Common Sales Definitions
The action of giving a sign of welcome or recognition?
What is a greeting?
The point in the sales process when the Customer Advisor picks up the lead.
What is Test Drive Scheduled/Lead Qualified? (both are acceptable)
The process of educating yourself about the customer prior to the test drive.
What are Reviewing Customer Notes?
How you start the vehicle presentation.
What is with the customer?
Questions or statements that wrap up the process by officially asking for the sale.
What are Closing Statements?
A common acronym for key targets you should track to make the most impact on your strategic business outcomes.
What is a KPI?
The three teams customer advisors should partner with to drive improvements when necessary.
What are Hub Leadership, Recon and Centralized Sales?
The type of questions you use to identify what the customer is looking for.
What are discovery questions?
A common acronym for the page on a website that showcases a vehicle.
What is a VDP (vehicle description page)?
The step a Customer Advisor takes if during the vehicle readiness process, they discover a check engine light on.
What is take the car to recon to find out if it's a quick fix? If not - call the customer to reschedule and/or help them find another vehicle interest.
Questions that cannot be answered with a simple yes or no and instead, require the respondent to elaborate on their answer.
What are open ended questions?
The team who owns the follow up if the prospective lead test drives a vehicle and doesn't purchase OTS.
Who are Customer Advisors?
A tactic that sales professionals use to determine whether a customer is ready to close the deal.
What is a trial close?
A report detailing the car's history.
What is a Carfax report?
The act of tactfully responding to a concern by showing empathy and stating a sound rebuttal.
A conscious effort to hear, understand and retain information that's being relayed to you.
What is Active Listening?
The team responsible for contacting the customer if a lead has not been qualified prior to a test drive that is scheduled in 30 minutes.
What is a Customer Advisor?
The three types of customer personas possible at Shift.
What are Driver, Decision Maker and Influencer?
A common way to describe spending time with customers asking them questions about their financing and vehicle needs to gather information for later in the sale.
What is Planting Seeds?
The first step of a 3 step method method to handle objections that is used to gauge where a customer is at and acknowledge them?
What is Feel?
Actions or verbal cues that potential customers take to indicate they're close to making a purchase.
What is a buying signal?
The name of the sales stage that a lead is in if the customer had decided to purchase a vehicle during the follow up process - the handoff stage between Customer Advisor and the PA team.
What is Schedule a Delivery?
The place in a vehicle where the customer really starts to envision ownership
What is the driver seat?
Something you may use in order to respond to a negative customer comments such as "this vehicle has a lot of scratches."
What is an objection handling method?