repeat business sam dantzler powersports industry consultant
TRANSCRIPT
Repeat Business
• Sam Dantzler• Powersports Industry Consultant
• 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
• Boats?• Finance?• Parts & Accessories?• Time or Labor?
• You sell ESCAPE
What do you actually sell?
Purchase, Experience, Behavior
• 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
• 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
• 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
• 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
Jack Pelton – CEO CessnaChairman, President and CEO for Cessna Aircraft Company
Perception is Reality !
• 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
The Show
Scott Fischer
Former multi-line metric dealer
Currently owns 4 H-D dealerships
• 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…
• 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??
• Respect the manner in which the customer wants to be contacted (phone, email, text)
• QR Codes!
Follow-Up, how/when/how often??
• “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
• 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!
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?
Cultivating or Harvesting
• 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
How to find me!
• Sam Dantzler