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This type of question is how we build rapport. It allows for open dialogue and deeper conversations.
What is Open Ended Questions?
If your manager hasnt said hello in the beginning of the process, it is your job to let them know that a ________ is needed.
What is EMI (Early Manager Involvement)
This is a presentation of the final figures. Often the first time a customer is seeing an out the door price.
What is a Pencil?
This is what we need to do if we want our customer to return to purchase from us again after their first purchase.
What is Follow-Up?
This % of people bought because they liked, trusted, and respected their sales person
What is 71%?
This type of question is how we investigate a customer's needs.
What is Either/Or Questions?
Acknowledge, Bridge, Control
What are the ABC's of Bypassing?
This step of the process allows us to gather information in 4 important steps to complete the purchase - Price, Payment, Trade in, Cash Investment
What is a Write-Up?
This step gives our customers a tour of parts and service, letting them know where they can bring their vehicle back when it needs additional care
What is the Dealership Tour?
This % of people said they would not buy without driving the product first.
What is 99%?
When doing this, the customer's hand should be always be on top of yours allowing the customer to feel they are in a position of control.
This is the process of getting a manager when you feel that you have lost control on the lot.
What is a Lot T.O.?
"I guess my basic question is - Do you like the vehicle enough to take it home right now?"
What is the Basic Question?
Once done in finance, this is the last thing we do with the customer before they leave with their new vehicle.
What is Delivery?
Customers only care about _____% of the features.
What is 20%?
These are the three most important factors in a first impression
What is Dealership, Inventory, and People?
These are the categories in which you can indentify and present based on a customers Hot Buttons
What is S.P.A.C.E.D.?
These are the three reasons we can typically narrow down as reasons a customer would object to purchasing a vehicle today.
What is Budget, Decision, and Deal?
This is a survey sent to a customer after their purchase to gauge how their experience was at the dealership
What is CSI (Customer Satisfaction Index)?
This % of customers will buy something different than they specifically came in to see.
What is 86%?
Within 10 feet of a customer, a team member must greet them with eye contact and a smile. At 5 feet the team member must acknowledge the customer with a friendly "welcome" or verbal greeting.
What is the 10-foot and 5-foot rule?
This is the process of beginning the closing sequence based on a particular landmark on your test drive.
What is the Landmark Summary Close?
This type of close puts 5 or more actions in front of your customer in an effort to create mental ownership of the new vehicle.
What is Strive for 5?
These are typically earned after the sale is complete and are instrumental in building your book of business
This % of customers will tell salespeople they're "just looking" at the initial greeting
What is 72%?