Page 19 - Car Sales Training Manual

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Once the refreshments are prepared, you can direct your customer to a comfortable area to enjoy them. This brief pause allows you the vital opportunity to suggest some questions prior to inspecting the relevant car. Otherwise the (:8942*7 9&0*8 (439741, keeps asking questions and has you in a reactive rather than proactive situation.
Remember: “No” to the offer of “Tea or coffee?” is simply an early objection. It does not mean your customer doesn’t drink tea or coffee. Make the offer &,&.3 during your presentation when you feel you have built more rapport. eg., “Sure I can’t get you a tea or coffee before we...􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗 ?”
You have shown your customer an important courtesy and helped to build rapport.
The offer of refreshments has allowed you to introduce some control questions for your customer to answer.
You have given yourself the opportunity to slow the pace of the initial exchange and to gain some early control in order to be able to ask vital “car needs” questions.
A.2–2 of 3
• You have been able to introduce the use of your “Customer Requirements” notebook in an easy and helpful manner.
ROLE-PLAY ACTIVITIES:
(i) Divide the team into separate ‘customer/Sales Consultant’ groups and practise the manner and words each person uses to introduce the offer of refreshments. Practise introducing the notebook to jot the requirements down, and confirming their accuracy with the customer.
(ii) Practise the manner and words used to obtain and hand over a glass of fresh water (from a (43;*3.*39 spring water dispenser on the showroom floor) in the event of a customer refusing tea or coffee initially.
(iii) Actually practise making tea or coffee and bringing it to a customer.
(It is surprising how poorly this is often handled; eg., coffee spilled in saucer, spoons in cups, weak tea.)