Page 52 - Car Sales Training Manual

END RESULT: You:
• Build ownership enthusiasm in the customer and address their motoring needs.
• Build closer personal rapport with your customers.
• Build further value in the customer’s perception.
• Keep the customer with you for longer (hopefully, at least another 60 minutes with a relaxed, unhurried changeover routine). Otherwise they’ll just go straight on to another Dealer.
• Prepare the ground for a successful summary ‘product close’ from your notebook.
ROLE-PLAY ACTIVITIES:
(i) As a team, develop suitable effective road-test routes. These may vary depending on time of day (traffic conditions), model type (sporty, conservative, etc.) and ABS/BAS test requirements. Select excellent changeover venues.
(ii) Practise the first phase of a demonstration, where you drive (can take up to three other sales staff with you).
(iii) Practise driver changeover techniques.
(iv) Practise the second phase of a road demonstration, where your customer (another Sales Consultant) drives and you instigate rapport-building, post-ownership driving discussion.
** NOTE: I was always trained to do 2 things on test drives:
(a) keep the car’s key with me at the changeover during the test drive. Do you want this added? If so, some suggested words are:
Ensure you keep the car’s key with you at the time of changeover. For reasons of security and safety, do not leave the keys either in the car or with the customer.
(b) Always ensure the sales manager or GM knows that I’m conducting a test drive (so they knew where I was, where the car was, and to be alert if there was a problem on the test drive). Do you want this added? If so, some suggested words are:
Ensure your Sales Manager, General Manager or Senior Sales Person is aware you’ll be conducting a test drive (so they’ll know where you’ve gone, where the demonstrator car has gone, and they’ll be on standby in case of any problems).
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