tell everybody what you do by the way. Like what industry are you in? What do you do out there? So we're in. I'm in the automotive industry. Uh, we deal with special financing but also financing for people too as well. I'm the general manager of our online Department that started basically when. Uh, Co first hit last year and around February March is when we signed up with you too, yeah. So okay, so you're in the automotive industry. 401 Auto. You've got several dealerships there in Canada, kind of all over the place. 18 of them now, yeah, yeah. 18 of them now. And then when you first started here, I believe I want to say about four to six weeks later is when the Corona virus just kind of Boom happened, right? Now you're a car dealership. Y your country closes down, yeah, and they say you can't have people come in the doors to buy cars. You have to close your doors, yeah. What was going on in your mind as a general manager?

yeah, when you heard that well, actually, at first I was just a finance manager before, uh, you know, when I reached out to you guys. And there was a little bit of panic like we were, we, you know, the dealerships were going to have to be shut down. So actually, uh, the owner of our company actually called everybody in and just wanted him to patrol the area to make sure no one was breaking into our trailers and cars and things like that. Yeah, so, uh, yeah, there was, there was a little bit of panic and then once we found out, you know, we could do this remotely, that's when the doors kind of opened up to, you know, obviously selling everything online. Yeah, yeah, so we had to make, you had to make a transition, right? So your doors are closed, people can't come in, obviously that's going to affect business and this was right in the beginning when we were starting to train you and your teams how to tie in inq to what you sell. I know that I personally wrote out your sales.

structure with you with another couple of managers and we started to implement it like boom right at the time of the Corona virus. Now, uh let's talk about before you got into neq like how were and I see a picture of me back there that's crazy going on. What's going on back there uh throughout our so I have an arena um with you know 50 salespeople are Finance managers in here right now because we're all online. So we have you know six or seven TVs with all with all your training material on it so they're just 100% immersed in neq and seventh level when they walk in to the uh to the arena. Why have you done that with your team um what switch to well no just have that like have them immersed in the materials. I just I want them I want them living it like I want them fully like drinking the Kool-Aid so they really buy into everything because when they buy into everything that's when the results really start to come but if they're

questioning things and if this is going to work and anything like that then you can kind of see it in the results. It doesn't really result in a lot of sales but yeah once we actually have them fully immersed into any PQ with you know the tonality, the pauses, the right questions at the right time, yeah that's when you see their sales just Sky well. It's 100% you've got it, you know, like your company. There's some other companies that we have where they have these sales flors where they just have all these videos of the training going, you know, like 24 hours a day, seven days a week. They have their salespeople listen to it in their cars while they're driving around so they become so immersed in it that they start to speak the languaging of it if that makes sense. So they understand like what questions to ask, when to ask them, why you're asking them. It's not just the questions, you have to understand why you're even asking them in the first place like what

are you looking for what emotionally is it doing to the potential customer when you're asking those questions. Now let's go back before you even knew anything about NPQ before you got involved in any of our training. How were you and your people taught how to sell? It was basically, you know, you call the customer and say, Hey, this is, you know, so and so from 401 Auto. We have a great approval for you. You know, the banks are really interested in working with you. Um, you know, you have to come down here today before the banks, you know, pull the approval and we don't have that approval anymore. And it was just kind of like that takeaway close. Yeah. And before Co, obviously, and our, you know, our, our appointment show rates were very, very low. Yeah. And we were trying to figure out how can we get more people into the dealership. So that's when, you know, I. So basically, you were saying like, Hey, you know, the bank's gonna approve you, but you know, if you don't get down here by, you know, within.

eight hours they're going to pull the approval right yeah I remember you guys going over that with us and actually showing me those scripts and I'm like I I I think I simply just asked you like when you say this to your prospects and just be real with me put yourself in their shoes yeah do you believe that most of these people actually believe that no plus other dealerships are contacting them with approvals too as well so yeah so when we say those type of things like the urgency and like we just tell them like my manager's not going to approve this or the bank's not going to approve if you if you come in tomorrow and we think it's building urgency it might do that with a few desperate people but for the most part the most people that are going to qualify the most the more sophisticated people all that does is create a lack of trust because they know that's not true when they don't trust you are they actually going to show up no no not at

all and I remember your guys's your guys' show up rates. Like what were the percentage of show-up rates before we started implementing and training you? It was low. It was, you know, in the almost single digits, like below 10%. Okay. And then when we started training you and you started implementing NQ, what did those show-up rates start to go up to? Um, initially, like they definitely increased, like probably double, like 20, 30, 40%. But then Co hit. So then we switched everything to online. For my team, I can't speak for our other dealerships, but you know, we switched everything to online, obviously. But our second phone calls, I can say almost everybody answers on our second phone calls. And we're at, we're probably right now having about 85-90% commit on the second phone call, which is crazy. A little bit better than 10%. A little bit better 10% to 85%. A little bit better, because if you have that many more people replying now, they can't

come in right now to your dealerships because you're in Canada and you're all locked down so you have to I think set up special appointments for them to like come in but you're making records even during Co now other dealerships you know of that just sell the way car salespeople always taught how to sell yeah how are they doing in the pandemic days a lot of them aren't selling like I I've hired a few people like really really good Finance Managers from other dealerships that uh just basically told me like I took I've taken two months off because we haven't sold a car at all so I always kind of count our blessings and say how fortunate we are to be able to do this every day and and break records every you know every month which is crazy well let's let's break down the sales process so you connect so before uh okay so you're setting records you're setting records during Co which is just crazy right because of inq your show up rates are just massively High even

during freaking lockdowns. Which like I said I find like how is this even possible. Now let's talk about the connecting part. So when these leads come in, are they inbound leads who book on the calendar, or just outbound leads that you're having to reach out to? No, they're inbound. So we actually have a lead generation company within our company. Yeah, and so what happens is we'll get the lead and then one of my finance managers will get sent that lead and then the finance manager reaches out to that lead. Yeah, so they reach out to the lead and typically how are we, you know, I don't have your sales structure pulled up in front of me because I'm on a smaller screen today in the office, but typically what, how are your, how, how do we teach your reps how to connect? What were the first questions out of their mouth and why were we asking those questions? So you know what we'll do with the connecting questions is, you know, we just ask them, you know, first thing we'll

start off with is you know they recently requested some information. It looks like yesterday afternoon about possibly getting financing for a vehicle. And just that neutral language there already like disarms that uh that person like they feel comfortable with us just with that um. And then they'll say something like, Oh yeah, hey how you doing? And then, Yeah, let's talk about that for a second. So why do we want to use the word possibly when we're calling inbound or outbound leads and and Marty hit it right on the head is because of neutral okay when we call the lead like you used to right and you just I what what did you used to say you like assume they wanted it or something or what I can't remember what used to yes exactly like we have a you know we have an approval for you when can you get down here like we just assume they haven't even bought anywhere either like we haven't even asked that question sure so you're like assume assume assume and then hardly anybody shows up so when we say looks like you

you know booked on the calendar about it looks like you'd replied to an ad. You know a couple days ago about possibly getting, you know, financing for a new car. Whatever. When we use the word possibly, what that does is it removes any sales pressure from the start of that call. And what we have to all understand, it doesn't matter what industry you're in, what your products or services are. In the first 10 seconds of any sales interaction, whether it's on the phone, whether it's on Zoom, whether it's in person, it does not matter. Your prospects, subconsciously - this is just the way our brains work - are picking up on verbal and nonverbal cues based on your tonality and what you are saying and/or asking that trigger their brain to respond in one of two ways. Now, if you don't know the right questions in the right tone to use, okay, what happens is a lot of leads that you talk to, it triggers them to feel like you're just trying to sell them something. And so it triggers them

to want to get rid of you. Well, we don't really need that. Or, you know, I'm too busy right now. Or, you know, we've looked at it and we'll do it later. Can you, you know, we don't. Are you, you know, your prices are too high. We don't. We're not interested. And they try to get rid of you. Now, if you know the right questions, if you understand NEQ like we train you in our virtual training programs, our courses, in our group trainings that we have for our clients like Marty, his company, then what that does is it triggers their brain to become so curious that they feel like they have to engage with you, that they feel like if they don't engage with you, they're missing something very important. Right now, once you get, let's keep going. So, after that first couple of questions, where are you going in that conversation? What are you wanting to find out? We still go for the connecting question. So, I'm going to ask something like, you know

have they found what they're looking for yet? To even figure out if we can even help them in the first place. Yeah, um, and why do we, why did we teach you how to ask that question? We don't want to, you know, if the person's already bought something, we don't want to go over our whole entire script that they've bought something and then them tell us at the end, Oh, I already bought something. And it's, I already bought something yesterday. Yeah, exactly. I don't know why you guys are calling me. Yeah, so it's on those outbound leads a lot of times we're saying now, Have you, um, you know, after the first connecting question, now have you found what you're looking for or are you still looking? And we pause there, right? Now, why do we want to have that pause there rather than just saying it really quick? Um, pauses really, really help. It makes it seem like you're more of a human. It's not like a robotic scripted anything like that, but it also

it also helps them kind of process what you're asking. Like, if you're asking it too quick, I find we get a lot of reactionary answers. Where if it's slower, it helps them process what you're asking. You get a more thought-provoking about the questions we ask that pulls out more pain and more feelings and more emotions. When we just say a question real quick, it's like you going into the mall and you're looking to buy a pair of jeans. And the salesperson comes over and says, How can I help you? And you say, Just looking. Because it's a knee-jerk question that is getting you a knee-jerk reaction. So that's why we teach that verbal pausing in a lot of your questions to get them think to think deeper. Okay, so they say that, Yeah, you know, we're looking for possible a car financing, blah, blah, blah, blah. And then at that point, you jump into what we call situation questions. What are you looking for in your situation questions? Basically, what, you know, what cars are driving now?

what type of vehicle they're looking to get into, you know, how long have they had the type of vehicle that they have now, so just anything basically to find out what kind of situation they're in, and even if it's something to do with like credit, let's say too as well, you know, do they know what their credit situation is, anything that kind of just paints the overall picture for us of, you know, why this person's, you know, contacted us. Yeah, so you're finding out like with situation questions, you're finding out the basic facts of what their current situation is, right? So what do they drive now, how long have they been driving it, what got them into that car, um, those questions kind of help them also realize maybe that they don't, they've had this car for a long time or whatever and they don't really like it, right? So it helps them see how long they've had the situation. Now one thing we also have to understand, this is for everybody, every industry, doesn't matter, most of your prospects

when you first originally talked to them, don't even know they have a problem, right? Do they just come to you, be like, Oh my gosh, Marty, thank you, dear Lord, for calling me. I have been waiting. I have so many problems with my car. I'm ready to sign up. How many people say that? No, a lot of times, we actually have people try to like brush us off a little bit, and then we start asking the right questions, and then they start opening up. And then once they open up and really pull that emotion out with our, you know, our problem awareness, solution awareness questions, yeah, then it's like the floodgates are open with the, you know, the pain points and things like that, yeah. So it's really cool, yeah. So okay, so then we're finding out their present situation, they're finding out their present situation, they're starting to realize that they have problems, maybe they didn't even think they had before they were on with you 10 minutes earlier, right? And we're, when we're able to help them visually see in

their mind that not only do they have one problem, but now they have two or three or four other problems. They didn't even realize that causes them to view you and your company as the trusted authorities, the experts in your market, the go-to company. Now at this point we found out their situation, we want to then dive into finding out what their problems are, what the root cause is, and then how it's affecting them. What question do we train you? What questions do we train you how to do that? We're in a stage so they'll tell us something, you know, why they're looking for a vehicle. Let's say they want a larger SUV. So we'll ask a question like, So besides a larger SUV, do you like what you're driving now? Yeah. And how did they respond to that? A lot of people will be like, I don't really like it, or Yeah, it's okay. Okay. And then if they have like kind of a hesitation, I'll say, Well, hold on. You don't sound so sure about.

that how to do that there uh Sorry my phone's going off right now oh you're fine uh teach us the yeah why don't we teach you how to ask that question so that tonality is very important when we asked that problem wear so with the card that you have now do you do you like what you're driving or or whatever the problem awareness question was now why would we want to it's the same thing we there because it forces them to think deeper about what we're asking yeah right now before you learned that in Q how what how did you what did you even say to find out what their problems were in your old sales process didn't even find out it was just like yeah we'll get you approved we can solve all your issues it's like well what are the what are the issues to begin with just you know we thought our product was the absolute best the approvals we had were the absolute best because we had the best relationships with lenders just kind of went into that you know feature

Advantage, benefit, pit, yeah, and uh, you know, got a ton of, and how would most people respond to that, a ton of objections and rejection like we actually had scripts on hey, how to handle the objections and rejections that we were G to get so the way you were taught how to sell was triggering resistance and objections, the way you were saying it and the questions you asked and then you had to learn objection handling techniques to overcome what you just triggered with the prospect, yeah, I love that type of training, it makes so much sense, you know what I mean, now um, okay, so you got a lot of objections, you got a lot of resistance, now once we implemented these problem awareness questions, what started happening with the resistance, uh, reduced quite a bit, yeah, um, up back there, there's somebody looking back there, that's the vice president of our company, oh hey, vice president, nice to meet you, yeah, um, it started just almost eliminating resistance completely, uh, and they were really opening up, and now what happened

was is they were just they were just answering our questions so there really couldn't be any objections to their own answers and that's what we started to find right. We're like, okay, well this is a lot easier even to contact people now, yeah, so it's much easier to sell when you get a lot less objections, right, because the more objections you get, I hate to say, there's a myth out there that, oh my gosh, the more objections you get that somehow they're more interested, nothing could be further from the truth, yeah, right, because think about all the sales you lost where they had tons of objections, yeah, right, think about the laydowns you made that had zero objections, yep, it's better to have hardly any objections, right, so we taught you certain questions to ask in your sales process with inq that really prevented objections from even happening in their mind, right, now they do have some objections at the end, we help you know, help you overcome that, hey, guy with the red shirt, nice to meet you.

whoever that was, all right. So, problem awareness questions, you've helped them find out what their problems are, how the problems are affecting them. The rationale questions, then you moved into your solution awareness questions. Yeah, tell us a little bit about what solution awareness questions we have. You start out with your company. So, we just want to find out if they've done anything to actually solve this issue now that they've realized what they have. So, before you started talking to me, were you out there looking for other vehicles that you didn't have to, you know, pay the $2,000 a month you're currently paying on maintenance and things like that? Yeah, and just kind of pull in what their pain was into that solution awareness question. Right now, the reason why we have to learn solution awareness questions is because it involves the other Prospect and the Prospect and what they've done in the past to help solve the problem, which for a lot of people, they start to realize that they really haven't done anything.

about the problems that they didn't even know they had. Right so that causes them to take ownership of their own problems. Yeah, now when you're able to ask the questions that the prospect to own their problems, that means they become attached to solving those problems because as a human being, we want to do what get away from Pain. Yeah, that's how we're wired. If you don't understand those questions, you don't get them attached to their problems, and there's no urgency for them to do anything. That's why if you're getting a lot of I want to think it overs, we don't have the money, I need to think, I need to talk with my spouse about this, more I need to talk to my uncle, my aunt, my great-grandmother Betsy, the man in the van down by the river, if you're getting a lot of those objections because you haven't learned neq and solution wearen questions that get them to attach to the need of wanting to solve that now before you learn all that from us how were you what were you doing

in that part of the sales process, that would probably be just more, you know, what we can do for them, how we can get them the best rates, and build their credit, and you know, get them the vehicles that they're looking for, and just again trying to keep going into that pitch, pitch, pitch, pitch, pitch, and you could just feel them, even on the phone, like starting to draw more away, and like it's almost like they weren't even paying attention anymore, and then they would say something like, yeah, yeah, okay, I'll book an appointment, just to kind of like induce the act of reciprocity, just get us off the phone, right, they'll give us something, get off the phone, they treated you almost like a telemarketer, yeah, 100% ex it was that's what they did, that's why you got less than 10% would actually show up compared to now getting 85% that show up completely different scenario now they're owning the problem, so they're actually coming into what to solve the problem with you rather than some other.

car company who might give them the same rates or have the same type of deals, but they don't have the same trust as they do with you because other salespeople from other companies don't know how to pull out the feeling side, in the internal side, and the emotion side like your team does. Now also solution awareness questions, as you know, are very important because now that we understand what their current state is, their current situation, from our situation and problem awareness question questions, solution awareness questions help them see and internalize where they want to be, what their objective state is, right? Why is it so important for them to also not only understand the problems they have now and how it's affecting them, but also be able to see where they want to be and how that's going to make them feel? Why is that so important internally for them? It just makes them feel good, like knowing that okay, where they are now isn't the end, like we can actually help them get to that point where they want to go if they

follow the steps and everything. You know that the solution that we provide it's just like, um, you know, it's almost like when Tony Robbins, you know, when he does his, a couple of his things where it's like, Here's where you are, but if you keep doing this, you can get to here, and people all believe and internally buy into that, right? And that's what, right there, it's when they've, or now they've convinced themselves, they've persuaded themselves essentially to want to get to that point. Yeah, and now we're just, you know, again like you said, we're The Trusted Authority helping them guide to that point now, yeah. So they pers to themselves that they have all these problems they didn't even know they had 12 minutes ago before you were on the phone with them, and now they've internalized that they have to do something about solving those because you've helped them relive the pain, whether that's paying too much money for gas so they need a smaller car, whether that's they need a bigger car because

they want to go hiking, and now they're stuck at home with their Prius. I mean, there's so many different things that they could be looking for and problems they have in your space since you sell cars. Now, after they've realized, here's where I want to be, here's where I am, yeah, here's where I want to be. What's the Gap in the middle? All those problems that you're questioning has helped them see that they really have, and the bigger that Gap from your questionability, the more likely they are to purchase. The smaller the Gap, because if you can't open them up, if your questions are off, if you don't understand an epq, if you just ask regular consultative questions that you learn out and just generalized courses, the smaller the Gap means the less likely they are to buy. And that's what triggers a lot of objections. Now, at that point, we move into consequence questions, yeah, and consequence questions like rip that dream away that they just said they have to have. What consequence question do you have, do we have, do we have?

your team asked, there, yeah, so they'll they'll, you know, they, we'll go for the solution awareness, and you know what they're actually looking for, and then they'll be all psyched about it, all really happy about it. Well, hold on, what if, what if you don't do anything about this though, and you keep having the same issues with the car breaking down, and you actually costing you money at work for the next three, six, even 12 months? And how do they respond to that? I would, I can't do it if you can't help me, then then I'll go somewhere else, and they start like panicking a little bit, and then that's when we're like, okay, so what's important for you to do something then? Yeah, it's really important. Okay, and that's what I needed to hear, because and then we go in our transition, right? Yeah, so after we've got them to realize here's their current situation, their problems, where they're at now, we don't tell them that, we ask questions that allow them to see that in their mind.

which is powerfully persuasive. You tell them, It's in one ear, out the other because it's coming from you, right? Then we get them through S awareness questions where they see, Here's where they want to be, this is their objective state, and how it's going to make them feel once all these problems are solved. And then the consequence question, like, rips it away where they're like, No, no, I have to have this, and they pull you back in, No, no, no, I'm going to do something about it. Okay, so it's important for you to do something, that's what I really needed to know because based on what you told me, and then we transition, right? See how that works now? Before you learned inq and consequence questions, what would you ask there to try to get them to realize the consequences if they don't do anything? Didn't even know about it. Like, But I just say, okay, if I could get you this price, like, would you buy the car? If we could get you the best deal possible, would you buy today? Yeah, yeah.

exactly how did people respond to that uh well I gotta you know I got to talk to my wife or we're just kind of we're kind of looking right now but you know send us send us your best rates and your best quotes and you know we'll get back to you yeah and they commoditized you yeah see how that works and then they start competing with you on price right okay now we transition into your presentation how have you structured the presentation differently than you've done it in the past before any PQ so first for the transition so we have a like a presentation are you talking about transition or present well the presentation like how how have we set it up a lot differently than what you had before you learned inq so when we call them back we want to make sure that we're still on the same page because you know we have to work on the approvals and and everything like that so we ask them you know just want to make sure we're still on the P same page on the

last phone call. We talked about, you know, this. Are we still on the same page? Yes, okay. So based on what you told me, you know, like I said, we do have some options that would work for you because, you know, how you said, and whatever issue they told us versus what they want. Yeah, and because of that, it's, it's causing you to feel, I think you said, maybe a little bit of stress. Sometimes why do we teach you to like, even though they said in the call that they were frustrated or annoyed or stressed or burdened or whatever, because the questions that we've taught you have brought that out of them where they F, they opened up and really told you how they feel. They didn't hold anything back to you. Why do we say at that, at the end of that, I think it's caused you, I think you'd mention a little bit of stress. Sometimes why would we say a little bit because you want to downplay it because they'll up play play it. No, not a little bit of.

stress man, like I'm stressed, or a little bit of stress, like, dude, this has caused me so much stress. And now they're telling themselves, we're not telling them, they're telling themselves how stressed, yeah, because if we go into that and we say, I think you mentioned it's caused you a lot of stress, well, a lot of people say, Well, it's not that bad, yeah, they say the exact opposite. But when you downplay it and you say, I think it's caused you, I think you'd mentioned a little bit of stress sometimes, oh my gosh, have no idea the stress, right? And then they start to own it more, okay? And then with your presentation where you talk about problems they said they have, yeah, and how each part of your specific solution solves each of those problems, yeah, and other problems they didn't know they had, then that connects the dots and it justifies the pricing of what you're offering, yeah, that makes sense, yep, 100% all right, so then you get to the end, you

go through the presentation Y and then at the end uh at that point yeah uh you you know you want to ask what we call committing questions that get them to commit to take the next step to solve their problems. What committing questions do we have you use so we'll say something like, Do you feel like this could be the vehicle to help you get your family to where you need to go safely or whatever, whatever, whatever the pain they told, whatever their pain point was, right? And then how did they react to that, Yeah, I really do. Well, why do you feel like it is though? Do you feel like that vehicle would be the solution for you? And why did they teach you how to ask that any probing question there, uh, it's really powerful because again they're again telling themselves but they're also selling us now. Like when I ask that question, they're like, Oh man, like being able to travel and do this and do this and do this. And it brings back that like future pacing, that future dream that they're they're want to.

get to right. Yeah, so yeah. So they basically pull you in an almost fight like, no, no, no, it's for me because of X and Y and Z. Now, before you learned any PQ, yeah, how did you try to close? Um, you know, there was the, you know, the takeaway clothes, there was the fear, like, you know, fear of taking something away. There was, uh, honestly, I can't even, I can't even remember 'cause I've reprogrammed my vein so much for any PQ that I've tried to block all that. Do you want the red one or the blue one tomorrow or Thursday at five? Yeah, yeah, all that. All right. So, okay. So, uh, now, okay. So your closing ratios are up big time high even during lockdowns. Yeah. What are you predicting? Because, you know, probably lockdowns in Canada, I'm assuming are going to end in the next couple of months. I mean, good, good Lord. I mean, everybody's going to be vaccinated or had it. So they have herd immunity or something by that point. Where do you

feel your dealerships. Yeah, and your sales people really going to go from there when they can actually have people come to the store. Uh, we're we're still going to have our brick and mortar, but I believe um, I believe the bulk of our business now is going to come from online because we've proved that we can we can create that trust and become that trusted Authority for a customer so powerfully on the phone that we don't actually need to spend that $10 million on brick and mortar stores. We can just fill an arena up with you know a hundred people that can do this on the phone all day. Yeah, yeah. And from what I understand you guys are out there, you know, basically trying to acquire tons of these dealerships now that have kind of gone out of business business because of Co because they don't know how to sell properly, right? Where do you guys think you would be and just be real with me where do you think you would be if the pandemic happened, yeah, you know 14 months ago and you

didn't know anything about neq, and you were just selling the old traditional way of selling. Yeah, uh, not where we are, that's for sure. I mean, I'd probably be a lot more stressed. I'd probably, my, uh, retention would probably be a lot lower because people would be stressed and not making money. And I mean, I could tell you one story with one guy. I have was a, uh, a service adviser before this, so we kind of had that, that service background. Yeah, most money he ever made before was $3,000 a month. Yeah, that guy embodies, I mean, embodies any PQ in seventh level, even when he's talking to me to ask me questions and, uh, like that. Dude's making 12 to 15K a monthly. Clockwork every single month now. So we went from 3K a month to 15K a month. Has that changed his life? Possibly 100%, it has him and his kid. I mean, he's happy, buys his kid every game system now. Yeah, during the pandemic, so even after the pandemic.

probably going to make a lot more money as well because more people in your country are going to have more money because right now a lot of them can't even work right any last uh hey that was really helpful. I wanted to like I said I wanted to break down your sales process. You know a lot of people come to us and they're like oh my gosh we see all these testimonials because we have about five to seven new testimonials that people post in our Facebook groups every single day. So that's about 170 to 200 every month of new testimonials about 3,000 a little bit over 3,000 now are somewhere around that range in the last two years. And that's over hundreds of different Industries but we still get people some people like well I know it works for this industry and that industry and this industry and that but you don't know our industry like it's so hard to sell like you know you can't ask questions to our prospects like it's just not going to work for us. Yeah what

would you say to somebody like that because you're I mean you're in car sales completely different industry than a lot of people in our in our training. Sure, yeah. Uh, you got to get past that belief system. That's it's old school. Uh, you know, a lot of the reason that people don't do this kind of stuff is they just it's Comfort zones. You gotta you got to break past that comfort zone of asking the right questions. And if it just makes sense, like if you ask the right questions at the right time, you're gonna get the right answers. Yeah. And I think that's right. You know, you I think sometimes they just become comfortable with being uncomfortable. Yeah, because they don't know what they don't know, right. So for us to get to any new level financially or spiritually or anything in our life relationship wise, we first have to do what we have to step outside our comfort zone. If we want to learn more advanced skills to make us more money as sales professionals and companies. Now I think I'm coming out.

sometime after the lockdowns, possibly yeah, we're gonna get you down here soon as uh soon as Canada opens up a bit here. We're gonna have you train our entire I. I think right now if I fly up there, I had my uh executive assistant do some research, and she's like what when you fly up there. I think you have to stay in a hotel for like two weeks. Yeah, have to be quarantined. Then you have to fly back, and I'm like no, no, no, no. We're not going up can yet. I'm not staying in a hotel weeks. It's our and then most of the people are getting covid in the hotel, apparently my good, good Lord. You know I love these guys up there, but I don't think I want to stay in a hotel for two weeks. You all right Marty, you're the man. We really appreciate the help. Uh, we love I love all those big Jumbotron TVs of the training in the background that you have there in the call center. Keep crushing it. Really excited to see what

you guys do even when the pandemic opens. I know you guys are setting company industry records with what you do now with any PQ and sales, but I know that that's probably going to even double from there after the pandemic for sure. So I'm really excited to see the company go from 18 dealerships to 30 to 50 to 100. Maybe we even have dealerships down here in Missouri. I've been asking Indianapolis. I'd love to get a dealership down there. I know probably all right. My man, thanks for being on. Appreciate it. Now, everybody else that's on here, if you want to join our private Facebook group Sales Revolution, I'm going to have Chris here on our team post the Sales Revolution Facebook group. I know we stream here on YouTube, my personal Facebook, Instagram, and Sales Revolution Facebook group. So we got people all over on here. So Chris will post that. You can join that. You'll answer a couple question surveys so we know what industry you're in, and then we tag you right when you join the group.

and we'll send you over a free 30-minute training on OB objection prevention. How to prevent objections from even happening in your prospect's mind right when you join the group. We'll give you that free training. Marty knows about that as well. Uh, thanks for being on. Tomorrow we will go live in the Facebook group as well to answer any questions you have. I'm going to spend about 40 minutes in there answering your sales questions, what objections you get, how to resolve those, how to start up the calls, whatever questions you have. Be in the Facebook group tomorrow 4 pm Eastern. Thanks, Marty, to everybody said hi, and we'll see you soon. Thank you.

Watch us Break down this client's Sales process who found success during Covid!

Jeremy Miner

코로나19 팬데믹 기간 동안 자동차 판매에 성공한 401 Auto는 NEQ(Neuro-Emotional Persuasion Questioning)를 도입하여 고객과의 신뢰를 구축하고 높은 예약률과 판매율을 달성했다.

NEQ를 통해 고객의 문제점을 파악하고 해결책을 제시함으로써 고객 스스로 구매 필요성을 느끼게 하여 기존의 푸시형 판매 방식에서 벗어나 고객 중심의 판매 전략을 구축했다.

401 Auto는 NEQ를 통해 직원들의 역량을 강화하고 온라인 판매 채널을 확장하여 팬데믹 상황에서도 지속적인 성장세를 유지하고 있으며, 향후에도 NEQ 기반의 판매 전략을 통해 시장 경쟁력을 더욱 강화할 계획이다.

자동차 업계에서의 역할과 코로나19 발생 초기의 상황

자동차 업계, 특히 특수 금융 및 일반 금융을 다루는 401 Auto의 온라인 부서 총괄 매니저로 근무.

코로나19 발생 초기, 딜러십 폐쇄로 인한 패닉 상태 경험.

원격 판매로의 전환과 NEQ 판매 구조 구현.

영업팀 전체가 NEQ 교육 자료에 몰입하도록 환경 조성.

NEQ 기법(어조, 일시 멈춤, 적절한 질문)을 통한 판매량 급증 효과.

NEQ 언어 구사 및 질문 의도 이해의 중요성.

NEQ 도입 전 판매 방식과 문제점

NEQ 도입 전, 은행 승인을 강조하며 긴급하게 방문 유도.

낮은 약속 이행률과 고객 신뢰 부족 문제 발생.

NEQ 도입 후 약속 이행률 변화와 온라인 판매 성공

NEQ 교육 후 약속 이행률이 10% 미만에서 85-90%로 증가.

코로나19 봉쇄 기간 중에도 NEQ를 통해 기록적인 판매 달성.

NEQ를 모르는 다른 딜러십은 판매 부진.

최근 정보 요청 사실을 언급하며 중립적인 태도 유지.

"아마도"라는 단어 사용으로 판매 압박 감소.

올바른 질문과 어조를 통해 고객의 궁금증 유발 및 참여 유도.

고객의 요구 사항 파악을 위한 질문과 그 이유.

질문 시 일시 멈춤을 통해 고객의 심층적 사고 유도.

상황 질문을 통한 고객 상황 파악

현재 차량, 운전 기간, 차량 구매 이유 등 고객 상황 파악.

질문을 통해 고객 스스로 문제 인식하도록 유도.

문제 인식 질문의 중요성과 효과

문제 인식 질문 시 어조의 중요성 강조.

NEQ 도입 전에는 문제 파악 없이 제품 장점만 강조.

문제 인식 질문 후 저항 감소 및 고객 개방성 증가.

해결책 인식 질문을 통한 고객 문제 해결 노력 파악

과거 문제 해결 노력 질문을 통해 고객 스스로 문제 소유권 부여.

NEQ 기반 해결책 인식 질문을 통해 고객의 문제 해결 의지 강화.

NEQ 도입 전에는 제품 홍보에만 집중하여 고객의 무관심 초래.

NEQ 도입 후 고객이 문제 해결을 위해 적극적으로 참여.

고객 스스로 원하는 상태를 상상하도록 유도.

질문을 통해 문제점과 원하는 상태 간의 간극을 인식시키고 구매 가능성 증대.

결과 질문을 통한 문제 해결 필요성 강조

문제 해결을 미룰 경우 발생할 수 있는 부정적 결과 강조.

고객 스스로 문제 해결 의지를 표현하도록 유도.

NEQ 도입 전에는 가격 인하 등으로 구매 유도.

고객이 언급한 문제점을 재확인하고 공감대 형성.

고객의 감정을 과장하지 않고, 오히려 축소하여 고객 스스로 감정을 더 크게 표현하도록 유도.

문제 해결책 제시 및 가격 정당화.

약속 질문을 통한 고객의 다음 단계 참여 유도

제시된 해결책이 문제 해결에 도움이 될지 질문.

고객 스스로 해결책의 필요성을 강조하도록 유도.

NEQ 도입 전에는 억압적인 판매 방식으로 마무리.

코로나19 봉쇄 기간 중 높은 계약 성사율과 미래 전망

봉쇄 해제 후에도 온라인 판매가 주력이 될 것으로 예상.

NEQ를 몰랐다면 코로나19 상황에서 어려움을 겪었을 것으로 예상.

NEQ를 통해 직원들의 수입이 크게 증가.

NEQ에 대한 회의적인 시각에 대한 반박

NEQ는 모든 산업에 적용 가능하며, 편안함을 벗어나 질문하는 것이 중요.

새로운 수준의 성공을 위해서는 편안함을 벗어나야 함.

봉쇄 해제 후 한국에서 NEQ 교육 진행 예정.

페이스북 그룹 가입 안내 및 무료 교육 제공.

🚗 코로나19 시대의 성공: 자동차 판매 전략

코로나19 팬데믹 기간 동안 자동차 판매에 성공한 한 고객의 사례를 소개합니다. 401 Auto의 온라인 부서 제너럴 매니저인 Marty는 **코로나19로 인해 봉쇄 조치가 내려졌을 때 위기를 겪었지만, 새로운 판매 전략을 통해 오히려 기록적인 성과를 달성**했습니다.

🤯 위기에서 기회로: 온라인 판매 전환

초기에는 봉쇄로 인해 모든 딜러십이 문을 닫아야 할 상황이었지만, **온라인 판매로의 전환을 통해 새로운 기회를 발견**했습니다. Marty는 "원래 금융 매니저였는데, 봉쇄 조치로 인해 모든 것을 온라인으로 판매하게 되면서 문이 열리는 것 같았다"고 말했습니다.

Marty는 팀원들이 NEQ(Neuro-Emotional Questioning) 교육 자료에 완전히 몰입하도록 환경을 조성했습니다. 그는 "팀원들이 NEQ를 완전히 받아들이고, **톤, 멈춤, 적절한 질문을 통해 판매가 급증하는 것을 확인**했다"고 강조했습니다.

팀원들이 NEQ에 몰입하도록 하기 위해, 훈련 비디오를 하루 24시간 시청하게 하고, 차 안에서도 듣도록 했습니다. **질문뿐만 아니라 질문의 의도와 감정적인 효과를 이해하는 것이 중요**하다고 강조합니다.

📉 전통적인 판매 방식의 문제점

NEQ 교육 이전에는 고객에게 "은행 승인을 받았으니 오늘 당장 오라"는 식의 압박적인 판매 방식을 사용했습니다. 이러한 방식은 **고객의 불신을 초래하여 약속 이행률이 10% 미만**으로 매우 낮았습니다.

NEQ 교육을 통해 고객과의 신뢰를 구축하고 감정적인 연결을 형성하면서 약속 이행률이 85-90%까지 급증했습니다. **봉쇄 기간에도 불구하고 기록적인 판매를 달성**할 수 있었습니다.

다른 딜러십들이 어려움을 겪는 동안, Marty의 팀은 NEQ를 통해 고객과의 신뢰를 구축하고 감정적인 연결을 형성하여 성공을 거둘 수 있었습니다. **"다른 딜러십에서 온 금융 매니저들이 차를 한 대도 팔지 못해 두 달이나 쉬었다는 이야기를 들었다"**고 Marty는 전했습니다.

NEQ에서는 고객에게 연락할 때 "어제 오후에 차량 금융에 대한 정보를 요청하신 것 같습니다"와 같이 중립적인 표현을 사용합니다. **"아마도"라는 단어를 사용하여 판매 압력을 줄이고 고객을 편안하게 만드는 것이 중요**합니다.

"은행 승인을 받았다"는 식의 가정적인 접근 방식 대신, **"찾고 있는 것을 찾았는지" 또는 "아직 찾고 있는지"를 묻는 질문**을 통해 고객의 상황을 파악합니다.

질문 후에는 잠시 멈춤으로써 고객이 질문을 깊이 생각하고 감정적인 답변을 하도록 유도합니다. **빠르게 질문하면 피상적인 답변을 얻게 되지만, 멈춤을 통해 더 깊은 대화를 이끌어낼 수 있습니다.**

🤔 상황 인식 질문과 문제점 파악

상황 인식 질문을 통해 고객의 현재 상황, 차량 종류, 운전 기간 등을 파악합니다. **이러한 질문은 고객 스스로 문제를 인식하도록 돕고, 잠재적인 문제점을 발견**하도록 유도합니다.

대부분의 고객은 문제점을 인식하지 못하고 연락을 하지만, 올바른 질문을 통해 감정을 이끌어내면 문제점을 인식하고 솔루션을 찾게 됩니다. **고객이 문제를 시각적으로 인식하도록 돕는 것이 중요**합니다.

🔥 문제 인식 질문: 감정적 연결 형성

문제 인식 질문을 통해 고객이 현재 차량에 대해 느끼는 감정을 파악합니다. "현재 운전하는 차가 마음에 드시나요?"와 같은 질문은 **고객이 문제점을 더 깊이 생각하도록 유도**합니다.

NEQ 이전에는 문제점을 파악하지 않고 제품의 장점만 강조했지만, 이제는 **고객의 문제점을 파악하고 해결책을 제시함으로써 저항을 줄이고 공감대를 형성**합니다.

NEQ를 통해 저항을 줄이고 고객이 스스로 답변하도록 유도하여 판매가 훨씬 쉬워졌습니다. **"반대가 많을수록 더 관심이 있다는 것은 잘못된 믿음"**이라고 강조합니다.

💡 해결책 인식 질문: 고객의 주도적인 문제 해결

해결책 인식 질문을 통해 고객이 과거에 문제 해결을 위해 어떤 노력을 했는지 파악합니다. **이를 통해 고객은 문제에 대한 주인의식을 갖게 되고, 해결 의지를 높일 수 있습니다.**

NEQ 이전에는 제품의 장점만 강조했지만, 이제는 **고객이 문제점을 스스로 인식하고 해결책을 찾도록 유도하여 신뢰를 구축**합니다.

고객이 문제점을 인식하고 해결책을 찾도록 유도함으로써, **고객은 문제를 해결해야 할 긴급성을 느끼게 됩니다. 그렇지 않으면 "생각해 보겠다"는 식의 답변을 듣게 될 가능성이 높습니다.**

해결책 인식 질문은 고객이 현재 상태와 목표 상태를 비교하고, **목표를 달성했을 때의 감정을 상상하도록 돕습니다. 이는 고객 스스로 해결책을 찾도록 설득하는 데 효과적**입니다.

💔 결과 질문: 꿈을 현실로 만들기 위한 동기 부여

결과 질문은 고객이 해결책을 통해 얻을 수 있는 긍정적인 결과를 상상하도록 돕지만, 동시에 해결하지 못했을 때의 부정적인 결과를 상기시킵니다. **이는 고객이 문제 해결에 대한 동기를 부여하고, 긴급성을 느끼도록 합니다.**

고객이 현재 상황, 문제점, 목표 상태를 명확히 인식하도록 돕고, **해결책을 통해 얻을 수 있는 긍정적인 결과와 해결하지 못했을 때의 부정적인 결과를 상기시키는 것이 중요**합니다.

NEQ 이전에는 가격만 제시하며 구매를 유도했지만, 이제는 **고객 스스로 해결책을 찾도록 유도하여 구매 결정에 대한 책임감을 갖도록 합니다.**

🤝 제시 및 약속 질문: 문제 해결을 위한 다음 단계

제시 단계에서는 고객이 제시된 해결책이 문제 해결에 도움이 될 것이라고 믿도록 유도합니다. **약속 질문을 통해 고객이 다음 단계를 밟도록 설득**합니다.

고객이 문제점을 스스로 인식하고, 해결책을 통해 얻을 수 있는 긍정적인 결과를 상상하도록 돕고, **해결하지 못했을 때의 부정적인 결과를 상기시키는 것이 중요**합니다.

제시 단계에서는 고객이 이전에 언급한 문제점을 해결하고 원하는 결과를 얻을 수 있는 해결책을 제시합니다. **고객이 제시된 해결책에 동의하도록 유도하는 것이 중요**합니다.

고객이 이전에 언급한 감정을 다시 상기시키고, 제시된 해결책이 문제 해결에 도움이 될 것이라고 믿도록 유도합니다. **"약간의 스트레스를 받았다고 말씀하셨는데, 이 차량이 가족을 안전하게 이동시키는 데 도움이 될 것이라고 생각하시나요?"**와 같은 질문을 사용합니다.

약속 질문을 통해 고객이 다음 단계를 밟도록 설득합니다. **"이 차량이 당신에게 해결책이 될 것이라고 생각하시나요? 왜 그렇게 생각하시나요?"**와 같은 질문을 사용합니다.

NEQ 이전에는 무조건적인 구매를 강요했지만, 이제는 **고객 스스로 해결책을 찾도록 유도하여 구매 결정에 대한 책임감을 갖도록 합니다.**

🔮 미래 예측: 봉쇄 해제 후의 성장

Marty는 봉쇄 해제 후에도 온라인 판매가 계속 증가할 것으로 예상하며, **NEQ를 통해 구축한 신뢰를 바탕으로 더 많은 고객을 확보할 수 있을 것으로 기대**합니다.

Marty는 팬데믹 기간 동안 NEQ를 몰랐다면 회사가 어려움을 겪었을 것이라고 확신합니다. **NEQ를 통해 직원들의 수입이 증가하고 삶의 질이 향상**되었습니다.

🔑 성공의 열쇠: 편안함을 넘어선 성장

Marty는 NEQ를 통해 얻은 성공은 편안함을 넘어선 결과라고 강조합니다. **"올바른 질문을 적절한 시기에 하면 올바른 답을 얻을 수 있다"**고 말합니다.

새로운 수준의 성공을 위해서는 편안함을 벗어나 새로운 기술을 배우고 적용해야 합니다. **NEQ는 고객과의 관계를 구축하고 판매를 증가시키는 데 효과적인 도구**입니다.

Jeremy Miner는 Marty에게 감사를 표하며, 회사의 성장을 기대한다고 말했습니다. **또한, Sales Revolution Facebook 그룹에 가입하여 무료 교육을 받을 수 있다고 안내**했습니다.