I would like to tell you why YOUR dealership needs a 21st-century sales solution and why Single Point of Contact (SPoC) IS THAT sales solution.
This is the 1st in a series of 6 articles that will outline the SPoC roadmap:
- Part 1: What is SPoC?
- Part 2: The Beach
- Part 3: Prework Part 1
- Part 4: Prework Part 2
- Part 5: Burn the Boats Part 1
- Part 6: Burn the Boats Part 2
What is Single Point of Contact (SPoC) selling?
Single Point of Contact (SPoC) selling is a sales approach where a customer is assigned a dedicated sales representative, who acts as their primary point of contact throughout the entire car buying process, from initial inquiry to delivery. The goal is to provide a more personalized and streamlined experience for the customer, with the SPOC taking care of all aspects of the sale, including handling negotiations and coordinating with other departments.
“For some SPoC simply means the sales team presents the F&I menu to the guest after vehicle selection. Yet for others, SPoC really means “Single Point of Contact” through the entire sales transaction where the sales team has total autonomy, including remote transactions where the guest never comes to the dealership, the entire transaction is completed remotely.”
After participating in last year’s Driving Sales Executive Summit (DSES), Digital Dealer (DD) events, and last month at the National Automobile Dealers Association (NADA) 2023 Show, it is very evident that there is a high degree of interest among dealers and OEMs regarding the advantages of Single Point of Contact (SPoC). SPoC enhances and expedites the sales process and improves guest experience when purchasing a vehicle. As a dealer, we want ALL of those things.
SPoC is not new to The Rikess Group (TRG) or its clients. TRG has implemented SPoC at over 80 dealerships with staggering results.
– Employee retention has increased exponentially
– CSI scores have risen
– Process efficiencies have increased 4x
– Cost of sale has been reduced by 2x
– F&I productivity has increased 2x
“Since the installation of Single Point of Contact approximately 2 years ago our sales per / person has increased 32% and our F&I has increased from just around $1000 PVR to over $1500. But most importantly the guest is elated at the purchase experience.” — Yianni K.
With the onset and acceptance of digital retail by today’s discerning consumers (and dealers like you), SPoC is the perfect complement to a contemporary sales process. When the right digital retail technology is married to a modern retail sale selling philosophy the advantages in the marketplace are endless.
It became evident from my experience at both Driving Sales Executive Summit “DSES” and Digital Dealer “DD” that there are varying degrees or applications of what is considered a SPoC sales environment. Depending on the technology selected, there are also limitations to the ability to embrace a true end-to-end SPoC selling environment that meets today’s discerning consumer expectations. For some SPoC simply means the sales team presents the F&I menu to the guest after vehicle selection. Yet for others, SPoC really means “Single Point of Contact” through the entire sales transaction where the sales team has total autonomy, including remote transactions where the guest never comes to the dealership, the entire transaction is completed remotely.
Transitioning to a SPoC should not be rushed – there is no magic switch to push.
As with many significant changes, the best way to relieve the fear associated with the change is with knowledgeable guidance, strategic planning, timely execution, and the imperative need to burn the boats once the process has started.
TRG can provide you with that guidance, planning, and execution.
Over the next few emails, I want to discuss a roadmap for a complete transition to SPoC. Because TRG has years of experience installing this and other sales processes, I know you will find this helpful.
Setting Expectations and Goals: Know Where the Beach Is
The first step is to know where the beach is and how you plan to get there. We will address this in our next article, so stay tuned!
Mike Anderson
The Rikess Group LLC
manderson@rikessgroup.com
404-805-5009
For more information, visit our website at www.therikessgroup.com or Schedule a Consultation.
