Comments on: Hiring for Internet Department Success http://dealeradvantage.cars.com/da/2008/10/hiring-for-internet-department-success/ Free enewsletter filled with articles to help you maximize your advertising investment. Thu, 19 Nov 2009 21:04:53 +0000 http://wordpress.org/?v=2.8.6 hourly 1 By: Jim Chamberlain http://dealeradvantage.cars.com/da/2008/10/hiring-for-internet-department-success/comment-page-1/#comment-307 Jim Chamberlain Thu, 30 Oct 2008 20:29:28 +0000 http://dealeradvantage.cars.com/da/?p=768#comment-307 First of all, almost everyone is an Internet Customer. The true distinction is whether they are a “lead customer”, “phone customer” or “walk-in”. Almost ALL of them have done their research on the internet. Assume they are all Internet Customers. The process however is different for each of these distinctions and should be handled accordingly. The customer’s method of contact with us is an indication of their level of comfort with the buying process and to some degree an insight into their buying time (walk-ins don’t usually come into the dealership 60-90 days before they are ready to buy). This isn’t real complicated. We need to put more attention into who we hire to manage our departments (Internet, BDC, and Sales Floor) because the salespeople will only do what they are told to do. Hire Managers that will manage and salespeople that are manageable. The biggest complaint I hear from managers is that their people won’t follow-up with their customers. The ultimate responsibility here falls back to the manager. The salespeople that handle your leads will develop the best CRM habits and phone skills because of the nature of their job. This is who you should give ALL your phone-ups to. Properly trained and managed, the “Lead Team” will become your strongest salespeople if you have managers that will hold them accountable to your lead follow-up process. First of all, almost everyone is an Internet Customer. The true distinction is whether they are a “lead customer”, “phone customer” or “walk-in”. Almost ALL of them have done their research on the internet. Assume they are all Internet Customers.

The process however is different for each of these distinctions and should be handled accordingly. The customer’s method of contact with us is an indication of their level of comfort with the buying process and to some degree an insight into their buying time (walk-ins don’t usually come into the dealership 60-90 days before they are ready to buy). This isn’t real complicated. We need to put more attention into who we hire to manage our departments (Internet, BDC, and Sales Floor) because the salespeople will only do what they are told to do. Hire Managers that will manage and salespeople that are manageable. The biggest complaint I hear from managers is that their people won’t follow-up with their customers. The ultimate responsibility here falls back to the manager.

The salespeople that handle your leads will develop the best CRM habits and phone skills because of the nature of their job. This is who you should give ALL your phone-ups to.

Properly trained and managed, the “Lead Team” will become your strongest salespeople if you have managers that will hold them accountable to your lead follow-up process.

]]> By: Sam Kline http://dealeradvantage.cars.com/da/2008/10/hiring-for-internet-department-success/comment-page-1/#comment-306 Sam Kline Wed, 29 Oct 2008 23:44:22 +0000 http://dealeradvantage.cars.com/da/?p=768#comment-306 Shortly if not now all of our consumers will be contacting us via the internet prior to purchases, and that means there will be no more retail verses internet sales person seperation. Allowing the sales person to be classified one way or another doesnt work for us and is old school thinking in a new world. Natural or trained sales talent that cant function because of a computer or phone was never that to begin with. This current economy is certain to prove out that there are no internet customers just people with the same concerns they have always had contacting us in a way some of us refuse to embrace. Shortly if not now all of our consumers will be contacting us via the internet prior to purchases, and that means there will be no more retail verses internet sales person seperation. Allowing the sales person to be classified one way or another doesnt work for us and is old school thinking in a new world. Natural or trained sales talent that cant function because of a computer or phone was never that to begin with. This current economy is certain to prove out that there are no internet customers just people with the same concerns they have always had contacting us in a way some of us refuse to embrace.

]]> By: Greg Sanders http://dealeradvantage.cars.com/da/2008/10/hiring-for-internet-department-success/comment-page-1/#comment-299 Greg Sanders Mon, 27 Oct 2008 23:19:38 +0000 http://dealeradvantage.cars.com/da/?p=768#comment-299 While I agree with most everything in this article, there are two items where I must offer a differing opinion. Floor sales rewards the more aggressive sales person - the one that is looking for the quick close and the highest gross. Because of their very nature, they are less likely to be good at building the "relationship" necessary for the longer cycle of the Internet sale. I have very good success bringing up to the internet department, floor salesmen who were struggling becaused they lacked the "killer instinct". Maybe I just got lucky but I've found these types of salespeople like to build the relationships that are neccessary for Internet sales but that can be a deal killer on the floor. What I look for in an Internet sales rep is the "best-educated, most-informed" salesman. After all, "internet customers are probably your best educated, most-informed customers". While I agree with most everything in this article, there are two items where I must offer a differing opinion.

Floor sales rewards the more aggressive sales person – the one that is looking for the quick close and the highest gross. Because of their very nature, they are less likely to be good at building the “relationship” necessary for the longer cycle of the Internet sale.

I have very good success bringing up to the internet department, floor salesmen who were struggling becaused they lacked the “killer instinct”. Maybe I just got lucky but I’ve found these types of salespeople like to build the relationships that are neccessary for Internet sales but that can be a deal killer on the floor.

What I look for in an Internet sales rep is the “best-educated, most-informed” salesman. After all, “internet customers are probably your best educated, most-informed customers”.

]]> By: Greg Connor http://dealeradvantage.cars.com/da/2008/10/hiring-for-internet-department-success/comment-page-1/#comment-298 Greg Connor Mon, 27 Oct 2008 23:06:41 +0000 http://dealeradvantage.cars.com/da/?p=768#comment-298 As we have spread out ecommerce sales throught out our retail sales force we have found by experience that our best sales staff DOES make the best sales person in this area. Sales talent does NOT lessen because of a phone or a computer. While other skill sets are helpful they are far in away not the important ones that cant be taught. This transition may take work that is sorely missing and undesirable but is the responsiblity of todays manager. As we have spread out ecommerce sales throught out our retail sales force we have found by experience that our best sales staff DOES make the best sales person in this area. Sales talent does NOT lessen because of a phone or a computer. While other skill sets are helpful they are far in away not the important ones that cant be taught. This transition may take work that is sorely missing and undesirable but is the responsiblity of todays manager.

]]> By: Kathleen Collins http://dealeradvantage.cars.com/da/2008/10/hiring-for-internet-department-success/comment-page-1/#comment-296 Kathleen Collins Mon, 27 Oct 2008 21:47:35 +0000 http://dealeradvantage.cars.com/da/?p=768#comment-296 one in four internet hits are based on researching or looking for car/truck information. When a lead does get directed to an internet department...they are looking for something...and often times they don't know quite what they are looking for. To get someone into the dealership to eventually see and feel the vehicle is the goal...and then it is the salesman's role to sell the vehicle. When the internet department gets the lead into the showroom--they have done their job. The problem arises is that too many dealerships and thought process out there links the final sale to the pay of the internet person which is unfair because the internet person does not have control over that end process. If the industry developed a fairer way to pay the internet department...people would be more motivated. one in four internet hits are based on researching or looking for car/truck information. When a lead does get directed to an internet department…they are looking for something…and often times they don’t know quite what they are looking for. To get someone into the dealership to eventually see and feel the vehicle is the goal…and then it is the salesman’s role to sell the vehicle. When the internet department gets the lead into the showroom–they have done their job. The problem arises is that too many dealerships and thought process out there links the final sale to the pay of the internet person which is unfair because the internet person does not have control over that end process. If the industry developed a fairer way to pay the internet department…people would be more motivated.

]]> By: Chad Polk http://dealeradvantage.cars.com/da/2008/10/hiring-for-internet-department-success/comment-page-1/#comment-293 Chad Polk Mon, 27 Oct 2008 14:55:49 +0000 http://dealeradvantage.cars.com/da/?p=768#comment-293 Working with thousands of ISMs we know that there is no secret sauce, but one thing in the article is spot on: you can teach instinctive sales people how to use and sell online and over the phone. Computers and internet use are things you can figure out, read up on, and practice. Sales instincts and "want-to" can not be taught. Also, internet sales are NOT something you put your best sales person on. If you are in the early stages of expanding your internet department, identify the person(s) with the most future upside. Making the top sales dog transition to internet sales is extremely tough, but the hungry sales rep that has obvious ambition with developing skills has a much better likelihood to succeed. That is what it's about right: putting your staff in a position to succeed! Chad Polk AutoRevo.com Working with thousands of ISMs we know that there is no secret sauce, but one thing in the article is spot on: you can teach instinctive sales people how to use and sell online and over the phone. Computers and internet use are things you can figure out, read up on, and practice. Sales instincts and “want-to” can not be taught.

Also, internet sales are NOT something you put your best sales person on. If you are in the early stages of expanding your internet department, identify the person(s) with the most future upside. Making the top sales dog transition to internet sales is extremely tough, but the hungry sales rep that has obvious ambition with developing skills has a much better likelihood to succeed.

That is what it’s about right: putting your staff in a position to succeed!

Chad Polk
AutoRevo.com

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