We found that up to 50% of people who come to dealerships don’t go through the sales process because they get lost in the first step: the meet and greet. This happens when the seller says “can I help you?” or “What can I do for you today?” and the customer replies, “I’m just looking.” Many times this dialogue ends with the salesperson saying something like, “Okay, if he finds something you’re interested in or if he has any questions, let me know, I’ll be here.” If this happens 50% of the time and could be eliminated 100% of the time, sales can potentially double if that salesperson can perform all the other steps in the sales process. The first thing attendees will learn is how to help the buyer buy on their lot in order to continue moving that buyer “through the sales process” to…

Help the customer shop smart
Give the salesperson and customer the opportunity to create a report so that follow-up and referrals can be done.
and help turn buyers into “Buyers” by putting everyone through the five-step sales process.

WELCOME

Choose a greeting that doesn’t END with the customer shopping alone.

Example: “Hi, Welcome to ABC Nissan! Thanks for coming by today. My name is Sam and if you’re just looking and have a few questions or if you find something you like and want to take home, I CAN DEFINITELY HELP YOU, TODAY “. “Are you looking for a truck, SUV or car today?”

To stay in control you have to keep asking questions.

If you use the suggested greeting provided here and the customer says “I’m just looking” – Smile – Repeat – your greeting begins with;

“I totally get it and that’s why I said…whether you’re searching and have some questions or find something you like and want to take home, I CAN DEFINITELY HELP YOU TODAY.” – “Are you looking for a truck, SUV or car today?”

REMEMBER YOU ABSOLUTELY CAN. (Memorize this script for a greeting.)

Mental focus on this step SMILE, SMILE, SMILE AND SMILE SOME MORE. Realize that you can help someone at any stage of their shopping experience, AND ALWAYS LOOK THE CUSTOMER IN THE EYES! You should always have a smile on your face when you meet clients. A smile on your face will tend to get the same response from your customer. A smile will increase the chances of pleasing the customer. A salesperson needs to make eye contact with the customer to get their attention. NEVER WEAR SUNGLASSES WHEN MEETING A CUSTOMER! If a customer can’t see your eyes, then you can’t make “CONTACT”.

THE BUYER: Sometimes you will be confronted by the customer who insists that they are only there to buy. How do you effectively respond to this statement and get the customer back into the SALES PROCESS without offending the customer?

ROLE PLAYING GAME:
” Hi, Welcome to San Diego Nissan! Thanks for coming by today. My name is Sam and if you’re just looking and have a few questions or if you find something you like and want to take home, I CAN DEFINITELY HELP YOU TODAY. Are you looking for a truck, suv or car today?

“We’re just shopping.”

“I totally get it and that’s why I said…whether you’re searching and have some questions or find something you like and want to take home, I CAN DEFINITELY HELP YOU TODAY.” – “Are you looking for a truck, SUV or car today?”

If the client is negative or doesn’t respond to your first two attempts, the client can still say something like:

“Like we said, we’re just looking.” 2nd time

“All I’m going to do today is help you gather information. I’m sure you’ve taken the time to consider what’s important to you, such as equipment, model, price, color, trade-in value, financing options, payments, etc. What is the most important thing for you in your next purchase?

Listen, then ask… What… Why… How… to get all the information you need. What price range or monthly payment range were you considering?

– Were you looking for a sports car, sedan, van, truck or SUV?
– What colors were you considering?
– Do you have a vehicle that you are planning to trade in?
– Do you know how much you owe for your trade? Whom?
– Do you have pre-established financing or would you like me to provide you with financing options and information?
– How long have you been shopping?
– What other models are you considering? Have you driven them?” (Key question for selling “your” test drive.)