Road to the Sale
What type of question keeps the customer moving forward by narrowing decisions?
Either/Or Questions.
Besides the customer's name, what is the most important contact information to collect?
Phone number and email.
How many driver-assistance technologies make up Nissan Safety Shield® 360?
Six.
When meeting a customer on the lot, what should you obtain before going on a test drive?
Their driver's license.
What's the difference between a Question and an Objection?
Questions need answers.
Objections stop the sale.
Why is "Can I help you?" considered a poor opening on the lot?
Because it almost always gets the response, "I'm just looking."
Why is asking about unacceptable colors just as important as asking their favorite color?
It eliminates vehicles they would never consider and saves everyone time.
A customer frequently drives home late at night on dark country roads.
Which Safety Shield® 360 feature would provide the most benefit?
High Beam Assist.
What should always be completed after grabbing the dealer plate?
Enter the customer into the CRM and touch the desk.
What does ABC stand for when bypassing objections?
Answer
Bridge
Control
A customer says, "I already know what I want." Which Road to the Sale step should you still complete before selecting a vehicle?
Fact Finding / Qualifying.
What information about the customer's current vehicle should always be collected? (List all 5)
Year, Make, Model, Mileage, and Payoff.
A customer says,
"I commute on the interstate every day."
Name the two Safety Shield® 360 features that would be most valuable.
Blind Spot Warning
Lane Departure Warning
Name the four steps of the Walk-In Process inside the dealership.
A customer asks,
"What's your best price?"
Before answering numbers, what should you build first?
Value.
A customer says, "I've already driven one somewhere else."
What should you do before discussing numbers?
Verify this is the correct vehicle by completing your own presentation and demonstration drive.
A customer refuses to complete a Guest Sheet.
How do you explain its value?
It saves time and helps match them with the right vehicle.
Which Safety Shield® 360 feature is activated when another vehicle approaches from the side while you're reversing?
Rear Cross Traffic Alert.
Name the six steps of the On-the-Lot Process.
Which usually has the highest value?
Trade-In
Private Party
Retail
Private Party
What are the four steps of the objection handling framework?
Understand
Justify
Bridge
Close
List all 5 Categories on the Guest Sheet
Customer Info, Vehicle of Interest, Trade Info, Finance or Cash, and Timeframe
Name all six Safety Shield® 360 technologies.
What is the most important thing to do when getting a TO (Turnover)?
STFU (Stop Talking and let the manager take over the conversation.)
What is the closing question at the bottom of the Guest Sheet?
"If we find the right vehicle and the numbers make sense, would you buy a vehicle from us today?"