Need Sales Advice!!

[MadMike]

I've read in several places on the forum that many of you do lots of retail sales (i.e the Coitster method) and drum up 6 - 10 sales in a day. I've yet to break 4 in a day. And I can't even do that on a regular basis.

This is me:

"Hi, I was hoping you could help me." "Could you tell me who owns the Ford Explorer out in the parking lot?" "Sure that belongs to Fred" Fred comes in. "Hi Fred, I'm Mike with Integrity Windshield I noticed you have a chip in your windshield. You know I can fix that for you in about 20 minutes, no money out of your pocket, your insurance will gladly waive your deductible and pay for that up front. So how bout it fred, would you like me to take care of that for you"

I'm very polite, smiling, I have logo on shirt and hat, carry clip board etc.

I'm having a hard time turning the "No's" and the "I don't think so" around into a yes. Or I get "give me your card, and I'll give you a call". I do one of two things, the fax like the "Coit" talks about, or I just give em a card and walk out. I'm just not very good at handling the objections. Any tips I'd greatly appreciate.

Do any of you hit the bricks early, say before 8am.

I've only been at this full time for 3 months now, so I'm still very new. I just need more ammunition to close the sale.

I've tried to get dozens of fleet accounts. Big zilch till yesterday, I got a massive fleet account of 8 vehicles for a landscape company. (Gotta start somewhere I guess) Can't seem to nail down a larger company, they all claim they have someone to do their repairs. How do you overcome, or compete with that when the majority of big business' have their glass needs taken care of.

Yesterday, I fixed a ladies chip on a 2003 Passat. When I approached her, she said that she is not very fond of chip repair because of her last experience. She took me to her car and there was this big ghastly yellowed pit resin flaking out of a big hole, it had to be atleast 1/2" across, and was peeling up very bad. So I told her, I'd fix the new break and attempt to clean up the the bad pit filler. If she didin't like it (my fix on the new break) The old break was so bad, I was very skeptical. The new star break cleared up so good I had to show her where it was. The old break, I managed to remove the old pit filler and refill it and it polished up very nice. She was very ecstatic about the quality of my repairs. Insisted I give her numerous cards she could pass out.

I can do a quality repair, I'm just not a sales kinda guy.

So how bout it folks. How can I run my numbers up.

Thanks a bunch.

[sallyu]

Dear Mike,

You must me my male twin :lol:

I have been experiencing the EXACT SAME RESULTS!! I also started full time in September, but don't have any retirement pay to supplement me or a spouse, so I am really starting to get panicky here :cry: :cry:

I also feel that my repairs are good, especially since training in Houston last month.

When I am able to get customers, most have asked for extra business cards to pass out to their friends.

I also have contacted and tried to secure fleet accounts with the cable Co, Hertz, Enterprise, Telephone, etc, with the same response. "Sorry we already have approved vendors we are pleased with, and the ones they name here are BIG companies, and usually do replacement as well. I have come back with a response about the cost effectiveness of repairing instead of replacing etc, but they seem content with their current status.

When I have talked to other windshield repair guys about my lack of business, or the customers procrastination they are thinking that I must be doing or saying something wrong, so I am interested to see what answers or advice this post brings.

I'm right there with you Mike, your not alone!

Sally

[MadMike]

Hi Sally, Sorry to hear your in the same predicament. The good news, is this, we are new to the business, and probably to sales as well. So, we have lots to learn. This first to to stick with it and and don't give up.

With my retirement, I really only need a consistent 10 repairs a week. Thats not asking too much is it?

[paintlessplus]

Sally/Mike- I too, hate rejection and cold calling. What little I do go after, I try to do without pressure to the customer. This also means very little pressure on me. One of my favorite places to spot chips are busy conveinent store parking areas- or any other place where people come in and out frequently and its easy to tell whos car is whos. Talk to the driver and hand out your card or brochure- quick ,low key- low pressure. Another excellent place to hit is a retirement community where the elderly residents live in large apartment style buildings and still drive. Most of these places have open area parking lots. Start walking the lot with your clip board gathering information-within minutes you'll be greeted by a nosey senior asking what you're doing. Explain why your there. Most retirees love to talk and will start telling you who owns what car ect. If you can score one job, you'll soon have an audience of bored curiousity seekers watching your repair. Also mention you're a veteran Mike= big plus with seniors. I did four one day at the same place and felt like Billy Mays (Oxy-Clean). If you can't score any repairs, ask if you can leave your list and a few cards on their bulletin board just in case somebody wants you to come back. As far as fleet work, if you can look over a car dealers inventory on a Sunday when the dealership is closed, find all the chips and write down the make and stock numbers on one of your invoices and give to the manager on Mon. morning. If he says he has somebody, come back 2 weeks later with another list- some of the same cars will probably have gone unfixed- have a volume price in mind if he asks how much to fix em. Winters coming up, let the customer know that this is when the shield will most likely crack out , and time is running out. Tell them "hey I'm just trying to help save you the cost and hassle of having to replace your windshield - the choice is yours". Hope this helps a little. I also have a few cases of windshield washer fluid anti freeze (89 cents a gallon) that I use to top off their resevoirs with after the repair. Cheap extra service- no charge, leaves an impression.Good Luck- Bob

[paintlessplus]

Just a final thought... We are NOT sniveling little pests, out there begging for work-
We are trained professional business owners providing a rational solution to the alternative of windshield replacement.

They are the ones with the chip. THEY NEED US. If they choose not to fix it , its their loss.
We are just there to enlighten them to the benefits of windshield repair and take care of their problem.
KEEP YOUR CHIN UP- WE'RE IN A VERY NOBLE PROFESSION. Bob

[DaveC]

Mike (and Sally),

Cold Calling (AKA Coitstering is all about numbers! If you average speaking to 10 people a day and average getting 2 repairs, you can pretty much count on "closing" 20% of your prospects. So, to get 10 jobs in a day, you would have to speak with 50 people (or thereabouts.

Of course, as you "hone" your pitch and improve your ability to overcome objections, your percentage of "closes" should increase.

Try not to focus on the "No's!" If you've spoken to 8 at and have received 8 No's, then the next two will be YES!

As for fleets, even though the fleet may be getting serviced by <insert big repair/replacement company name here>, don't be afraid to tell the fleet manager that you pride yourself in the quality of work and service that you offer and that you would one day like the opportunity to prove this to him/her. Then briefly check back with him/her from time to time, just in case he/she becomes dissatisfied with <big company's> service.

[GlassStarz]

My background is in sales I sold door to door with a traveling crew when I first got out of the military then gravitated to auto sales which I did in one form or another for 20 yrs so I think I can say I know what the problem is.
Closing is a skill in itself just asking for the sale isnt everything and will only get you minimul sales you must learn the art of closing there ar many books to be found and most will teach you something.
Your posture and mannerisms at the time of the close are as important as the sales pitch you must create the desire to do it now! Myself I might ask a question like "Is that a fairly recent break?" If they answer yes my response is "yeah I thought so because those are the type that run right away youve been lucky" If the answer no its been there for awhile Same answer only with a wow that should have taken off by now youve been lucky!
Most importantly personal repore is a must you must make them like you at the onset if you are likable more closes will come just because people like to buy from someone they trust or like.
Rather than start the intro with a standard buisness like hi im so and so from window dude and I noticed. I tend to start the conversation with a story like " Hi im Mike I fix Windshield chips I just finished doing a insurance job next door and I have an hour before my next apointment so I was cruising your lot looking for some extra work rather than wasteing time reading the paper for an hour and noticed your windshield has a big chip I can fix that right now I have the time and I bet you have full coverage on your insurance so it free. (always use the words BIG CHIP to build the sense of urgency) Again people like someone who is ambitios but dont like door to door salesmen and you just overcame that and made them like you. your not a salesman your a ambitios likable guy who is doing them a huge favor
The goal is to get them to feel they are lucky you showed up at thier door and you have saved them from having to make the trip to the glass shop.
Again less buisness like and more likable brings the close ratio alot higher combined with learning to ask questions that require a yes answer and create a sence of urgency you ratio will climb and if you can learn to read people it will help you ask the right question.
Myself Im at better than 50% and fine tuning the pitch every day

In summary you are in a new proffession Sales! Not Windshield Repair! thats just what your selling a good salesman could get away with not being the best tech but a bad salesman could be the best tech in the world and fail quickly.

[Blind Squirrel]

I've been thinking about starting a string like this and finally it has evolved on its own.
There are a number of subjectives that I want to help with here as this goes along.
GlassStarz, you said that rapport is important (very much so) and that "you have to make them like you".
I struggled with this concept for a long time in my previous sales jobs until I realized that I can't make anybody do anything. However, I did learn that how I regard myself (like Myself) and the feeling of confidence that I project is the foundation of establishing "rapport" with a person that I have just met.
Of course, enthusiasm is very important in direct sales and that will vary as you work through the day. But what is indispensible is a SMILE and a sincere greeting.
I never concern myself with whether anyone, inside or outside of work is going to "like me". Because, I truly like myself and love life and people and project that.
I am mindful of the things that I have control over, again myself, and consciously minimize the things that people might make subjective judgements about.
Looking like a professional service technician.
Being neatly groomed and dressed.
I carry breath mints and use them often.
Projecting gratitude and sincerely thanking people for their time.
About 20 years ago, I learned an amazing think about rapport.
You will rarely sell anybody anything if you haven't established it.
It takes less than 5 minutes to get rapport.
You can't and won't get it with everybody.
You do it by being natural, being who you are.
Smile and be enthusiastic.
Then, in less than 5 minutes, it happens in the subconscious of the person you have just met. You are OK, you are ACCEPTED.
It will now be very difficult for this person to not do anything you ask them to do.

More later,
Gary

[MadMike]

Thanks for the tips folks.

Paintless, I like your ideas about the convenience store and the retirement community. I'll try to locate a few of these today.

I understand the rapport thing, a few times I've shot the breeze with folks enough, that I've been offered a job. (had to decline though) :-).

Glass starz, thanks for the reminder about about stating that I just finished a job next door, etc. I was using that approach and have drifted away from it.

If any one else has some nuggets keep em coming please.

Thanks,
Mike :-)

[MadMike]

Dave C, Thanks for the reminder about the numbers game. I don't focus on the "No's" too bad. Only in regards to what you mentioned, the more the more No's I get the sooner I get that next 'Yes".

Thanks again all, You've given me some ammo to work with for the day.. In fact I'll probably print these posts and carry them for the day.

Please scuse my spelling errors, if any, My PC is under full sun, and I literally can't see what I'm typing I keep putting my hand up to see my mistakes.

Have a great windshield repair Day.