Page 71 - Car Sales Training Manual

Keep this manual updated and practise the manner and words with which you casually present it.
“While I go to get our F & I Manager, I might leave you with a few details about myself. I like to really look after my clients, not just during the sale, but once they become owners as well. I think that’s an important part of buying and owning a car. There are a few impressions from my current owners in this book and I’m happy for you to see what they say. I’ll be back with you in a couple of minutes...”
• Your customer will take it, browse through it and the brief time you are away from them will be filled in a positive and constructive fashion. This builds your customer’s respect and confidence in you prior to the financial discussion.
END RESULT: • The use of the colour board provides advantages such as greater ownership focus (that’s what 2> car will look like), discussions on stock scarcity (positive impact on discount demands) and direction toward available stock (if this is an issue).
• The use of your personal evidence manual builds customer confidence in >4:, during a sensitive period where you might have to leave them briefly.
Both are valuable exercises to be employed with *;*7> customer. ROLE-PLAY ACTIVITIES:
• Move into customer/Sales Consultant pairs and practise:
(i) Your words and manner in suggesting a brief walk to the colour board to investigate colour choice and options. Carry out some staged discussions at the colour board, raising issues such as stock availability, good retained value colours and showroom floor stock colours.
(ii) Bring your personal evidence manuals to training. Crosscheck their quality with other sales team members. Practise the manner in which you introduce it to
a customer and the actual words you say at this point.
** NOTE: I’d edit this copy to make the script more about the customer and less about the Sales Consultant:
“While I go to get our F & I Manager, I might leave you with a few details about myself. I like to really look after my clients, not just during the sale, but once they become owners as well. I think that’s an important part of buying and owning a car. There are a few impressions from my current owners in this book and I’m happy for you to see what they say. I’ll be back with you in a couple of minutes...”
Suggested alternative:
“While I get our F & I Manager, here are some details about me. It’s important my clients get the right care, not only during their purchase but once they become owners. You’ll discover that’s an important part of buying and owning a car from us. You’ll find a few impressions from my current owners in this book and you’re certain to be happy about what they say about me. I’ll be back with you in a couple of minutes...”
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