Page 55 - Car Sales Training Manual

􏰂+9*7 9-* !*89 􏰀7.;* ? Session C.1
C.1–1 of 3
TOPIC: Following the test drive. Settling your customer down, offering more refreshments and conducting a final “Anything we’ve missed” recap from your notebook.
AIM: For Sales Consultants to feel comfortable conducting a courteous and professional recap of all available details, following the vehicle test drive.
For Sales Consultant’s to understand the need for a relaxed level of courtesy and customer care at this vital point as it immediately precedes the closing phase.
KEY POINTS: • Customers know that a return from the vehicle test drive places them at the closing phase of the discussion. Obviously, levels of anxiety can increase at this point (often prompting “Thanks for the drive. I want to go away and think about it.”)
• This is the time for another courteous offer of tea or coffee. If these are rejected, simply get them a glass of water.
• Also, your customer might require the restroom. Enquire and offer directions.
• Lead the customers to a relaxed private area in the Dealership to enjoy their tea/coffee/water.
• Once everyone is settled, thank the customer for giving you the opportunity to show them the car and tell them you’d just like to do a quick recap of the details they have provided to ensure there is nothing you’ve missed.
• Take out your notebook and run down the list of requirements and priorities they have provided to you from the outset. Reconfirm your customer’s agreement with the outcome of those feature presentations and discussions.
• Then simply ask again: “Is there anything we’ve missed?” At this point, your customer may add other requirements or observations. Just add these to your notebook and address them immediately in a relaxed and appreciative manner (either with a showroom floor vehicle or the road-test vehicle).
• This is the time to uncover any final ‘product’ objection points prior to carrying out a product ‘summary close’ and moving into financial discussions.