MASTERING THE ART OF THE REFERRAL TOM STUKER OF STUKER TRAINING Tom Stuker | Stuker Training | President |

LEARNING OBJECTIVES How to effectively ask for a referral Why referrals are a must for salespeople Handling referral reluctance Calling the referral Following through with the referral Tom Stuker | Stuker Training | President |

Tom Stuker | Stuker Training | President | Live Demo: Quality Conversations

Tom Stuker | Stuker Training | President | Ask Me for a Referral

Tom Stuker | Stuker Training | President | “Do you know anyone looking to buy a new car today?”

Tom Stuker | Stuker Training | President | “Do you know anyone looking to buy a new car today?”

Tom Stuker | Stuker Training | President | “Incidentally…Mrs. Smith, before I let you go, could I ask you a small favor?” “Mrs. Smith, most of my business comes form repeat and referral customers just like you. Who do you know-maybe a friend, a relative, neighbor, someone you work with, or maybe someone who you’ve talked to recently-who one of these days might be thinking about a new or used vehicle for themselves as well (pause)? “Mrs. Smith, who is the first person to come to mind?

Tom Stuker | Stuker Training | President | Why Ask for Referrals?

Tom Stuker | Stuker Training | President | Easier to sell Close at higher ratio Better grosses Higher CSI More fun to sell UNLIMITED OPPORTUNITIES

Tom Stuker | Stuker Training | President | Referral Reluctance Customer “I don’t feel comfortable.” “Let me talk to them first.” Salesperson Uncomfortable asking/maybe this job isn’t for you. Not having any success with current techniques/learn better techniques.

Tom Stuker | Stuker Training | President | Calling the Referral If you come on too strong… Scare the prospect away ‘Burn’ your referral source

Tom Stuker | Stuker Training | President | Role Play “Recently I had the pleasure of helping a friend/relative/coworker/neighbor/(name) with the purchase of a new truck, maybe you’ve seen it.” “Yeah, the red one…” “Jim, I didn’t call to put you on the spot and I wouldn’t put Pete on the spot, he’s a good customer of mine. But, we were throwing some names around and your name came up as SOMEONE WHO ONE OF THESE DAYS MIGHT POSSIBLY BE THINKING OF SOME TYPE OF VEHICLE FOR THEMSELVES IS THAT TRUE?”

Tom Stuker | Stuker Training | President | Thank You for the Referral Call your referral to thank them TWICE. First Contact- Immediately following your initial contact with the referral. Second Contact- After the final result. “Wanted to update you…” “Thank you again…”

Tom Stuker | Stuker Training | President | Bird Dog vs. Unexpected Reward Money doesn’t motivate people. An unexpected reward is 10 times more POWERFUL than a pre-meditated bribe.

Tom Stuker | Stuker Training | President | Referrals are only half of a Quality Conversation A quality conversation combines two distinct prospecting Opportunities: 1. Household Opportunities 2. Referral Opportunities

Tom Stuker | Stuker Training | President | Do the Math 1 salesperson X 1 ‘legitimate’ referral a day X 20 days = 20 Referrals 50% of the referrals = 10 Shows 50% of the shows = 5 Sales 5 sales X 10 salespeople- 50 Sales 50 sales X $2,000 = $100,000/month just from referrals!

Tom Stuker | Stuker Training | President | ATTENTION MANAGERS Is owner follow up and prospecting at your dealership a job responsibility or encouraged behavior? In my world, with over 1 million a year in profit by just asking for referrals…it’s a JOB RESPONSIBILITY!

Tom Stuker | Stuker Training | President | Thank You

CONTACT INFO Full Name: Tom Stuker Company: Stuker Training Job Title: President Share an important takeaway you received from this session using hashtag #DD19 for a chance to win an iPad

Tom Stuker | Stuker Training | President | Delivery Prospecting