Some advice for dealing with irate customers

Building trust with honesty and relaibility

How Important are customer relations in HVAC service?

Some Things Your Car Dealer Should Tell You

Some of the resources for people considering purchasing a car still warn us that there are Things Your Car Dealer Won't Tell You.

1. Expensive add-on options
2. the old "trade-in trick"
3. Make sure you are armed and educated
4. how many times they go back and forth to their manager
5. question extended warranties
6. ads that promise amazing trade-in value for your clunker
7. Asking you to step inside to their office
8. Looking to get a great price with minimal haggling
9. How do you negotiate the best price with no hidden fees
10. Wow, that car is advertised at the unbelievable price

These things are often present because of the erroneous idea that techniques which contain deception and exert pressure are necessary to close the deal. Searching for evidence that the person presenting the car to you is an automotive consultant who desires the best solution for your automotive and transportation needs may be the best preparation for auto purchase. The sales person who is being efficient in solving your problem will move through these four steps and not waste time with "tricks" which might loose the deal you agree meets your needs.


1. Build a relationship with your customer.   
2. Build confidence in the price
3. Decision Makers must be present
4. Exact vehicle selection

  

What do sales and sports have in common?

To be the best you need to practice the basics. Start a discussion of “the meet and greet”. 

Salespersons who  properly and professionally greet customers attain maximum success.

Tweet @davmacit ( @davmacit ) to share how you are experiencing the “the meet and greet” right now! 

We may be able to help you make this important step more successful for the customer and the salesperson.

What if Salespeople and Customers followed the same script

There are times when the sales process seems to be heading in the wrong direction. The frustration that is created when the goal of satisfying the customer is forgotten means wasted time for all concerned.

Kimberly MacPherson, one of the first female automotive sales professionals in Canada, began her professional career in 1996. Through sales training seminars, she has advised auto sales people to:

1. Build a relationship with your customer.  If they like you, they trust you. If they trust you then they will buy from you.  If you have the car they want at the price they want, but they don’t like you, they will buy it from someone else. 

2.  Build confidence in the price.  If you properly interview your customer to assess what their needs are from vehicle type to financing and trade details, then, when you show them vehicles that match their needs and because of your confidence in the price, the customer will feel confident they are getting a fair deal. 

3. Decision Makers must be present, if you think you are selling a car without the husband or wife’s approval you are mistaken.  The car is not sold until the financing is approved the paperwork is signed and the car is delivered. Simply asking your customer during the interview if there is anyone else involved in the selection process will save you a lot of time and money.  The test drive is a good place to create an opportunity for your customer to go and show the other decision maker.    

4. Exact vehicle selection, if your customer is not leaving in a car today, they have at least selected one car in your inventory that would work best for them if they were buying today.  There is no since pricing multiple cars. Ask your customer, “if price was not a factor what one would you choose?”

• Take this list with you when you go to buy a car.
• Use this list to track your progress in selling the vehicle if you are a salesperson. 

As you work this script and need some assistance or clarification send a tweet to @davmacit and you will get some Customer and/or Salesperson Advice.