Auto Sales Persons Success Guide

Transcription

1 Auto Sales Persons Success Guide Supplements included: 10 Steps To The Sale Action Guide Auto Sales Persons Success Body Language &Prospecting Guide We offer Custom Training, Webinars, Social Media Training, and Internet Strategy - (800)

2 BBAutoSalesTraining - by The Road to Success... 3 The Ultimate Objective of a Successful Salesperson... 6 Prompt Approach... 8 Proper Approach Gathering Customer Information Qualifying the Customer Detailed Product Presentation Demonstrate the Vehicle Retail Buyers Order Ask for the Sale Control the Sale Review Questions General Responsibilities of the Automobile Salesperson Personal Work Habits Prospecting Selling Review Questions Ten Step Road to the Sale Step 1: First Impression - Meeting and Greeting Step 2: Establishing Common Ground Build Trust Step 3: Qualifying the Customer Step 4: Product Presentation Step 5: Demonstrate A Vehicle Step 6: The Trial Close Steps 1 6: Review Questions Step 7: Look at the Customer s Trade Step 8: Service Walk - Sell the Dealership Step 9: Close the Sale Getting to Know Your Customer Step 9: Close the Deal - Types of Closes Step 9: Closing the Deal - Fielding Objections Step 9: Closing the Deal - Commitment to Purchase Step 10: Turnover and Delivery Steps 7 10: Review Questions Concluding Thoughts on The Road to Success Appendix A: Reading Your Customer s Body Language Appendix B: Methods of Prospecting Page 2

3 Auto Sales Persons Success Guide Supplement: Ten Steps to the Sale Step 9: Close the Sale Getting to Know Your Customer Before you can expect to close the deal effectively, there are certain things you must know: Your customer s buying motive - the real reason they are buying the car: status, utility, payment? You must have knowledge of the product. In order to close the deal and make money, you must have strong knowledge of the product you are selling and the customer's ability to buy. During the qualifying process, you should have determined whether your customer could afford to purchase a car. Understanding clearly what they can afford will allow you the opportunity to make more money by matching them up to a car that is right for them and will make a profit as well. You must have knowledge of the customer s trade-in and their desire for add-on equipment such as a spoiler, a sunroof, an anti-theft alarm, or window tinting. If you have all of this knowledge and you ve established a good rapport with your customer, everything should go smoothly from here on out. This is the most critical time though. If you don t close the deal you don t get paid. So you ll need to be effective at closing your deal. There are many subtleties involved in being able to close a deal effectively. The following are some simple techniques that will go a long way for you. They re known as The Fabulous Five: Look the Customer in the Eye. This demonstrates your sincerity and confidence. Speak Slowly so that nothing is misunderstood or misinterpreted Lower you Voice - speak quietly now because you will be talking about personal information. This shows that you respect their privacy. It is Very important. Nod your Head - say yes continually by nodding your head up and down as you speak and listen. This will begin to make the customer more agreeable to things that are discussed - By putting them in a positive frame of mind where they are more inclined to say yes. Page 63

4 And finally, Have patience. Above all, have patience. You can t afford to quit at the word No. Like any other profession, this business rewards patience and perseverance. Before continuing to Step X: Turn Over and Delivery, we suggest you pause the presentation and take a few moments just to review the section of your text supplement titled "Closing Tips and Techniques. During the qualifying process, you should have determined whether your customer could afford to purchase a car. Understanding clearly what they can afford will allow you the opportunity to make more money by matching them up to a car that is right for them and will make a profit as well. Page 64

5 Auto Sales Persons Success Guide Supplement: Review If you have the right knowledge and you ve established a good rapport with your customer, everything should go smoothly from here on out. This is the most critical time though. If you don t close the deal, you don t get paid. Before you can expect to close the deal there are certain things you must know: 1. Your customer s motive. The real reason customer is buying the automobile. 2. You must have knowledge of the. 3. Your customer s to buy. 4. You must have knowledge of customer s and. 5. Above all, you must have. The Fabulous Five Identify and describe The Fabulous Five: Page 65

6 Appendix A: Reading Your Customer s Body Language AutoSalesTraining Folded Arms (Defensive action): This is a negative sign, and you should not go for the close. Rubbing Nose (He doesn t believe you; he thinks you are lying): Do not go for the close. Tapping or Drumming Fingers (Sign of impatience): You've probably talked too much. Go for the close. Steepling Fingers (An authoritative Gesture. The customer thinks he is smarter than you): Don't go for the close. Rubbing Back of Neck (Negative sign): The customer is not agreeing with what you are saying. Patting Hair/Fondling Hair (Positive sign): Go for the close. Dilated Pupils (Positive sign): Go for the close. Contracted Pupils (Negative sign): Don't go for the close. Biting Nails (Insecure or nervous): Be firm but friendly. This person will be an easy close. Pulling or Tugging at Ear (Undecided, trying to make a decision): He's borderline. Maybe you didn't sell him thoroughly. Go back and make another product presentation or demonstration. Wife Looks Down (A very negative sign): She is not buying. Don't go for the close. Resting Hand on Hand (Positive Sign): Customer is paying attention and enjoying what you are saying. Go for the close. Tilted Head (Positive sign): He's very interested. Go for the close. Stroking Chin (Trying to make a decision): Ask him to sign order and shut up. Hand or Fingers Over Mouth While Speaking (Negative Sign): The customer is probably lying. Looking Down, Face Turned Away (Negative sign): He has not bought what you are saying. Don't go for the close. Page 79

7 Hands in Pocket (Defensive Gesture): He's afraid of you and insecure. Put him at ease by buying him coffee or a coke. Pinching Bridge of Nose (Trying to make a decision): Be quiet. The longer there is silence, the more pressure there is on him to make a decision. Rubbing Eye (Negative Sign): He's not buying what you are saying. Page 80

8 Appendix B: Methods of Prospecting A. Anniversary, birthday, Christmas card contact list B. Current customers, friends, neighbors C. Anybody who takes your money D. Bird-dogs E. Newspaper prospecting F. Mail outs, G. Cold Calls H. Orphan customers in the dealership files I. Church directories, Facebook J. Mechanics K. Insurance adjusters, wrecker drivers, attorneys L. Waitresses, waiters, dry cleaners, barbers M. Cris-cross directory of customer's neighbors N. Ministers, childcare workers, people who talk to other people every day O. Social Media - Facebook, Twitter, LinkedIn P. Social Media - Write a Blog, Article Q. Network - Realtors, Insurance Agents, Mortgage Brokers R. Join A Leads Group - BNI, Chamber, Le Tip, Etc. S. Work The Internet Sites - Autotrader.com, Craigs List, etc. Good Luck To You - Feel Free To Contact Us at (800) For More help 2000 Auto Sales Training Group. All Rights Reserved Page 81