Full Transcript for Trust The Process

gets punted back to you and you look, oh, you need to sort this. 61 00:04:12,000 --> 00:04:15,000 I'm like, I'm leaving the person that can sort this. 62 00:04:15,000 --> 00:04:16,000 I didn't even do them. 63 00:04:16,000 --> 00:04:17,000 You didn't? 64 00:04:17,000 --> 00:04:18,000 I did. 65 00:04:18,000 --> 00:04:19,000 What did you feel me? 66 00:04:19,000 --> 00:04:24,000 He's making up place on motors. 67 00:04:24,000 --> 00:04:25,000 I would never place like that. 68 00:04:25,000 --> 00:04:26,000 That's good. 69 00:04:27,000 --> 00:04:29,000 Honestly, it's brutal. 70 00:04:29,000 --> 00:04:32,000 It's just trying to know board it. 71 00:04:32,000 --> 00:04:34,000 But that's insurance, right? 72 00:04:34,000 --> 00:04:38,000 So say you're there to deal on the Monday, because we want to vote on the Friday. 73 00:04:38,000 --> 00:04:39,000 When are they done? 74 00:04:39,000 --> 00:04:40,000 On Wednesday, Thursday. 75 00:04:40,000 --> 00:04:43,000 But you're going to want your paperwork sorted Monday, Tuesday. 76 00:04:43,000 --> 00:04:46,000 But you've not even organised a time or a date yet. 77 00:04:46,000 --> 00:04:52,000 But you need an insurance certificate to go, this guy's definitely taking this motor by the way. 78 00:04:52,000 --> 00:04:53,000 He's insured the metal. 79 00:04:53,000 --> 00:04:54,000 He's having it. 80 00:04:54,000 --> 00:04:56,000 The money's in the bank. 81 00:04:56,000 --> 00:04:59,000 And there's still no money in my bank. 82 00:04:59,000 --> 00:05:00,000 I promise you, the money's in the bank. 83 00:05:00,000 --> 00:05:01,000 Nah, it's no ideal. 84 00:05:01,000 --> 00:05:02,000 No ideal. 85 00:05:02,000 --> 00:05:03,000 It's definitely ideal. 86 00:05:03,000 --> 00:05:04,000 He might have paid for it. 87 00:05:04,000 --> 00:05:05,000 He might be insured it. 88 00:05:05,000 --> 00:05:07,000 He's definitely sent you an email to confirm it. 89 00:05:07,000 --> 00:05:11,000 But you've not got his driving licence signed without his stamp. 90 00:05:11,000 --> 00:05:12,000 He's right. 91 00:05:12,000 --> 00:05:13,000 So that's no ideal. 92 00:05:13,000 --> 00:05:15,000 He's already phoned in and taxed it. 93 00:05:15,000 --> 00:05:18,000 He's actually driving out the way the motor. 94 00:05:18,000 --> 00:05:20,000 And he's not a bit. 95 00:05:20,000 --> 00:05:24,000 And then, by the way, just for fun, see that wee iPad that you got a sign of and on? 96 00:05:24,000 --> 00:05:26,000 Can you get him his ID on again? 97 00:05:26,000 --> 00:05:27,000 Why? 98 00:05:27,000 --> 00:05:31,000 Because when an invoice or the AB bits need to get done again. 99 00:05:31,000 --> 00:05:35,000 That's so funny as well as like you say, that is so true. 100 00:05:35,000 --> 00:05:38,000 You'll sign your tablet, right, that's it, done, orders placed. 101 00:05:38,000 --> 00:05:41,000 And then if you're a customer like a sound voice, right, I need to sign my invoice and the same stupid tablet. 102 00:05:41,000 --> 00:05:42,000 It doesn't matter. 103 00:05:42,000 --> 00:05:43,000 We need to print them both off anyway. 104 00:05:43,000 --> 00:05:45,000 And they're exactly the same. 105 00:05:45,000 --> 00:05:49,000 It says invoice instead of order. 106 00:05:49,000 --> 00:05:52,000 That's the bit that blows my mind, right. 107 00:05:52,000 --> 00:05:59,000 We have a system that you go on, you click documents and everything that we sign is there. 108 00:05:59,000 --> 00:06:01,000 But no, we have to print it. 109 00:06:01,000 --> 00:06:02,000 We have to print. 110 00:06:02,000 --> 00:06:05,000 Let's see if it's no printed, it's no there. 111 00:06:05,000 --> 00:06:08,000 As far as sales arm is considered, does that exist? 112 00:06:08,000 --> 00:06:12,000 It's known as sheet of paper that you gave me, then it happened. 113 00:06:12,000 --> 00:06:14,000 I'm telling you right now, it didn't happen. 114 00:06:14,000 --> 00:06:16,000 It just didn't happen. 115 00:06:16,000 --> 00:06:19,000 But I mean obviously that's your biggest bugbear means the paperwork. 116 00:06:19,000 --> 00:06:21,000 It is an absolute nightmare. 117 00:06:21,000 --> 00:06:26,000 And see just like having to get people to sit down and say like handover sheets. 118 00:06:26,000 --> 00:06:28,000 Like they're so... 119 00:06:28,000 --> 00:06:29,000 It's my normal now. 120 00:06:29,000 --> 00:06:30,000 They're so old. 121 00:06:30,000 --> 00:06:33,000 Does it still have a CD? 122 00:06:33,000 --> 00:06:35,000 I know. 123 00:06:35,000 --> 00:06:37,000 Is there wrong that? 124 00:06:37,000 --> 00:06:45,000 No, you don't need to. 125 00:06:45,000 --> 00:06:50,000 Then do make sure the CD is on and the glove box. 126 00:06:50,000 --> 00:06:53,000 It's got glove box. 127 00:06:53,000 --> 00:06:58,000 I mean, the main's real bit is a fucking A on the dials. 128 00:06:58,000 --> 00:07:01,000 That's neat. 129 00:07:01,000 --> 00:07:04,000 And then having to connect it up digitally. 130 00:07:04,000 --> 00:07:07,000 Using the system. 131 00:07:07,000 --> 00:07:10,000 See having to get them to sign up and download the app. 132 00:07:10,000 --> 00:07:12,000 And then having to show them all this is how you do it. 133 00:07:12,000 --> 00:07:16,000 And tick all these just a bit invisible boxes before let me do it. 134 00:07:16,000 --> 00:07:18,000 Plus, see once you've done this, I need to print it. 135 00:07:18,000 --> 00:07:21,000 I have to say that I've actually really done this with you. 136 00:07:21,000 --> 00:07:25,000 Even though it's on the system and another bit of paperwork added to the pile. 137 00:07:25,000 --> 00:07:29,000 So see that bit in the system, do you just type the details in and it populate straight up and tells you. 138 00:07:29,000 --> 00:07:31,000 Like print it. 139 00:07:31,000 --> 00:07:34,000 No, they are. Print it. 140 00:07:34,000 --> 00:07:36,000 That's a digging, digging. 141 00:07:36,000 --> 00:07:39,000 Actually, this is a snipping tool of the scheme. 142 00:07:39,000 --> 00:07:40,000 That's not

acceptable. 143 00:07:40,000 --> 00:07:43,000 Print the full document please. 144 00:07:43,000 --> 00:07:47,000 And then my personal favourite, GDPR. 145 00:07:47,000 --> 00:07:49,000 That's a happy little one. 146 00:07:49,000 --> 00:07:52,000 Print off the tick boxes that you've selected. 147 00:07:52,000 --> 00:07:55,000 Mate, it blows my mind right. 148 00:07:55,000 --> 00:07:57,000 And it's the biggest thing that annoys me the most. 149 00:07:57,000 --> 00:08:02,000 See if I'm on the phone to somebody and they say, I don't want contacted. 150 00:08:02,000 --> 00:08:04,000 Why do I get into trouble? 151 00:08:04,000 --> 00:08:06,000 I'm putting no contact. 152 00:08:06,000 --> 00:08:08,000 But none. 153 00:08:08,000 --> 00:08:11,000 You didn't discuss it enough, what actually good it does mean good. 154 00:08:11,000 --> 00:08:15,000 That's it. That last week, you get it? It's like, can I email you? No. 155 00:08:18,000 --> 00:08:21,000 Can I contact you about anything? No. 156 00:08:21,000 --> 00:08:24,000 How else do you answer that question? 157 00:08:24,000 --> 00:08:27,000 I think most exercise. 158 00:08:27,000 --> 00:08:30,000 And by the way, the cause of the call, it's not where you can go. 159 00:08:30,000 --> 00:08:33,000 He's saying no, but he didn't mean it. 160 00:08:33,000 --> 00:08:35,000 It's not that they don't actually check it because he's bloody dead. 161 00:08:35,000 --> 00:08:37,000 Which is just annoying. 162 00:08:37,000 --> 00:08:40,000 I know. And it says, when he comes through and he's like, 163 00:08:40,000 --> 00:08:43,000 10% of people are email. 164 00:08:43,000 --> 00:08:46,000 It's like, okay, so what do you want me to do? 165 00:08:46,000 --> 00:08:49,000 Hold him at ransom so I can send him an email that I'll never have emailed him. 166 00:08:49,000 --> 00:08:52,000 It's simply just for marketing only. 167 00:08:52,000 --> 00:08:54,000 Close your mouth. 168 00:08:54,000 --> 00:08:56,000 Anyway, we're coming back. 169 00:08:56,000 --> 00:08:58,000 We'll move on. 170 00:08:58,000 --> 00:09:01,000 When I looked at our retailer, it was named after a masala. 171 00:09:01,000 --> 00:09:03,000 They had like... 172 00:09:03,000 --> 00:09:06,000 Just as I would do without my... 173 00:09:06,000 --> 00:09:11,000 What the fuck? 174 00:09:18,000 --> 00:09:21,000 I'm gonna beat you in the brain down with a moustache. 175 00:09:27,000 --> 00:09:29,000 We got it. 176 00:09:29,000 --> 00:09:34,000 Can we take a guess? 177 00:09:37,000 --> 00:09:40,000 Man, I'm not good for... 178 00:09:44,000 --> 00:09:47,000 Anyway, what I was going to say is like, 179 00:09:47,000 --> 00:09:50,000 when it first came out, they had like realistic targets for it. 180 00:09:50,000 --> 00:09:53,000 It was like 40% of people, well, this is how they were going to be contacted. 181 00:09:53,000 --> 00:09:56,000 Realistically, that's what the national average is. 182 00:09:56,000 --> 00:09:59,000 And it's got to be there and there about... 183 00:09:59,000 --> 00:10:01,000 That means you're asking the questions. 184 00:10:01,000 --> 00:10:03,000 If you know, then obviously you're under or whatever. 185 00:10:03,000 --> 00:10:06,000 But that's realistically, that's like, this is the national average of what people are saying. 186 00:10:06,000 --> 00:10:08,000 And that makes sense and I can't mobile track. 187 00:10:08,000 --> 00:10:11,000 Because it's worse than if you're not asking the questions then you get... 188 00:10:11,000 --> 00:10:13,000 Yeah. 189 00:10:13,000 --> 00:10:16,000 That was it. That's all I was going to say. 190 00:10:18,000 --> 00:10:21,000 Same thing with that metal one. 191 00:10:21,000 --> 00:10:26,000 To be fair, I'm glad you did this back for that. 192 00:10:27,000 --> 00:10:30,000 I need to find out who it was. 193 00:10:30,000 --> 00:10:32,000 Oh, I almost said that. 194 00:10:32,000 --> 00:10:34,000 That was just... 195 00:10:34,000 --> 00:10:36,000 That is it. 196 00:10:38,000 --> 00:10:44,000 So, where I was going was obviously one of the next parts that we do is our objection handling. 197 00:10:44,000 --> 00:10:48,000 And this is, I think it's a bit of fun for us. 198 00:10:48,000 --> 00:10:50,000 Yeah, definitely. 199 00:10:50,000 --> 00:10:55,000 So, we also have played the game using objection handling on the telephone. 200 00:10:55,000 --> 00:10:57,000 Absolutely. 201 00:10:57,000 --> 00:11:01,000 So, we use a thing called the nine square grid. 202 00:11:01,000 --> 00:11:03,000 You're all familiar? 203 00:11:03,000 --> 00:11:05,000 No. 204 00:11:05,000 --> 00:11:07,000 I'm not that good enough. 205 00:11:07,000 --> 00:11:09,000 You don't have to give me the eyes like don't ask me. 206 00:11:09,000 --> 00:11:11,000 They've already got the motor man. 207 00:11:11,000 --> 00:11:14,000 I'm still with Miss Alice. 208 00:11:14,000 --> 00:11:23,000 So, the nine square grid is your surefire way to be able to handle any objection using a variant of... 209 00:11:23,000 --> 00:11:25,000 Positive replies. 210 00:11:25,000 --> 00:11:27,000 That's it. So, there's nine... 211 00:11:27,000 --> 00:11:30,000 Like, it's a grid and there's... 212 00:11:30,000 --> 00:11:32,000 Yeah, I'm familiar with the nine square grid. 213 00:11:32,000 --> 00:11:34,000 Right, great. 214 00:11:34,000 --> 00:11:36,000 That's a great stuff. 215 00:11:36,000 --> 00:11:38,000 Nine boxes. 216 00:11:38,000 --> 00:11:40,000 So, you get no problem. 217 00:11:40,000 --> 00:11:43,000 Be happy to. I understand. 218 00:11:43,000 --> 00:11:45,000 I'm confident. 219 00:11:45,000 --> 00:11:47,000 Please allow me. 220 00:11:47,000 --> 00:11:49,000 And it's the easiest part of my job. 221 00:11:49,000 --> 00:11:53,000 And then, Thomas' part, looking at it, is a... 222 00:11:53,000 --> 00:11:55,000 Wouldn't expect you to. 223 00:11:55,000 --> 00:11:57,000 Would you do me a favour? 224 00:11:57,000 --> 00:11:59,000 And please tell me no. 225 00:12:01,000 --> 00:12:06,000 So, the idea is that whenever

somebody throws up any objection, you're meant to start with, 226 00:12:06,000 --> 00:12:09,000 no problem, I'd be happy to resolve this for you. 227 00:12:09,000 --> 00:12:12,000 I understand it's important to you. 228 00:12:12,000 --> 00:12:17,000 Basically, you're just using all your buzzwords to pick them in the frame of mind to basically tell them no. 229 00:12:17,000 --> 00:12:19,000 Yeah, yeah, yeah. 230 00:12:19,000 --> 00:12:21,000 That's might go somewhere. Might go somewhere. 231 00:12:21,000 --> 00:12:22,000 No. 232 00:12:22,000 --> 00:12:23,000 Jazzy hands and all. 233 00:12:23,000 --> 00:12:29,000 Absolutely. So, what usual objections do we get then in our trade? 234 00:12:29,000 --> 00:12:31,000 To expensive. 235 00:12:31,000 --> 00:12:35,000 Always. Now, what's too expensive? Our car and everything that goes where? 236 00:12:35,000 --> 00:12:36,000 Yeah. 237 00:12:36,000 --> 00:12:38,000 The government. 238 00:12:38,000 --> 00:12:39,000 Road tax. 239 00:12:39,000 --> 00:12:41,000 The lot, fuel. Doesn't matter. 240 00:12:41,000 --> 00:12:46,000 So, this is how you're meant to obviously handle them. 241 00:12:46,000 --> 00:12:51,000 And it never works. You never use it. You're meant to use it and you just basically do it. 242 00:12:51,000 --> 00:12:55,000 In all fairness, I do use it, but not as the full grid. 243 00:12:55,000 --> 00:12:58,000 I will use snippets of the grid. 244 00:12:58,000 --> 00:13:04,000 So, like, see if I feel like a customer's in, and he's been a bit of a dick, 245 00:13:04,000 --> 00:13:07,000 like, just plain and simple, just been a bit of a dick. 246 00:13:07,000 --> 00:13:12,000 See if you don't want this guy, just tell me no. Just tell me the new, no. 247 00:13:12,000 --> 00:13:14,000 Aye, to be fair, that's odd. 248 00:13:14,000 --> 00:13:16,000 And then they go, no. 249 00:13:16,000 --> 00:13:18,000 Then you go, fuck off then. 250 00:13:18,000 --> 00:13:20,000 Shit. 251 00:13:20,000 --> 00:13:23,000 That is the number you're expecting that to go with. 252 00:13:23,000 --> 00:13:28,000 I've walked my way, it's a £140 pound, I'm not gonna do all that. 253 00:13:28,000 --> 00:13:33,000 One of my old bangers used to say, don't see people as people, just walk in her about notes. 254 00:13:33,000 --> 00:13:38,000 I'm not gonna get that. I'm not gonna get that. 255 00:13:38,000 --> 00:13:41,000 Is that the salafi? 256 00:13:41,000 --> 00:13:44,000 What the hell? 257 00:13:44,000 --> 00:13:51,000 That is one of the good mentalities to have a real job, is try to keep yourself G-dots. 258 00:13:51,000 --> 00:13:58,000 So, see that. See, don't see a person as a person, see a person as money, then you'll be there. 259 00:13:58,000 --> 00:13:59,000 That's what they try and say. 260 00:13:59,000 --> 00:14:02,000 Aye, I mean, I get the logic behind it, but it's... 261 00:14:02,000 --> 00:14:04,000 Aye, I mean, you see, money motivates some people on it. 262 00:14:04,000 --> 00:14:06,000 Aye, that's it, absolutely. 263 00:14:06,000 --> 00:14:11,000 So, we obviously get quite a few kind of different objections. 264 00:14:11,000 --> 00:14:18,000 Usually it is a calc-sensitive, yeah, so that's fine for us, because we can literally turn around and say, 265 00:14:18,000 --> 00:14:23,000 no, we're not gonna do anything, and then no doubt someone will happen. 266 00:14:23,000 --> 00:14:28,000 No, it's even better when you go, oh, you want a discount, the price actually goes up when you buy it, so... 267 00:14:28,000 --> 00:14:30,000 Wall. 268 00:14:30,000 --> 00:14:32,000 It quite literally does. 269 00:14:32,000 --> 00:14:36,000 It quite literally does, what? 270 00:14:36,000 --> 00:14:41,000 He's about after like, after Sunday's bought a car, and the price goes up or down, like, because again, 271 00:14:41,000 --> 00:14:44,000 the good thing we have is like, it's like pricing every day, oh, that's the big other thing. 272 00:14:44,000 --> 00:14:45,000 Yeah. 273 00:14:45,000 --> 00:14:50,000 We don't discount because of that, and it's in creating, and it is good, because it does mean it's reflective of the market. 274 00:14:50,000 --> 00:14:54,000 It is good, that. It gives us something as real, like, I bet I confidently say, 275 00:14:54,000 --> 00:14:59,000 because they are checked and we know that they are pretty much, like, really good price-wise, 276 00:14:59,000 --> 00:15:02,000 so they are, so, absolutely. 277 00:15:02,000 --> 00:15:03,000 Yeah. 278 00:15:03,000 --> 00:15:07,000 And it's like, you see, when somebody does that, they're like, okay, brilliant, you've just bought this car, 279 00:15:07,000 --> 00:15:11,000 and the last thing they're expecting is like, yeah, maybe that's more than just when I buy a car. 280 00:15:11,000 --> 00:15:14,000 So, when you've won a back-up, it's an awkward call with a live pricing, 281 00:15:14,000 --> 00:15:19,000 or made out if it goes down in price, the manager's like, what price did you sell it to them at? 282 00:15:19,000 --> 00:15:21,000 What did you see that happen? 283 00:15:21,000 --> 00:15:22,000 What did you see that happen? 284 00:15:22,000 --> 00:15:24,000 What does the market put it back up? 285 00:15:24,000 --> 00:15:25,000 Oh, mate, I had one. 286 00:15:25,000 --> 00:15:27,000 Got a bit something against the deal. 287 00:15:27,000 --> 00:15:32,000 I had a guy in to see one of your biggest cars, so the credit was a quite considerable amount of money. 288 00:15:32,000 --> 00:15:38,000 And he came in to see it, and overnight it had been up, £500. 289 00:15:38,000 --> 00:15:39,000 Yep. 290 00:15:39,000 --> 00:15:43,000 And then he came in and he was like, look, I see it online at this price, 291 00:15:43,000 --> 00:15:47,000 I'll buy it at this price, I'll buy it right now at this price, 292 00:15:47,000 --> 00:15:51,000 but obviously with the company, the other way we do our pricing, it's no changeable. 293 00:15:51,000 --> 00:15:52,000 Yep. 294 00:15:52,000 --> 00:15:53,000 So he had to walk. 295

00:15:53,000 --> 00:15:54,000 Right. 296 00:15:54,000 --> 00:15:58,000 Because of a stupid amount of money for £500. 297 00:15:58,000 --> 00:15:59,000 And that's... 298 00:15:59,000 --> 00:16:00,000 Main blown. 299 00:16:00,000 --> 00:16:04,000 Right, and that's where you'd like somebody to put their sensible hat on and go, 300 00:16:04,000 --> 00:16:07,000 this is a real person who actually just wants to buy a car, 301 00:16:07,000 --> 00:16:12,000 they've seen at that price, and it's not unfair to consubbinate to say it's a pricey car, 302 00:16:12,000 --> 00:16:14,000 it's less than 1%. 303 00:16:14,000 --> 00:16:15,000 Right. 304 00:16:15,000 --> 00:16:18,000 And reasonably, all you're going to say to him is that is the easiest part of my job. 305 00:16:18,000 --> 00:16:25,000 I'll see you the next time. 306 00:16:25,000 --> 00:16:28,000 I'm confident that we'll be selling you at this price. 307 00:16:28,000 --> 00:16:31,000 And if they don't get you the right price, I wouldn't expect you to take it. 308 00:16:31,000 --> 00:16:32,000 Do me a favour. 309 00:16:32,000 --> 00:16:34,000 And please tell me no. 310 00:16:34,000 --> 00:16:40,000 You know, there's nothing made a funnier than we've done that in the office, 311 00:16:40,000 --> 00:16:41,000 than the phone calls. 312 00:16:41,000 --> 00:16:44,000 So, aye aye, sorry, like, you must have been a nasty... 313 00:16:44,000 --> 00:16:49,000 Do you think the day we'd done it, we'd let the phone or mate, the laugh we had was fantastic? 314 00:16:49,000 --> 00:16:51,000 Because you're on your phone and you're going, 315 00:16:51,000 --> 00:16:52,000 Bingo! 316 00:16:52,000 --> 00:16:54,000 Then clicking the phone back on. 317 00:16:54,000 --> 00:16:55,000 Definitely must have. 318 00:16:55,000 --> 00:16:58,000 So, me and Peele, we played 9 Square Grid Bingo, 319 00:16:58,000 --> 00:17:00,000 and it was just... 320 00:17:00,000 --> 00:17:01,000 That's the ball. 321 00:17:01,000 --> 00:17:05,000 Look, you try and say that, 9 Square Grid Bingo. 322 00:17:05,000 --> 00:17:12,000 But we're on the phone, we're trying to get through them all, 323 00:17:12,000 --> 00:17:16,000 and I managed to get through at least a couple, I think to be fair, 324 00:17:16,000 --> 00:17:20,000 but it's just, like, the customers on the other end does have a clue. 325 00:17:20,000 --> 00:17:24,000 And they're like, that young boy's really nice. 326 00:17:24,000 --> 00:17:29,000 Well, young unit going, eh, they're leaving everyone. 327 00:17:29,000 --> 00:17:32,000 The customer's probably doing the same, 328 00:17:32,000 --> 00:17:38,000 going through a countdown and saying, eh, yes, he does. 329 00:17:38,000 --> 00:17:42,000 So, obviously, like, moving on then, after our objection handling, 330 00:17:42,000 --> 00:17:46,000 assuming we managed to do that successfully without any interference, 331 00:17:46,000 --> 00:17:48,000 which isn't a guarantee to be fair. 332 00:17:48,000 --> 00:17:49,000 Nope. 333 00:17:49,000 -->

00:17:52,000 And, seeing as we've obviously covered paperwork, 334 00:17:52,000 --> 00:17:54,000 we're onto your handover. 335 00:17:54,000 --> 00:17:58,000 Now, to be fair, handover's probably the most fun part. 336 00:17:58,000 --> 00:18:02,000 But not just for a customer, but for us as well. 337 00:18:02,000 --> 00:18:05,000 Aye, because if we've got a long day, we can go right. 338 00:18:05,000 --> 00:18:07,000 We're not leaving for the next 45 minutes, 339 00:18:07,000 --> 00:18:09,000 because I'm going to show them I've been boating this thing. 340 00:18:09,000 --> 00:18:13,000 No, but I was thinking that at all. 341 00:18:13,000 --> 00:18:16,000 I was like, it gets my day by, sometimes I'm looking great. 342 00:18:16,000 --> 00:18:17,000 Of course, listen, that's it. 343 00:18:17,000 --> 00:18:21,000 Like, for next quiet, if you've got handovers, then the hell. 344 00:18:21,000 --> 00:18:25,000 But for me, actually, like, I would say it's the best part today. 345 00:18:25,000 --> 00:18:26,000 Oh, aye. 346 00:18:26,000 --> 00:18:28,000 It's easy part of the day, because I wasn't coming through. 347 00:18:28,000 --> 00:18:29,000 Aye, of course. 348 00:18:29,000 --> 00:18:31,000 Aye, but it's this, I mean, like, you live through it. 349 00:18:31,000 --> 00:18:33,000 People are, like, the genuine enjoyment and excitement. 350 00:18:33,000 --> 00:18:35,000 Somebody to get there, if it's a brand new car, 351 00:18:35,000 --> 00:18:37,000 they'll pick up your brand new car, it's showroom. 352 00:18:37,000 --> 00:18:40,000 They're buzzing, you're buzzing, and it's all good times. 353 00:18:40,000 --> 00:18:42,000 And then it's no more about it. 354 00:18:42,000 --> 00:18:44,000 Don't go in the bathroom. 355 00:18:44,000 --> 00:18:47,000 It's white, but it's something that's brim. 356 00:18:47,000 --> 00:18:50,000 I've got a different colour than Tyrion. 357 00:18:50,000 --> 00:18:52,000 Straight off my tongue, mate. 358 00:18:52,000 --> 00:18:55,000 Straight off my tongue, man. 359 00:18:57,000 --> 00:19:01,000 So, just for some context in that, 360 00:19:01,000 --> 00:19:07,000 I managed to order a car, and usually come with a lovely kind of dark black, 361 00:19:07,000 --> 00:19:12,000 kind of nice trim on it, and I ordered one in the sage. 362 00:19:12,000 --> 00:19:15,000 And then kind of greeny blue, kind of colour. 363 00:19:15,000 --> 00:19:17,000 Like it's Grand's ass straight. 364 00:19:19,000 --> 00:19:20,000 Yep. 365 00:19:20,000 --> 00:19:24,000 So, needless to say, that went like a lead balloon that day. 366 00:19:24,000 --> 00:19:26,000 How much handover did that do? 367 00:19:26,000 --> 00:19:27,000 No, no, no. 368 00:19:27,000 --> 00:19:31,000 I'm looking forward to that, but you know, these things happen if it were... 369 00:19:35,000 --> 00:19:38,000 I don't need exact team things like a wave it. 370 00:19:38,000 --> 00:19:43,000 My customer was like, oh my god, I love this, oh my god, you're blind. 371 00:19:43,000 --> 00:19:48,000 And Ron, man, I was absolutely wrong, I'm going, it's lovely, but... 372 00:19:48,000 --> 00:19:52,000 Obviously, I put my arm up and also made the same mistake, 373 00:19:52,000 --> 00:19:54,000 and luckily I loved it. 374 00:19:54,000 --> 00:19:55,000 Did you get a wave it? 375 00:19:55,000 --> 00:20:00,000 But it's so easy, done like, you think, how the hell can you order a car with a rang interior, 376 00:20:00,000 --> 00:20:06,000 but you look at who's in the car every month in like three or four of the different car interiors. 377 00:20:06,000 --> 00:20:08,000 So, it's an easy mistake to make. 378 00:20:08,000 --> 00:20:09,000 It really is. 379 00:20:09,000 --> 00:20:12,000 It's a lazy mistake to make, because it is simply just no scrolling down, 380 00:20:12,000 --> 00:20:15,000 but we all do it because you don't expect it. 381 00:20:15,000 --> 00:20:16,000 No, definitely not. 382 00:20:16,000 --> 00:20:19,000 Because you literally just look at what you can see to do the order, 383 00:20:19,000 --> 00:20:22,000 and you go, boom, grab a car, done, done, done, done, done, 384 00:20:22,000 --> 00:20:26,000 and then you get to the end of it and your car turns up and you're like, shit. 385 00:20:26,000 --> 00:20:29,000 Shit, you're running back, running back to the system in general. 386 00:20:29,000 --> 00:20:31,000 No, I've no done that. 387 00:20:31,000 --> 00:20:32,000 Fuck, I've done that. 388 00:20:32,000 --> 00:20:35,000 I don't remember when I was off in holiday, 389 00:20:35,000 --> 00:20:38,000 and one of my customers decided to reorder a car, 390 00:20:38,000 --> 00:20:42,000 and you ordered it, and then they tell me that then I was expecting this, 391 00:20:42,000 --> 00:20:45,000 at one of the different coloured interiors, 392 00:20:45,000 --> 00:20:51,000 and I saw it and I was like, oh fuck no, again, again, look, check it out, 393 00:20:51,000 --> 00:20:54,000 this guy must actually know. 394 00:20:54,000 --> 00:21:00,000 And then he comes out and he's like, it's really, really nice, and I'm like, fantastic, 395 00:21:00,000 --> 00:21:04,000 glad you're happy with it, and the day after, I'm glad he's happy with it, 396 00:21:04,000 --> 00:21:06,000 it makes my life a whole fucking lot easier. 397 00:21:06,000 --> 00:21:09,000 Don't get me wrong, it is rotten. 398 00:21:09,000 --> 00:21:14,000 When we say this, it's like, very little like it, everybody else hates it. 399 00:21:14,000 --> 00:21:16,000 Right, wouldn't it be my money? 400 00:21:16,000 --> 00:21:17,000 No, wouldn't it be my money? 401 00:21:17,000 --> 00:21:19,000 No, definitely not. 402 00:21:19,000 --> 00:21:20,000 For no extra? 403 00:21:20,000 --> 00:21:21,000 Well, that is... 404 00:21:21,000 --> 00:21:23,000 For no extra, but... 405 00:21:23,000 --> 00:21:26,000 To be fair, mis-manufacturers, I've worked for that as an extra. 406 00:21:26,000 --> 00:21:27,000 Why was it? 407 00:21:27,000 --> 00:21:32,000 Mostly I, definitely, but I'd still rather

just have the standard one. 408 00:21:32,000 --> 00:21:33,000 Yeah, it's much nicer. 409 00:21:33,000 --> 00:21:34,000 Oh, definitely. 410 00:21:34,000 --> 00:21:38,000 But in terms of some good and bad handovers, 411 00:21:38,000 --> 00:21:45,000 give me a good handover, because I think sometimes already it starts to sound that we don't like customers, 412 00:21:45,000 --> 00:21:51,000 which I think we obviously, you said in the last episode, we do, we really like customers, 413 00:21:51,000 --> 00:21:54,000 and we'll see when you get a nice customer and everything goes great, 414 00:21:54,000 --> 00:21:58,000 and you see them drive away in their car, it's a really good feeling, isn't it? 415 00:21:58,000 --> 00:21:59,000 Oh, that's pretty nice. 416 00:21:59,000 --> 00:22:03,000 100%. And it's like, we're the kind of... 417 00:22:03,000 --> 00:22:05,000 I don't want that to happen. 418 00:22:05,000 --> 00:22:08,000 Spare that, you're like... 419 00:22:08,000 --> 00:22:10,000 100% not the kind of... 420 00:22:10,000 --> 00:22:16,000 With the kind of place and the people that we deal with, it can be very good. 421 00:22:16,000 --> 00:22:24,000 So, add a great handover, sold the car, customers really like me, really like the car, took the car away. 422 00:22:24,000 --> 00:22:30,000 I've never had to have customers happier about it, like the way they looked at it when I pulled the cover off, 423 00:22:30,000 --> 00:22:33,000 they were absolutely buzzing, and then they'd go last night, 424 00:22:33,000 --> 00:22:42,000 myself and my partner, we were away for dinner at the restaurant, ended up all free of charge, like, full booze. 425 00:22:42,000 --> 00:22:46,000 Do you know what I mean? Like, took us out, and we didn't even know it was going to be free, 426 00:22:46,000 --> 00:22:52,000 we were actually there just as a dinner to show my appreciation of them buying the car off me, 427 00:22:52,000 --> 00:22:57,000 and then it turned out that the three-figure bill was null and void, 428 00:22:57,000 --> 00:23:01,000 and I promised you the new, we get treated like right away, and I'm no joking, 429 00:23:01,000 --> 00:23:06,000 it was like, everything was quick and easy, and don't get me wrong, but it was a wee bit embarrassed, 430 00:23:06,000 --> 00:23:11,000 because obviously you get in, you're alone in the check-in area, but they know exactly who you're coming in, 431 00:23:11,000 --> 00:23:14,000 and they know exactly who you are, and do you know what I mean? 432 00:23:14,000 --> 00:23:19,000 And everybody's like squashed into like a wee table, but then you look up in the corner, 433 00:23:19,000 --> 00:23:25,000 and there's me and Emma just sitting at this huge big comfy, like quite the prestige bit of it, 434 00:23:25,000 --> 00:23:29,000 and I was like, this is great, so the customer experience for me has been excellent, 435 00:23:29,000 --> 00:23:35,000 because it follows through away from work, and that's the back that I like about it. 436 00:23:35,000 --> 00:23:43,000 Definitely, I've had a customer for years, bought a lot of cars off me, 437 00:23:43,000 --> 00:23:52,000 and very much a case of one-a-lake in our customers, not the brand that we were at, but previous brand, 438 00:23:52,000 --> 00:24:00,000 and a new model came out, and I thought, we're shy, a target, one or two here, 439 00:24:00,000 --> 00:24:04,000 if I could phone somebody and get somebody a deal, I'm going to phone them, 440 00:24:04,000 --> 00:24:09,000 phone this guy that buys a lot of cars, and he actually answered the phone and went, 441 00:24:09,000 --> 00:24:17,000 hello, I was just about to phone you, and I'm like, well, do you know what, I'm glad I beat you to it, 442 00:24:17,000 --> 00:24:24,000 and he's like, tell me, is it about this new model, and I was like, it is, and I need a deal, 443 00:24:24,000 --> 00:24:27,000 and he's like, right, I'll come and see you then, eh? 444 00:24:27,000 --> 00:24:28,000 Straight down. 445 00:24:28,000 --> 00:24:30,000 That's it, bomb straight in, go, ordered, done. 446 00:24:30,000 --> 00:24:32,000 Straight down, twizzles done, done. 447 00:24:32,000 --> 00:24:35,000 No, but I mean, there's one of the customers that... 448 00:24:35,000 --> 00:24:38,000 How bad's he, this new boy? 449 00:24:38,000 --> 00:24:43,000 It wasn't the customer's twizzles, it was Bobby's twizzles. 450 00:24:43,000 --> 00:24:48,000 He's really taking for a test ride. 451 00:24:48,000 --> 00:24:53,000 But that's where it's really good, because you can, like, you can get that repeat business, 452 00:24:53,000 --> 00:24:58,000 like you meet people out and about, and they'll stop you, and oh, hello, how you getting on, 453 00:24:58,000 --> 00:25:01,000 and stuff like that, brilliant, what about you, Tom? 454 00:25:01,000 --> 00:25:06,000 It's just a lot simpler, like, even, I think it was as soon as, maybe about a month and a half ago, 455 00:25:06,000 --> 00:25:11,000 two months ago, I see, like, a really sensible assay, but same age as us, 456 00:25:11,000 --> 00:25:15,000 like, had a head switch though, and she was a manager, a manager, I used to sit at a hotel and stuff, 457 00:25:15,000 --> 00:25:19,000 and was just really, really nice and engaging, and wasn't as sure what she wanted, 458 00:25:19,000 --> 00:25:24,000 but wanted a good car, and a previous car was a Corsa, or the one she traded into us, 459 00:25:24,000 --> 00:25:28,000 so it was a bit of a step up for her, she got caught up in it, and she's looking for something a bit more adult, 460 00:25:28,000 --> 00:25:31,000 so, fear of get go, she's engaged, she's buzzing, and we're excited, 461 00:25:31,000 --> 00:25:35,000 and we're like, ah, it's a bit of a faper, it's all going to work out, and it all worked out great for her, 462 00:25:35,000 --> 00:25:40,000 and they had, so we've got a good deal on the back, actually, a good price for her, and the deal just worked out really well. 463 00:25:40,000 --> 00:25:45,000 And then

she came and collected it, we had one on da, caught her zone, it's gleaming, she loves it, 464 00:25:45,000 --> 00:25:51,000 photos with her, da, she's so grateful, and it was, it just came in a really, really shite day for me as well, 465 00:25:51,000 --> 00:25:54,000 so it was just what I needed, just to, to pick you up, I thought, ah, that's good. 466 00:25:54,000 --> 00:25:58,000 I just did take you away from it, and you're like, ah, brilliant, so that was it, 467 00:25:58,000 --> 00:26:01,000 just generally, just hard buzzing, but it just made me just so buzzing. 468 00:26:01,000 --> 00:26:03,000 What's a bad handle? 469 00:26:03,000 --> 00:26:08,000 Well, to be fair, I think I would use you as an example of some bad tango, 470 00:26:08,000 --> 00:26:14,000 because, I mean, even recently, no, no, no, no, no, no. 471 00:26:14,000 --> 00:26:20,000 Well, because you're worse for it than anybody I've seen. 472 00:26:20,000 --> 00:26:21,000 You're renowned. 473 00:26:21,000 --> 00:26:22,000 Aye. 474 00:26:22,000 --> 00:26:33,000 Like, Tam, I sometimes think he can be guilty, I think it's rare that I'm guilty, but you, I mean, it's hit the mass. 475 00:26:33,000 --> 00:26:36,000 I don't even know, I thought about you as well. 476 00:26:36,000 --> 00:26:45,000 How many times have you had cars, none the system, no cleaned, and you're having to run about last thing, chasing yourself? 477 00:26:45,000 --> 00:26:49,000 I might run about last thing, chasing myself, but all you need to know is the job's done. 478 00:26:49,000 --> 00:26:53,000 I don't disagree with you, but is it a good handover for you? 479 00:26:53,000 --> 00:26:56,000 The handover's fine, but it's a run-up. 480 00:26:56,000 --> 00:26:59,000 We've already been matched up, we've already recovered us, that Robert. 481 00:26:59,000 --> 00:27:02,000 I guess the handover is at one of those things that... 482 00:27:02,000 --> 00:27:08,000 It's not getting so open with my face going, I've got no wash, that's a promise. 483 00:27:08,000 --> 00:27:10,000 Different than soap. 484 00:27:12,000 --> 00:27:14,000 White mubba. 485 00:27:15,000 --> 00:27:17,000 That's on the back. 486 00:27:19,000 --> 00:27:20,000 The only thing... 487 00:27:20,000 --> 00:27:22,000 I've got a cigarette. 488 00:27:22,000 --> 00:27:32,000 The only thing I would think is a bad handover where we are is the folk that don't care. 489 00:27:32,000 --> 00:27:34,000 See, the customers that don't care. 490 00:27:34,000 --> 00:27:42,000 So you do everything for the experience, you get everything right, the motor's gleaming, you get the cover on it, you get their name on this stand, 491 00:27:42,000 --> 00:27:47,000 so they're really buzzing for it, and the guy walks in and he goes, why is it under the cover? 492 00:27:47,000 --> 00:27:51,000 I actually don't care, mate, it's my third car, and you're like, what? 493 00:27:51,000 --> 00:27:53,000 You go to all that effort. 494 00:27:53,000 --> 00:27:59,000 You go to everything to make the experience great, and they couldn't have made any fanciful for it. 495 00:27:59,000 --> 00:28:03,000 I hate that, just tell me where to sign and let me leave. 496 00:28:03,000 --> 00:28:05,000 Do you want me to show me through it? 497 00:28:05,000 --> 00:28:06,000 No. 498 00:28:06,000 --> 00:28:10,000 You're like, there's a best crayon tall in there, and it doesn't even go in the fridge. 499 00:28:10,000 --> 00:28:12,000 That's just it. 500 00:28:12,000 --> 00:28:21,000 On the flip side, which is the worst handover, whether it's been the customer or the car or just stuff. 501 00:28:21,000 --> 00:28:31,000 I mean, obviously, I had a guy that travelled and didn't even take the car, but that's not even my worst handover. 502 00:28:31,000 --> 00:28:38,000 I think personally, my worst has been a similar story, a guy came up for Birmingham and sent videos and everything, 503 00:28:38,000 --> 00:28:42,000 so everything's teed up, and then the same thing arrives. 504 00:28:42,000 --> 00:28:46,000 If somebody's doing a distance sale, you do your best to pinpoint it every bit of something. 505 00:28:46,000 --> 00:28:48,000 You've got to be a stone-chick. 506 00:28:48,000 --> 00:28:54,000 You're really critical here, because you know what's going to happen is if they come up and they see something that you've no covered. 507 00:28:54,000 --> 00:28:58,000 They've only one first four-year-old motor for the front end paint. 508 00:28:58,000 --> 00:29:02,000 Once they found out what he was asking for, he came up and I was like, this is everything mate. 509 00:29:02,000 --> 00:29:08,000 I was like, I'm going to do a 18-plate with a 100,000 mile on it. 510 00:29:08,000 --> 00:29:14,000 This is it, and then we ended up replacing the rubber bit because it had been caught in the pressure washer. 511 00:29:14,000 --> 00:29:17,000 We've had that before, some of these pressure washers are too close. 512 00:29:17,000 --> 00:29:19,000 It ended up touching up. 513 00:29:19,000 --> 00:29:21,000 It gets in it because it's fairly happily. 514 00:29:21,000 --> 00:29:24,000 If it's meant to say that a Buffy ML comes on, you're like, oh my god. 515 00:29:24,000 --> 00:29:27,000 And you're just pulling your hair out, thinking this motor's just no leaving. 516 00:29:27,000 --> 00:29:29,000 And there's nothing new to them about it. 517 00:29:29,000 --> 00:29:36,000 At that point, I'm like, I'm going to put on these wee fires as you go. 518 00:29:36,000 --> 00:29:40,000 And that's it. You're in for the ride. 519 00:29:40,000 --> 00:29:45,000 It is. You get through it, like touch wood, like sometimes you get through it, sometimes you deal with it. 520 00:29:45,000 --> 00:29:48,000 There's got to be a point where you just go, hey, I'm done. 521 00:29:48,000 --> 00:29:52,000 Luckily, at that time, I just managed to get it sorted. 522 00:29:52,000 --> 00:29:55,000 We went out of the driveway and made sure it was happy and it did come back on and it was all okay. 523

00:29:55,000 --> 00:30:00,000 And it ended up, but it never feels like that at the time. You're like, Paul, you're actually just here riding me. 524 00:30:00,000 --> 00:30:02,000 You got to ask me. 525 00:30:02,000 --> 00:30:03,000 Yeah. 526 00:30:03,000 --> 00:30:05,000 What about yours? Whose first? 527 00:30:05,000 --> 00:30:06,000 Will be. 528 00:30:06,000 --> 00:30:08,000 Mine's is a non-contest. 529 00:30:08,000 --> 00:30:14,000 So this would have been probably now seven or eight years ago. 530 00:30:14,000 --> 00:30:16,000 Brand new car. 531 00:30:16,000 --> 00:30:21,000 A decent brand and was in the showroom. 532 00:30:21,000 --> 00:30:25,000 So have done everything brand new car for this customer. 533 00:30:25,000 --> 00:30:27,000 And they showed up. 534 00:30:27,000 --> 00:30:31,000 So I just threw all the paperwork because everything ready does the handover. 535 00:30:31,000 --> 00:30:33,000 This is a Saturday morning. 536 00:30:33,000 --> 00:30:36,000 Guys, really like families. Lovely. 537 00:30:36,000 --> 00:30:38,000 Just everything was done. 538 00:30:38,000 --> 00:30:40,000 The whole thing was done. 539 00:30:40,000 --> 00:30:46,000 And I've had the car in the showroom and I slid the door back and tell the guy, thanks very much. 540 00:30:46,000 --> 00:30:49,000 Love your new car. Hope you enjoy it. 541 00:30:49,000 --> 00:30:53,000 Put your foot in the break, press the start button and off you go. 542 00:30:53,000 --> 00:30:54,000 And he did. 543 00:30:54,000 --> 00:31:00,000 He put his foot in the break, press the start button and the ECU blew up in the car. 544 00:31:00,000 --> 00:31:02,000 I'm not. 545 00:31:02,000 --> 00:31:09,000 I mean, like, see when I say it blew up. 546 00:31:09,000 --> 00:31:15,000 Like, actually had to go, right, make this noise. 547 00:31:15,000 --> 00:31:19,000 And then the, like, so the cars are sitting in the showroom. 548 00:31:19,000 --> 00:31:21,000 Put it up your ass. 549 00:31:21,000 --> 00:31:25,000 Every single light in the dashboard zone, the cars are now starting. 550 00:31:25,000 --> 00:31:30,000 And then it starts just making noises like the indicators are randomly coming on. 551 00:31:30,000 --> 00:31:34,000 And then the alarm randomly makes a couple of beeps and then the horn goes. 552 00:31:34,000 --> 00:31:38,000 And then, like, the reverse light comes on. 553 00:31:38,000 --> 00:31:40,000 But it's no moving. Nothing's happening. 554 00:31:40,000 --> 00:31:43,000 And it's just, it's just fried. 555 00:31:43,000 --> 00:31:50,000 I had to send the guy away in his part exchange after I retaxed it. 556 00:31:50,000 --> 00:31:52,000 I done taxed his car and everything. 557 00:31:52,000 --> 00:31:54,000 The car was in the workshop for about six weeks. 558 00:31:54,000 --> 00:31:56,000 Still ended up taking it. 559 00:31:56,000 --> 00:31:58,000 Oh, you took it high. 560 00:31:58,000 --> 00:31:59,000 I mean, I would get it. 561 00:31:59,000 --> 00:32:00,000 No chance. 562 00:32:00,000 --> 00:32:01,000 No chance. 563 00:32:01,000 --> 00:32:02,000 100%. 564 00:32:02,000 --> 00:32:07,000 But, I mean, the car, like, brand new car taxed a whole shebang and the ECU goes, 565 00:32:07,000 --> 00:32:13,000 that is the worst, like, I've never actually wanted the grounders to open up and swallow me like that ever. 566 00:32:13,000 --> 00:32:17,000 And never have I sensed that I'll always remember it will haunt me. 567 00:32:17,000 --> 00:32:19,000 Yeah, no, definitely. 568 00:32:19,000 --> 00:32:22,000 I can imagine it, but, like, imagine, like, something like that happened to the other customer. 569 00:32:22,000 --> 00:32:24,000 And you see this guy just running away. 570 00:32:24,000 --> 00:32:27,000 He's like, what? 571 00:32:27,000 --> 00:32:29,000 They do a blast. 572 00:32:29,000 --> 00:32:33,000 He takes the tyre, flings it in the flail, and it... 573 00:32:33,000 --> 00:32:37,000 I still haven't had, like, how about this, my friend? 574 00:32:37,000 --> 00:32:39,000 It's a bit about how about it. 575 00:32:39,000 --> 00:32:41,000 Yep, I've had enough of this shrimp. 576 00:32:41,000 --> 00:32:44,000 Time out, I'm out. 577 00:32:44,000 --> 00:32:45,000 Oh, man. 578 00:32:45,000 --> 00:32:50,000 Well, my interest came the worst handover. 579 00:32:50,000 --> 00:32:55,000 It was a car of, again, high value. 580 00:32:55,000 --> 00:32:56,000 Comes in on the Monday. 581 00:32:56,000 --> 00:32:57,000 It was off the weekend. 582 00:32:57,000 --> 00:33:00,000 Come in on the Monday to do the handover with the customer. 583 00:33:00,000 --> 00:33:04,000 So through the process, the guy was the nicest guy ever. 584 00:33:04,000 --> 00:33:07,000 Right, him and his missies were lovely, really easy to deal with, 585 00:33:07,000 --> 00:33:11,000 as we keep saying, like, just really switched on, 586 00:33:11,000 --> 00:33:14,000 really know that our job needs to work at pace. 587 00:33:14,000 --> 00:33:16,000 So when we need anything to do everything, 588 00:33:16,000 --> 00:33:21,000 walks in on Monday morning and Sunday class the car on the Friday. 589 00:33:21,000 --> 00:33:22,000 Oh, God. 590 00:33:22,000 --> 00:33:25,000 Yeah, man, like, first side of it, brand new motor mate, 591 00:33:25,000 --> 00:33:28,000 and then it went through the full PDI stage process, 592 00:33:28,000 --> 00:33:32,000 plates, all that, in the showroom, fully ceramic coated. 593 00:33:32,000 --> 00:33:34,000 Boom, sitting there ready, 594 00:33:34,000 --> 00:33:37,000 full passenger side, back out of toss, got all the way round. 595 00:33:37,000 --> 00:33:43,000 But there must be so many, like, those kind of stories in our trade, 596 00:33:43,000 --> 00:33:44,000 like, just in general. 597 00:33:44,000 --> 00:33:47,000 Yeah, but usually they're fixed before the guy traps in the showroom. 598 00:33:47,000 --> 00:33:48,000 So they collect it. 599 00:33:48,000 --> 00:33:50,000 We've seen it at the same time. 600 00:33:50,000 --> 00:33:52,000 I went up, went, how are we

doing, man? 601 00:33:52,000 --> 00:33:54,000 Ready to see your new car on the top Monday, he goes, 602 00:33:54,000 --> 00:33:55,000 what's that? 603 00:33:55,000 --> 00:33:56,000 And I was like, fuck. 604 00:33:56,000 --> 00:33:58,000 I think he's watching you, don't worry about it. 605 00:33:58,000 --> 00:34:01,000 Because you can pee in the mood and you're like, ah, yeah. 606 00:34:01,000 --> 00:34:03,000 But mate, like, we're not even joking right now. 607 00:34:03,000 --> 00:34:05,000 Aye, look at that. 608 00:34:05,000 --> 00:34:06,000 So somebody made an answer. 609 00:34:06,000 --> 00:34:08,000 Aye, like, you can feel that out straight away, 610 00:34:08,000 --> 00:34:10,000 but if you're laughing and joking like that, 611 00:34:10,000 --> 00:34:12,000 high-five and slapping him, then you're like, 612 00:34:12,000 --> 00:34:14,000 definitely mate, straight out. 613 00:34:14,000 --> 00:34:15,000 Do you know what I mean? 614 00:34:15,000 --> 00:34:17,000 The good handshake, like, how are we doing, man? 615 00:34:17,000 --> 00:34:19,000 Really good to see you turn round. 616 00:34:19,000 --> 00:34:21,000 Yeah, so Sunday's just passed you're absolutely 617 00:34:21,000 --> 00:34:24,000 fortunate about motor and no tell to you, mate. 618 00:34:24,000 --> 00:34:26,000 So I'm very sorry. 619 00:34:26,000 --> 00:34:27,000 Do you want to laugh? 620 00:34:27,000 --> 00:34:28,000 Still took it. 621 00:34:28,000 --> 00:34:29,000 Oh, no. 622 00:34:29,000 --> 00:34:30,000 Yeah, I thought that's it. 623 00:34:30,000 --> 00:34:33,000 Still took it and it's been in four times since. 624 00:34:33,000 --> 00:34:34,000 Oh, God. 625 00:34:34,000 --> 00:34:35,000 The same issue. 626 00:34:35,000 --> 00:34:36,000 No, the pain, no, the pain. 627 00:34:36,000 --> 00:34:39,000 It's getting a problem with the display in the car. 628 00:34:39,000 --> 00:34:40,000 Oh. 629 00:34:40,000 --> 00:34:41,000 And you're like, but do you know what I mean? 630 00:34:41,000 --> 00:34:43,000 Four times, it's taken four times and we're still 631 00:34:43,000 --> 00:34:44,000 can't fix the problem. 632 00:34:44,000 --> 00:34:47,000 And again, we just sit there, we are, we fire it. 633 00:34:47,000 --> 00:34:48,000 It's time we show that I'm running it. 634 00:34:48,000 --> 00:34:50,000 I'm running it, aye, yeah. 635 00:34:50,000 --> 00:34:52,000 We've blown it on. 636 00:34:52,000 --> 00:34:55,000 Try to spit in a fire, don't you think? 637 00:34:55,000 --> 00:34:56,000 Oh, mate. 638 00:34:56,000 --> 00:34:58,000 I'm sure everybody will spit it out. 639 00:35:01,000 --> 00:35:03,000 You have to get the really good handover, 640 00:35:03,000 --> 00:35:06,000 but I'm sure we can touch on that in the next episode, I'm sure. 641 00:35:06,000 --> 00:35:08,000 Yeah, I think so. 642 00:35:08,000 --> 00:35:10,000 So I think that pretty much covers the sales process 643 00:35:10,000 --> 00:35:13,000 other than what we're meant to do, which is prospecting. 644 00:35:13,000 --> 00:35:16,000

And, you know, we don't need to talk about the bone stuff, man. 645 00:35:16,000 --> 00:35:17,000 No, no, no. 646 00:35:17,000 --> 00:35:18,000 We'll not get into that. 647 00:35:18,000 --> 00:35:19,000 Definitely not. 648 00:35:19,000 --> 00:35:22,000 So that's pretty much everything this week. 649 00:35:22,000 --> 00:35:25,000 Next time on the sales floor, we're going to be covering 650 00:35:25,000 --> 00:35:28,000 finance applications and the Clino Richies. 651 00:35:28,000 --> 00:35:30,000 Clino Richies. 652 00:35:30,000 --> 00:35:33,000 But as well as we'll start off with good handovers, 653 00:35:33,000 --> 00:35:36,000 we'll set it off in a high and then we'll finish it even better. 654 00:35:36,000 --> 00:35:38,000 Felt like that. 655 00:35:38,000 --> 00:35:40,000 Can I finish that one last story? 656 00:35:40,000 --> 00:35:42,000 Just when I was talking about people crashing cars at showrooms, 657 00:35:42,000 --> 00:35:44,000 like, I think you were at f***ing time. 658 00:35:44,000 --> 00:35:46,000 One of the valves pulled down a service car 659 00:35:46,000 --> 00:35:49,000 and we've got a hull obviously in the way until a deal shift. 660 00:35:49,000 --> 00:35:52,000 Part of the top of the hull, never put the handbrake on. 661 00:35:52,000 --> 00:35:53,000 Nimbulous. 662 00:35:53,000 --> 00:35:55,000 And the car just went whoop, down the aisle. 663 00:35:55,000 --> 00:35:56,000 Did you do the river? 664 00:35:56,000 --> 00:35:59,000 And did a deal shift across the road and hit the lap list. 665 00:35:59,000 --> 00:36:03,000 I walked out into the sales office 666 00:36:03,000 --> 00:36:07,000 and I seized the ballot and walked away from the boat and went, 667 00:36:07,000 --> 00:36:09,000 and I seized the next motor. 668 00:36:09,000 --> 00:36:12,000 I just started creating writing and I'm walking and I'm going, 669 00:36:12,000 --> 00:36:16,000 turning, turning, turning over to that motor, turning, 670 00:36:16,000 --> 00:36:19,000 he never turned around mate, he just walked the door mate, 671 00:36:19,000 --> 00:36:22,000 straight into the showroom he went, doing this hill, 672 00:36:22,000 --> 00:36:25,000 so his motor went mate, nailed the innit, straight onto the road, 673 00:36:25,000 --> 00:36:27,000 bumps up in the tub, 674 00:36:27,000 --> 00:36:31,000 both straight into the lamp post mate, lamp post straight into the bushes. 675 00:36:31,000 --> 00:36:34,000 So then by the time everything's out, 676 00:36:34,000 --> 00:36:37,000 there's just this motor in the middle of the road smashed, 677 00:36:37,000 --> 00:36:40,000 literally smashed, getting lost his job. 678 00:36:40,000 --> 00:36:42,000 What did you do with that? 679 00:36:42,000 --> 00:36:43,000 One wee mistake. 680 00:36:43,000 --> 00:36:44,000 Nailed it at the back. 681 00:36:44,000 --> 00:36:46,000 It was the road man, it was pretty good. 682 00:36:46,000 --> 00:36:47,000 Ah, brutal. 683 00:36:47,000 --> 00:36:50,000 Well that's the one we knew mate. 684 00:36:50,000 --> 00:36:52,000 But that was an absolute nail on it. 685 00:36:52,000 --> 00:36:55,000 No, like the one and the best times of ever seen in my life, 686 00:36:55,000 --> 00:36:58,000 and do you know what that guy got? 687 00:36:58,000 --> 00:37:00,000 He's full motor fixed. 688 00:37:00,000 --> 00:37:02,000 So they didn't write it off, right? 689 00:37:02,000 --> 00:37:05,000 They paid for the full motor to get fixed for the guys, 690 00:37:05,000 --> 00:37:08,000 because they wanted it fixed and they turned up on the day to get it, 691 00:37:08,000 --> 00:37:10,000 and went, nah, don't want that any more. 692 00:37:10,000 --> 00:37:11,000 Ah! 693 00:37:11,000 --> 00:37:12,000 No! 694 00:37:12,000 --> 00:37:16,000 He was like, oh god! 695 00:37:16,000 --> 00:37:20,000 He goes so that the company, like the valentine company, 696 00:37:20,000 --> 00:37:23,000 had paid for all this, what to get done to get the motor off fixed, 697 00:37:23,000 --> 00:37:26,000 and the guys were like, nah, what's happening? 698 00:37:26,000 --> 00:37:27,000 What a chill. 699 00:37:27,000 --> 00:37:29,000 The crew and the insurance get filled payout for the motor. 700 00:37:29,000 --> 00:37:31,000 Oh, that is, I know. 701 00:37:31,000 --> 00:37:34,000 Sorry, I just went to the Dutch and I really thought that was crashing his room. 702 00:37:34,000 --> 00:37:36,000 That's what giving me a mean, because that was, I know. 703 00:37:36,000 --> 00:37:38,000 I've got a couple of telly in another episode, 704 00:37:38,000 --> 00:37:43,000 but I've had one right into the show to nearly kill one of the guys. 705 00:37:43,000 --> 00:37:47,000 I know that's what, mate, see when you were saying about your story, 706 00:37:47,000 --> 00:37:49,000 that's what I thought you were going to be talking about, 707 00:37:49,000 --> 00:37:52,000 the guy that, I don't know, I don't know, anyway. 708 00:37:52,000 --> 00:37:54,000 We'll do that again. 709 00:37:54,000 --> 00:37:55,000 Well, that's it. 710 00:37:55,000 --> 00:37:58,000 So from this episode of Off the Sales Floor, I'm Bob. 711 00:37:58,000 --> 00:37:59,000 I'm Dan. 712 00:37:59,000 --> 00:38:00,000 And I'm Purely. 713 00:38:00,000 --> 00:38:01,000 Thanks for listening. 714 00:38:01,000 --> 00:38:06,000 Bye-bye.