HARDISON’S TIPS – FEBRUARY 19 2021 – HOW SALES TRAINING CREATES A BUZZ ON THE SHOWROOM FLOOR
7. Match Your Style to Your Customer
Mirroring is a technique where the salesperson reflects the customer’s way of speaking. If you’re similar to the customer they find you likable.
Use the customer’s speaking style including volume and mannerisms. Let the customer decide how fast or slow the sales process moves.
When you mirror the customer you form an unspoken favorable connection. That rapport can help make the sale.
8. Be Patient, Not Pushy
It’s important not to come across as pushy when working with customers. Don’t be aggressive. Be patient.
Buying a car is a major decision. If you pressure someone to buy too fast, they may leave. Instead, give customers time and space. Support them by answering questions and providing options.
A good rule is to treat every customer as if they own your business. Treat them with respect. If you’re patient their car-buying experience is pleasant.
Happy customers buy cars from you again. They tell their friends and family to buy cars from you. They give good ratings on customer satisfaction surveys.
If you’re rude or demanding, people warn others to stay away from you. Being patient leads to more sales, happier customers, and referrals.
9. Dress for Success
If your company has a dress code, follow it. If it doesn’t, create your own. You want to look professional, clean, neat, and confident.
Your first impression can make or break a sale. Whether you wear business casual clothing, or a shirt and tie it should be clean and pressed.
Wear comfortable, but professional shoes. Never wear sandals or tennis shoes. Show up for work in shorts and sandals and people wonder if you know what you’re doing.
If you smoke, make sure you don’t smell like an ashtray. Don’t overuse your cologne.
Dress and behave in a professional manner. Choose pleasing, neutral colors. You want people to notice you, not your clothes.
Remember, buying a car is a major decision. Be serious about your part in the process. Bring your A game by looking and acting like a professional. The payoff is more sales and referrals.
10. Get the Details Right
Then you meet a potential customer on the car lot, make a point of remembering their name. Learn and remember the details about the car they want.
Compliment their choice of model and color. It’s an easy way to remember the info. Let the buyer know you understand what they’re saying. Treat them like a friend.
Listen to any concerns. Pay attention to price range, style, and features the customer wants. There’s nothing more annoying than feeling a salesperson isn’t paying attention.
If someone wants an SUV don’t show them a compact sports car. If a potential customer explains budget concerns, respect them. Don’t ignore their request and show them a more expensive model.
When you get the details right you build a good rapport. When you listen to customer concerns and desires, you both get what you want. The client gets the right car. You get the sale.
The bonus is you earn their trust and future business.
From his success on the sales floor of an automotive dealership to becoming a veteran trainer and then the adoption of technology for Internet-based marketing, his career has evolved to deliver the skills and tools needed to help consumers. Richie Bello combined his automotive expertise with his robust desire to “take care of the customer first” to become an automotive influencer, published author, and renowned trainer. Bello absorbed the wants and needs of consumers as he worked up the ladder of the automotive industry.
Over the thirty-five years of his career, he developed strong Internet marketing skills, leading him to developing software solutions that create ease for consumers, and helps dealers improve relationships with customers. Innovation drives success. And, for Bello, it’s in his DNA. ShopSmartAutos.com took years to come to consumers and arrived in a timely manner, during the 2020 Pandemic. With over 6 million vehicles on the site, features that help consumers deliver, finance and warranty, Bello has met the retail digital age head on.
Bello also is founder of Richie Bello Institute of Leadership and Management, a 501C3 not for profit, dedicated to the recruitment, education and employment of veterans into the automotive industry. Visit RichieBelloBlogs.com. https://www.itworld.com/article/2783373/gm-warns-dealers-about-working-with-pure-play-online-auto-sellers.html