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We found that as many as 50% of the people coming to dealerships do not go through the sales process because they are lost in the very first step – the Meet and Greet. This happens when the salesperson says “can I help you?” or “What can I do for you today?” and the customer responds with, “I’m just looking.” Too many times this dialogue ends with the salesperson saying something like, “Ok, if you find anything you are interested in or have any questions let me know – I’ll be right over here.” If this happens 50% of the time and could be eliminated 100% of the time – sales can potentially double if all of the other steps of the sales process can be accomplished by that salesperson. The first thing attendees will learn is how to help the shopper shop on your lot for the purpose of continuing to move that shopper “through the sales process” in order to..
Help the customer shop smartly
Allow the salesperson and customer a chance to build rapport so that follow up and referrals can occur,
and, help turn shoppers into “Buyers” by putting everyone through the five step sales process.
MEET AND GREET
Choose a greeting that will not END with the customer shopping by themselves.
Example: “Hello, Welcome to ABC Nissan! Thanks for coming to visit us today. My name is Sam and whether you are just looking and have a few questions or you find something you like and want to take it home, I CAN DEFINITELY HELP YOU TODAY”. “Are you looking for a truck, SUV or car today?”
To keep control you have to keep asking questions.
If you use the suggested greeting provided here and the customer says “I am just looking” – Smile – Restate – your greeting starting with;
“I completely understand and that is why I said…whether you are looking and have a few questions or you find something you like and want to take it home, I CAN DEFINITELY HELP YOU TODAY.” – “Are you looking for a truck, SUV or car today?”
REMEMBER YOU ABSOLUTELY CAN. (Memorize this script for a greeting).
Mental focus in this step SMILE, SMILE, SMILE AND SMILE SOME MORE. Realize that you can help someone in any stage of their shopping experience, AND ALWAYS LOOK THE CUSTOMER IN THE EYE! You always need to have a smile on your face when meeting customers. A smile on your face will tend to get the same response from your customer. A smile will increase the opportunities of the customer liking you. A salesperson needs to make eye to eye contact with the customer in order to get their attention. NEVER WEAR SUNGLASSES WHEN MEETING A CUSTOMER! If a customer cannot see your eyes then you cannot make “CONTACT.”
THE SHOPPER – Sometimes you will be faced with the customer that insists that they are only there to shop. How do you effectively respond to this statement and bring the customer back into the SALES PROCESS without the customer becoming offended.
ROLE PLAY:
” Hello, Welcome to San Diego Nissan! Thanks for coming to visit us today. My name is Sam and whether you are just looking and have a few questions or you find something you like and want to take it home, I CAN DEFINITELY HELP YOU TODAY. Are you looking for a truck, SUV or car today?”
“We are just shopping.”
“I completely understand and that is why I said…whether you are looking and have a few questions or you find something you like and want to take it home, I CAN DEFINITELY HELP YOU TODAY.” – “Are you looking for a truck, SUV or car today?”
If customer is negative or unresponsive to your first two attempts, the customer may still say something such as:
“Like we said, we are just looking.” 2nd time.
“All I will do today is assist you in gathering information. I’m sure you have taken the time to consider what is important to you such as equipment, model, price, color, trade-in value, financing options, payments, etc. What is the most important thing to you for your next purchase? Payments, price, color, room, horsepower?
Listen – then ask…What…Why…How… to get all of the information needed. What price range or monthly payment range were you considering?
– Were you looking for a sports car, sedan, van, truck or SUV?
– What colors were you considering?
– Do you have a vehicle that you are planning on trading?
– Do you know how much you owe for your trade? To whom?
– Do you have financing pre-arranged or would you like for me to provide you financing options and information?
– How long have you been shopping?
– What other models are you considering? Have you driven them?” (Key question for selling “your” test drive,).
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