Page 103 - Car Sales Training Manual

!*1*5-43* 􏰄36:.7> ? Session E.3
E.3–1of 3
TOPIC: Practising the important skill of Question Technique on the telephone, listening to the answers and noting the details on your Sales Consultant Telephone Enquiry pad.
AIM: To ensure that all Sales Consultants understand that their role in a telephone enquiry is not just to answer the customer’s questions, but to gently control the conversation in order to gain information about the customer and their motoring wants and needs.
To develop skills in asking questions of the customer, listening carefully to the answers and noting the details down accurately for use in eventually securing a sale.
KEY POINTS: • Never take a sales telephone enquiry without a pen in your hand and your Sales Consultant’s Telephone Enquiry pad open, ready to note down customer details.
• When sales customers telephone, 9-*> have all the information and you have none. They want to ask you questions to gain even further information for themselves.
• %4: need to gain information about the customer and their motoring wants and needs. This can only be done by gently introducing questions of your own into the conversation, then continuing with further questions until you have &11 the relevant information you need.
• While most Sales Consultants like to 9&10􏰅 the only way to gain knowledge and information is to ask key questions then 1.89*3 carefully to the answers.
• When 1.89*3.3,􏰅 the Golden Rules are:
– Keep quiet.
– Take notes.
– Give listening signals; eg., “Yes, I understand”; ‘That’s right.”
– Give the caller 100% of your attention.
– Don’t prejudge the caller. Treat them &11 as serious customers.
• What should you listen for?
– The true intent of the customer’s call.
What do they really want?
– The caller’s tone of voice and whether it changes during the call.
• Why don’t many Sales Consultants listen well?
– They prejudge the call.
– They are daydreaming/only partially interested.
– They have distractions in the office.