No, this isn’t about Warren G and Nate Dogg’s 1994 hip-hop magnus opus “Regulate”. Nor is it about the Casey Siemaszko speech from 1988’s cowboy flick Young Guns. (Are my references getting too old for you?) This is about how negativity (both internal and external) is infectious and kills car deals. (Emotional) Regulators, Mount Up!
It was a clear, blue day, clear and full lot
I was training salespeople how to take their shot
To get consumers to agree, so they can get a Yes
Put ‘em in the box, get the paper bought.
That’s as much as I can do rewriting lyrics to “Regulate” (okay, so maybe I will reference the song). As salespeople come out of the ether that was easy-selling during COVID and inventory/chips shortages, they are faced with the humbling realization that selling cars does indeed take some work. Those that have only experienced selling for the past few years are waking up to the fact that some skill is involved. For those not yet equipped to have hard discussions with customers, to overcome objections, to push harder, and to truly know their inventory, it can feel like they’re in over their heads – and maybe they are – but the first stage of their realization is negativity. Regulators, Mount Up!
Negativity starts externally. I hear salespeople hang up a phone after getting unfortunate news from a prospect, with an angrily spoken “Fuck!”. I notice the shoulders slump when a customer’s credit shows in the low 500’s and the “Shit” their salesperson mutters to anyone in ear shot. I see salespeople get visibly angry when a customer in a beater pulls up on the lot 5 minutes before close and they’re on point to help them. Salespeople make physical and verbal displays of disappointment, and that external negativity doesn’t just affect them, it affects their coworkers. Regulators, Mount Up!
Then that negativity turns internal. “I suck”, “I’ll never sell another car again”, “I can’t catch a break”, “I’m stupid”. Their own motivation and internal drive begins to suffer. Their desire to learn, to do better, and try harder fades. Their smile turns to a frown. And shoppers pick up on this, in turn, causing a less than enthusiastic customer experience to turn into a lost sale. Regulators, Mount Up!
Then the worst type of external negativity rears its ugly head when they start pointing fingers elsewhere. “The sales manager has it out for me”, “The finance manager is weak”, “he’s always trying to skate me”, “the BDC plays favorites”, “every customer that walks in this place is a bogue”, “they’re not going to be able to buy”, “our inventory is trash”, “these leads are garbage”. Like a virus, the more those thoughts are spread, others start to pick it up. They start believing it. It turns cancerous. It kills morale and hurts everything from sales to gross to CSI. Regulators, Mount Up!
We need to talk to our sales teams about emotional regulation. Teach them skills, not just about the best word tracks and processes to sell cars, but how to personally manage their own emotions in a way that is socially acceptable. Regulators, Mount Up!
Here are a few ways you can introduce emotional regulation to your team
Challenge them when you hear negative self-talk.
– Don’t get angry at them because they’re down on themselves. Instead, pull them aside and reinforce all their positive qualities. Never reinforce the negative.
Identify what triggers them
– Certain stimuli affects people in different ways. If you see certain lead types are problematic, or certain relationships are antagonistic, as a manager, do your best to steer them toward those opportunities and people that are good for them.
Teach them about the statistics
– In sales, 50% or more of customers tell you “no” in some way, and don’t purchase. That is more rejection than some can deal with, so make sure you talk them through the numbers, so they realize they’re in the majority and not the minority when deals don’t fall their way.
Focus on goals
– When you can see a salesperson’s behavior or mood take a turn for the worse, remove them from the vicinity of both employees and customers, and have them talk to you about their personal goals. Ask them how hanging onto that negative emotion is going to help them achieve their goals (i.e. it won’t), and instead what actions they can take to get where they need to be.
Master Mindfulness
– I’ll admit I don’t meditate near as much as I should. (My sister, a board certified Ayurvedic practitioner, coaches people on mindfulness and holistic health programs so if anything I should listen to her more). Nonetheless, I completely believe in the power of calmness, gratitude, and positivity. Every person now and then could use a few minutes every day to remove themselves from the commotion of their work to re-center themselves emotionally, and salespeople thrust into the bustle of a showroom floor or BDC is no different.
In the end, these are just a few of the ways managers can work with their individual team members to turn around a bad day, a bad month, a bad moment, and a bad attitude. There are several more tried and true methods, but suffice it to say, most salespeople don’t take the time to understand how common these feelings of exasperation, aggravation, and, (gulp) depression are. Motivation occurs most specifically within oneself and if negativity is steering the mind, it’s hard to visualize yourself bringing about a sale.
Managers:
Find ways to improve morale
Give salespeople the space (or the skills) they need to calm themselves
Share positive words of encouragement
Do your best to stamp out negative talk quickly
Salespeople:
Do those four things above for yourself. You deserve it. Emotional regulation is a skill to be practiced, just like handling an inbound sales call. By pushing past those negative emotions and clinging onto the positive about yourself and your goals, it will pay dividends. Both to your pocketbook and your mental health. (And if it gets bad, don’t ever hesitate to seek out a professional to speak to.)
Regulators, Mount Up!
