New Consultant needs support T.O.'ing Customers "Best Practices".

I am new to auto sales and my management keep telling me that No One walks till they talk to the people. While it sounds good in theory I am having a hard time getting these customers in the door to TO them. I have tried a few different approaches and sometimes it works, but I am tired of getting chewed out for not getting my managers involved.

Any ideas or suggestionas would be helpful?

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Permalink Reply by John Fuhrman on May 24, 2011 at 4:29pm

Jon,

The difference between a professional and an amateur in the car business is simple. A professional is the one who reaches out for help while the amateur can handle it alone. Even though you are brand new to the business, you are a pro.

The reason the car business can pay so well is because, even though it's simple, it isn't easy. You have to get out of your comfort zone sometimes to achieve your objective. When training new people, I share that the greeting is the key to everything. Give a great greeting adn the customer will not resist when you offer to show them how purchases are made in your store.

Since the 1980's one greeting has worked more consitantly than other "canned" greetings. Ask the customer if they are there for the big sale. More often than not, your competition is not asking that question so you'll get a response like, "What sale?" or "I don't know." When that happens, simply put a smile on your face and tell them, "No problem, let me get you signed in and show you how it works. Fair enough?" Pause adn then start walking to the showroom saying "Follow me." You'll be amazed at how many will simply start walking with you.

When they don't follow, ask them what's wrong. Then go inside and get a manage to come out. If the manager can't get them inside, then you can tell yourself that it wasn't anything you did.

Just keep learning. This business is like poker. It takes a few minutes to explain and a lifetime to master. Don't be in a hurry. Just be open to all the great suggestions you'll get on this site.

I have other tips and articles posted here and on our training site. HTTP://WWW.THEDEALERRESOURCEGROUP.WEBS.COM.