You can say the message, yet convey the wrong meaning using poor body language. Actions speak louder than words- bring your words to life by body-building yo...
Tags: automotive, body, buice, language, marsh, More…sales, training
I tell a story in my management seminars about how years ago I asked a customer what he disliked about buying a car and he said "When the dealership holds my keys." Obviously, because of this I did not hold his keys. In the next management meeting I expressed that I wanted every salesperson to ask every customer what they did not like about buying a car and make sure to avoid that or pre position this up front. We also started giving the customers keys back and making a big deal of it. My used car managers was expressing angst over this and asked me what happens if we piss off a customer and they are leaving. If we have their keys they have to come back in. My answer was this, "So, let me get this right, we are focusing on what we should do after we piss of customers?" He and everyone else got the point. We went through every point of our process and began to change many outdated and ridiculous points of a sale. We found that we could just let them go because they no longer served us or our customers. We fall into traps of doing things because we have always done them. Critically examine everything on a constant basis.
Nothing but a big smile my friend! That's an awesome response to your team, I am extremely excited to hear that you implemented this process, you took the initiative upon yourself to give it a go.
Another aspect I like that you are doing; it's obvious you are a hands on and proactive leader who truly grasps the concept of feeling the clients out, take the temperature of the deal, makes all the difference in the world.
Anyone can get lucky and sell cars, it takes dedication, devotion and creativity to create the sale!~
You "EXCITE" me my brother, I love to see a real deal professional like yourself not only willing to think outside the box, but takes the time to master the inside of it as well.....
EXCELLENT WORK MY FRIEND....................
"KEY" Factor to your share here. The customer is looking for their keys - I have had great success in returning the customers keys immediately after the used vehicle appraisal, in fact - I recommend pointing out this process to the customer (folks - here are your keys we don't believe in holding them as you may have experienced in the past.) Often times the customer starts to boil and agitation sets in just as soon as they give up their keys, it is a high percentage they have had their keys held on them in the past, simply an easy and ethical approach to creating credibility, likability, and believability (TRUST IS ESTABLISHED AND EARNED BY ACTION, AND DEFINITELY BODY LANGUAGE AS YOU VERY WELL SHARED.)
Excellent share on the manner of delivery. How right you are, we have to discuss tough issues in the deal; it takes that special sauce of compassion, integrity and simple sense servant selling to effectively and successfully increase volume and profits - mainly to accomodate the clients needs and often times - more than the wants.
Keep em coming brother - See you on the black top!~
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