The Purpose of the Desk

Your job at the desk is to confirm that the salesperson has completed a meaningful setup. They have the picture of what's going on. They've worked out all Five Pillars as much as possible. If anything's missing, you're backed up and the salesperson goes back to let the customer know there's a short line at the desk, so they can make conversation while they wait. You NEED all of this information in case you need to help your salesperson with the close. You miss this, and all you're doing is hammering the price. That's less effective and feels worse for the customer. These questions give you the power to have a constructive closing conversation based on the psychology of the customer's decision. If your salesperson has covered all this, about half the time they won't even need you. 


How'd these people hear about us?

What puts them in the market for a new vehicle?

What's the problem with their current vehicle?

What's the most important thing in the new vehicle?

Who's the new vehicle for, and are they present? Any other decision-makers involved?

How are they feeling about their trade?

Is there a good reason they should do this now?

Are they having a good time? Do they like us?

Are there any objections at this point? Any concerns that would stand in the way of their purchase?

One Report, and a Process Check

The only report you need to look at with your salespeople is their opportunity graph. 

The only other thing you need to do is review their process and make sure it's being completed correctly and on time. Find the report that shows you recent customer records, and spot check. 

If everything looks good don't find something to pick on. Give them a high five and move on. 

If there's a problem, work with them to pinpoint what it is. It's either going to be the motivation talk, or you're going to teach some methods/mechanics.