Elevate with C&M Coaching

Most of the time we say things without even thinking about the impact our word choice has on the goals we are looking to accomplish. However, phrasing things weakly to a customer can have several negative psychological effects, often resulting in a less favorable outcome for both the customer and the business. This podcast will explore how weak verbiage can impact Collections, Sales & Service. I will also review how you can turn it around to positively impact each respective department.

Settle in, this is my longest solo podcast, packed with details.

Ginger Lauderman, a Byrider Collections manager for 13 years, and Coaches Jim & Michelle Rhoads from White Hat Way will be joining me to discuss the importance of customer service in collections calls. We will play a few calls, and share LOADS of tips and tricks to help in every aspect of collections calls. Don't miss it!

Using a customer's tax refund to help with the cost of a vehicle has been popular for years! It is one of the easiest ways to draw traffic into the dealership at this time of year. Bill Neylan from Tax Max joins us to talk about how their program works, how customers can benefit from the service, and about their new product that makes things even easier for the dealer! Listen long enough and you will get a coupon code for 40% off their regular price for their VIP Package.

We are all in this business to help customers get quality vehicles, using a service like this can help you grow your sales and improve customer service by providing flexible options for down payment. Listen to this episode and see what Tax Max is all about!

We will also discuss the upcoming BHPH United Conference in 2024 at the Bellagio in Las Vegas! 

People love to tell me how they handle their calls versus how I suggest handling them. I am always interested to hear what works for dealers, and if there is a better way I will absolutely adopt it. I love learning and I am well aware there is more than one right way to do something, but is it always better? In this episode, I will play a competitor call that we were requested to make into a dealership. You can hear some of the different techniques this store uses on customers and my professional opinion on them. Then you can decide for yourself which way is better.

EXPLOSIVE EPISODE!! Anamaria Beck joins us on this episode to talk about all things marketing, including call quality, handling lead responses, Facebook paid ads vs. boosting ads, tag lines for BHPH marketing and even posting tips to generate more traffic to your website! DO NOT miss this episode of 2 spicy experts cooking up FREE training and tips! WARNING: We created this episode to light a fire in your belly to make changes that will positively impact your business, so - be prepared!

Join us as we chat with Tommy Brandis about handling internet leads, call quality, down payments, and the upcoming MidAtlantic IADA Conference and its soon-to-be-reforming Dealer 20 Groups. See you in ATLANTIC CITY September 24th - 26th!

https://www.midatlanticautodealersunited.org/2023-convention

There are lots of excuses we have heard over the years as to why an account didn't get verified, but I have never heard one that was actually a good reason. It takes seconds to do and it protects everyone involved, the collector, the customer, and the company. So, let's talk about what you should verify and how to get it done. Trust me, it will be a huge benefit to your collectors once the customer buys in!

NIADA's Bill Elizondo joins us to talk about NIADA 20 groups and the upcoming NIADA convention June 19th- June 22nd at the Wynn in Las Vegas. Check out this session to learn more about Bill, his morning routine, Dealer 20 groups, and the convention! Jam packed episode!!

In this episode we will talk to Justin Osburn from Smart Groups: 20 Groups Reimagined. We will talk about sales, Smart Groups, phone calls and chat! Check out this episode to learn more.

Whether you have considered attending this event or not, this podcast is a must-listen! You will hear all about the great speakers, topics, and content that will be covered at Compliance Unleashed: Navigating Turbulent Waters, May 22nd - May 24th at the Embassy Suites, DFW Airport North. We will talk about who should attend this event, why, and what you will learn. This is not another boring compliance event folks, this is an event where your team will not only learn but have fun too!

We speak and we don't really think too much about our tone or the rises and falls in our voice. However, your voice inflection plays a significant role in your life, especially in sales. Let's talk about how and when your brain starts to recognize voice inflection and what you can do to use it to your benefit during phone calls. This is a scientific one folks, so put your seat belts on!

You do not want to sleep on this event! Get your tickets now by going to  bhphunited.com! Bill Neylan, President & CEO of Tax Max (also  treasurer of BHPH United), and Paxton Wright, Managing Partner of  Primalend (also President of BHPH United) are here to talk about the event, what you will learn, why you should come, and why BHPH United was formed. Check it out!

You do not want to sleep on this event! Get your tickets now by going to bhphunited.com! Bill Neylan, President & CEO of Tax Max (also treasurer of BHPH United), and Paxton Wright, Managing Partner of Primalend (also President of BHPH United) are here to talk about the event, what you will learn, why you should come, and why BHPH United was formed. Check it out!

What did Master Yoda say? Do or do not, there is no try. The number of people complaining to my team about how difficult or "stupid" it is or that they simply don't want to follow a script has risen to an alarming rate. This podcast might not be for everyone, because I am going to speak freely and you will have to pack your ego away to listen to it, but you SHOULD listen to it! Why should you listen to it? Because Coach Paloma's daughter role-plays the script with her for fun, and she NAILS IT! So join me as we talk about why it's not hard, why you should try it, and how using it can positively impact your sales. You will never know how successful you can be if you always stand in your own way.

Learn all about the different ways these two are helping to transform the BHPH industry. This episode is packed full of helpful information for new stores or stores who want to up their game. Don't miss it!

The new Safeguards Rule requires non-banking financial institutions, such as motor vehicle dealers, to develop, implement, and maintain a comprehensive security program to keep their customers' information safe. While the deadline has been extended, some of the rules are required to be in place NOW! Learn the basics in this podcast where Ignite Consulting Partners' Richard Hudson joins us. 

Do you own a store with bi-lingual staff or are you a rep who is bi-lingual? Then this episode is just for you! We will tackle how to train, scripts, verbiage and proper translations in this episode. Join Maggie & Chief Bi-lingual Coach Paloma as we dive into everything bi-lingual. Don't miss it!

Want to know what Bre thinks of the script, how she learned to use it, and what her tips are for a successful call? Hear directly from someone on the front lines in this episode! This is one you do NOT want to miss!!

This is probably one of the most mishandled types of calls we hear. You have a customer with little income, no driver's license or they live outside of your lending radius. What do you do? Most of the time we hear the customer get interrupted during their explanation and the rep or sales person explains they cannot help. That would not be the best way to handle this opportunity. In this call, lets listen to how Bre handles this call with empathy, professionalism and great customer service.

Bre will be our special guest on Friday, so stay tuned to hear her tips for following a script and process.

Do you struggle with turnover in your collections department?  I interviewed one of THE BEST collection managers out there, Audrae Dollar from Rainey Used Cars. Join us as we talk about employee retention, managing a team who works from home and we'll tackle implementing training. After that's all said and done, I will play an example collections call where information is verified and payment is taken in under a minute. 

Are you the problem? Please don't be the problem. It is really easy to be afraid of new things, but training should not be one of them, especially when it should positively impact your work environment and make your job easier! In this podcast, let's explore some of the reasons people refuse training and some solutions to the problem. Hint: the solution isn't to quit training!! When has the solution ever been to just give up?

We need to chat about this topic, again! Follow-ups are still a huge issue, so let's tackle them again. In August, I had a feature article in Dealer Used Car Magazine on this very topic, so let's dive in and focus on selling more customers!

If you work in collections, you have been there. You pick up the phone and call a customer only to find out they made an arrangement with someone else and no notes were entered. In this episode, let's explore WHY you want to take good notes and what type of information you should keep track of. Trust me, good note-taking will prevent future headaches!

Do you want to do some internal scoring of your sales department? Or are you a salesperson who wants to learn on your own how to improve your calls? In this podcast I will review how to choose calls to review, how many to review and how to score them. I recently spoke at TIADA on this topic, so if you missed it, this podcast is for you! Enjoy!

How do we make this work? What is the best way to handle applications over the phone? Do I do this in several calls or just one?! HELP!! In this episode, I will answer all those questions and you can hear a real application call. Check it out, and don't forget to share!!

Today we have a special guest, Coach Robin! She joins us to talk about Closure and the important key components of working this step into your calls, whether you have an appointment scheduled with the customer or not. Check out this episode jam-packed with tips and tricks on improving your customer service skills and SHOW RATIOS!!

TIP: FOLLOW UP WITH YOUR CUSTOMERS!! I know this is a hot topic, but I also know it is one of the most forgotten steps in the entire process, aside from calling the customer initially of course. Keep in mind a good follow-up process is gold. Listen to this podcast for awesome tips you can implement right away to up your follow-up game! 

Lots of dealership websites have applications customers can complete online, but how do we handle these calls effectively? In this week's call, let's listen to a call that was placed to a customer after she had filled out an online application. This is the first communication between the customer and the salesperson, judge for yourself how efficient he is at helping her get into a vehicle! 

The trick to leaving fewer messages is to call the customer as quickly as possible when you receive their lead. Obviously, even the fastest responders still have to leave messages, so what should they sound like? Is "good news" really that terrible? Should we answer all of their questions in the voicemail? Find out by listening to this week's podcast! 

This week let's check out a common example of what can happen if all of your staff isn't cross-trained to handle sales calls. Cross-training can be incredibly helpful for dealerships, especially smaller stores with limited staff. Anyone can handle a sales call if they are trained properly. Check out this example to see why that is crucial!

Elevate with C&M Coaching's first-ever guest on our podcast is the amazing David Brotherton. Join us as we talk about Buckeye's new Dealer Performance Groups, the BHPH United Summit and Compliance Unleashed where we will have a joint speaking session. We also talk about handling internet leads. This episode is awesome, check it out!

The harsh reality is that advertising without training is a waste of money. If we are going to invest in advertising - we must invest in training! When it comes to helping your team, provide them with tools and tracks so that they have a proper path to follow. There is a right way and wrong way to handle phone calls. Does your team know what to say on the phone? The best thing that you can do is be an advocate for your team so that they know you are as invested in their success, as you are in your advertising. In this episode, let's get real about why so many stores spend thousands to advertise but don't see a return on their investment. It's about to get uncomfortable... be sure you stick around to the end for some exciting news about next week's episode - and of course, hear the tips on how to help your team succeed! 

This week I am going back to my roots with a retail call! I started coaching retail calls in 2011 and have coached hundreds of thousands of calls since then. Listen to this episode for tips on how to open the funnel in a vehicle-focused call, set a tentative appointment and deal with customer questions. 

Check out some of the common mistakes we see with both internet lead handling and inbound calls. All of it ties in with how we communicate with the customer (or not!) and what we should be doing instead...hint: it's communicating with them!

"New Year! New You!" is such a common phrase. What if it's "New Year! New Call Process that WORKS!" instead. In this episode, we will listen to a call from a current client that is NAILING their effort and call quality. This call is a great example of how you can handle outbound sales calls effectively, in a short period of time, while building excellent rapport. Congrats to this mystery sales rep who is featured and keep up the great job!

This week is a quick combined episode since we have a holiday coming up. We will be listening to a sales call that is not only poor but also super common. When we call into dealerships for free samples, we hear calls exactly like this ALL THE TIME. Check out how this call is handled, some of the excuses we commonly hear and learn how to handle this call properly instead. Have a happy holiday and see you next week!

This week we explore an inbound call that is almost shorter than the amount of time I sat on hold. This is a typical sales call, one we hear several times a day. There is a lot to unpack in this call, so listen to this episode for free tips on how to build rapport and avoid your calls sounding like this!

Fielding calls from customers who may not meet your basic, minimum requirements might be a hassle. But how you handle those calls directly affects your reputation and the potential to earn that customer's business somewhere down the road. Giving them a brief "no" and ending the call is not the proper way to grow your business, nor does it match what we advertise - that we are here to help people in all types of situations. So, what should you do if this happens in one of your sales calls? Spend the next 14 minutes learning what we should do and WHY we should do it differently. 

If you have a service department, this call is for you! Check out some of the mistakes made in this call and try to identify them before I bring them up. Can you hear what is happening in this call and who is controlling it? Service departments are such an important part of a store, we must make sure our customer service is top-notch if we want returning customers! 

It happens. You speak to a customer, they won't make an appointment to come in, the call ends and you spend hours leaving follow-up voicemails...and no one ever calls you back. In this episode, let's explore why that may happen, learn how to avoid it, and dive into what we need to do when leaving messages or how to handle the call if you can actually get them back on the phone. This is a challenging topic, use these tips to help you follow up with unsold customers!

Did you know that first impression are built within the first few seconds of the call? That means whoever is answering your phone and speaking to your customer first, is setting the tone for the entire conversation. If their greeting is dull or incomplete, it will negatively impact your customer's opinion of your business. Let's listen to a few example greetings together and talk about what you can do to impact the customer's perspective by simply improving your greetings!

Asking for referrals can be awkward, so I packed today's podcast with tips on ways you can ask for referrals and things you can do in-store to obtain as many as possible. How you treat each customer can determine whether or not they feel comfortable referring their loved ones to you, so let's explore how to maximize your referral potential! 

Music by Bensound.com

This week, we listen to an inbound call that we placed after submitting a mystery shop to a client, and we received no call from them. When we mystery shop, we pose as a local customer, so essentially you can get the full customer experience start to finish from a mystery shop. In today's example, the store never called (wait till you hear how many days went by and they still hadn't called), so we called them using the same alias to see what happened. This call is packed full of free training, so check it out ASAP!! 

Hot Topic: Answering Questions! In this episode, we will discuss the most common questions automotive salespeople are asked and chat about the best time to answer them, and how to answer them! Leave with real tips you can implement today to ensure a successful sales call. 

This week's "Call of the Week" explores the success of outbound calls, which occur when a customer submits an inquiry to your dealership. We will listen to an example call and coach it together. Check this episode out for maximum success on your outbound calls!

Wait until you hear how many Mystery Shops C&M Coaching completed, and how many of them actually called us (posing as a customer) over the course of 5 days! Hint: it's NOT GOOD! Check out this episode for details on response time and the homework you should complete before picking up the phone!

If your dealership has a collections department, this episode is for you! Today I will play a real collections call, that has been scrubbed of all personal details, and review my tips for perfecting your collections calls. This episode is quick and packed with great content. Check it out!

Music by bensound.com

During my career, I have heard many arguments about whether a word track or a script is effective. In this episode, I will review the top 5 excuses I have heard over the last decade, and deliver tips on overcoming each of them. If you are trying to implement a word track or phone process and are experiencing pushback from your team, this is for you. Lots of tips are packed into this 10-minute podcast, don't miss it!

Music by Bensound.com