Page 68 - Car Sales Training Manual

the vehicle being in good condition (i.e., faults/scratches rectified, safe tyres, full registration, etc.)
• When the time for presentation of the trade-in value arrives (&+9*7 a successful product summary close on a new car), the designated Manager responsible for the explanation (new or pre-owned) should adhere to some basic standards:
– Smile, handshake, exchange of names, briefly build some customer
rapport and confidence.
– Haveanametagvisible.
– Notcriticisethecar.􏰉989.11.89-*(:8942*7C8(:77*39(&7.
– Clearly explain what will happen to the car and why (wholesale/retail).
Be prepared to:
– Pointouttheinvestmentrequiredtobringthevehicleuptoastandardrequiredto
satisfy the car’s next owner.
(This may include things like tyres, registration, paint rectification, interior rectification, mechanical rectification, windscreen replacement, pre-owned warranty.)
– If wholesaling, provide evidence of the scope of the wholesale prices obtained.
• This presentation should always be carried out in a relaxed and professional manner, taking particular care for the possible anxiety of the customer in having to acknowledge facts they may not want to hear.
A walk around the trade-in with the customer is often advisable while this explanation takes place.
END RESULT: • Customers receive their trade-in valuation in a caring, professional manner.
• The valuation is accompanied with detail, logic and transparency that shows respect
for the customer and minimises disagreement. This transforms 45.3.43 to +&(9. ROLE-PLAY ACTIVITIES:
(i) Sales Consultants role-play the introduction of the trade-in question into the early part of a sales presentation, explaining the benefits of maximum evaluation time, the need to drive the vehicle briefly and review the vehicle’s books.
(ii) Managers (New or Pre-Owned), or relevant Valuers and Sales Supervisors, practise: – Customer meet and greet procedures.
– Explaining what will happen to the trade.
– Explainingatypicalevaluation/rectificationsheet.
– Affirmation of the details in a warm, positive manner to
C.5–2 of 3
maximise customer confidence.