Page 100 - Car Sales Training Manual

!*1*5-43* 􏰄36:.7> ? Session E.2
TOPIC: Making a good first impression on the telephone. The critical
first 60 seconds of a call. Building rapport with your customer.
AIM: For Sales Consultants to recognise the importance of making a good impression when receiving a telephone sales enquiry.
For Sales Consultants to develop better skills in building rapport with telephone customers.
KEY POINTS: • The primary aim when receiving a telephone sale enquiry is to secure a face-to-face meeting with the customer, preferably where 9-*> are most comfortable (their place of work or home).
• Remember, telephone sales enquiries come from legitimate customers simply seeking answers to some purchasing questions before exposing themselves to an actual Dealership visit.
• Why are first impressions on the telephone so important?
– Because you only get one chance. If the customer likes you, they stay on the line and give you time. When they don’t like you they soon invent an excuse to terminate the call and you lose a sales opportunity.
• What makes a good impression on the telephone?
(i) Prompt pick-up
(ii) A warm welcome. (Sit up straight and smile when you take a telephone enquiry. It works!)
(iii) Asking for and then :8.3, the customer’s name regularly in the conversation.
(iv) Using an enthusiastic tone of voice and sounding like you genuinely care.
(v) Asking questions and listening carefully to the answers.
• How to build early rapport.
– Note down and use accurately any information gained by your telephonist and passed on to you. (Name, model of choice, etc.)
– Give >4:7 name and ensure you have theirs. Accurately. “.... And your name is...?”
– Thank them briefly for calling. “Thanks for calling; how may...􏰗􏰗􏰗􏰗􏰗 ”
– Ask early questions about the customer’s current car. “Could I ask, what are you currently driving?” Show an interest in their experience with that car and the reasons for upgrading.
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