Are you using the power of Alternative Questions?

Are you using the power of Alternative Questions?

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 […]

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Do you load your Sales Peoples lips?

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 […]

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Why do customers visit your dealership?

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. […]

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Are you selling on price?

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 […]

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Every great close should start with a great opening

“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 […]

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Servicing for Free!

This might be a bit controversial but, in a way, servicing a car is free. Indeed, when someone first told me that I thought they must be mad. We’re here to make a profit after all, and part of that – a big part – comes from servicing. But think it through. If you had […]

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Have you built enough rapport with your customers?

Ask yourself a simple question. Who is doing all the talking at the start of the sales process? If it’s you, the chances are you are not getting to know the customer. You are probably spending too much time talking about the deal instead, which makes it much harder to open your customers up and […]

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When does the BEST presentation of a car happen in your dealership?

In my experience, it’s at the handover. That’s often when the customer finds out for the first time about some of the amazing things the technology in their brand new car can do for them. Why aren’t we doing this earlier on in the sales process? In fact, it’s one of the biggest things I […]

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Are you waiting for the ‘BE BACK BUS’ to arrive at your Dealership?

How do you handle customers who tell you they want to go away and think about it but will be back? Experience suggests that they rarely come back, and that you have to do everything you can to close them on the day – including getting your sales manager out to second face the customer. […]

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Could Urgency be your missing ingredient?

Customers need to feel a sense of urgency before they decide to buy. Here’s an example of the power Urgency can bring to a situation: How much would you pay for a one-litre bottle of water? Less than £1? Well, imagine you’d been lost in the desert for several days and were dying of thirst. […]

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