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Forum: Idea Exchange
Topic: Suggestions For This "Idea Exchange" area
Topic Posted by: ModeratorOrganization: Bottom Line Underwriters, Inc.
Date Posted: Sat Jun 17 22:11:04 2000
Topic Description: Do you have a suggestion, a comment, or an idea about this area? Here's where you post it!
Posted by: Ken Nix
Date posted: Thu Jul 8 11:50:29 2004
Subject: Closing booth etiquette
Message:
It amazes me how little trainging new salespeople get on booth etiquette. Maybe this will help some. I would love to hear other suggestions.
• Be still and quiet like a church mouse. If the customer asks you a question look at the closer to answer. No matter what it is. • Never interrupt the closer, even if you know for sure what he said was completely wrong. The closer may be setting the customer up for a close. If you believe something is wrong, talk to the closer at the desk on the next pass. • Giving a summary to the closer and desk can help the deal, but, be concise and brief, and give only pertinent facts. Don’t overload on info. • Paint the closer a picture on the worksheet. Spell out on the Worksheet extra options (i.e. splash guards, vtr, cross rails, etc.), color & trim (ex, exl, 2dr,4dr, 5sp, last one in stock) anything unusual that may be used to close. Same with trade (5sp, no air, neon blue, etc.) be subtle. • Complete all paperwork, including front of folder with EG#, date, your employee #, etc. • If customer asks for discount or more for the trade, look completely lost, surprised and puzzled. • Stay calm! Customers sense how you act to a pencil, if you act as if it is a stupid pencil, the customer will think it is a stupid pencil, if you act like you just seen the best deal ever….. • Customer starts to leave. STAY SEATED. DO NOT MOVE. Calmly ask the customer to give us just a couple more minutes. If you move…. They will leave. • Play the good guy. Be on their side, no, really be on their side. Move to their side of the table and become their ally. Let the closer be the bad guy. This makes it harder for them to give YOU a bad survey. It also allows you to make the last ditch effort to make the deal if they do start to leave. • Do Not Talk. If the closer asks a question and there is a long silence….DO NOT TALK! NO MATTER HOW MUCH YOU WANT TO! 1ST one who talks looses. • Body language. Look relaxed, not gripping your hands together ‘til they’re white knuckled. Look attentive, lean in slightly when the customer or closer is speaking. • Never leave your customer unless the closer tells you to. • When the closer goes to the desk, talk about something fun or about how great the car is, rebuild the ether, NEVER TALK ABOUT THE DEAL!
Following message
Bottom Line Underwriters, Inc.
Toll Free: 1-888-My Success
Fax: (503) 638-0602
P.O. Box 1218
Lake Oswego, OR 97035
E-mail: editor@bluinc.com
Copyright © 1998 by Bottom Line Underwriters, Inc.
