Page 32 - Car Sales Training Manual

A.6–1 of 3
AIM: • To ensure Sales Consultants understand the importance of supporting themselves with relevant printed material during a showroom vehicle presentation.
• To ensure Sales Consultants become confident introducing such material into a showroom vehicle presentation to support technical explanations or to answer customer questions when the Sales Consultant is unsure of the answer.
KEY POINTS: • One key requirement of all customers is -43*89>. As such, it is important not to ,:*88 the answer of a customer question relating to your vehicle, if that answer is not readily known.
• Your product Advantages book should be kept close to you during all vehicle presentations. This signals your commitment to accuracy in answering customer questions and provides a ready back up if you don’t know an answer.
• Customers don’t always accept a Sales Consultant’s verbal assurances or answers to a question but they invariably accept printed explanations.
• Such printed explanations can also be used professionally to embellish and add value to features you have described verbally.
eg. “The reason the seat feels firm is because􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗 ”
“You can see from this cross section picture􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗 ”
“Here is a diagram explaining the key elements of the safety cell 􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗” “This picture shows the vehicle’s crumple zone after an impact􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗􏰗 ”
• Get to know your Advantages manual 9-474:,-1> and learn how to locate the information you require 6:.(01>.
END RESULT: • By using printed support material professionally to provide accurate explanations, pictures and diagrams during a vehicle presentation, you greatly enhance your ;&1:*􏰌':.1).3, objective.
• By not guessing at an answer to a customer’s question, you confirm your honesty in their mind. They will respect you for this.
-4<7442 $&10􏰌.3 􏰄36:.7> ? Session A.6
TOPIC: Use of supportive printed material during a showroom vehicle
presentation (Advantages manual, brochures, etc.)