Silent Appraisals
This question of for the dealership personnel as well as the sales trainers out there. Do you still encourage and teach your sales staffs how to perform Silent Appraisals on customer trade-ins? I have used with with plenty of success but I am learning that it has become a lost art.
Replies to This Discussion
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Permalink Reply by Steve Richards on -
My opinion, just my opinion - the sales person and prospect should visit the trade, drive the trade, and discuss the trade openly. The "silent" appraisal is better than no trade visit but it was never "art" rather it was just another retail automotive sales tactic which violated every trust-building rule.
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Permalink Reply by Bobby Compton on
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One thing that will NEVER change - A customer wants to buy a car for the least amount possible and they want the most amount for their trade. I highly suggest doing a "polite" and silent appraisal if there are dings, dents etc. A complete demonstration and walk around of the vehicle they are buying is as essential to the one they are trading. A combination of silent appraisal and a complete demonstration is the key!
I agree that selling is an art that has never been discovered for many as well as lost for others!
Outstanding Topic! B.C.
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Permalink Reply by Philip Zelinger on
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If you are referencing to the walk-a-round inspection of the trade-in with the casual "touch" of damage and the subtle questions to imply an engine problem -- without letting them know why you asked -- then yes. I usually reference it as the "Jewish Mother's Guilt" appraisal but.... If you are referencing something else -- I guess not!
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Permalink Reply by DealerELITE on
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Scott, try this: http://www.dealerelite.net/profiles/blogs/the-art-of-the-tradein
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Permalink Reply by Brian K. Martin on
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The slient trade appraisal is a lost art that our younger sales force knows nothing about. In the age of price selling, sales staff across the country have forgotten how to build value and how to respectfully de-value a customers trade. Dealer Management Group still believes in the silent trade apprasial, and it is a part of our sales training.
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Permalink Reply by Mark Lewis on
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The "silent appraisal" is something we train every day under the Cardone process. When the sales professional begins with the customers car right after the greet, there are 3 major accomplishments achieved in a short 5-10 minutes.... 1) a profile of a customers past (history repeats itself) 2) early rapport 3) the trade confession (through the silent appraisal). The only way to take the "my car is in excellent condition" out of the negotiation 20 minutes later is to see the car together early on. If the sales professional conducts a true silent appraisal, then he/she can justify trade value by reminding the customer of their "confession" a few minutes earlier. It's pretty hard for a customer to object to their own words!
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Permalink Reply by Philip Zelinger on
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That's what I thought. Grant Cardone has a very tried and true process which I have studied and taught many times and yes -- it still works.
Mark Lewis said:The "silent appraisal" is something we train every day under the Cardone process. When the sales professional begins with the customers car right after the greet, there are 3 major accomplishments achieved in a short 5-10 minutes.... 1) a profile of a customers past (history repeats itself) 2) early rapport 3) the trade confession (through the silent appraisal). The only way to take the "my car is in excellent condition" out of the negotiation 20 minutes later is to see the car together early on. If the sales professional conducts a true silent appraisal, then he/she can justify trade value by reminding the customer of their "confession" a few minutes earlier. It's pretty hard for a customer to object to their own words!
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Permalink Reply by David Simpson on
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We call it the "silent" appraisal because the key is to get the customer talking about their vehicle in the way we talked about ours. We want to hear about experiences, likes and dislikes, etc...so that we can create value in that familiarity with our vehicle and value and credibility in ourselves. The 3 most important words in a sales person's vocabulary, "You told me..."
When I present an offer to purchase I want to be able to say, "Remember you told me that your vehicle..."
It's not an attempt to deceive, it is called the "Silent" appraisal because as sales people we have to remember that the smartest person in a sales conversation is the customer and if we ask the right questions and slow down and listen the customer will tell us how they want to buy/be sold.
Whether at the beginning, middle or end of the process taking the customer out to their vehicle for an "interactive appraisal" is a great way to educate yourself and continue to show that you care about making the customer the deal that they are looking for.
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Who's going to make a quick video of an example of the "silent walk-around"? Just break out your cell phone and make it happen!! Let's see one!! Who will it be?
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Permalink Reply by Steve Richards on
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David, I like your definition-it makes sense. That type of "silent" is professional.
David Simpson said:We call it the "silent" appraisal because the key is to get the customer talking about their vehicle in the way we talked about ours. We want to hear about experiences, likes and dislikes, etc...so that we can create value in that familiarity with our vehicle and value and credibility in ourselves. The 3 most important words in a sales person's vocabulary, "You told me..."
When I present an offer to purchase I want to be able to say, "Remember you told me that your vehicle..."
It's not an attempt to deceive, it is called the "Silent" appraisal because as sales people we have to remember that the smartest person in a sales conversation is the customer and if we ask the right questions and slow down and listen the customer will tell us how they want to buy/be sold.
Whether at the beginning, middle or end of the process taking the customer out to their vehicle for an "interactive appraisal" is a great way to educate yourself and continue to show that you care about making the customer the deal that they are looking for.
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Permalink Reply by Jim Sweitzer on
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Not only should they do the "silent" trade walk around, they should ask the question, "If you were putting your grandmother in this car to take a trip, what would you do to get it ready?" It's a good way to get a verbal consession regarding the need for maintenance.
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Permalink Reply by David Simpson on
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Awesome!
Jim Sweitzer said:Not only should they do the "silent" trade walk around, they should ask the question, "If you were putting your grandmother in this car to take a trip, what would you do to get it ready?" It's a good way to get a verbal consession regarding the need for maintenance.
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