Tracker Way Professional Sales Process

Tracker Way Sales Process • Professional Preparation

• Acknowledge & Welcome • Needs Assessment

• Product Presentation • Selling the 4 P’s

• Purchase Consultation • Delivery

• Follow up

How Much Horsepower? • Introduce yourselves…. • Who is the “Newest”….? • Who is the “Most Seasoned”…. (years in the Boat Sales Biz)? • How many total years for your row? • What are you hoping to gain today?

The Tracker Way…. Starts with YOU!

Professional Preparation

“90% of baseball is mental. The other half is physical” - legendary New York Yankees catcher Yogi Berra

What’s with the new guy??

• What’s with the New Guy? • How do they act? • How much do they know?

• They don’t know what they don’t know = “Happy People”

• What do they have (and pretty much only have….) to rely on?

• What would it take to be like them….? • Might being more like them help us better prepare for our game?

• Especially when the Dishwasher’s broken…. • And the tranny of the Astro van looks to be shot too….

• Coach Birmingham - The Next Opportunity

Professional Preparation

• Professionals Make a Decision…. • How they feel and act • Most use some form of “The Can”

as they walk through the door each morning!

• Let’s watch these examples of “Professional” Sales Consultants start their day to see if we might pick up some things to model….Or Not?

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Professional Preparation

Look, if you had one shot, or one opportunity to seize everything you ever wanted, one moment, would you capture it or just let it slip?

“You’re about to Make An Impression!”

• ________will be the death of us! • You Don’t Have The Right!!

• A recent Stanford Research Institute study determined, “the path to success is comprised of 88% attitude and only 12% education”.

• What about the Tools of the Trade?

• But….what if you’re the New Guy?

• In honor of legendary Sales Professional Zig Ziglar….I hope we can agree

• The first step in the Tracker Way Sales Process needs to be.…? • A “Check Up, from…. • The Neck Up”!

Professional Preparation Cynicism

• What’s the difference? • You never get a second chance to make a Positive First Impression, and it takes a lifetime to change the one you made! • In Fact, it takes ____ Positive impressions to overcome a single negative.

• So here come some folks now…. • What’s this guy Thinking….? • Now how about our New Guy? • See anything to “Model” or maybe….“Improve”? • Professionals Practice! • Heavy Metal

Acknowledgement & Welcoming

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• People do not want to be sold, but they love to buy and own! • But what do our customers (like us when we are customers….) expect salespeople to do first? • So what should we instead first impress we are? • By talking about anything but…. _____? • What are they buying?? • “Flip for it”? • Who’s in the “Mirror”?

Acknowledgement & Welcoming

Acknowledgement & Welcoming Customer’s Goal VS. Our Goal

How do you overcome Conflicting Missions?

SELL,

SELL, SELL!!!

Mission Statements • Our Customer’s Mission Statement:

• “Go into the dealership, Gather all the information I can - Product, Place, People, Price, Payment, Trade Value, Etc., Take that information, Leave the dealership, and Continue to Shop.”

• Sales “Consultant’s” Mission Statement: • “To find a boat that will fulfill the customers wants and needs within their budget, and gain a

commitment from them to buy it…. TODAY!

• See the Conflict? And what is creating it??

• What is the customer afraid of….that is also the worst thing a Tracker Way Consultant could let happen?

• Leading Vs. Following in the sales process….

• WHO IS ANSWERING ALL THE QUESTIONS?

Evaluating Wants, Needs and Budget Needs Assessment

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• Make the transition with permission • Take your time and get to

Know Your Customer! • Ask great Open-Ended Questions • Listen to Understand….like Clinton?

• Bill! • Take Notes

Anchor Points • Critical and (often) Unique points of importance! • What to ask? • Begin “Anchoring” (Not Premature Selling), our Product,

Services, and Selves • We do this by letting the customer know we

understand what they are telling us throughout assessing needs. How?

• Imagine cleating off a line to hold each point in place for now….till we come back to bring them in later!

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Seeing the “Customer’s Picture”

Attaching a Lifeline • You’re the Pilot of the Ship, but….

• Don’t navigate alone….in the dark! • Ever say to yourself….(too late), “Boy I wish I would have….?”

• “Well folks, I’m excited!” • “If you’ll relax for just a moment….I’ll be right back with something I want to show you!”

• Check your inventory, talk about the trade, Urgency!

• Clear your Head, See what you Missed

• Let them clear their heads, and….

• Get Rid of “The LOOK!”

Presentation

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• Re-Create THEIR Picture with our product, Painting and Transferring Ownership of it to them!

• Get everyone In The Boat and Involved!

• Importance of Body Language and Confidence • Verbal and Non-Verbal Communication

• Our communication consists of the three elements. What percentage of the total does each account for? • Words used (What we say) ______ • Tone (How we say it) ______ • Body Language ______

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7-10% 20-30%

60-80%

• Enthusi.a.s.m. • Unless one of you gets excited, there will be no sale!

• Interject personal experience • Check Accuracy often, asking for affirmation

• Honesty • You can tell a customer anything….as long as it’s ___ _____!

• Not what it is….but what it _____

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the truth

does!

Feature…. Feature.… Feature….

Blah Blah Blah

=

Pull in the Anchor Points important to the customer, not just the many we know!

How do you handle the competition?

What’s In It For ME?

“Pitch” or Presentation

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90% of Customers Research On-line

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• “_____ is a Conclusion that the Customer reaches” • Presenting “NO HASSLE / NO HAGGLE”

• History = “For all 38 years in business.…” • We have been an “Open Book” • “I have “No Fear”….” • “We throw all the cards on the table”

• Advantage • “When was the last time….?” • “Every one hates….” • “You really don’t want me throwing in….because….” • “I was lying to you….!” • Integrity of the Brand and YOU!

Value

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The “Ultimate Close” • The Sales Time Triangle

Meet & Greet

Qualifying

Presenting

C L O S I N G

Presenting

Assessing Needs

Acknowledging & Welcoming

Affirmation

Affirmation (Closing) is the Natural Progression of the Deal!

Trial Close Have we been Checking…. “Purchase Temperature?” If yes, Ask Questions that assume they have already bought the boat!

Purchase Consultation What is the customer thinking at this point?

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Purchase Consultation Asking for the Purchase Commitment

• Again, what is the goal of every presentation? • Have you earned the right to ask them to purchase? • Assume they expect (and may simply need….) you to! • And that the answer will be “Let’s Do It!” • What’s the harm if they say no?? • Missouri’s own – Mark Twain

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Purchase Consultation Isolating and Overcoming Customer Concerns

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Isolating and Overcoming Customer Concerns

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• Common Opportunities • “We want to look around….” • “Don’t want to rush….” • “First place we shopped….”

• Don’t take it personal!

• Say Thanks!! • You can’t fix it if you don’t know its broken! • Did you have any concerns when you made a big purchase decision?

• Repeat concern, then handle through the…. “E.R.” model • “E” = Emotional / Empathy

• First, listen with intent to understand and respond with empathy • “R” = Rational

• Isolate the real concern • Using the “Pitcher of Value”

• Use logic and support it with appropriate information to address the concern • Closes / Overcoming Objections

• “I believe the worst thing that could happen is you run into a “Salesman” more out to SELL whatever they can than to “Help You Buy” the right boat….!”

• “And, I don’t get to help you do that anywhere else!” 127

Isolating and Overcoming Customer Concerns

Purchase Consultation Pulling in the Lifeline

(when necessary)

SAIL YOUR SHIP ALONE….or sell more boats??? • “I’ll be right back….”

• 1. You’ve done everything you can to put the deal together.

• 2. But have We done everything we can to move the customer as far along as possible?

• Fill manager / partner in on details before introduction.

• Managers should have info received during “Attachment”

• “In the event you come back and I am not here….”

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Importance of Finance • The #1 Killer of deals is….____! • Is EVERY deal seeing the Business Office prior to leaving the

store, regardless of how the wants to pay? • Phone Deals?

• Does Business Office get a T/O here too….while rapport can be transferred rather than rebuilt later?

Time

Follow Up (Not Sold) • How will you be remembered?

• Or will you….?

• Enter “Welcome Aboard” into CRM system • How soon will your next effort be to contact? • “Thanks for Coming In” card or email? • Get Hyper!

World-Class Deliveries Be Proactive

and Prepared!

Available on Tracnet Tracker

University

World-Class Deliveries Be Consistent!

Follow up after the sale • Hand written “Thank You for your purchase” within three days

after delivery • Follow up call within seven days after the delivery • Monitor VOC • For every unsatisfied customer who complains, there are ___

other unhappy customers who say nothing. And of those ___, ___ won’t come back – US Office of Consumer Affairs

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Voice of the Customer

“Great experience buying a new boat” “All I can say is they were great and I tell everyone about them”

“This is the third boat I've bought from ABC Marine. They are excellent. I'll never buy a boat anywhere else.”

“This is my 2nd boat from XYZ Marine over many years. They are simply the best. They make you feel like family.”

“We have already built some wonderful memories with our family and friends” “We called ahead and they had the boat uncovered and ready for us to look at initially. They kept us informed about the progress of financing”.

“We purchased this boat on July 08, 2016. We ordered snap on bow and stern covers and snap in woven floor carpet. Today is August 1, 2016 and our boat is still at the dealer without covers or carpet, and my family is about to make our first payment on the boat that we do not have. Our dealer can not even give us a date when these items may arrive. They say Tahoe is in Missouri??? The dealer guys are very courteous always, but zero help. At the mercy of Tahoe or tracker marine?”

“Everything was great except my spare tire and cover were not available for up to 4 weeks after I purchased the boat. Also my rub rail lights were not working and I have to bring the boat back to the dealer to have replaced. I was also missing the dry storage container which goes in the cooler.”

They couldn't deliver the boat until about 3 weeks after the purchase and when told it was ready to pick up, it wasn't I had to wait 3 more hours. All the options were not installed when I got there. Finally got it home, launched it and the starter would not start. Towed back to dealership on Memorial Day and found out starter was bad, relay blown and ignition switch was bad. Took another 3 weeks to pick up. When took home after that, I tried to use it and found the Battery had been drained due to them leaving the ignition on accessory position and radio on. They delivered a battery to my house and installed it and also brought me a remote for my trolling motor that they had forgot. Took back in a week later to complete installation of options I purchase and they miss drilled the holes for the Cockpit cover and had to send to a fiberglass shop to have repaired. Wasn't ready from that trip until over 5 weeks. I finally got to use the boat for about 3 weeks with out the Trim Gauge working, Bilge Pump not working and a few other problems. Contacted dealer about all this in July and I am just now able to take it in for repairs today September 22, 2015. They constantly give me all kinds of excuses and never return calls. Can't get them on the phone. Leave message and they don't return the calls. Absolutely no customer service.

Thanks for Coming!

Have Fun Selling Fun!