The Ten Steps To The Sale.
Step One – Whistle on the way to work.
PAGE 4
A-2 – Come to work to work.
A-3 – Recognize and understand laws of nature.
A-4 – Control our emotions.
A-5 – Formulate a plan and stick to it.
B-1 – Manage our diet.
PAGE 5
B-2 – Don’t drink to excess and don’t do recreational drugs.
B-3 – Exercise.
B-4 – Smile in the mirror.
B-5 – Sing in the shower.
C-1 – Set daily, short term and long term goals.
C-2 – Have and use affirmations.
C-3 – Meditate.
C-4 – Read and listen to motivational and self-improvement material.
Step Two – Dress professionally.
Step Three – Professional greeting.
Step Four – Determine our customers needs.
PAGE 10
A-1 – Phrase our questions as either/or as often as we can.
B-1 – Avoid questions about our customer’s desire or ability to buy today.
PAGE 13
D-1 – Understand these four human relations basics.
D-2 – Use active listening.
D-3 – Remember how to control most any argument.
PAGE 14
D-5 – Pace our customer.
D-6 – Lead our customer.
PAGE 15
D-7 – Adjust to the four types of customer temperaments.
PAGE 16
D-8 – Employ Neuro-Linguistic Programming.
Step Five – Presentation.
PAGE 18
A-1 – Take an inventory walk.
A-2 – Land them on a vehicle in stock.
A-3 – Pull it out from the line.
A-4 – Perform a six point presentation.
A-5 – Tailor the presentation to our customer’s needs.
A-6 – Point out features and benefits.
PAGE 19
A-7 – Practice and use tie-downs.
PAGE 20
A-8 – Use our customer’s name often.
A-9 – Keep all customers involved.
A-10 – Smile and use eye contact.
A-11 – Remember this is the last step to overtly sell ourself.
Step Six – Demonstration ride.
Step Seven – Sell the store.
PAGE 24
A-1 – Walk our customer through the department.
A-2 – Introduce our customer to the service manager and writers.
A-3 – Tell our customer of any special services offered.
PAGE 25
B-1 – Walk our customer to or through the department.
B-2 – Introduce our customer to the parts manager and counterpersons.
C-1 – Tell our customer about the dealer.
Step Eight – The write-up.
PAGE 28
D-1 – Use this the most basic of all closes.
D-2 – Get the objection.
Step Nine – The commitment…price.
PAGE 29
C-2 – Call the manager and see what today’s discount is.
(Check with your manager first before using this strategy)
PAGE 30
C-3 – Present the today’s discount price.
C-4 – Get the commitment.
C-5 – Cast doubt.
C-6 – Present the second offer and get the commitment.
C-7 – Cast doubt.
C-8 – Present the third offer and get the commitment.
PAGE 31
C-9 – Cast doubt.
C-10 – Get the commitment.
Step Nine – The commitment…trade-in.
PAGE 35
A-2 – Fill out the trade information on the worksheet.
A-3 – Fill out the appraisal slip.
A-4 – Walk around the trade-in with our customer.
A-5 – Obtain a hit figure.
PAGE 36
A-6 – Present the hit figure.
A-7 – Get the commitment.
A-8 – Cast doubt.
A-9 – Present the second offer and get the commitment.
A-10 – Cast doubt.
PAGE 37
A-11 – Present the third offer and get the commitment.
A-12 – Cast doubt.
A-13 – Get the commitment.
Step Nine – The commitment…initial investment.
Step Nine – The commitment…monthly investments.
Step Ten – The close.
PAGE 48
L-1 – Bypass it.
L-2 – Listen to it if it comes up again.
L-3 – Restate the objection.
PAGE 49
L-4 – Isolate it.
L-5 – Question it.
L-6 – Answer it.
L-7 – Confirm it.
L-8 – Close.
PAGE 55
N-1 – Remember that closing is a constant process.
N-2 – Want the objections, no objections equals no sale.
N-3 – Be confident.
N-4 – Memorize scripts.
N-5 – Lighten up! Don’t change our demeanor and have fun!
N-6 – Stay calm.
Overcoming Objections.
PAGE 59
A-1 – Ignore it.
A-2 – Bypass it.
A-3 – Don’t force our customer to defend something unreal or unimportant.
B-1 – Let our customer completely express their question or concern.
PAGE 60
B-2 – Do not interrupt.
C-1 – Paraphrase our customer’s question or concern.
E-1 – Practice overcoming the most common objections often.
Follow Up.
PAGE 66
B-1 – Smile.
B-2 – Salutation.
PAGE 67
B-3 – Verification.
B-4 – Take the curse off the call.
B-5 – Introduction.
B-6 – Have one or two things we haven’t told them yet.
B-7 – Answer any questions they might have.
B-8 – Set up the time to finalize the transaction.
B-9 – Thank them and get off the phone.
PAGE 69
A-1 – We must make sure the vehicle is clean and ready for delivery.
A-2 – Reintroduce them to the service department.
A-3 – Go over the owners manual and warranty book.
A-4 – Completely redemo the vehicle.
A-5 – DO NOT ask for referrals.
A-6 – Remember to make the delivery something special.
A-7 – Have Fun!!
Thanks again for attending and remember: Practice, Practice, Practice!!