Sales Process Training and Management
While watching the reactions of many customers over the years and more importantly calling customers to follow-up lost sales, I have found this one consistent statement from them.
"I wanted to find someone who could guide me through the buying process, someone I could trust."
They want someone who knows how to buy a car, knows about their own products, knows about the competition, and can be trusted to help them to make that very important decision.
The three reasons that customers say "I need to think about it." :
* You have said something that does not align with what the customer already believes.
Either you have told them something about your product or the competitor product that is not factual or what they believe to be factual.
* They did not find that your product met their perceived needs.
Usually a failure to do a quality investigation of needs, drilling down to the core needs and then making a making a presentation that provides solutions to those needs. Can also be that too much
information was given, in hope that something would touch their needs, but left the customer overwhelmed and confused.
* They did not like you, you failed to build rapport.
Again usually as a result of either a poor investigation, no investigation, or what we call "interrogation", which will negate any rapport building opportunities. Also referred to as a lack of
listening. It is difficult to listen if you are doing all the talking.
The customer buying process is Like, Listen, Believe/Trust, and then they may Buy.
Your best salesperson's selling approach will mirror this process and any failure to comply will get your salesperson the dreaded dismissal slip, "May I have you business card please?", or "I want to
think about it, I'll get back to you."
According to the latest study for J.D. Powers, we are on the right track when we train our salespeople to handle customers with proper treatment and "Customer-Centric" negotiating skills.
J.D. Power Perspective: "With new-vehicle retail sales remaining soft and manufacturers spending considerable amounts on incentives to get customers into showrooms, the value of prospects coming in
to a dealership is extremely high. Dealers cannot afford to drive away customers through poor treatment. In addition, most of the rejecters go on to purchase a different brand of vehicle, meaning
that both the individual dealer and the automaker lose out."—Jon Osborn, director of automotive research at J.D. Power and Associates
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According to Ryals and Davies,
"Adding training on the key skill of rising to the challenge – that is, overcoming customer objections on the fly, the skill that all three of the "good" salespeople excelled at – would be a smart
reallocation of training budgets."
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These are the areas that we would like to spend time with your sales staff and business managers, the basic skills of bypassing objections, handling objections on the fly and negotiation.
The training of measuring opportunities becomes important to your people only when they see value in doing so. That is our job and we are good at it!
I look forward to hearing from you soon,
Call today 519-757-7486 Andrew Munro
The sales process has been identified as the most important factor in closing ratios, CSI, repeat business, and employee satisfaction by many experts. The difference between having a manageable, measureable, useable process and letting the process be whatever comes into the minds of staff at the time, is the difference between making a huge profit with tenured staff and barely getting by with constant turnover of staff. Which would you prefer?
"Customer-Centric"
Our Approach to Selling Builds:
A partnership between the customer and the sales person
The best solution for the customers' needs
Focus on the customer and their needs
Improved employee satisfaction
Total customer satisfaction
More repeat business
Higher closing ratios
Larger gross profits
Call Today 519-757-7486 - Book a Complimentary Consultation
Many people think that a good sales person is a "fast talker", in todays selling world, the professional sales person who learns to evolve into a "great listener" will have the ability to master the "Customer-Centric" sales presentation. Mastering this technique will give the salesperson the underlying ability to influence others. Persuasion is the art of influencing others and cannot be achieved easily, or with any lasting effect, without knowing the customers' dominant buying motives and the problems they wish to solve by using your product or service.
To be successful at any sale, especially one of significant importance, we must first master discovery skills. Since learning the "Customer-Centric" approach will be rewarded with high customer satisfaction, the ability to uncover or ascertain the customers' reasons for purchase merits training.
Call Andrew at 519-757-7486
Call Today 519-757-7486 - Book a Complimentary Consultation
Our five day, in-house, program will teach your staff to deliver more cars now, with more gross, and keep all time high CSI levels. Your staff will become engaged in their work, have more confidence, and make more money, which means less turnover with higher profits.
We train sales people to:
- Build stronger rapport
- Investigate without interrogating
- How to handle price
- Build value in the vehicle
- Do "Outstanding" presentations
- Build value in the dealership
- Close more customers
- Handle incoming sales calls
- Make prospecting calls
We train managers in:
- Goal setting
- Inventory management
- Behavioural management
- Interdepartmental management
- Time management
- Forecasting and planning
- Opportunity measurement
- Building quick customer rapport
- Desking techniques
Book today.
Call Andrew at 519-757-7486
Our services at a glance:
- Understanding the value of the sales process
- Training a reliable sales process
- Training a useable measurement process
- Analysis and optimization of the measurement
- Individual performance analysis
- Internal reporting procedures
Who to contact:
TOLEDO, Ohio – According to a Maritz® Poll conducted earlier this year by the Maritz Automotive Research Group, one of the world’s leading automotive consumer research firms, 75 percent of consumers say they prefer a low retail price without incentives to a higher price with incentives. However, recent consumer buying behavior doesn't necessarily concur. Automakers who offered employee pricing incentives last summer are seeing lower sales this summer as they attempt to stick to a strategy of offering vehicles at a low retail price without customer incentives.
“It’s clear from the poll that consumers say they don’t want to play the incentives game, but their buying patterns are inconsistent with what they say,” said David Ensing, director of research and development, the Maritz Automotive Research Group. “They say they want everyday low prices; however, their behavior indicates that they have been conditioned to wait for the ‘big sale.’ There’s little urgency to buy a vehicle unless there’s a large discount.”
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