#Wilde honda install
“I’d say the biggest value on our install and making it successful, is we had already committed to training we received from Alan Ram’s Proactive Training Solutions, and how that technique ladders so well in working a rotation with Nextup. Jay speaks about how Wilde Honda prepared the team for implementation. Good intentions don’t always generate positive results. From a GM’s stand-point, salespeople standing around on the floor also means that time-sensitive CRM follow-up is not occurring for potential buyers.”īringing in new software, new processes are always a challenge for a dealership. Build the process, from walk-in through delivery, that should run like a well-oiled machine. It’s changed the game for sure, as far as the long-term vision for the business, as far as keeping good salespeople. Our salespeople don’t have to worry about getting skated, and not being out front. We say come in, be super efficient, put your head down and go to work when you’re not up. So I saw Nextup as a platform to achieve our vision. And that just doesn’t happen in the car business. We want them to enjoy their kids and wives, their lives. “I want my top salespeople to have awesome family lives. The idea behind Nextup, which how it works so well for us, is I want them to be efficient in the time they’re here.” They’re just standing outside, you know, that’s not professional. We want to call them professionals just because they have a job, not because of what they do. But we’ve invested a lot of time and energy in training and we feel it’s important for the salesperson to recognize themselves as a professional. “We could probably sustain for a while, being like the other stores in our area, just allowing people to stand around and make decisions on our behalf in regards to when and how they’ll engage customers. But do they live and breathe it every day. It looks ridiculous.”Įvery dealership has a vision for the experience they provide their customers and the experience they provide their employees. It definitely works well for the one and two position to be outside but we had Saturdays where there would be 14, 15 people out front. The way our lot lays out, you have to be outside to see the lot. And we’re in sales from Florida, so outside is a good place to be. I mean, we had a hard fast rule, no more than two people outside.
A hand-written system but it still didn’t keep people from loitering out front. Unfortunately, they don’t know anything except to stand outside and wait for a customer.” They want to come in here and sell a lot of cars but they don’t want to adopt any of the dealership’s process or culture because they know different. You also occasionally hire ‘single-minded’ veterans, those who tend to float around between stores. “We had to get away from having three, four guys out front, just looks awful.
So that was my biggest problem, how do we fix that. We’re just going down the same path as many others and probably losing business as we go.
#Wilde honda update
It was important for us to update the sales process using modern technology.The main challenge is that age-old picture that Nextup highlights for dealers, that experience of the whole crew standing out front of the dealership. Jay put it simply, “We’re trying to get better across the board. He noticed habits forming that he knew would ultimately affect the customer experience. Jay Alexander, General Sales Manager of Wilde Honda, knew that he wanted to improve his store’s process, even when he was out-pacing a Toyota store right across the street. Nextup provides in-depth tracking for customer engagement processes and offers opportunities to improve both customer service and time management. There are four components within the Nextup platform: Engage: focused on Sales, Drive: tracking and auditing the test-drive Transact: geared towards Finance and Maintain: targeting Service activities. Launched in 2007 by CEO Clint Burns, Nextup Managed Retail Sales Process (MRSP) assists dealerships in monitoring and measuring team performances while ensuring effective customer engagement in the showroom, in the finance office, and in the service drive. From a GM’s stand-point, salespeople standing around on the floor also means that time-sensitive follow-up is not occurring for potential buyers. The process, from walk-in through delivery, should run like a well-oiled machine. When there are too many salespeople loitering in the showroom or perhaps none at all, poor first impressions are created. Today’s customer spends 12.5 hours shopping online, arriving at the dealership better informed and with a higher expectation of the retail sales process.
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