Why, because you didn't do what you should've done and train them right to begin with? It's easier for some to start over with new people because they can program them but wouldn't be much easier training people the correct way from the start and keep it up instead of yelling at them and tearing them down because you didn't do your job and train them right to begin with? I think you can see the answer!


Thanks for reading!

Fist Pump Guy out!

#thefistpumpguy #blankstares #lackoftraining

There's no Participation Trophy in car sales!

One thing I think has hurt the way our children act and the way many people act is because of their sense of entitlement. What I mean by that is that many people, including kids, have developed the sense that they deserve to get something they didn't earn. It happens everyday in this country and it's only getting worse. Also, when we are talking about kids, giving them a trophy for participating in a sport or something like that doesn't really help them want to do better and practice harder. If they already know that they are going to get a "prize" at the end then what is the point of them even trying or developing skills that can carry them further in the real world. Now, granted, I am not talking about everyone or every situation but you get the point.

Now, I need to tie that into the car business for a minute (you probably knew I would)! In this line of sales, and many other sales positions, you don't get paid unless you make a sale! That's where I am going with this and that is that in many sales positions you don't get a Participation Trophy just for "trying". It is very discouraging sometimes but that's part of the sales industry. I know, you might say, "well, if you don't like it then change jobs". In which I would reply, "It's easier said than done". Number 1, and foremost, sales jobs pay, on average, more than most other jobs, unless of course you have some type of fancy degree and even then you might be in some type of sales position. Number 2, depending on the area you live in there may be a scarcity of jobs that will pay you what you need to make or think you deserve. So, running out and finding another job is really out of the question unless some great opportunity just falls in your lap. Besides, I actually like what I do though I do have bad days, weeks and months from time to time.

Now, having said all that, I would like to make a point that is of vital importance to me and many others in this position. That is the fact that if you know someone or are friends or acquaintances of someone in the sales business please do your best to give them your business because, as I said, we don't get a Participation Trophy at the end of the day. Every time I see someone I know come into the dealership and someone else is selling them I get a little aggravated especially when they know I work here.(It's hard not to know where I work with the amount of stuff I have online) Yea, I know, not everyone that you know wants to deal with someone they know and I get that but you must understand the way I take it. I look at it as you are taking money straight from my pocket and handing it directly to someone else kind of like how you pay out taxes. And usually it doesn't affect anyone but one person and that's the one that didn't get the sale. I'm not saying that I "deserve" everyone's business but I'd at least like the opportunity. Listen, if you work for an hourly wage or if you even have a salary or retirement coming in then you may not get what I am saying and I get that but don't take those in the sales profession for granted. Yea, I know, many are not honest and like to deceive people but that's not all of us. It really helps that if you are use to dealing with someone or have bought from someone in particular in the past that you try to get up with them first. There is a big turn over in the this business but it doesn't hurt to ask if "so and so" still works here.

So, in closing, I'd like to reiterate the fact that there isn't a Participation Trophy in the sales industry. Yea, there may be some great opportunities that may come about through sales but the fact of the matter is that we don't get paid unless we sell. So, do me a favor, if you know someone in the sales industry do your best to do business with them. A familiar face is always easier to deal with than someone you don't know.

Thanks for reading!

Fist Pump Guy out!

#thefistpumpguy #noparticipationtrophieshere

Personal Assessment and the 5 As

Today's training was a continuation of yesterday's topic on Personal Assessment. If you want to learn more about that topic just read the post from yesterday. Otherwise, I am just going to post the notes from the meeting. Ideally, these things are important to know and understand if you want to do an effective Personal Assessment. If you can't or won't do these things then you are already perfect and don't need help of any kind. You are the master that needs no teaching.lol.

So, here they are in order. The first one makes the rest tick. If you can't do the first one then you probably don't need to read any further!

ACKNOWLEDGE - accept or admit the existence or truth of or recognize the fact or importance or quality of

-Admit and accept your faults and build from there

-Recognize you may need help and that you must get better in order to grow and to succeed long term

ABSORB - take in or soak up (energy, or a liquid or other substance) by chemical or physical action, typically gradually or engross the attention of

-Soak in all the training possible and use what is beneficial to you and your business

-Read and take notes from successful authors/speakers

ADAPT - make (something) suitable for a new use or purpose; modify or become adjusted to new conditions

-morph into what you need to be in order to continue growing

-Phonebooth salesman

-Think of the amount of college athletes that went to the pros and played a different position so that they would have a better chance to succeed long term

ADJUST - alter or move (something) slightly in order to achieve the desired fit, appearance, or result

-Alter your schedule to accommodate your new goal even if it is just a small change

-Change usually starts small

ADVANCE- move forward, typically in a purposeful way

-Always continue moving forward... if you're not moving forward you're moving backwards

-It's a lot harder to drive in reverse than in drive

-Small advances are better than no advances

Thanks for reading!

Fist Pump Guy out!

#thefistpumpguy #personalassessment #the5As 

Personal Assessment

Today I trained on doing a Personal Assessment and why it is important. In any business venture, that you may be in, it is very important to evaluate yourself. It is so easy for us to look at others and evaluate them and their habits but when it comes to evaluating ourselves we tend to shy away. There can be many reasons why you think that is but I will share with you what I think the answer to that is in a minute. Doing a Personal Assessment can hurt and be very eye opening if you indeed do it honestly and with the hope of truly correcting or improving your situation.
Why is it important to do a Personal Assessment? Well, I'm sure there may be many answers out there that people have concluded but I want to sum it up in one word and that is "GROWTH". Yes, I said "GROWTH". We are living in the most competitive and ego driven society that has ever been spawned. Nobody wants to be wrong and most people think they never are. They want to believe that they have the best way or the best product available. They may indeed but when I say to GROW you must do a Personal Assessment. That means everyone. No matter your profession or walk of life at some point you must look at yourself and see what direction you are going and what direction you actually want to be going. Sometimes we may be headed in a direction that looks right but indeed it could be the wrong direction. So the primary reason I think one must do a Personal Assessment is so that they can continue to GROW. If you're not growing, especially in sales, you are dying.
Now, the question might be "What gets in the way?". I'm sure you and everyone across the world may have their own answer or opinion on this one but my answer is it's because people are too full of Pride. Now, I'm not talking about the kind of Pride you have in a job well done or a good decision you made. I'm talking about the kind of Pride that is deadly. Many people, especially in the business I am in, are very Prideful. Everybody thinks they know everything and no one wants to admit they don't. Nobody thinks they need help or that they need to learn anything hence the blank stares when I am training. I mean let's face it, if you can't do something as simple and basic as coming to work on time then you probably need more training than anyone.....I'm just saying. Besides, you should definitely have enough respect for yourself, not to mention the company you work for, to at least want to try and grow and get better. I see it all the time that people think they are owed something and therefore don't try and learn and grow. They don't believe in hard work anymore. It's all about how to get something for nothing and without working for it. So, look at yourself honestly, do a Personal Assessment. If you need help with something or need help learning something, ask someone or pick up a book. There are many resources out there that can help you get to the next level and to help you not be so Prideful.
Now, a quick list of things to look at when doing a Personal Assessment.

Attire - How you look and present yourself says a lot about you and how much you care. Are you lazy and unorganized and therefore don't have time to iron your clothes? A very serious thing to look at. Remember, first impressions say a lot.
Verbage - Kind of like Garbage.... what you say says a lot about who you really are. Be careful with your speech and look at what comes out of your mouth regardless of who you're around because not everyone wants to listen to the garbage and nonsense.
Knowledge - What you know and what you want to know makes the difference. Always be willing to get better and eager to learn from those that are more knowledgeable than you. You never know where that will lead.
Attitude - I  could talk for a long time on this topic but to make it short.... how is your attitude towards yourself and those around you? Is it easy to see how your day is going when someone looks at you? Are you easy to upset? How are you about life in general? Very important to know these especially in any sales position.
Ethics - How honest are you about things? Are you willing to overlook dishonesty especially when it benefits you? Do you stand up for what is right and ethical or do you fall suspect to those around you that suck you into their dishonesty? Do you allow your children to be dishonest? If not, why not if you are being dishonest?
Setting Goals - It's very important to set goals. No matter what you do for a living or what you want to do in life it is very important to have an objective. No objective means no direction. Which way are you headed?

Thanks for reading!

Fist Pump Guy out!

#thefistpumpguy #personalassessment #pridegetsintheway

Questioning integrity

I want to talk about a situation that happened at work yesterday but first let me do a summary of my training from last week. If you read my last blog post then you will see that I trained a lot on how important one's Reputation can be, especially if you're in any kind of sales or if you own your own business. Basically, without going through every point, your Reputation is built through effort of your own to earn Respect and ultimately earns you Results/Rewards. Now, having said that, I am a big proponent of honesty in the workplace. I don't really care what kind of business you have but I believe that trust, honesty and integrity are some very important qualities that one can have. Granted, not all think like I do, especially in the car business, but that's who I am. So, when someone questions my integrity I get a little upset.

Now, to the event yesterday. I was confronted about a situation that happened with a customer I had just sold. Now, just a thought, if you assume something without having the facts it can lead to a serious situation so don't do that. Also, if you have an issue with someone then you need to find out the facts and then try and find out what happened instead of accusing someone. Because, though you might think they did something to deceive another doesn't always necessarily mean they did. What I mean is that things aren't always what they appear to be on the surface unless that's what you've already made up in your mind has happened. So, I guess where I am going with this is the fact that because my integrity was questioned in a public environment without allowing me time to explain what happened and when I do get somewhat of a chance to explain I then am basically called a liar and compared to those that do things purposely to deceive others when I didn't even do what I was being accused of. So, needless to say I got highly upset. Those that know me know that I don't get upset often especially to the point where I am actually angry. That happened yesterday. For that I am sorry. I apologize to any employee or customer that may have heard the commotion when I lost my cool. I am truly sorry that I let my emotions get the best of me. I really got too upset over an issue that, first of all didn't happen but second of all wasn't worth the time it took to get that mad. But had the person asked me about the situation instead of accusing me then I don't believe that it would have taken place at all. But instead of doing just a little bit of research this person jumped to conclusions and questioned my integrity which I take to heart. That's no excuse for me losing my temper like that and again I am sorry for that. 

So, now I am going to offer some helpful tips to anyone that suspects something dishonest is going on and the steps to handle it. First, take a look at the Reputation of the person you're about to accuse. See, what kind of example they have been and their track record. Are they someone that has done these things before multiple times? Are they someone that is always trying to deceive others or stealing from them? Has it been proven at other jobs that they are that type of person? Second, do your research. Look into the situation first and gather the facts. Give the benefit of the doubt if you have no proof. That's better than making yourself look like an idiot because you accused someone of doing something they didn't do. Third, gather those facts and make sure they are accurate. Sometimes, "taking a witness' word for it" may not be good enough since they may have their own agenda against that person too. Forth, after you have gathered all you think you need, or even if you have found no evidence, go to the person in private and try and talk it out. That would be much better that confronting someone in front of co-workers because they will definitely go on the defensive real quick. If you truly want to know the truth then you will actually listen. If you have already made up your mind then you won't hear a word they say and will probably either cut them off or not let them talk at all. Not doing these things to handle a situation correctly can and will ruin work relationships especially in the car business since we spend more time with they guys and girls at the dealership than we do with our own families. Now, I understand that we spend 10-12 hours a day with each other and we can act like brothers sometimes and fight but it doesn't need to be over something that isn't true and petty.

Just a side note, you notice I didn't mention going to a manager for help. The reason is, in the car business anyways, because they don't like handling these types of situations. A lot of times they have their own agenda against the same person and won't handle the situation correctly either. Besides, as long as the car gets sold they don't care who sells it even if it was done dishonestly....in most cases anyways. So, going to a manager isn't always they best way to handle a situation. My theory on this is that though a manager may have one or two they can count on to get a job done or get a customer served others may see that as favoritism and therefore develop and agenda that is obvious. So, just use common since when going to a manager even if it just for advice because, though many of them are knowledgeable in what they do many haven't been trained how to handle people and learn how to deal with situations nor do they want to. 

So, to make a long story short, do your research and give people the benefit of the doubt especially if you know them to be an honorable and respectful person instead of accusing and confronting them for something they might not have done. 

Hope this helps! Thanks for reading!

Fist Pump Guy Out!

#thefistpumpguy #findthefactsfirst #checkthereputation 

New logo!

In an effort to continue to try and brand myself I have received my new logo. It's somewhat simple but I love it. I plan on putting it on my shirts and maybe doing key chains and such for my customers. Maybe it'll catch on soon!

Fist Pump Guy Out!

Customer service matters!

Had a good training class this a.m. Thank you Kevin for your preparation and input. We mainly discussed how to better streamline the finance dept and try and speed up the process without hitting snags. Having paperwork filled out properly and completely is a must in order to make sure your customer isn't waiting too long. If the finance dept gets held up because of your mistake then please don't blame the finance dept when your deal doesn't close.

Customer service has to always be in mind in whatever business you might be in. We are in a time, in this country especially, when we are in a big hurry. We are usually more concerned with more and more numbers instead of focusing on individual needs. Yes, it is difficult sometimes when everything is based on budgets and goals but we have to be very careful not to just treat the customer/client like another number. Part of the problem is because businesses have become so cut throat and another cause is because in order to get a decent paycheck you have to sell more units or contracts. Granted, that's where we've put ourselves. We've trained the customer to be more price conscious and want to shop more. The problem with that is that when a customer doesn't purchase local they are doing themselves a great injustice, though they may not realize it. We have to make sure they are our focus and not the #s. Yes we need to strive to hit the numbers but it should never be in sacrifice of customer service like some of the big retailers!

Thanks for reading!

Fist Pump Guy out!