Page 16 - Car Sales Training Manual

• Ask a small caring question to build rapport, (eg.,“Is your car parked OK?”) • Always turn off your mobile telephone (or divert it to your Receptionist).
END RESULT: • Your customer: - Appreciates your prompt attention.
- Is impressed with your professional dress.
A.1–2 of 3
IMPORTANT:
- Immediately knows your name, from your nametag.
– Receives a warm smile (beneficial if your natural physical
attributes aren’t immediately pleasing to them).
- Is given a genuine welcome to the Dealership.
- Receives a welcoming handshake
(the basis of all personal introductions).
• You present an excellent “first impression” to your customer who will then be more confident to stay with you longer to hear what you have to say.
(Also: You are now prepared and ready for the offer of tea, coffee or water.)
During this sensitive ‘meet and greet’ process, you must always keep in mind the single biggest fault of automotive retail Sales Consultants. 􏰃􏰒􏰄􏰑"􏰁􏰐􏰉􏰇􏰐􏰈
If you don’t like the look, dress or manner of your customer, or if you start wondering if they are a serious buyer, your customer will sense this, be offended and leave prematurely.
Treat *;*7> customer enthusiastically and professionally, *;*7> time. ROLE-PLAY ACTIVITIES:
(i) Ask the Sales Consultants to crosscheck the attire of each person in the sales team for professionalism. Is there any element that could polarise a customer’s dislike (eg., style of tie, unclean shoes)? Ensure nametags are clearly visible and notebooks in pocket.
(ii) Practise personal greeting styles.
Focus on:
- Professional ease of immediate approach.
- Genuine smile and greeting.
- Impression of handshake style. (limp? ‘pushing away’? too strong?) - Ease and technique of name exchange and business card handover. - Relevance of small ‘ice breaking’ opening questions/statements.
(eg., “Chilly day!”; “Looks like it’s going to be a hot one today.”; “Were you able to get convenient parking?”)
(iii) Practise a ,74:5 customer welcome scenario, then offer constructive comments and observations on the results.
􏰒*2*2'*7􏰓 !7*&9 *;*7> (:8942*7 &8 >4: <4:1) <.8- 94 '* 97*&9*) >4:78*1+􏰈