Page 101 - Car Sales Training Manual

– Take an opportunity for a small piece of conversational small talk. eg., “Is it still raining over that way? It’s pouring down here...”
– Don’t get into any minor disagreements over facts. Wait until you are face to face to resolve these.
– If a customer’s telephone manner is unpleasant (eg., rude, dominant, brisk), don’t react in a similar way. Simply continue in a calm, friendly and enthusiastic tone. You will win their respect.
END RESULT: • When you accept a telephone sales enquiry, your customer will like you, provide you with relevant information and eventually trust you enough to commit to a face-to-face appointment where you can actually sell them a car.
ROLE-PLAY ACTIVITIES:
(i) Sales staff should individually go to a separate office then field a typical telephone sales customer enquiry (via a speaker phone) from another member of the sales team.
Of key interest will be the tone of voice, level of enthusiasm and early rapport- building skills.
The use of a voice recorder will assist Sales Consultants to recognise the strengths and weaknesses in their telephone manner and to look for improvements.
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