At this important crossroads, it's time for the #Automotive Industry at large to make important changes.
One thing that stands out is the language used in the store, describing our people, desired attributes, customers... the list goes on.
I'll start the list, because there is one word I've seen already 2x today- and they are good people-but it's time for new things. It's hard to hear trainers say how customer-focused their programs are, yet they refer to their audience of sales people as 'Closers'! What message is this sending? What vision do you see in your mind?
For most people it is not positive and doesn't align with a customer-friendly approach. These same people are wondering why #CarMax and #Carvana are destroying their access to used car inventory as shoppers clamor for the experience they offer.
#CLOSERS?
Remove this word, please.
Don't desire it or train to it, don't encourage what typically turns into aggressive, pushy behaviors that send customers AWAY-to CarMax, to Carvana...yes, that's what you're doing. Don't believe me? Look at the data.
How hard is it to buy inventory-and at what cost?
I'll also add 'ROCKSTAR' to a list we should never use in job postings. Let's use real business terms, okay?
Your turn, what words should be removed to make us better?
