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A lot of salespeople tell me that they often feel like a driving instructor when they’re doing a demonstration drive, and that can make customers uncomfortable. So here’s an alternative approach that you might want to try. Drive halfway round your demonstration route. This is when I tend to do all of my talking and […]
Sometimes, they can be very insistent that they only want to know the best price you can offer them, especially if they live some distance from your showroom. “Well, sir, I take it you don’t want to waste your time or your money? I don’t blame you! I’m so confident I can get the money […]
What do you do if a customer calls about a particular car? Especially a specific used vehicle, or a ‘hero car’ where you only have a limited number of units available. This is one of my favourite hooks: “I’ve got a funny feeling one of my colleagues may have taken a deposit on it. Now, […]
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 […]
When I first started out in sales management, I used to load the guns of my salespeople with ‘bullets’ to overcome customers’ objections – before they had even come up. After I’d valued a car, for example, I would often say something to my salesperson like ‘now, remember, it’s flat red and that’s not the […]
How do you deal with customers who say, “Can you give me an idea of what my car is worth? I won’t hold you to it, just a ballpark figure.” Often you’ll get this in the first couple of minutes of the sales process, and you can’t really give them a figure at this stage. […]
There will always be someone out there who will do it for a little bit less! So if you allow them to compare your prices with other garages and fast-fits you may be fighting a losing battle. Remember you’re selling expertise – not time! That’s also what you are selling in your service department. Not […]
When you’re explaining a brake fluid change, the most common objection service advisor’s tend to get is the customer telling them they just haven’t done that many miles in their car. I thought this is a great way of getting customers to visualise why it’s so important to have the brake fluid changed. The ‘Orange […]
First, when you pick up the phone, pause, take a breath, and don’t get half of your introduction out before the phone is next to your ear. The pause tells the customer to switch their ears on. Next, at the start of the call, speak a little louder than you usually do. For two reasons. […]
“Have you found what you’re looking for”? If the customer say yes, you can then say, “Great, which one’s caught your attention?” And then, when they tell you, “What was it about the [model] that caught your attention?” They might say something like, “I like the 16-inch alloy wheels that it’s got.” “Oh, great, why’s […]