Exceptions by New Car Dealership Management Do Not Sell More Cars

Many times management within a new car dealership is actually a greater barrier to selling cars more so than the skills or lack thereof of the new car salesmen or new car saleswomen. By making exceptions of existing employees' behaviors creates a toxic environment in the bus using Jim Collin's famous analogy.
For example, the new car dealership owner or general manager needs to sell more cars. They have a proven sales process in place. A new car salesman with a proven track record is hired. He does not have to take the car sales training for their sales process and consequently he does not have to follow the sales process. This exception is good for the business because he sold 6 cars in a week, but is detrimental to the rest of the sales force who is still mandated to use the existing but ineffective sales process.
Another exception example that I frequently observe and actually hear about is specific to supporting staff's behavior while new car salesmen or new car saleswomen behavior is being consistently challenged. If the goal is to sell more units, then why isn't everyone working together consistently and constantly on that goal?
Is the finance manager to service manager proactive throughout the sales process? Are they doing everything to support the new car salesmen's effort? Or are their behaviors causing lost sales and you are making exceptions to those behaviors?
One recent example is when a new car was promised for delivery during the lunch hour of a brand new customer. The new car salesman had taken care of everything to notifying all respective parties including the finance manager and the service manager.
Unfortunately, the finance manager believed that his lunch was more important than making sure this brand new customer was happy. This delayed the service manager and consequently the customer's promised delivery was not made. Would you be happy as that brand new customer? I do not think so.
The owner of the new car dealership observed this behavior. He chastised the finance manager, but the perception of an exception was still made because if anyone else had so totally disregarded the customer, they would have been fired or at least suspended.
Performance improvement does not withstand exceptions. In fact exceptions create a culture of discontent. So if you are a new car dealership owner or a general manager for a car dealership, you may need to look at your own behaviors before looking at the behaviors of your new car salesmen or new car saleswomen.
P.S. You may need to look at your business coaching training because these behaviors may be coming from your sales training.
Do you want more car sales? Then register for FREE downloadable new car sales skills assessment at http://www.processspecialist.com/top-car-salesman.htm
Are you where you want to be? To find out where you are, then M.A.P. for Success, a FREE email course may help you begin to chart a course of business, professional or personal success. Visit http://www.processspecialist.com/action-plan.htm
Please feel free to contact me, Leanne Hoagland-Smith, Your Chief People Officer and Business Coach, who works with individuals and organizations that are tired of not being where they want to be and truly want more for their businesses and their selves. 219.508.2859
Article Source: http://EzineArticles.com/?expert=Leanne_Hoagland-Smith