Download - Take Control
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TAKE CONTROL
OF
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I FOUND OUT...
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ALMOST EVERYBODY
DOES ALMOST
EVERYTHINGALMOST ENOUGH
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TO GET TO THE NEXT LEVEL.
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I FOUND OUT...
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TO GET TO THE NEXT LEVEL
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YOU HAVE TODO WHATEVER
IT TAKES...
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YOU HAVE TONEVER, EVER,
EVER GIVE UP...
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YOU HAVE TODO EVERYTHING
A LITTLE BIT MORE THAN
EVERYBODY ELSE...
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YOU HAVE TOWANT IT BAD...
AS BAD AS YOU WANT TO BREATHE.
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I FOUND OUT...
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TO GET TO THE NEXT LEVEL
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TO TAKE YOUR STORE
TO THE NEXT LEVEL
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YOU HAVE TOTAKE
CONTROLOF
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7THINGS
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1. TAKE CONTROL
BE A GOOD
LEADER
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• SET AN EXAMPLE• TAKE A STAND•BE STRONG• STAY FOCUSED
YOU HAVE TO...
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•CLEAR EXPECTATIONS• TRACK PERFORMANCE•HOLD ACCOUNTABLE•BE A MOTIVATOR
YOU HAVE TO...
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• STAY POSITIVE•WORK YOUR PLAN• STOP EXCUSES•DON’T COMPLAIN
YOU HAVE TO...
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THE ONLY THING WORSE THAN A
CRYBABY EMPLOYEE...
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IS ACRYBABY
BOSS.
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YOU HAVE TO BE A LEADER
YOU HAVE TO HAVE A PLAN
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YOU HAVE TO BELIEVE
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YOU HAVE TO MAKE SURETHE DOG
WAGS THE TAIL.
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2. TAKE CONTROL
GET OUT OFFICE GET ON THE DRIVE
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• LOCK THE DOOR• THROW AWAY KEY•NOTHING GOOD EVER HAPPENS IN THERE
YOU HAVE TO...
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GET OUT OF YOUR OFFICE,ONTO YOUR SERVICE DRIVE.
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THAT’S WHERE EVERYTHING HAPPENS...
AND ALL OF THE MONEY IS MADE.
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YOU HAVE TO BECOME A SERVICESALES MANAGER...
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• TEACH HOW TO SELL• NEGOTIATE• CLOSE DEALS• NOBODY WALKS POLICY• OVERCOME OBJECTIONS
YOU HAVE TO...
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•GREET FAST•GOOD WALKAROUND• EXPLAIN MPI•CHECK TIRES•CHECK WIPERS
MAKE SURE ADVISORS
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YOU HAVE TO GETOUT THERE...
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YOU WILL LEARN MORE IN 2 HOURS ON THE DRIVE...
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THAN YOU WILL IN 2 YEARS IN THE OFFICE.
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GET OUT OF YOUR OFFICE,AND ONTO YOUR DRIVE.
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3. TAKE CONTROL
FIX YOUR PHONE
PROBLEM
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EVERY MONTH, YOU SPEND THOUSANDS ON ADVERTISING...
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JUST TO GET CUSTOMERS TO CALL...
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AND WHEN THEY DO...YOU DON’T ANSWER!
YOU PUT THEM ON TERMINAL HOLD.
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47% OF CALLERS GIVE UP AND HANG UP...
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53% THAT ACTUALLY DO TALK TO AN ADVISOR ARE SUBJECTED TO...
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WATER-BOARDING.
IT’S HORRIBLE.
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•DON’T GET NAME•BLURT OUT A PRICE•DON’T GIVE REASONS•DON’T ASK FOR APPT
MOST ADVISORS
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CUSTOMERS HATE TO CALL YOUR STORE.
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•HIRE ADVISORS•CALLS TO BDC• SVC OPERATOR•DO WHATEVER YHTD
YOU HAVE TO FIX IT.
BUT, FIX IT.
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85% CALL FIRST.
YOU CAN INCREASE SERVICE TRAFFIC INSTANTLY...
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IF YOU JUST FIX
YOUR PHONE PROBLEM.
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4. TAKE CONTROL
BE OPEN FOR BIZ
MORE
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70% MAINTENANCE WORK IS DONE ON WEEKENDS.
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• EVENINGS•ALL DAY SATURDAYS• SUNDAY –
IN SOME MARKETS
YOU HAVE TO BE OPEN MORE.
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IF THE COMPETITION ISOPEN – YOU SHOULD BE OPEN.
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IF YOU AREN’T OPEN... THEY GO SOMEWHERE ELSE – FOREVER.
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TODAYYOU NEED EVERY CUSTOMER YOU CAN GET...
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•ADVERTISE – IT’S NEW•DON’T BURN PEOPLE• 5 DAY SCHEDULES•DONT BURN YOURSELF• EMPOWER PEOPLE
BE OPEN – DO IT RIGHT
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BE OPEN.
NOTHING HAPPENS WHEN YOU ARE CLOSED.
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5. TAKE CONTROL
STOP DOING SILLY STUFF
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• $ 89 - CHECK ENG LITE•AVG RO IS OVER $300•GET THE CAR IN• FIX IT & KEEP CUST
STOP CHARGING...
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• $ 30 - REPLACE BULB• $ 50 - LBR ON BATTERY• $ 89 - MOUNT & BAL
STOP CHARGING...
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STOP MAKING CUSTOMERS STAND IN LINE AT CASHIER WINDOW.
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IT’S SILLY.
IT PISSES CUSTOMERS OFF & THEY DON’T COME BACK - AND...
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CUSTOMERS HATE TO STAND IN LINE.
EVERYBODY HATES TO STAND IN LINE.
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EVERYBODY HATES CASHIERS.
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•MAKE ADV CASHIER• TEACH THEM HOW•GIVE A TERMINAL• FIRE YOUR CASHIER
SOLVE THE PROBLEM
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CUSTOMERS HATE TO STAND IN LINE.
EVERYBODY HATES TO STAND IN LINE.
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I HATE CASHIERS.
GO BACK TO YOUR STORE AND FIRE YOUR CASHIER TOMORROW.
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6. TAKE CONTROL
ADVERTISE SMARTER
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TAKE YOUR ADVERTISING TO THE NEXT LEVEL...
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BRAND YOUR STORE
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MAKE SURE ALL MAILERS & COUPONS MATCH.
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HAVE A CONSISTENT LOOK THAT BUILDS BRAND EQUITY.
THAT’S SMARTER.
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• LOST CUSTOMERS•NEW CUSTOMERS•ALL MAKES•OLDER VEHICLES• THEY SPEND $$$ TOO
GO AFTER...
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TODAY,YOU NEED EVERY CUSTOMER YOU CAN GET.
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MAINTENANCE INTERVALS FOR OIL CHANGESARE STRETCHED…
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AND WILL BE STRETCHING MORE IN THE FUTURE...
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IF YOU WAIT ON OIL CHANGES...
BE LUCKY TO SEE A CUSTOMER ONCE A YEAR.
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BUT TIRE ROTATIONS ARE STILL NEEDEDAT 6,000 MILE INTERVALS.
ADVERTISE THAT!
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THE GOAL IS TO...
GET THEM IN,GET THE WHEELS OFF,AND START SELLING.
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TAKE CONTROLAND ADVERTISE SMARTER.
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7. TAKE CONTROL
BEAT THE
COMPETITION
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I DON’T MEAN JUST BEAT’EM...
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• TAKE THEM DOWN•RUN OVER THEM•BACK UP AND•RUN OVER AGAIN...
BEAT’EM
I MEAN...
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•CUSTOMER SERVICE•QUALITY•CONVENIENCE• PRICE & VALUE•ON EVERYTHING
BEAT’EM...
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•GO ONLINE & CALL•CHECK THEIR ADS•CHECK THEIR OFFERS•CHECK THEIR PRICES
YOU CAN’T BEAT’EM IF YOU DONT KNOW’EM
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• TIRES•BRAKES•BATTERIES•QUICK LUBE
BEAT’EM...
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THEN BEAT’EMSOME MORE.
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SELLPRE-PAID MAINTENANCE ON THE DRIVE...
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87% RETURN FOR THE PREPAID SERVICE & SPEND MORE.
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SELLEXTENDED SERVICE CONTRACTSON THE DRIVE...
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83% OF ESC BUYERS RETURN TO SELLING DEALER FOR REPAIRS& THEY BUY MORE.
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BEAT’EM WITH ANOWNER LOYALTY CLUBTO ENSURE YOUR CUSTOMERS RETURN.
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BEAT’EM WITH A CAR WASH AFTER SERVICE...
FREE ANYTIME.
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MAKE YOUR CUSTOMERS LOVE YOU& GIVE THEM REASONS TO NEVER GO ANYWHERE ELSE.
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BEAT THE COMPETITION.
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BEAT’EM TO DEATH.
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IT’S TIME TO
TAKE CONTROL.
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• BE A LEADER• GET OUT OF OFFICE• FIX YOUR PHONES• BE OPEN MORE• STOP BEING SILLY• ADVERTISE SMARTER• BEAT COMPETITION
TAKE CONTROL
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TAKE YOUR SUCCESS TO THE NEXT LEVEL.
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RANDY JOHNSON
TAKE CONTROL