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by Dealership University
Step 1: The Welcome
The
first step to the sale is to make the customer feel
welcome. This may seem obvious yet it’s amazing just how
many small details should be considered when welcoming a
customer into the dealership.
First Impressions -
Did you know that a customer will form their impression
of you within 30 seconds? Here is the breakdown for how
our initial image is perceived.
 55%
is communicated by appearance and body language
38%
is communicated by our voice tone and inflection
7% is communicated by the words we say
Closed Ended Questions-
Never use closed ended questions when welcoming
customers into the dealership. A closed ended question
is defined as a question that can be answered with a
short yes or no. For example:
“Can I help you?” is a closed ended question.
Once the customer says, “No,
just looking.”, you have limited your ability
to move toward developing rapport and making the
presentation. Instead, after welcoming the customer
into the dealership start with an either or question.
Either Or Questions -
So
are you looking for a 2 wheel drive, or 4 wheel drive
ATV? Are you looking for a cruiser or a touring bike
today? ‘Either Or Questions’ are a great way to take
control over the conversation, and prevent the customer
from saying “no just looking.” Once they answer your
initial ‘either or question’ then move to another
‘either or question’. “So you are looking for a 4 wheel
drive; do you like the red or the green?”
Open
Ended Questions-
Open ended questions are defined as questions that
cannot be answered with a yes or no. Open ended
questions are designed to get the customer talking.
After two or three good ‘either or questions’ then you
can move to some open ended questions “OK great, a 4
wheel drive sounds like exactly what you need to work on
the farm. What kind of riding do you plan on doing on
this 4 x 4?”
In
addition to the types of questions we ask during ‘The
Welcome’ enthusiasm is crucial. Body language,
voice tone and inflection as well as sincerity and
passion for the sport are all critical components of
enthusiasm.
Stick
with the basics and follow these details and watch your
sales soar!
Click Here to Sign up for Step One ‘The Welcome’
and learn this and much, much more.
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