Page 15 - Car Sales Training Manual

-4<7442 $&10􏰌.3 􏰄36:.7> ? Session A.1
A.1–1 of 3
TOPIC: Showroom ‘meet and greet’. Making a good first impression: smile, handshake and exchanging name, (prior to offering tea, coffee and water).
AIM: First impressions are instantaneous and heavily influence the success and quality of your sale.
The aim of this training session is to practise and remain aware of the critical importance of your first few minutes with each and every customer during a showroom floor enquiry.
KEY POINTS: • Looking professional is the key to being professional. Your customer is making a significant motoring investment and wants to deal with someone who inspires their confidence. Crisp, clean business attire is essential.
• Never approach a customer without your nametag visible. This is vital to a good first impression. Customers must be able to see and remember your name.
• Always have your “Customer Requirements” notebook with you.
• Customers who are made to wait for service after entering your showroom will become uncomfortable and gain a poor impression. Welcome them immediately.
• Remember: – 􏰊:8942*78 ':> +742 5*451* 9-*> 1.0*􏰅 so welcome them warmly and genuinely to your Dealership.
– There is a 50% chance your customer doesn’t like the look of your face, so 82.1* when you welcome them.
– Normal customers have a level of pre-purchase anxiety similar to that of a visit to the dentist. It is important to show manners, respect and care from the moment of contact.
• Always shake hands with your customer, irrespective of age or gender. If there is a group, shake hands with *;*7> person. You can never be really sure who is making the buying decision.
• Tell your customer your name. If they don’t respond immediately with their own name, politely prompt with words like; “may I ask >4:7 name?”
• Some Sales Consultants feel this is a good moment to hand their business card to the customer.