This may sound quite normal, but you’d be surprised if you know the number of salespeople trying to get an appointment from the customer in the first few minutes of the conversation or trying to get a variety of information to add customers to the CRM system. Attempting to close the conversation as quickly as possible will result in the related sales transaction to fail. Instead, answer each question and take notes to gain comprehensive insight into customer wants and needs.
Learning about the current vehicle creates a friendly relationship between the customer and the sales consultant and helps you establish a bond with the other person. You will also find out what the customer likes and dislikes about the vehicle. This is helpful when recommending the tools you have at hand.
What are the features that distinguish your dealership from other dealers? A smooth sales process? Faster transactions? Define, develop, and believe in your elevator pitch. Your customers will hear and believe in the trust and desire in your voice.
The less effort customers put in getting their questions answered or resolved, the more likely they are to work with you. According to the Harvard Business Review Study, 94% of customers who report that they complete their transactions with “little effort” in their commercial activity with a company buy products from that company again. Make it easy for customers to do business with you. Always know where you can quickly get information about the tools you have.
Most dealerships are busy places that are filled with background noise. Respect each prospect you will be seeing by finding a quieter place to talk. Ultimately, this is the basic conversation for customers who are considering an important purchase transaction, and it would not be a good impression for the prospect to think that they are called from a call center-like environment. If you are distracted or have difficulty hearing the other party, customers will understand this from your voice.
Listen twice as you speak and truly listen to the prospect. Ask questions so that he feels comfortable during the interview. If he likes a particular vehicle, ask why. Confirm and clarify what the customer is saying and take notes in that order. Don’t make customers repeat themselves. This is annoying to the caller and indicates that you are not listening to them. Keep a pen and paper with you at all times. Never rely solely on your memory.
Always ask for the best communication channel and repeat phone numbers and email addresses to make sure you get the correct information.
After answering each question and building a trust relationship, request an appointment. Suggest a few dates and leave the decision up to the lead. Help, but avoid being persistent. Once the appointment has been scheduled, send a reminder through the customer’s preferred channel. In addition, after the appointment is scheduled, you can send the prospect the location of the showroom, a video of the vehicle of interest or information including innovations.
The experience of searching for prospective leads can lead to a sale being made or to abandon the purchase. Master these ten tips I listed above to create a great customer conversation experience that will increase the number of appointments and therefore sales.
At the beginning of each day, take time to prepare for lead sales calls. Pre-preparation work can provide a great customer experience and enable you to schedule more appointments and ultimately sell more.