SPACE & FAB
What does SPACE stand for?
Safety, Performance, Appearance, Comfort, Economy
A salesperson asks:
"What prompted you to stop in today?"
What type of question is this?
Open-Ended
What is the purpose of the Guest Sheet?
To gather information and avoid wasting time.
What is the dealership term for the Finance Department?
The Box
What does CPO stand for?
Certified Pre-Owned
A customer says:
"We just had our second child."
Which SPACE category is most likely involved?
Safety / Comfort
A salesperson asks:
"Would you prefer a lower payment or a shorter term?"
What type of question is this?
Either/Or
A customer says:
"I need an SUV."
Is that the reason they are buying or the solution?
Solution
What is the dealership term for the Sales Tower?
The Desk
How many points are in Nissan's CPO inspection?
172
What does the B in FAB stand for?
Benefit
A salesperson asks:
"Do you need a third-row seat?"
What type of question is this?
Yes/No
What is our response when a customer says:
"We're just looking."
That's okay. Are you looking for a car, truck, or SUV?
What does TO stand for?
Turn Over
What is the CPO Powertrain Warranty?
7 Years / 100,000 Miles
A customer says:
"My vehicle keeps breaking down."
Which SPACE category is most likely involved?
Economy
Which question type is designed to uncover needs and motivation?
Open-Ended
If it's not in the CRM, it didn't ______.
Happen
What does CRM stand for?
Customer Relationship Management
What is the bumper-to-bumper warranty on a new Nissan?
3 Years / 36,000 Miles
Customers buy features.
False
Name all three question types.
Open-Ended, Either/Or, Yes/No
If a customer immediately asks:
"How much money down do I need?"
What concern might they have?
Credit concerns
What is the name of Newton Nissan's lot porter?
Big John (John Sweat)
What is the standard powertrain warranty on a new Nissan?
5 Years / 60,000 Miles