Car Sales Training – Profit Drain n. 1: the meeting and the welcome
We found that up to 50% of the people who go to dealerships don’t go through the sales process because they miss out on the first step – the Meet and Greet. This happens when the seller says “can I help you?” or “What can I do for you today?” and the client responds with “I’m just looking.” Too many times, this dialogue ends with the salesperson saying something like, “Well, if you find something that interests you or if you have any questions, let me know, I’ll be here.” If this happens 50% of the time and could be eliminated 100% of the time, sales can potentially double if that salesperson can accomplish all the other steps in the sales process. The first thing attendees will learn is how to help the buyer buy from your lot in order to keep moving the buyer “through the sales process” to …
Help the customer shop smartly
Allow the seller and customer the opportunity to create a report so that they can be tracked and referred.
and help turn buyers into “buyers” by putting everyone through the five-step sales process.
WELCOME
Pick a greeting that doesn’t END with the customer buying for themselves.
Example: “Hello, welcome to ABC Nissan. Thanks for coming to visit us today. My name is Sam and if you are just looking and have some questions or if you find something you like and want to take home, I CAN DEFINITELY HELP YOU, TODAY” . “Looking for a truck, SUV, or car today?”
To stay in control you have to keep asking questions.
If you use the suggested greeting provided here and the customer says “I’m just looking” – Smile – Repeat – your greeting begins with;
“I completely understand and that’s why I said … whether you’re looking and have some questions or find something you like and want to take home with you, I CAN DEFINITELY HELP YOU TODAY.” – “Are you looking for a truck, SUV or car today?”
REMEMBER THAT YOU ABSOLUTELY CAN. (Memorize this script for a greeting).
Mental focus on this step SMILE, SMILE, SMILE AND SMILE A LITTLE MORE. Realize that you can help someone at any stage of their shopping experience, AND ALWAYS LOOK THE CUSTOMER IN THE EYES! You should always have a smile on your face when meeting with clients. A smile on your face will tend to get the same response from your customer. A smile will increase the chances of the customer to like you. A salesperson needs to make eye contact with the customer to get their attention. NEVER WEAR SUNGLASSES WHEN MEETING A CUSTOMER! If a customer cannot see your eyes, then they cannot make “CONTACT”.
THE BUYER: Sometimes you will come across a customer who insists that they are only there to buy. How do you respond effectively to this statement and get the customer back into the SALES PROCESS without the customer being offended?
ROLE PLAY:
“Hello, Welcome to San Diego Nissan! Thanks for stopping by today. My name is Sam and if you are just looking and have some questions or find something you like and want to take home with you, I CAN DEFINITELY HELP YOU TODAY. Are you looking for a truck, an SUV or a car today? “
“We are just buying.”
“I completely understand and that’s why I said … whether you’re looking and have some questions or find something you like and want to take home with you, I CAN DEFINITELY HELP YOU TODAY.” – “Are you looking for a truck, SUV or car today?”
If the customer is negative or doesn’t respond to your first two attempts, the customer can still say something like:
“Like we said, we’re just looking.” 2nd time.
“All I’m going to do today is help you gather information. I’m sure you’ve taken the time to consider what’s important to you, like equipment, model, price, color, trade-in value, options. financing, payments, etc. What is most important to you on your next purchase: payments, price, color, room, horsepower?
Listen – then ask … What … Why … How … to get all the information you need. What price range or monthly payment range were you considering?
– Looking for a sports car, sedan, station wagon, station wagon, or SUV?
– What colors were you considering?
– Do you have a vehicle that you plan to market?
– Do you know how much you owe for your trade? To who?
– Do you have pre-arranged financing or would you like me to provide you with information and financing options?
– How long have you been buying?
– What other models are you considering? Have you led them? “(Key question to sell” your “test unit).