If a customer calls about the price of, say, a new BMW X3, and we answer their question straight away, they are simply going to keep asking questions until they say thank you and goodbye. And then we’ve lost them. So instead, let’s take control by asking questions of our own – the best ones to use are what we call alternatives questions. First, we need to qualify what car the customer is interested in.
“Hi! I was wondering if you could tell me the price on a new BMW X3?”
“Sure, I’d be happy to. But do you mean brand new or a nearly new one? OK, a new one, great. Do you prefer a manual or automatic? Petrol or diesel? Darker or lighter colour?” And so on.
The colour question’s a good one because it helps to identify how far into the buying process the customer actually is.
Sign up today and make everyday a training day. Keep improving your skills and techniques. For a one-off cost of just £299 plus VAT per person get your team on the IMI Quality Approved training programme today by calling us now 01829 760679.