We found that up to 50% of people who walk into dealerships don’t go through the sales process because they miss the first step: the Meet and Greet. This happens when the seller says “can I help you?” or “What can I do for you today?” and the customer replies, “I’m just looking.” Many times this dialogue ends with the salesperson saying something like, “Okay, if he finds something that interests you or if he has any questions, let me know, I’ll be here.” If this happens 50% of the time and could be eliminated 100% of the time, sales can potentially double if that salesperson is able to perform all other steps in the sales process. The first thing attendees will learn is how to help the buyer buy on his lot in order to continue moving that buyer “through the sales process” to…

Help the customer to buy smart
Allow the vendor and customer the opportunity to create a report so they can be followed up and referenced.
and help turn buyers into “Buyers” by putting everyone through the five-step sales process.

WELCOME

Choose a greeting that doesn’t END with the customer buying alone.

Example: “Hello, Welcome to ABC Nissan! Thanks for stopping by today. My name is Sam and if you’re just looking and have a few questions or find something you like and want to take it home with you, I CAN DEFINITELY HELP YOU, TODAY.” “. “Are you looking for a truck, SUV or car today?”

To maintain control you have to keep asking questions.

If you use the suggested greeting provided here and the customer says “I’m just looking” – Smile – Repeat – your greeting starts with;

“I totally get it and that’s why I said…whether you’re looking and have a few questions or find something you like and want to take it home with you, I CAN DEFINITELY HELP YOU TODAY.” – “Are you looking for a truck, SUV or car today?”

REMEMBER THAT YOU ABSOLUTELY CAN. (Memorize this script for a greeting).

Mental focus on this step SMILE, SMILE, SMILE AND SMILE A LITTLE MORE. Realize that you can help someone at any stage of their shopping experience, AND ALWAYS LOOK THE CUSTOMER IN THE EYE! You should always have a smile on your face when you meet clients. A smile on your face will tend to elicit the same response from your customer. A smile will increase the chances of pleasing the customer. A salesperson needs to make eye contact with the customer to get their attention. NEVER WEAR SUNGLASSES WHEN YOU MEET A CUSTOMER! If a customer can’t see your eyes, then they can’t make “CONTACT”.

THE BUYER: Sometimes you will be confronted by the customer who insists that they are only there to buy. How do you effectively respond to this statement and get the customer back into the SALES PROCESS without the customer being offended?

ROLE PLAYING GAME:
Hello, Welcome to San Diego Nissan! Thanks for stopping by today. My name is Sam and if you’re just looking and have a few questions or find something you like and want to take it home with you, I CAN DEFINITELY HELP YOU TODAY. Looking for a truck, SUV, or car today?

“We’re just shopping.”

“I totally get it and that’s why I said…whether you’re looking and have a few questions or find something you like and want to take it home with you, I CAN DEFINITELY HELP YOU TODAY.” – “Are you looking for a truck, SUV or car today?”

If the customer is negative or doesn’t respond to their first two attempts, the customer can still say something like:

“Like we said, we’re just looking.” 2nd time

“All I’m going to do today is help you gather information. I’m sure you’ve taken the time to consider what’s important to you, like equipment, model, price, color, trade-in value, financing options, payments, etc. What is the most important thing for you in your next purchase?

Listen, then ask… What… Why… How… to get all the necessary information. What price range or monthly payment range were you considering?

– Were you looking for a sports car, sedan, station wagon, truck or SUV?
– What colors were you considering?
– Do you have a vehicle that you are planning to change?
– Do you know how much you owe for your business? Whom?
– Do you have pre-established financing or would you like me to provide you with financing options and information?
– How long have you been shopping?
– What other models are you considering? Have you driven them?” (Key question to sell “your” test drive).