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How to get your customers to say, ‘I’ll take it’

February 28, 2011

How do some experienced salespeople make selling motorcycles seem so easy? The simple answer is that they have mastered three basic steps: trust, understanding and value. Yes, the motorcycle sales process consists of many more than three steps, but these three often separate the beginners from the pros. First,... Read more »

Increase the odds of honesty for service department feedback

February 15, 2011

The following is based upon a real-life customer service call center report. Scenario – The sales team at a dealership continues to report a high rate of customer dissatisfaction with the service department. The service department, however, consistently gets good results from the few returned surveys... Read more »

How to avoid, ‘No thanks, I’m just looking’

January 26, 2011

Salesperson asks, “Can I help you?” Shopper answers, “No thanks, I’m just looking.” Ten minutes later the shopper walks out the door. The shopper was interested in motorcycles. You are interested in selling them a motorcycle. What was the problem? You heard what the shopper said, but this is... Read more »

Five no-cost ways to make your store more profitable

January 14, 2011

1. Change your Attitude – In 2011, things are heading in a better direction. Changing your outlook, your drive and determinations and the way you look at the business can give you the greatest return at no cost. Maybe except for your pride, but you can’t bank pride… 2. Decide to set a higher... Read more »

Make a customer a friend

December 30, 2010

Every week I get to talk to dealers like you. Whether I’m working on a story for the magazine or one of the Power Profiles, it’s great to have the opportunity to talk to our readership and hear anecdotally what’s going on in the industry, rather than just looking at statistics and general information. Lately,... Read more »

Share your customer service triumphs

December 2, 2010

The National Retail Federation has announced the top 10 retailers for customer service, as selected by shoppers in the sixth annual NRF Foundation/American Express Customers’ Choice survey. The survey, which asked more than 9,000 shoppers which retailer provides the best customer service, was conducted... Read more »

Correcting a common service department issue

September 17, 2010

The following is based on upon a real-life customer service call center report. Scenario – Your call center reports a customer was very unhappy with their service experience at your dealership. The crux of the issue is the customer was lead to believe that his motorcycle needed about $200 worth of... Read more »

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