May 5, 2024 • 15 mins
On today's episode of 'Prepare to Win' - join David Lowe and Grace Lupoi as they discuss what the process is, and who it's really designed to serve. Too often, we forget that processes serve US; not the other way around! Tune in to listen and reflect on how processes serve you, and find ways to maximize them in your life.
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Call or Text David @ 765-560-7338
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Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
David Lowe (00:00):
So process produces predictable results, doesn't it?
Grace Lupoi (00:03):
It sure does.
David Lowe (00:04):
But who's the process actually for?
Stay tuned to find out.
Grace Lupoi (00:18):
Hi, welcome to Prepare to Win.
I'm Grace Lupoi.
I'm here with David Lowe andyou just said we're talking
about process and how itproduces that predictable result
.
Right, and that's one thingthat you taught me whenever I
was first in service.
Yeah, that's right, six yearsago.
David Lowe (00:30):
That's right.
So, yeah, so, obviously, if youwant to accomplish something,
you come up and say where am Iand what do I want and how do I
get there?
Right, so that's the visionprocess that we all use Google
map, right?
Where am I now?
Where do I want to go?
How do I get there?
So I think sometimes peoplethink processes are something
(00:52):
that we have to follow.
We forgot that processes werecreated to make the journey
faster and better and easier.
Right, so a process, andactually in today's episode,
we're going to talk about thesales process.
However, the principles we'retalking about apply to kind of
anything you're doingprocess-wise, right?
(01:15):
Especially if you're workingwith a team, right?
How do we communicate?
This is how we do things.
We grab a new team member.
We got to hand them.
Our playbook is how we dothings.
We grab a new team member.
We got to hand them ourplaybook, in other words, our
set of processes.
This is how we score, this ishow we win.
So we talked about well, we hada big class in here and we were
(01:37):
talking about the process andwe thought each step was
designed to create an outcome.
That's right.
Nothing is random, right, andso as well, in the sale game,
we're selling cars.
We know when a buyer comes in.
They're uncomfortable right.
So we said, hey, the first thingwe got to do is establish
relationship and trust rightFirst of all.
(01:57):
And so now, how do you do that?
So we came up and we said,let's go ahead and we call the
step.
Grace Lupoi (02:05):
The welcome step.
David Lowe (02:06):
And the goal is to make.
Them feel comfortable Now isthat for the customer or is that
for the salesperson, the salesconsultant?
So I've been to I don't knowhundreds and hundreds of
dealerships, of course, and it'sinteresting to watch the
dynamics from the floor when youdon't work there, and you can
see people standing aroundlooking out the window and you
(02:29):
can see customers drive in, andyou can also see a lot of
salesmen starting the way ShouldI go out there?
Is this a buyer?
It's funny.
They watch people get out ofthe car.
Yeah, and you don't even see twoor three salesmen hanging out
together and they're allwatching who's going to go out.
I've actually seen salesmen gohey, I'm going to lunch, you
(02:49):
guys want that?
I don't even know what they'redoing there.
So it's really strange.
So it seems like that initialcontact, even for sales
consultants right, it's justkind of uncomfortable.
Yeah, it's important that we doa good job, so is the welcome
step for the customer makingthem feel comfortable, or is it
(03:11):
just as much there for the salesconsultant?
Does that make sense?
So, as we walk through thisprocess, in this building
professional relationship andtrust, we know there's certain
things we need to do.
We just know it.
We know we need to find out whypeople are here.
So I think people think thatthe sales process is something
(03:35):
we want to push our customersthrough.
It's not, it's the naturalorder of things.
Somebody walks in your shop hey, how can I help you?
So you want to know whatthey're doing and why did they
come?
They came to you for a reason.
What is it right?
And so the car business foryears came up with these really
bad things the interview or thequalification, or they called it
(03:56):
a needs analysis.
Well, we said well, time out,Mr Customer, we're going to
right.
So I think that there is apurpose to those things, though
we have to understand what ourbuyer wants.
Grace Lupoi (04:09):
But more importantly, why they want it
and who they are who they are.
David Lowe (04:13):
How is it going to make their family, their work
and their play life, what theydo with their spare time, how is
it going to make their lifebetter?
So we call it, of course,understand goals and we ask a
series of really good questionsthat create conversation.
Once again, who's it for?
So, yeah, as the salesconsultant asks these good
(04:33):
questions and listens, the buyerfeels heard, feels listened to,
and the sales consultant'sconfidence grows as the
relationship grows.
So what we're really trying toshow you is that everything
that's been created is not justfor the customer, it's for the
sales consultant as well.
(04:54):
We want to make selling cars ascience, a craft, an art,
something you can have a healthypride in.
I know there's a lot oftrainers out there.
It's all about the warriorlifestyle battle, battle, battle
, fight, fight, fight, push,push, push.
I think that's probably thelowest form of salesmanship
available.
And then pick that becauseeverybody likes the brute force
(05:15):
of it.
They like to feel powerful.
Me, I'd like to feel skillful.
I think power comes frompatience and skill, not from
brute force.
Right, ultimate power in termsof having that healthy pride
into customers wanting to comeback.
Yeah you could push anybody intodoing things, that's true, but
you don't feel good.
So we said we want oursalespeople to feel good, right,
(05:39):
and we want the buyer to feelgood.
Grace Lupoi (05:43):
That's right.
David Lowe (05:44):
So everything we do has a purpose.
Who is it for right?
And then we do that silentappraisal right.
We log them in the computer tosave time.
Who are we saving time?
Both people.
We do that silent play.
We go look at a buyer's trade.
Doesn't that give the buyer anopportunity to evaluate what
they have and why they want toget rid of it, what they liked
(06:04):
and what they didn't like?
Right, doesn't it just as wellserve?
Grace Lupoi (06:08):
The sales consultant.
There you go.
David Lowe (06:09):
That's right and of course, but then we want to go
out and sell that car and wehave these processes suggesting
the selected car right.
We have a lot of cars andsometimes what a buyer asks for
may not be actually what theywant or what they buy.
They don't know they do theirbest.
They're on 12 to 14 websites.
We know Car Now says 20 to 30hours online and yet they come
(06:33):
in and still haven't shopped.
There's 350 models and then thecombinations of colors and
equipments.
It's overwhelming, it's a lot.
So it's great if we can slowdown a minute and say, hey,
here's the car you asked about.
Let me show you a couple ofcars Like it for comparison's
sake.
Buyers want to feel likethey've had options, choices,
they made an informed decision,and a professional sales
(06:55):
consultant will do that.
Now it's also good for theconsultant, because if it's
basically I want just this carand only this car, right kind of
thing, then we're not reallyconsultants, we're just clerks
and we may help them get thatcar.
It may not be the best car forthe buyer.
Now the buyer doesn't come backAgain both steps.
And it was good.
We walk around the car.
We show them how that car fitstheir lifestyle.
(07:16):
Who's that for?
Right?
It's for both people.
It reminds the salesman.
I'm helping these peopleimprove their life.
They came here with a problemand I'm helping them solve it.
Grace Lupoi (07:27):
That's right.
David Lowe (07:28):
And, of course, we tell the value story.
Now, how does that impact thesalesperson?
Grace Lupoi (07:32):
the value story- I think that's one of the stories
that they don't realize howimportant it is Again, like you
said, not just for the customerfor themselves.
When I have that, thatconviction and that passion of
what I'm talking about, it's somuch more influential.
David Lowe (07:50):
So most people don't know how cars are priced these
days.
I was at band practiceyesterday and a drummer was like
I'm going to buy a car, howmuch power do I have?
in negotiating Right and ourguitar player, brian, used to
sell cars and he says, well, youknow what it's changed, man,
you know what I mean.
No, people don't have the bigmargins anymore for these used
cars online.
He basically told our valuestore that Brian was a part of
(08:12):
one of the Kia teams that wetrain and anyway he's informing
our drummer that doesn't worklike it used to work 10 years
ago to him and he said thelonger they have the car,
probably the lower the margin,because they keep lowering it to
drive traffic.
So he was really explainingtoday's market pricing to our
drummer was pretty excellent,right.
That is awesome, yeah, and so as, as we explain that value story
(08:34):
to our buyer, not only are wehelping them understand what a
great deal looks like that wholepackage right but we're helping
remind ourselves wow, I offer alot of value for the money
that's right.
And you know what?
This is just a great deal outof the box.
Let's not worry about pricing.
Let's worry about making surewe have the right car.
Grace Lupoi (08:54):
It does both.
David Lowe (08:55):
And then, of course, the test drive.
We know that mental ownership,but I think for a salesperson to
go on that drive and be there,lets me see my buyer.
Is this something they'reenjoying?
Is this something they're doing?
I don't want to sell you a car,Grace, I want you to be a car
guy, I want you to keep comingback right, and so I know I have
to sell you a car to earn that.
But I have to sell it right ifI want to be a master and of
(09:18):
course I like watching that andhearing those things.
So being on a test drive is goodfor the customer.
They feel more comfortable, butmost of them some people say,
can I go alone?
And I allow that.
But for most people they'reuncomfortable in a brand-new car
, somebody else's car and havingyou be there following our
outline really helps set thestage.
(09:39):
So the dealership playbookoutlines what to do and the why
to do it and the how to do itright.
Outlines it in great detail ina way that when you do it it's a
benefit not just to the buyerbut it's a benefit to you, the
person doing it right.
Okay, and of course we have thetrial close, which we want to
update that to like you know theright car or something like
(10:02):
that.
You know, trial closed soundslike we're closing them, but
it's been around forever, so weused it and really it's okay.
I can say, grace, I'm going totrial close you now, and what I
mean is I want to make sure thatwe've got to, before we go any
farther, that this is a car thatyou would like to own.
Does that make sense?
In other words, I want to makesure we've got the right car.
(10:22):
That's so important.
It's important for the buyer.
Grace Lupoi (10:27):
And the sales consultant.
David Lowe (10:29):
Yeah, as a sales consultant, I already know three
things the price is too high,trade is too low and the
payments are way more expected.
Yeah, and so since I know thatI also know a committed buyer is
flexible, I am when I decide Iwant something.
We were talking about thepickleball court.
We had neighbors over Saturday.
There was a birthday party inthe neighborhood.
(10:50):
We were all down there playingto like 11 o'clock.
We had the lights on.
One of the neighbors was askingme how we decided to do it, and
so I was telling the story thatwe had that big open spot and
it was during COVID, you know,2021.
And I was like, you know what?
We should put a pickleballcourt.
Let's see how much it is.
And you know, I said, if it wasaround 20 grand, I think I
(11:13):
would do it.
And then, of course, it cameback.
It was like 30 grand and I'mlike, yeah, I think we could,
you know, stretch, and of course, we spent 50 grand.
That's how it worked out.
So I think that's the wayeverything is.
It starts with a commitment,and that means I do really want
this, and so I will pay to takewhat it gets to get it, Cause if
(11:36):
I can't afford it, then I'llhave.
Maybe I have to put just alittle tiny basketball net down
or something right.
But if it's really what I want,I want to find a way to do it.
This is good for the customer.
It's good for the okay.
So, now we've got a win-winagreement.
This is critical because Idon't know any salesman that
feels good when the buyer feelsbad.
I think that's.
I know some people walk around,slam, you know, and there's a
(12:00):
lot of trainers that kind oftalk about that and I kind of
think it's disgusting.
I think most people want to doright by their customer Would
you agree I?
Would You've been in the carbusiness for a while.
You've noticed that right.
Grace Lupoi (12:12):
Right, yeah.
David Lowe (12:14):
So I think we want to win-win.
Now we know that our prices arealready too low, they just are.
There's this much margin inwhat we sell, this much in what
everybody else in the worldsells.
Right, you go to Starbucks,that coffee, how much is that
marked up?
You know, everywhere you goeverybody has to have a profit
and on our $50,000 car there'sthis much profit, we know so our
(12:36):
initial pricing is alwayswin-win.
We want to feel good about thatand so we do the dealership
tour and that's just like.
Grace, before you sit down andfinalize this thing, I want to
let you know I've got your backRight.
Who's that for?
Well customer, how they feelabout that.
I feel great.
You did them, I did.
(12:56):
How did your customer feel?
Grace Lupoi (12:57):
They felt heard and they felt valued and I think
the really trust went way up.
David Lowe (13:03):
And so when I say to you so when's my first oil
change?
What does that do for you?
Grace Lupoi (13:06):
Combine this car I'm good.
David Lowe (13:08):
So again, a dual benefit.
And so as we go through theprocess and in the way that we
get our manager involved earlywith a manager, early manager
introduction, so we're alltogether.
It's no longer us against themanager, it's all of us want you
to have the gore.
It's really the market againstus all.
That's the only limiting factor.
(13:29):
The market decides ultimatelywhat we can do and can't do.
And so the old game of managerversus that's so over.
I know some people are stillplaying that.
It's really stop it, it's gone,it's done Right.
We need to be higher level thanthat.
The market's really the thing.
And how we do that, that's goodfor the customer.
It's also good for whom.
Grace Lupoi (13:49):
Us, yeah Us consultants.
David Lowe (13:51):
We had a new manager that came through.
He went through our beenmanaging for 15 years in Texas.
He went through our dealershipplaybook and he said I never
want to go back to selling thatway again.
I just can't.
I can't stand it, but I've beendoing it for 15 years and I've
hated it.
Why wouldn't we do it this way?
It's going to make us moremoney and it feels so much
(14:12):
better.
Grace Lupoi (14:12):
Feel better as a professional.
David Lowe (14:14):
That's the point.
The real point is, if you'regoing to do something, do it
with your whole heart, yourwhole mind, your whole strength.
Do it well right, do it in away that says I've got you, I
got you All right, and of course, we do a delivery and follow-up
.
We're not going to really getinto those, but those things
really set the stage and keep usin touch with it, really help
us build our business.
(14:34):
So really, what we wanted to dotoday on this episode is we
want to remind you the power ofprocess in your life.
You don't serve it, it servesyou, and we want to know that
the things that you think you'redoing for someone else, you're
really doing for yourself.
If I shortcut some of thesesteps, I'm not only stealing
(14:55):
from my buyer, I'm stealing frommyself.
I'm not only weakening mybuyer's commitment, I'm
weakening my confidence, and sowhen I go through the process,
the more steps that I can dowith excellence the better.
Yes, that's right, customerwins and you win.
So today's episode was allabout who's the process for, and
really we kind of talked aboutthe power of the process.
(15:17):
There's an end goal in mind andwhen you seek excellence, you
want to do your very best withevery guest, every opportunity
that you have, and we believethat understanding that the
process works for you andunderstanding what you do and
how you do it matters not justto your customer but to you too,
developing that healthy prideright.
Grace Lupoi (15:38):
Awesome.
David Lowe (15:38):
So I can't wait to see you for our next episode.
Thank you so much for beingwith us.
Good selling.
So process produces predictable results, doesn't it?
Grace Lupoi (00:03):
It sure does.
David Lowe (00:04):
But who's the process actually for?
Stay tuned to find out.
Grace Lupoi (00:18):
Hi, welcome to Prepare to Win.
I'm Grace Lupoi.
I'm here with David Lowe andyou just said we're talking
about process and how itproduces that predictable result
.
Right, and that's one thingthat you taught me whenever I
was first in service.
Yeah, that's right, six yearsago.
David Lowe (00:30):
That's right.
So, yeah, so, obviously, if youwant to accomplish something,
you come up and say where am Iand what do I want and how do I
get there?
Right, so that's the visionprocess that we all use Google
map, right?
Where am I now?
Where do I want to go?
How do I get there?
So I think sometimes peoplethink processes are something
(00:52):
that we have to follow.
We forgot that processes werecreated to make the journey
faster and better and easier.
Right, so a process, andactually in today's episode,
we're going to talk about thesales process.
However, the principles we'retalking about apply to kind of
anything you're doingprocess-wise, right?
(01:15):
Especially if you're workingwith a team, right?
How do we communicate?
This is how we do things.
We grab a new team member.
We got to hand them.
Our playbook is how we dothings.
We grab a new team member.
We got to hand them ourplaybook, in other words, our
set of processes.
This is how we score, this ishow we win.
So we talked about well, we hada big class in here and we were
(01:37):
talking about the process andwe thought each step was
designed to create an outcome.
That's right.
Nothing is random, right, andso as well, in the sale game,
we're selling cars.
We know when a buyer comes in.
They're uncomfortable right.
So we said, hey, the first thingwe got to do is establish
relationship and trust rightFirst of all.
(01:57):
And so now, how do you do that?
So we came up and we said,let's go ahead and we call the
step.
Grace Lupoi (02:05):
The welcome step.
David Lowe (02:06):
And the goal is to make.
Them feel comfortable Now isthat for the customer or is that
for the salesperson, the salesconsultant?
So I've been to I don't knowhundreds and hundreds of
dealerships, of course, and it'sinteresting to watch the
dynamics from the floor when youdon't work there, and you can
see people standing aroundlooking out the window and you
(02:29):
can see customers drive in, andyou can also see a lot of
salesmen starting the way ShouldI go out there?
Is this a buyer?
It's funny.
They watch people get out ofthe car.
Yeah, and you don't even see twoor three salesmen hanging out
together and they're allwatching who's going to go out.
I've actually seen salesmen gohey, I'm going to lunch, you
(02:49):
guys want that?
I don't even know what they'redoing there.
So it's really strange.
So it seems like that initialcontact, even for sales
consultants right, it's justkind of uncomfortable.
Yeah, it's important that we doa good job, so is the welcome
step for the customer makingthem feel comfortable, or is it
(03:11):
just as much there for the salesconsultant?
Does that make sense?
So, as we walk through thisprocess, in this building
professional relationship andtrust, we know there's certain
things we need to do.
We just know it.
We know we need to find out whypeople are here.
So I think people think thatthe sales process is something
(03:35):
we want to push our customersthrough.
It's not, it's the naturalorder of things.
Somebody walks in your shop hey, how can I help you?
So you want to know whatthey're doing and why did they
come?
They came to you for a reason.
What is it right?
And so the car business foryears came up with these really
bad things the interview or thequalification, or they called it
(03:56):
a needs analysis.
Well, we said well, time out,Mr Customer, we're going to
right.
So I think that there is apurpose to those things, though
we have to understand what ourbuyer wants.
Grace Lupoi (04:09):
But more importantly, why they want it
and who they are who they are.
David Lowe (04:13):
How is it going to make their family, their work
and their play life, what theydo with their spare time, how is
it going to make their lifebetter?
So we call it, of course,understand goals and we ask a
series of really good questionsthat create conversation.
Once again, who's it for?
So, yeah, as the salesconsultant asks these good
(04:33):
questions and listens, the buyerfeels heard, feels listened to,
and the sales consultant'sconfidence grows as the
relationship grows.
So what we're really trying toshow you is that everything
that's been created is not justfor the customer, it's for the
sales consultant as well.
(04:54):
We want to make selling cars ascience, a craft, an art,
something you can have a healthypride in.
I know there's a lot oftrainers out there.
It's all about the warriorlifestyle battle, battle, battle
, fight, fight, fight, push,push, push.
I think that's probably thelowest form of salesmanship
available.
And then pick that becauseeverybody likes the brute force
(05:15):
of it.
They like to feel powerful.
Me, I'd like to feel skillful.
I think power comes frompatience and skill, not from
brute force.
Right, ultimate power in termsof having that healthy pride
into customers wanting to comeback.
Yeah you could push anybody intodoing things, that's true, but
you don't feel good.
So we said we want oursalespeople to feel good, right,
(05:39):
and we want the buyer to feelgood.
Grace Lupoi (05:43):
That's right.
David Lowe (05:44):
So everything we do has a purpose.
Who is it for right?
And then we do that silentappraisal right.
We log them in the computer tosave time.
Who are we saving time?
Both people.
We do that silent play.
We go look at a buyer's trade.
Doesn't that give the buyer anopportunity to evaluate what
they have and why they want toget rid of it, what they liked
(06:04):
and what they didn't like?
Right, doesn't it just as wellserve?
Grace Lupoi (06:08):
The sales consultant.
There you go.
David Lowe (06:09):
That's right and of course, but then we want to go
out and sell that car and wehave these processes suggesting
the selected car right.
We have a lot of cars andsometimes what a buyer asks for
may not be actually what theywant or what they buy.
They don't know they do theirbest.
They're on 12 to 14 websites.
We know Car Now says 20 to 30hours online and yet they come
(06:33):
in and still haven't shopped.
There's 350 models and then thecombinations of colors and
equipments.
It's overwhelming, it's a lot.
So it's great if we can slowdown a minute and say, hey,
here's the car you asked about.
Let me show you a couple ofcars Like it for comparison's
sake.
Buyers want to feel likethey've had options, choices,
they made an informed decision,and a professional sales
(06:55):
consultant will do that.
Now it's also good for theconsultant, because if it's
basically I want just this carand only this car, right kind of
thing, then we're not reallyconsultants, we're just clerks
and we may help them get thatcar.
It may not be the best car forthe buyer.
Now the buyer doesn't come backAgain both steps.
And it was good.
We walk around the car.
We show them how that car fitstheir lifestyle.
(07:16):
Who's that for?
Right?
It's for both people.
It reminds the salesman.
I'm helping these peopleimprove their life.
They came here with a problemand I'm helping them solve it.
Grace Lupoi (07:27):
That's right.
David Lowe (07:28):
And, of course, we tell the value story.
Now, how does that impact thesalesperson?
Grace Lupoi (07:32):
the value story- I think that's one of the stories
that they don't realize howimportant it is Again, like you
said, not just for the customerfor themselves.
When I have that, thatconviction and that passion of
what I'm talking about, it's somuch more influential.
David Lowe (07:50):
So most people don't know how cars are priced these
days.
I was at band practiceyesterday and a drummer was like
I'm going to buy a car, howmuch power do I have?
in negotiating Right and ourguitar player, brian, used to
sell cars and he says, well, youknow what it's changed, man,
you know what I mean.
No, people don't have the bigmargins anymore for these used
cars online.
He basically told our valuestore that Brian was a part of
(08:12):
one of the Kia teams that wetrain and anyway he's informing
our drummer that doesn't worklike it used to work 10 years
ago to him and he said thelonger they have the car,
probably the lower the margin,because they keep lowering it to
drive traffic.
So he was really explainingtoday's market pricing to our
drummer was pretty excellent,right.
That is awesome, yeah, and so as, as we explain that value story
(08:34):
to our buyer, not only are wehelping them understand what a
great deal looks like that wholepackage right but we're helping
remind ourselves wow, I offer alot of value for the money
that's right.
And you know what?
This is just a great deal outof the box.
Let's not worry about pricing.
Let's worry about making surewe have the right car.
Grace Lupoi (08:54):
It does both.
David Lowe (08:55):
And then, of course, the test drive.
We know that mental ownership,but I think for a salesperson to
go on that drive and be there,lets me see my buyer.
Is this something they'reenjoying?
Is this something they're doing?
I don't want to sell you a car,Grace, I want you to be a car
guy, I want you to keep comingback right, and so I know I have
to sell you a car to earn that.
But I have to sell it right ifI want to be a master and of
(09:18):
course I like watching that andhearing those things.
So being on a test drive is goodfor the customer.
They feel more comfortable, butmost of them some people say,
can I go alone?
And I allow that.
But for most people they'reuncomfortable in a brand-new car
, somebody else's car and havingyou be there following our
outline really helps set thestage.
(09:39):
So the dealership playbookoutlines what to do and the why
to do it and the how to do itright.
Outlines it in great detail ina way that when you do it it's a
benefit not just to the buyerbut it's a benefit to you, the
person doing it right.
Okay, and of course we have thetrial close, which we want to
update that to like you know theright car or something like
(10:02):
that.
You know, trial closed soundslike we're closing them, but
it's been around forever, so weused it and really it's okay.
I can say, grace, I'm going totrial close you now, and what I
mean is I want to make sure thatwe've got to, before we go any
farther, that this is a car thatyou would like to own.
Does that make sense?
In other words, I want to makesure we've got the right car.
(10:22):
That's so important.
It's important for the buyer.
Grace Lupoi (10:27):
And the sales consultant.
David Lowe (10:29):
Yeah, as a sales consultant, I already know three
things the price is too high,trade is too low and the
payments are way more expected.
Yeah, and so since I know thatI also know a committed buyer is
flexible, I am when I decide Iwant something.
We were talking about thepickleball court.
We had neighbors over Saturday.
There was a birthday party inthe neighborhood.
(10:50):
We were all down there playingto like 11 o'clock.
We had the lights on.
One of the neighbors was askingme how we decided to do it, and
so I was telling the story thatwe had that big open spot and
it was during COVID, you know,2021.
And I was like, you know what?
We should put a pickleballcourt.
Let's see how much it is.
And you know, I said, if it wasaround 20 grand, I think I
(11:13):
would do it.
And then, of course, it cameback.
It was like 30 grand and I'mlike, yeah, I think we could,
you know, stretch, and of course, we spent 50 grand.
That's how it worked out.
So I think that's the wayeverything is.
It starts with a commitment,and that means I do really want
this, and so I will pay to takewhat it gets to get it, Cause if
(11:36):
I can't afford it, then I'llhave.
Maybe I have to put just alittle tiny basketball net down
or something right.
But if it's really what I want,I want to find a way to do it.
This is good for the customer.
It's good for the okay.
So, now we've got a win-winagreement.
This is critical because Idon't know any salesman that
feels good when the buyer feelsbad.
I think that's.
I know some people walk around,slam, you know, and there's a
(12:00):
lot of trainers that kind oftalk about that and I kind of
think it's disgusting.
I think most people want to doright by their customer Would
you agree I?
Would You've been in the carbusiness for a while.
You've noticed that right.
Grace Lupoi (12:12):
Right, yeah.
David Lowe (12:14):
So I think we want to win-win.
Now we know that our prices arealready too low, they just are.
There's this much margin inwhat we sell, this much in what
everybody else in the worldsells.
Right, you go to Starbucks,that coffee, how much is that
marked up?
You know, everywhere you goeverybody has to have a profit
and on our $50,000 car there'sthis much profit, we know so our
(12:36):
initial pricing is alwayswin-win.
We want to feel good about thatand so we do the dealership
tour and that's just like.
Grace, before you sit down andfinalize this thing, I want to
let you know I've got your backRight.
Who's that for?
Well customer, how they feelabout that.
I feel great.
You did them, I did.
(12:56):
How did your customer feel?
Grace Lupoi (12:57):
They felt heard and they felt valued and I think
the really trust went way up.
David Lowe (13:03):
And so when I say to you so when's my first oil
change?
What does that do for you?
Grace Lupoi (13:06):
Combine this car I'm good.
David Lowe (13:08):
So again, a dual benefit.
And so as we go through theprocess and in the way that we
get our manager involved earlywith a manager, early manager
introduction, so we're alltogether.
It's no longer us against themanager, it's all of us want you
to have the gore.
It's really the market againstus all.
That's the only limiting factor.
(13:29):
The market decides ultimatelywhat we can do and can't do.
And so the old game of managerversus that's so over.
I know some people are stillplaying that.
It's really stop it, it's gone,it's done Right.
We need to be higher level thanthat.
The market's really the thing.
And how we do that, that's goodfor the customer.
It's also good for whom.
Grace Lupoi (13:49):
Us, yeah Us consultants.
David Lowe (13:51):
We had a new manager that came through.
He went through our beenmanaging for 15 years in Texas.
He went through our dealershipplaybook and he said I never
want to go back to selling thatway again.
I just can't.
I can't stand it, but I've beendoing it for 15 years and I've
hated it.
Why wouldn't we do it this way?
It's going to make us moremoney and it feels so much
(14:12):
better.
Grace Lupoi (14:12):
Feel better as a professional.
David Lowe (14:14):
That's the point.
The real point is, if you'regoing to do something, do it
with your whole heart, yourwhole mind, your whole strength.
Do it well right, do it in away that says I've got you, I
got you All right, and of course, we do a delivery and follow-up
.
We're not going to really getinto those, but those things
really set the stage and keep usin touch with it, really help
us build our business.
(14:34):
So really, what we wanted to dotoday on this episode is we
want to remind you the power ofprocess in your life.
You don't serve it, it servesyou, and we want to know that
the things that you think you'redoing for someone else, you're
really doing for yourself.
If I shortcut some of thesesteps, I'm not only stealing
(14:55):
from my buyer, I'm stealing frommyself.
I'm not only weakening mybuyer's commitment, I'm
weakening my confidence, and sowhen I go through the process,
the more steps that I can dowith excellence the better.
Yes, that's right, customerwins and you win.
So today's episode was allabout who's the process for, and
really we kind of talked aboutthe power of the process.
(15:17):
There's an end goal in mind andwhen you seek excellence, you
want to do your very best withevery guest, every opportunity
that you have, and we believethat understanding that the
process works for you andunderstanding what you do and
how you do it matters not justto your customer but to you too,
developing that healthy prideright.
Grace Lupoi (15:38):
Awesome.
David Lowe (15:38):
So I can't wait to see you for our next episode.
Thank you so much for beingwith us.
Good selling.
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