Product Knowledge
This manufacturer makes brands such as Geo Pro, Mini Light, Ultra Lite, Vengeance Rogue
I can't put 3,4, or 5k down I can only do 1k
No problem, you see here for every 1k down the payment changes 20 dollars, so for 40 dollars more than the 3k option do we have a deal? What if I could get you the 3k payment with only 1k down?
The first step in the road to the sale
Meet and Greet
In a typical deal negotiation, the person who talks first does this
LOSES!
The 3 types of leads you can log in VIN
Internet, Phone, Walk in
Name 3 brands we carry of travel trailers
Coachmen Catalina
Rockwood Mini/Ultra Light
Vintage Cruiser
My trade value is too low
I understand you were hoping to get more for your trade. If I was able to get you more, your payment would be here, does that work? So as long as I get to that payment, you'll be happy no matter how I get there? OR If I can get my manager to bump your trade to X would you buy now?
This is the main example of a trial close
If all terms and conditions are agreeable, is this the camper you want to buy now?
The information your manager needs to pencil the deal
A fully completed write up! Name, address, vehicle of interest, tow vehicle, stock #, sale price, trade info, full trade appraisal, payoff info
Covideo can be used for these things
Introduce yourself and put a face to a name, do a walk around of a unit, show specific issues with a used unit, pump your sold customer up for delivery once its on the pad, advertise specials going on
This Manufacturer currently has the most new units on our lot
Rockwood - 13
Coachmen - 12
Keystone - 12
Dutchmen - 6
Gulf Stream - 3
Travel lite - 3
East To West - 2
"I am going to my own bank" or "what's my interest rate"
We have one of the best finance departments available to us, with over 30 national banks and local credit unions at our disposal. We can often beat your rate and/or extend your term to help you get the lowest base payment. What is your current bank? I don't know much about interest rates, all I know is no one has ever left my finance managers office upset. Let me get my finance manager they can explain more.
When doing a needs discovery, these questions may be helpful
What is your tow vehicle? How many do you need to sleep? Do you travel or stay at a permanent site? What is your budget? New or used?
This should be your question whenever a customer makes an offer
If I could, would you? It sounds simple and cheesy, but it is effective. If I could get that (payment, trade value, sale price,etc) would you buy now? Always redirect to payment. Most buyers only care about payment and are using the other issues as deflection. If I can get the sale price to X and it makes your payment Y, would you buy now? If no, then payment is the problem, not X
The information you should leave in a voicemail when cold calling
Your name and number to be reached back at, answer any questions regarding the lead they submitted, explain you will also be reaching out via email and text if that works better for them
We carry everything big & small, this is the longest and this is the shortest
2023 Viking LS 1706XLS - smallest 12'
2021 Forest River Rogue 4007 - longest 44'
I didn't see anything I liked
Lets sit down and see if any of our other locations have something that would fit your needs. Do you mind my asking why x y or z matters to you? Which features matter the most and which could you live without? To be honest campers only give so much room to work, so most often if you find one that checks 8 of your 10 boxes that one is the one. A perfect 10/10 is hard to find.
This is why the finance TO is an important step in the process
It sets the proper expectations for the customer regarding financing and delivery process, helps to reveal any other objections, allows finance to secure the deal, bump on payment and down payment, confirm personal information
The most important things to remember when presenting a pencil
Big number little number, big savings, little sale price, ONLY x amount down, payment AS LOW AS X, etc., direct everything back to payment
You should always end an email or text with this
A question! This keeps the customer engaged and makes them feel like they owe you an answer or they leave you hanging. Ask when they can come in, what else you can answer, what you can do to earn their business, etc.
My budget is 33k, I can only tow 8k pounds, It has to be 30 feet or less, and I need to sleep 6+
2024 Catalina Legacy Edition 263BHSCK
2023 Gulf Stream® Vintage Cruiser 23RSS
2024 Forest River Rockwood Geo Pro 20BHS
2022 Dutchmen® Astoria 2903BH
2022 Keystone® Springdale 282BH
I saw this camper for cheaper over at X
I understand you want to save the most money, we all do. I do want to make you aware other camper places will charge you for things like the battery, walkthrough, detail, propane , etc when ours is all included. Other places treat you like a number when we treat you like a human. Other places inflate their sale price so they can inflate your trade. Ask them if they would cut you a check at that number. All that being said if I can match their sale price would you buy my camper now?
The number of times you should have a manager T.O. throughout your process
As many times as needed! Sometimes a fresh face helps the customer to open up, reveal hidden objections, ease their worry, confirm their thought process, and feel validated from a place of authority. Get a manager involved whenever you feel stuck or need help!
Explain B.L.I.S
A useful tool for helping explain why our pencils look the way they do. We show you the best down payment options to give you 1. Better terms and conditions (no prepayment or overpayment penalties, better banks) 2. Lower payment and interest rates 3. Instant equity in your future trade 4. Shorter trade cycle (easier to trade sooner)
This is the difference between a Bad and a Lost lead
A bad lead is unable to be worked in any way, either due to bad or no contact info, no intent to buy, a joke, a mistake
A lost lead is a customer we were unable to sell a camper due to no agreement reached, out of market, requested no further contact, bought elsewhere