Page 107 - Car Sales Training Manual

E.4–2 of 3 • Recognise the fact that it is easier to sell a customer a car where 9-*> are
comfortable (their home or workplace) rather than where >4: are comfortable
and they are perhaps not (the Dealership). As such, &1<&>8 4++*7 94 '7.3, 9-* (&7 4:9 94 9-*2 +.789􏰈 If you are refused, then offer them the opportunity to come into the Dealership for a specific appointment.
• When the customer has agreed to meet you:
– Confirm the actual meeting details with them to avoid a misunderstanding.
eg. “Now lets see, I’ll meet you at 9.15am at.....”
– Tell the customer you have noted the appointment details in your planner. (Even a showroom appointment must have an exact time.)
– Confirm the type of car you will be bringing and any other specific details.
– Thank them for giving you the opportunity and tell them you look forward to seeing them.
– You always hang up last.
END RESULT: • You convert a telephone enquiry customer into a face-to-face customer. This enables you to progress to the actual sale of a car.
ROLE-PLAY ACTIVITIES:
(i) Conduct group work to determine the most effective words to say when:
– Suggesting a face-to-face appointment to present a car.
– Suggesting you bring the car 4:9 94 9-* (:8942*7􏰈 (Give youself an advantage
over your competitors.)
(ii) Use separate offices and a speaker phone to practise using these words in the context of a role-play telephone sales enquiry.
– The words and technique should be noted for effectiveness, tone and comfort level.
– The use of a voice recorder will assist Sales Consultants to recognise the strengths and weaknesses in their telephone manner and the words they use to secure an appointment.
– When the sales team are satisfied the words they’re using are the most effective possible, type them up and distribute them for use in future calls.