Page 127 - Car Sales Training Manual

G.2–2 of 3
• As rapport continues to grow and your customer’s respect for you and your
professionalism increases, you will earn the right to casually ask a referral question at the end of each call.
eg. “By the way, if there’s anyone you know currently looking to buy a car, I’d be more than happy to really look after them.”
• By keeping up this good quality of regular contact, you will also earn the right to bring your customer back into the new car market at the end of their finance period or at the best changeover time. Your success rate at re sale to these customers will be very high.
• How often do you follow up a current owner? Three, perhaps four times per year. This is an easy and simple investment of your time to ensure a repeat sale in three to four years time.
• If you are not following up your current customers... 􏰁􏰁􏰁􏰁􏰁 9&79 94)&>􏰉 END RESULT: • Continuing customer satisfaction and loyalty.
• Referrals for new business.
• Repeat sales to current owners.
(It is far easier to sell cars to people you know and with whom you have kept contact.)
ROLE-PLAY ACTIVITIES:
(i) Devise some typical notebook details of a customer’s sport, hobbies or recreation. Practise a telephone follow-up call using this information as a casual conversation piece.
– As with all telephone training, go into a separate office and use a speaker phone to your colleagues.
– Focus on telephone manner, enthusiasm and relaxed use of the information at hand.
– Practise your words and manner in enquiring for referrals and check with your colleague that it sounds 􏰏􏰞􏰉