PAGE iii
Foundational Info
80% shop online
75% of the sales process is done online
16% of cars sold in 2013 were sold without a demo
19% if the buyer was female
1/3 customers call or e-mail before showing up
21% of customers think car salespeople are trustworthy
The four things customers use to measure trustworthiness:
1) Are we easy to do business with
2) Do we have their best interests at heart
3) Are we competent in both product and process
4) Are we confident
The two most common customer fears are:
1) Being taken advantage of
2) Wasting time
PAGE 2
The Steps to Change
Unconscious Competence = Mastery
Conscious Competence = Learning
Conscious Incompetence = Awareness
Unconscious Incompetence = Ignorance
PAGE 4
If they already know what they want:
That’s a great vehicle and probably the perfect choice for you. What I’ve discovered, however, is by taking an extra minute to find out why the ______________ is your first choice, sometimes I can make suggestions that save my customers time and money and STILL satisfies each one of their needs. I can’t always do this, of course, and I may not be able to do it for you either, but may I at least try?
PAGE 7
First Impressions?
When they first pull up
When we first walk up
When we first greet them
Their last bad car buying experience
1) Our age
2) What we do for a living
3) Our level of competency
4) Whether or not to like or respect us
PAGE 8
a) Salutation
b) Introduction
c) Business Card
PAGE 10
a) Themselves
1) To suggest the right vehicle (build value)
2) To help them feel comfortable (build rapport)
b) Open Ended
c) Closed Ended
PAGE 17
a) Four Human Relations Basics
b) Active Listening
first element) Attentive Body Language
second element) Verbal Attends
third element) Leading Questions
fourth element) Restate
PAGE 18
a) Pacing
b) Leading
PAGE 19
a) Pacing Customer Temperaments or Behavioral Styles
PAGE 20
a) Neurolinguistic Programming
b) Visually
c) Auditorily
d) Kinesthetically
PAGE 22
a) Some are just knee jerk reactions or smoke screens
b) Some are simply “time outs”
c) Some are actual conditions of sale
d) All are a necessary part of the buying process
PAGE 23
a) Either ignore it or
b) Bypass it
c) Don’t try to overcome every objection as soon as we hear it
PAGE 25
a) Listen to it
b) Restate it
c) Isolate it (in a closing scenario only)
d) Question it
PAGE 26
a) Answer it
b) Confirm it
c) Close (in a closing scenario only) or
d) Carry on
PAGE 50
a) Be where you are!
If you had only a few minutes to live, who would you call?
If you only had a few minutes to live, what would you tell them?
PAGE 51
a) Use the law of “Cause and Effect”
b) Use daily work plans
PAGE 53
a) Develop and use empowering self talk
b) Control and sustain focus
c) Control our physiology
d) Use emotional anchors
e) Exercise regularly
f) Manage our diet
g) Don’t abuse alcohol or do recreational drugs
h) Smile in the mirror
PAGE 54
a) Sing in the shower
b) Use daily, long term, and short term goal setting
c) Use affirmations and visualizations
d) Meditate daily
e) Continue to learn and grow