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Have you ever noticed how some people seem to always be in the right place at the right time? And you think to yourself, “Well, they’re just lucky.”
Sure, there’s an element of luck at work – but if you don’t have the skill or the knowledge to take advantage of that luck, it doesn’t do you any good.
For example, let’s say that a customer comes into the dealership, and it’s your turn to handle that customer. You can say that that’s luck. But if he or she asks you about a certain vehicle and you aren’t prepared – luck is not on your side. Who would want to make a major purchase from, someone who is knowledgeable about their product or someone who does not answer their fact finding questions with confidence?
First impressions are everything.
When someone walks into the dealership:
- SMILE! This simple gesture says you are welcome and accepted here. Every person desires acceptance, and a smile makes them feel really welcome.
- SAY “WELCOME TO [name of dealership]” and SHAKE HANDS. This is another sign that the customer is important, you are proud of your dealership, and you are eager to assist them.
- LEAN INTO THE CUSTOMER A LITTLE AND SAY “My name is __________, and yours?”
- Do not let go of handshake till you get the customer’s full name. Remember it and jot it down! Nothing is as important to an individual as his/her name—getting that right goes a long way to establishing a sense of trust.
- Find something positive about the person and offer a SINCERE and HONEST COMPLIMENT! Maybe it’s a shirt, tie or a very attractive blouse. Maybe it’s beautiful eyes or a great smile. People are starved for feeling special. When was the last time you said something just to make someone feel good? This is the time and it will pay off!
Does he or she seem interested in having a conversation about the vehicle they are interested in? Do they want to talk about it and ask questions? Then you’ve got them talking. But if they rebuff you, and say something like, “I’m just browsing,” don’t continue trying to start a conversation, of course. That comes across as “pushy.”
Your response should be something along the lines of, “Sure – look around all you like. But if you have any questions, I’m right over there.” Make sure they know where your desk or office is if they decide that they do have questions for you!
Fran wants to thank you for reading this blog post and assist you to grow your sales and income.
(Hint) follow it and watch your income accelerate!
They will not teach you this at your dealership
You are responsible to yourself to constantly improve your sales ability
Take charge and get ahead! Be Number 1 at your dealership.