Good morning Dealer Elite Members,

As i visit retailers of all stripes I find an interesting problem happens again and again. Simply put it prevents the sales, service and part department from creating happy customers and generating more sales service and parts sales as well.

Here are the details:

One: No customer really cares about why a request is not possible. That of course is not to say that everything is possible, but giving them the bad news really does not make sense.

Two: Present an option for the customer that not only solves the problem but is possible. 

Three: You have no chance of success by telling a customer that can't happen. Let them know what can happen and you will be amazed how many people take you up on it.

For example if you are thousands of dollars away from a car deal does telling the customer this make any sense?

If a customer needs brakes, tires, etc and they don't agree with the price you need to think of how you can make it work for the customer. A discount, multiple payments etc.

If all else fails ask the question, what solution can you provide for that customer to solve their problem and call them back. I have done this for years, here is how it goes.

One: Mr customer, I have been speaking to my manager because I was looking for a way to solve your problem and save you some time as well. Here is the solution......

Simply put most customer will not only appreciate it they will move forward. Some won't, but remember that at least 20% of the customers you work with will never like you and in most cases won't do business with you anyway.

Focus on capturing as many of the remaining 80% as you can.

I home this helps, and make it a great day!

Ian Nethercott

Performance Coach

Proactive Dealer Solutions

Email: inethercott@me.com

Direct 604 240 7642

Office 1 877 452 2753

Web: http://www.bdcexperts.com