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Foundational Info
90% shop online
75% of the sales process is done online
1/3 customers call or e-mail before showing up
22% 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
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The Steps to Change
Unconscious Competence = Mastery
Conscious Competence = Learning
Conscious Incompetence = Awareness
Unconscious Incompetence = Ignorance
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First Impressions?
When they first pull up
When we first walk up
When we first greet them
Their last bad car buying experience
The 4 things people determine when first meeting us
1) Our age
2) What we do for a living
3) Our level of competency
4) Whether or not to like or respect us
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The 6 Universal Psychological Influencers
Authority
Consensus
Scarcity
Reciprocity
Consistency
Liking
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The important interest all people have in common with each other
a) Themselves
Why we determine our customer’s needs
1) To suggest the right vehicle (build value)
2) To help them feel comfortable (build rapport)
The 2 basic types of questions
b) Open Ended
c) Closed Ended
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a) Four Human Relations Basics
b) Active Listening
first element) Attentive Body Language
second element) Verbal Attends
third element) Leading Questions
fourth element) Restate
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a) Pacing
b) Leading
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a) Pacing Customer Temperaments or Behavioral Styles
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a) Neurolinguistic Programming
b) Visually
c) Auditorily
d) Kinesthetically
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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
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a) Either ignore it or
b) Bypass it
c) Don’t try to overcome every objection as soon as we hear it
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a) Listen to it
b) Restate it
c) Isolate it (in a closing scenario only)
d) Question it
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a) Answer it
b) Confirm it
c) Close (in a closing scenario only) or
d) Carry on
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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?
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a) Use the law of “Cause and Effect”
b) Use daily work plans
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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
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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