Bob Matzke – a true professional – has been in sales all his life, but he wasn’t an automotive salesman until about 15 years ago. For the past 12 years, he’s worked for the Folger Automotive (a Buick, Subaru and Kia store) in Charlotte, N.C.

Prior to auto sales, he was in sales in the commercial printing industry, and he traveled to his customers. “I sold magazines, advertising literature, and those kinds of things.” For him, one major appeal of selling vehicles was that the customers came to him, and his sales skills transferred to the auto industry. His sales remain consistent around 13 vehicles per month. Even through the recession of 2009, his sales figures haven’t waivered.

“Bob has consistently been one of our top producers for over 10 years now. He has a can-do attitude and displays the highest level of professionalism. He does a superb job representing our brands and our dealership,” said Rick Burleson, sales and marketing director at Folger.

Matzke has also managed to keep his numbers up in what he considers a more competitive market compared to the days before the Internet. “The job has changed to more of an electronic industry now. With the Internet, people do a lot more shopping and a lot more conversation through e-mails … It made it more competitive. At the click of a button, people can compare several vehicles right in the comfort of their own home.”

He also works in the dealership’s Internet department e-mailing customers. “We make a point to keep in touch with our customers through e-mails. Through the Internet department, I work on [e-mailing people about] the specials we have, new vehicles as they come in. Through personal [e-mail], I follow up with customers and make sure they understand all the particulars of their vehicles and that they’re still happy with everything.”

While Matzke was humble about how diligent he is with follow-up, Burleson commended it, referring to it as second-to-none. He also believes that Matzke’s follow-up contributes to Matzke’s large amount of repeat/referral business. “Bob has a very large repeat client base that has bought multiple cars from him. The number-one reason is because Bob consistently follows up with them to make sure that they are satisfied with their purchase,” said Burleson.

Matzke estimated one-third of his sales are repeat or referral customers. He said, “I’ve been at this dealership for 12 years now, and I’ve been able to sell repeat customers two or three times.” In addition to e-mail follow-up, he calls customers periodically. “We like to keep in touch with them by giving them a quick phone call and just kind of a courtesy call on a regular basis.”

Non-sold follow-up, which is done weekly or every other week, is also a big part of Matzke’s job. He said, “We just continue to send e-mails as well as alternating … voice contact.” However, he acknowledged that customers on the lot sometimes take priority. “As my schedule warrants, I spend time each day [on follow-up] … There are some days that face-to-face customer obviously takes priority over follow up.”

To make sure his follow-up is completed, he begins working on it every day upon arriving at the dealership, which is usually around 8 or 8:30 a.m. Also, as time permits, he meets with past customers when they come in for service, and oftentimes they seek him out. “They come over and sit, and want to make sure that I’m still here and doing well.”

The relationships he builds with customers are likely attributable to his sales process, which is no-pressure and comprehensive. “I just take my time … and make sure that they understand in a black-and-white, upfront manner everything that they’re getting and how they’re getting it, so that it’s clear to them,” he said.

Once they’ve worked through the numbers and completed the deal, he then explains the vehicle they purchased in detail so they know all about it. “Making sure that they understand, that they’re comfortable with their decision and that there’s no pressure involved, I think that’s what keeps [customers] coming back to me and keeps them coming in to say hello to me.”

During his time off from the dealership, he and his wife enjoy spending time with their seven grandchildren, ranging in age from 3 to 12. Matzke also enjoys lawn care and woodworking. He said his job “takes care of a lot of my time, which I enjoy. That’s why I’m in this business.”

Our congratulations to Bob Matzke, sales professional of the month, and thank you to Rick Burleson for bringing him to our attention.

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Vol 6, Issue 12