1. MASTERING THE ART OF THE REFERRAL TOM STUKER OF STUKER TRAINING Tom Stuker | Stuker Training | President | info@stukertraining.com info@stukertraining.com

2. 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 | info@stukertraining.com info@stukertraining.com

3. Tom Stuker | Stuker Training | President | info@stukertraining.com info@stukertraining.com Live Demo: Quality Conversations

4. Tom Stuker | Stuker Training | President | info@stukertraining.com info@stukertraining.com Ask Me for a Referral

5. Tom Stuker | Stuker Training | President | info@stukertraining.com info@stukertraining.com “Do you know anyone looking to buy a new car today?”

6. Tom Stuker | Stuker Training | President | info@stukertraining.com info@stukertraining.com “Do you know anyone looking to buy a new car today?”

7. Tom Stuker | Stuker Training | President | info@stukertraining.com info@stukertraining.com “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?

8. Tom Stuker | Stuker Training | President | info@stukertraining.com info@stukertraining.com Why Ask for Referrals?

9. Tom Stuker | Stuker Training | President | info@stukertraining.com info@stukertraining.com Easier to sell Close at higher ratio Better grosses Higher CSI More fun to sell UNLIMITED OPPORTUNITIES

10. Tom Stuker | Stuker Training | President | info@stukertraining.com info@stukertraining.com 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.

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

12. Tom Stuker | Stuker Training | President | info@stukertraining.com info@stukertraining.com 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?”

13. Tom Stuker | Stuker Training | President | info@stukertraining.com info@stukertraining.com 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…”

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

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

16. Tom Stuker | Stuker Training | President | info@stukertraining.com info@stukertraining.com 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!

17. Tom Stuker | Stuker Training | President | info@stukertraining.com info@stukertraining.com 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!

18. Tom Stuker | Stuker Training | President | info@stukertraining.com info@stukertraining.com Thank You

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

20. Tom Stuker | Stuker Training | President | info@stukertraining.com info@stukertraining.com Delivery Prospecting