Page 104 - Car Sales Training Manual

• The most important question to ask a telephone sales customer is their (439&(9 )*9&.18􏰅 otherwise your sale opportunity is lost when they terminate the call.
Don’t ask: - “May I have your....?” They may say 34􏰈
Simply 8&>􏰓 - “Your name is?”
“and your telephone number?”
“I’d better get your mobile number, too, just in case...”
• Always make sure the customer notes >4:7 name down as well. Otherwise they’ll forget who they spoke to.
eg. “Do you have a pen handy? I’ll just give you my name.
It’s . That’s ” (and spell your surname).
END RESULT: • Sales Consultants can gain customer information confidently from a telephone sales enquiry instead of just providing information.
• Information is power and the more you have about your customer’s wants and needs, the more you can use it to help you get them the car they require.
• You will be more organised in the type of questions you need to ask and more comfortable and skilled in the manner with which to ask them.
ROLE-PLAY ACTIVITIES:
(i) Sales Consultants’ 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.
The Sales Consultant receiving the call must have their Sales Consultant Telephone Enquiry pad open and pen in hand.
Practise the introduction of key questions to gently gain control, followed by further relevant questions covering specific motoring wants and needs, trade-in valuation requirement and contact details. Notes should be taken and later examined for legibility, accuracy and detail.
Of particular interest should be the ease and comfort of the question technique and skill in listening carefully to the answers.
The use of a voice recorder will assist Sales Consultants to recognise the strengths and weaknesses in their telephone manner and look for improvements.
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