repeat business sam dantzler powersports industry consultant
TRANSCRIPT
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Repeat Business
• Sam Dantzler• Powersports Industry Consultant
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• Former President and CEO of RPMG• Long-time industry trainer with Lemco
Management Group• Moderator for H-D Performance Groups• Moderator for Triumph Performance Groups• Independent consultant for H-D, Triumph,
Polaris, Ducati
• Enthusiast having owned 56 motorcycles
Sam Dantzler - President Junior Inc,
Founder, Sam’s Powersports Garage
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• Boats?• Finance?• Parts & Accessories?• Time or Labor?
• You sell ESCAPE
What do you actually sell?
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Purchase, Experience, Behavior
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• The Lexus Experience
• Harley's in the Winter
Experience trumps all
LEFT SIDE = PRODUCT RIGHT SIDE = PERSON
RX350 Brandi Dantzler
Oil Change Sam
50K mile service Abigail, Swim Lessons
Yokahoma Tires Leather Chair
Jim Benson Cappuccino
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• What is YOUR Bucket One?• WHY is it your Bucket One?• What percent of America owns a
powersports prod?• 7%, simple math• 3-4%, reality
Welcome to your Bucket One
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• This IS their Bucket One!• We look for opportunities to part
with our money inside of our own Bucket One.
• Trunkie
Bucket One, Con’t
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• Can I help you?• May I help you?• Is there something that I can help
you find?• Are you finding everything all
right?• Can I point you in the right
direction?
Clerking vs. Selling
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Jack Pelton – CEO CessnaChairman, President and CEO for Cessna Aircraft Company
Perception is Reality !
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• Ignored. Didn’t care. Employees laughing and joking, etc…
• Perception is Reality. Include him/her!
• FISH!–Attitude–Play–Make Their Day–Be Present
Customer Inclusion in the Show
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The Show
Scott Fischer
Former multi-line metric dealer
Currently owns 4 H-D dealerships
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• Brand is the dealership• Competition is the marketplace• Giving the dealership tour,
telling the history• Goal of the store is, “Wow,
what an experience• Retaining existing customer
base for current & future sales
A Premium Brand…
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• What is “Follow-up?”• Who do you take calls from?• How many touches until purchase?• What’s your goal of the “touch?”• 1 - Leverage the relationship to
drive traffic• 2 - Leverage the traffic to expedite
touches
Follow-Up, how/when/how often??
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• Respect the manner in which the customer wants to be contacted (phone, email, text)
• QR Codes!
Follow-Up, how/when/how often??
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• “Come over and watch the game!”• Your emotion is tied to the score of
the game.
• Everyone wants to WIN. You can’t WIN if you don’t keep score.
Keep Score
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• What is your current closing percentage?
• What is your current F&I PUS?• What is your current Line Item per
ticket (LIPT)?• What is your current Open-2-Buy?• What is your current P&A per
Repair Order?
Keep Score!
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What’s the OTHER triangle worth?
Salespeople typically stop at, “Tail lights
down the road.”
Per the MIC, how often will
that person trade up?
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Cultivating or Harvesting
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• Experience & people over product• Establish relationships• Leverage relationships to drive traffic• Keep score• Hold yourself and employees
accountable• Create customers for life• The sale ends when YOU do
Summary
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How to find me!
• Sam Dantzler