MEET AND GREET
WHAT ACRONYM SHOULD WE USE WHEN A CUSTOMER ASKS ABOUT PRICE.
D.E.A.L.S
D-DEALER OR FACTORY PROGRAMS
E-EQUIPMENT & OPTIONS
A-ADD-ONS OR ACCESSORIES (WARRANTIES)
L-LENGTH OF TIME VEHICLE HAS BEEN ON THE LOT
S-SUPPLY AND DEMAND
WHAT DOES LETTER T STAND OF IN T.H.A.N.K.S?
THANK THE CUSTOMER FOR ASKING
WHEN A CUSTOMER WALKS TO YOU THEIR FEET WILL BE WHAT?
MOVING TOWARDS YOU
WHAT GREETING IS TYPICALLY USED FOR CUSTOMER MOVING TOWARD YOU?
TRADITIONAL (PROFESSIONAL GREETING)
WHAT ACRONYM SHOULD WE USE WHEN ADDRESSING CUSTOMERS ABOUT PAYMENT?
R.A.T.E
R-RATE
A-AMOUNT FINANCED
T-TERM
E-EXTRAS
WHAT DOES LETTER H STAND OF IN T.H.A.N.K.S
HELP - LET THE CUSTOMER KNOW YOU CAN HELP WITH THEIR QUESTION OR CONCERN.
WHEN A CUSTOMER IS WILLING TO TALK TO YOU THEIR FEET WILL BE WHAT?
STATUE-FACING TOWARD YOU BUT NOT MOVING.
WHAT GREETING IS TYPICALLY USED FOR THE STATUE STANCE?
RESPECT THEIR SPACE
START THE CONVO BUT WAIT TO EXCHANGE NAMES
GIVE THE CUSTOMER TIME TO RELAX (BUILDING REPORT)
WHAT IS A PROFESSIONAL GREETING
FORMAL IMMEDIATE INTRODUCTION.
WHAT ACRONYM SHOULD YOU USE WHEN ADDRESSING A CUSTOMER ON INTEREST RATES
C.A.P
C-CREDIT HISTORY
A-AMOUNT OF FINANCE
P-PROGRAMS
WHAT DOES LETTER A STAND OF IN T.H.A.N.K.S
ADDRESS- ADDRESS THE QUESTION TO LET THEM KNOW THERE ARE SEVERAL FACTORS IN ORDER TO ANSWER THEIR QUESTION(S) CORRECTLY
WHEN A CUSTOMER WOULD RATHER NOT TALK TO YOU THEIR FEET WILL BE WHAT?
SIDE STATUE-POSITIONED WITH A SIDE OR CLOSED BODY LANGUAGE TO YOU
WHAT GREETINGS STEPS SHOULD YOU USE FOR A SIDE STATUE CUSTOMER?
RESPECT THEIR SPACE
GIVE CUSTOMER TIME TO RELAX (BUILD REPORT)
BRING UP THE COMMON OBJECTION WORDS "(LOOKING AROUND, JUST BEGINNING YOUR SEARCH)"
WHAT IS A PERSONALITY BASED GREETING
FINDING COMMON GROUND WITH CUSTOMER
WHAT ACRONYM SHOULD WE USE WHEN ADDRESSING A CUSTOMER ON AVAILABILITY?
D.O.T.S
D-DEALER NETWORK
O-OPTIONS
T-TIMING
S-SUPPLY & DEMAND
WHAT DOES LETTER N STAND OF IN T.H.A.N.K.S
NEED- NEED MORE INFO FROM THEM.
MOVING AWAY- AFTER THEY SEE YOU THEY WILL BE WALKING AWAY FROM YOU.
WHAT GREETING STEPS SHOULD YOU USED FOR A CUSTOMER WALKING AWAY?
RESPECT THEIR SPACE
GIVE CUSTOMER TIME TO RELAX (BUILD REPORT)
BRING UP THE COMMON OBJECTION WORDS "(LOOKING AROUND, JUST BEGINNING YOUR SEARCH)"
LET THEM KNOW YOU ARE THERE TO HELP BUT ALSO ASK IF THEY ARE LOOKING TO
WHAT IS A PRO-ACTIVE GREETING
THINKING LIKE THE CUSTOMER
WHAT ARE THE 5 STEPS OF BECOMING A PRO A OBJECTIONS
1.IDENTIFY THE COMMON OBJECTIONS/ISSUES
2.INTRODUCE KEYWORDS OF THE MAIN OBJECTION
3.GIVE YOURSELF PERMISSION TO COME UP WITH BAD IDEAS AND TECHNIQUES AT FIRST
4.TROUBLE SHOOT YOUR IDEA TO MAKE IT SOUND BETTER
5.PRACTICE TECHNIQUES
WHAT DOES LETTER S STAND OF IN T.H.A.N.K.S
SUMMARY- SUMMARIZE THEIR CONCERNS BACK TO THEM AND HOW YOU CAN HELP TO GET THEM BACK ON THE ROAD TO SALE.
YOU WALKING TO A CUSTOMER AND THEY ARE SIDE STATUED. YOU THINK THE CUSTOMER IS ABOUT TO SAY" I DON'T NEED YOUR HELP, IM JUST LOOKING" WHAT GREETING RESPONSE WILL YOU USE FIRST.
STOP ABOUT 2 FEET AWAY AND SAY " WELCOME TO THE DEALERSHIP. ARE YOU DOING SOME SHOPPING AND LOOKING AROUND TODAY"?
WHAT ARE THE 5 COMMON STANCES OF A CONSUMER
1.STATUE
2.SIDE STATUE
3.MOVING TOWARDS YOU
4.MOVING AWAY
5.STILL IN THE CAR