BY : TechAutoCareers.com®

Sales and related occupations are among the most important occupations in the dealership. Their success in selling vehicles and services determines the success of the dealership. TechAutoCareers® usually are the first to greet customers and determine their interests through a series of questions.

Shared: From your friends TechAutoCareers.com® the online resource for the Automotive Sales Consultant

Before entering the dealership, many customers use the Internet to research and compare vehicle prices, features, and options. TechAutoCareers® then explain and demonstrate the vehicle's features in the showroom and on the road. Working closely with their customers, they negotiate the final terms and price of the sale. TechAutoCareers® must be tactful, well-groomed, and able to express themselves well. Their success in sales depends upon their ability to win the respect and trust of prospective customers.

The ability to design and give a good sales presentation will determine your success as much as any other factor. Based on more than 30 years of experience, I can say every sales presentation could use some improvement.

"During your presentation you must be careful not to overwhelm your clients with features and technology. Focus on the benefits these features mean to them as the owner and driver. Let them know which benefits are in it for them. You must get them involved in the presentation so it becomes a two way conversation."

A good presentation shows prospects that your vehicle is the best choice for them. After highlighting a feature of your vehicle that's relevant to the customer, ask a question to invite a trial close.

"What you want to know from your client is if they like it, if so go for the close."

Invite customers to talk about their needs and concerns by asking questions that elicit detailed responses. Make every question part of your needs discovery process.

Ask your questions in a conversational mode "if you ask things in a casual manner you will get a casual and unguarded response", paying close attention to the responses. Use both your eyes and ears. Watch your body language and be careful to expose only those you want exposed. While you are doing your conversation with your customer pay attention to your customers face and body language when talking. Since 55 percent of all communication is non-verbal, the lesson here is to be observant. (You should pickup a book on face and body language.)

Every successful TechAutoCareers® knows that customers prefer talking to listening. In my experience, I can say that the best TechAutoCareers® talk the least. When customers talk, you have an opportunity to discover their needs, concerns and or the problems they need help solving. Customers buy a vehicle from you not because they understand you, but because they feel you understand them.

It is absolutely amazing how many sales are lost because the salesperson fails to follow upand ask for the order at the end of the sales presentation. The best way to close a sale is to set up the closing question with the words "Do you have any questions or concerns that I haven't covered so far?"

The whole idea of relationship selling is to allow you to show customers how a vehicle will benefit them specifically, versus making a sales pitch. That means you have to discover a need each benefit will fill, or a problem it will solve, before demostrating any vehicle, so there is basis for your discussion. In order to do that, you have to engage customers in a dialogue that will enable you and them to answer that all important question: “Why does this customer need this vehicle?”

The key to needs discovery is to ask open-ended questions, rather than those that can be answered with a simple “yes” or “no.” Closed-end questions do not provide you with any new information on which to base your next question, and the conversation quickly deteriorates into an interrogation:

“Did you buy your trade-in new?”
“Yes.”

“Has it been a good car?”
“Yes.”

“Did you have any problems with it?”
“No.”

“Is any else going to be envolve in the buying process?”
“No.”

The customer’s “yes” or “no” response constantly requires you to come up with another question, and the experience becomes an exhausting ordeal for you and the customer.

Open-ended questions, on the other hand, tend to relax customers, and encourage them to expand upon their answers. More importantly, they provide you with the information you’ll need to sell more. These questions almost always include one of the six magic words when it comes to needs discovery: who, what, when, where, how and why? Customers are able to answer in their own words and ways, and constantly provide new information on which to base your next question. Always remember, the person asking the questions is the one controlling the conversation.

Easy Questions Break the Ice

When you first meet customers on the lot, after introducing yourself, you might want to ask a few easy softball questions, such as:

1. “So, who’s getting the new car?” It’s critical that you discover who the primary driver will be as soon as possible. The person who will be driving the vehicle must be able to picture himself in the vehicle and how it would benefit him.

2. “Where are you going on your first trip in your new car?” This helps determine where they might take their vehicle on a trip.

3. “What made you decide to get a new car today?” Their transportation needs may have changed, they may have had problems with their previous vehicle.

4. “What other vehicles do you own?” You need to discover if this is their primary vehicle, their only vehicle or if their other car is a company car.

To Discover Needs, Ask:

As you begin reviewing their information, your needs-discovery questions should also include:

5. “What percent of your vehicle use is for business?” If they use the car in their business, they may be able to write off part of the vehicle as a business expense.

6. “I know you have made room in the garage for your new car?” This can help in the emotional buy - in process.

7. “How far is your commute to work?” followed by “What percent of your driving is freeway?” This will help in you finding the proper vehicle for their needs.

8. “How many miles a year do you drive?” This helps to discover which way to work with your customer you may show them the advantages of a lease or if they drive to much the disavantage this will best suit their needs. This shows the customer that you are concern with their needs.

9. “Do you normally sell or trade your vehicles?” followed by “Why?” You need to know if what they’re doing today is normal, or abnormal, and their motivation for trading or selling their vehicles themselves.

10. “I see your trade-in is five years old. How long do you normally keep your vehicles?” You have to tailor your presentation to their situation. This should be followed immediately by the question you really need to know the answer to: “Really, why do you keep them that long?” There’s a big difference between someone who trades every four to five years “so they don’t have problems,” versus a customer who trades because “they just want something new.”

11. “What type of repairs did you have to do on your old car?” Always assume they had some type of repairs. If they did have a repair, don’t forget to ask “What happened?” so they can relive the hassle of that experience.

When you are at your desk you may need additional cash, Ask:

Many times, additional cash down is needed to help reduce the amount of advance or offset the negative equity in a trade-in. But you’ve got to find the cash before you can get the cash.

12. “What other cash assets do you have that you could use to repay this obligation?” You’re looking for cash-value life insurance, stocks, bonds, savings accounts, etc. — anything that can be tapped to get the down payment necessary for approval.

13. “What other cash assets do you have that would be available in an emergency?” (IRA, 401(k), college fund, etc.)

14. “What other assets do you currently own that could be readily converted into cash?”

15. “In the event we’re able to extend your first payment out 45 to 90 days, how much additional cash would that make available?” Help customers discover ways they might be able to free up additional cash for the down payment. Start with 7 days 21days up to 30 days if nessasary.

While Reviewing Credit App, Ask:

16. “What all is involved in your job?”

17. “When you’re not working, what do you do for recreation?” Maybe they like to ride motorcycles you want a conversation. Keep them entertained they are already stressed.

18. “I see we’re putting the loan in both names. Do you depend upon both incomes to meet your monthly payments?” “Yes.” “And in the event one of those incomes were to cease, what other sources of income would you have available?” “None.” You’ve just discovered they need disabilityinsurance.

19. “How soon are you expecting an increase in salary?” Insufficient capacity is the No. 1 reason a deal is rejected by lenders!

20. “Has your income increased, decreased or remained the same over the past five years?” “Really, how much was it five years ago?” This will allow you to show them they can afford this higher payment.

21. “It shows here you have three dependants. How old are your kids?” Keep it light and easy.

22. “What are their names?” You want to use the names of their children, not just “your kids” when you talk about them.

To Convert to Dealership Financing, Ask:

To convert outside bank or credit union customers to dealership financing, you must be capable of discovering why they might want or need another source of financing. Otherwise, you’re competing strictly on rate.

23. “What type of relationship do you have with Your Lending Institution?” “Oh, I do all my business with Your Lending Institutionl. I have checking, savings, another car loan, everything there.” You just discovered a need: With one of your sources, they won’t have to be concerned with financing everything at the same place!

24. “What other lending relationships do you have established?” “None.” Any financial adviser would recommend that they have more than one finance source available.

25. “Who do you deal with there at Your Lending Institution?” You need to find out whether they have a personal relationship with someone there at the bank or credit union.

26. “How long has it been since you financed a major purchase somewhere other than Your Lending Institution?” If they haven’t financed anywhere else for several years, they may need another source of credit.

“If you desperately, and I mean desperately, needed to borrow money and the credit union said no for whatever reason, where would you go?”

By letting your savings stay at your Your Lending Institution they will be right where you need them for unforeseen future expenses like emergencies,vacations.Your Lending Institution will be there even for a lucrative investment opportunity that may come along.

Find out if the client plans smaller expenses that he or she might use their savings for home vacations. They might be home improvements, or such as college, new roof, etc... sell that point. We might be able to finance you but we can't loan you money for an emergency. Sell that point.

While Confirming, Ask:

27. “What are your insurance deductibles?” In most states, GAP would pay their deductible in the event their vehicle is a total loss. If they have a $500 deductible, they may want to raise it.The savings on their insurance payment will help pay for the GAP!

28. “Have you, or anyone in your family, ever had an accident?” If so, ask them “What happened?”You want them to relive the experience so they recognize it could happen again. If they’ve never had a claim, they sure wouldn’t want to file one for road hazard.

29. “Who else will be driving the new car?” They may have some teenage drivers.

30. “What type of theft deterrent system did you get on your vehicle?” This sets up the need fortheft protection.

Closing: It is absolutely amazing how many sales are lost because the salesperson fails to follow up and ask for the order at the end of the sales conversation. The best way to close a sale is to set up the closing question with the words "Do you have any questions or concerns that I haven't covered so far?"

If the prospect says no, you can then ask for the sale: "Well, then, why don't you give it a try?" If the prospect is unsure, say "I really think this would be ideal for you, based on what you've told me. Why don't you give it a try?" You will be amazed at how many people are on the verge of buying and simply need an invitation.

P. S. Urgent if you’re looking to optimize your interpersonal skills for success order a copy of " How to Succeed in the Automotive Sales Industry " @TechAutoCareers.com. Then settle in for a satisfying read that will surely enhance your interpersonal skills for success this year, it is not just a book but a service.

If there is anything thing we can answer for you please do not hesitate to get in touch with us @TechAutoCareers.com® we are looking forward to working with you - and hopefully conversing with you. Again, thanks from I.C Collins and Tammi Collins @TechAutoCareers.com® Feel free to be yourself get to know our members on Facebook, Google+, and Linkedin.

We want to take a minute and THANK all the people that comment, like, and share our posts daily. We appreciate you all @TechAutoCareers.com

What do you think? Is this something you can benefit from or do you have a few tricks up your sleeve that are just as powerful? Make your voice heard by leaving a comment below. Don’t forget to hit the share button if you know others who will find this post useful.

I.C. Collins ~ Author, Educator, Trainer and President: Has One Simple Goal: I believe it is my mission and purpose to remind you, that you are meant to have the best life possible! You were created with intention and purpose and I am here to simply help guide you through your life’s journey.