As an automotive sales professional, you know that every customer is different. They have different needs, preferences, goals, and personalities. How can you adapt your sales approach to match each customer and close more deals? Here are some tips to help you sell more cars to diverse customers and personalities.
Before you can persuade anyone to buy a car from you, you need to understand who they are, what they want, and why they want it. This means asking open-ended questions, listening actively, and observing their body language and tone. You want to build rapport, trust, and credibility with your customer, and show them that you care about their needs and problems. You also want to identify their personality type, such as assertive, analytical, amiable, or expressive, and adjust your communication style accordingly.
One thing i have found useful about selling to a diverse customers and personalities is knowing every custom have a unique culture and way of life. We are all shaped by our environment. In the hope to have a better sale, one must keep probing layer by layer to know what each customer want and need. By doing that they tend to reveal more and in some cases they understand themselves better. A good sale is always a win-win situation.
Be the solution to their problem, don't create more problems for them, find a appropriate rapid solution and deliver it in a way that makes sense to them.
A useful peace of advice when handling customers who are not very well known to you i.e., when you start to build your relations with them. It's best to answer most of their questions with questions, to extend your knowledge about them, their needs and their lifestyle by getting them to reveal more relevant information, and by showing interest they will open up more and you'll gain their trust.
I’d like to add being empathetic and accepting to the diversity that they offer. Take genuine interest in learning more about the different lines of thinking by listening to learn which can give you actual commentary that will be complimentary to the discussions being had. Ultimately, leading to rapport and understanding being established both ways. That is how you take an active role in getting to know your customer with diversity or anyone for that matter on a more merit filled manner. This can really strengthen your chances of closing the customer even if it’s not immediately based on what you’re able to discover about how this person operates. Despite what some people will say to you, not everyone you talk to will close on the first go.
Treat everyone equally.Whether they are a Hollywood actor,CEO of a Fortune 500 company or a gas station attendant.Do not bow down.Treat them all as if you’ve known them for years.Laugh.Know your products and enjoy your job.The sale comes automatically without pushing.
Once you have a clear picture of your customer's situation, you can present them with solutions that match their needs and goals. You want to focus on the benefits and value of the car, not just the features and price. You want to show them how the car can solve their problems, improve their lives, and fulfill their desires. You also want to use stories, testimonials, and demonstrations to make your offer more compelling and relatable.
When tailored solutions are offered to a customer it ensures him that the needs are clearly understood and the product will help him solve the purpose. It important for a salesperson to demonstrate how the different product features contribute to achieve the end goal and realize ROI.
I have written this before but having someone make it seem like that this is their idea. Your whole goal is to have the customer say "thats Right!"
Once you have a clear picture of their situation, reiterate it and clarify it to the customer/s using their name. Shows you care and listen and is your chance to get flush out any thing you missed. Sounds like you need something with more seating since your kids are growing and want something with more bells and whistles. Pay attention to what you call a want and what you call a need. Get a yes to this question. After that, know your inventory and your product. Do not go to your computer go directly to a vehicle. Use the Goldy locks method. When closing use their agreement to reiterate the car meets their needs and wants. When you have a price objection sacrifice wants to meet their price. Don’t sacrifice price to meet their wants.
Certainly, tailoring solutions to address the specific needs and goals of the customer is key in the car sales process. When presenting the car, the emphasis should be on highlighting the benefits and value it brings, going beyond mere features and pricing details. Articulating how the car can solve problems, enhance their lives, and fulfill their desires establishes a connection between the product and the customer's aspirations. To make the offer more compelling, incorporating stories, testimonials, and demonstrations adds a layer of relatability and authenticity. Sharing experiences and real-world examples enhances the customer's understanding of how the car aligns with their lifestyle and preferences.
No matter how good your offer is, you will likely face some objections from your customer. They may have doubts, concerns, or questions about the car, the price, the financing, or the dealership. You need to be prepared to handle these objections with confidence and professionalism. You need to acknowledge their feelings, empathize with their situation, and provide factual and logical answers. You also need to use positive language, avoid arguments, and ask for feedback.
Selling used to be about having the best answers. In this Information Age it’s about having the best questions. Any fact is available at anytime. Yes, answer the guest’s questions but your main job is asking discovery questions and uncovering problems they didn’t know were there. Ya don’t know what ya don’t know. Be their expert. Ask good questions.
Always avoid the question of "why"? It seems like a fair question however, it can come off as an attack on the person. Answer with what? and How? It varies on the product and situation of course. Use empathy tactics rather that forceful sales.
In my experience, handling customer objections positively is the best way to earn trust and respect for any salesperson. In today's times when all information is readily available to customers, addressing their objections is the best way to showcase your expertise in the industry. Most importantly, the body language is the critical thing that any customer observes.
Indeed, addressing customer objections with confidence and professionalism is integral in the sales process. When faced with doubts or concerns, it's crucial to acknowledge the customer's feelings, demonstrating empathy for their situation. Providing factual and logical answers helps clarify any uncertainties about the car, pricing, financing, or dealership policies. Using positive language and steering clear of arguments maintains a constructive dialogue, fostering a positive atmosphere during objection handling. Furthermore, actively seeking feedback ensures that the customer feels heard and valued. This approach not only resolves objections effectively but also reinforces the customer's confidence in the sales process.
The final step in closing a deal is to ask for the sale. You need to be assertive, but not aggressive, and use a clear and direct call to action. You want to create a sense of urgency, scarcity, or exclusivity, and highlight the benefits of buying now. You also want to use trial closes, such as asking for their opinion, preference, or agreement, to gauge their readiness and interest. If they say yes, you need to congratulate them, thank them, and finalize the paperwork. If they say no, you need to find out why, and overcome any remaining objections.
I would rather reverse engineer the sales process, as opposed to the old school method of trying to get someone to say yes, get them to say no.
The process I understand, but not the ask. I do my best not to ask for the sale. What I aim for is the person ask ME when they can buy. Policies aren't the same for everyone, and insurance should be appreciated for way longer than just the sales appointment. Unlike a product on the shelf, it's not a one-time purchase. As agents, I've noticed the goal is the more based in relationships than any other occupation I've ever had. Even working as a one-on-one assistant for patients. Choosing insurance is a highly conscious decision, born more from trust rather than necessity! It's beautiful and way more multi-faceted than I expected. Although I respect sales in general, I don't find treating them the same as rewarding.
Certainly, the closing phase is a pivotal moment in the sales process. Employing assertiveness without aggression, a clear and direct call to action is essential. Creating a sense of urgency, scarcity, or exclusivity underscores the benefits of making the purchase promptly. Integrating trial closes, such as seeking opinions, preferences, or agreements, provides insights into the customer's readiness and interest. If the response is affirmative, extending congratulations and gratitude is appropriate, followed by finalizing the necessary paperwork. In case of a negative response, it becomes crucial to understand the reasons behind it, allowing for objection resolution.
After you close a deal, you need to follow up with your customer to ensure their satisfaction, loyalty, and referrals. You need to contact them after the delivery, after a few days, and after a few weeks, to check on their experience, answer any questions, and ask for feedback. You also need to send them cards, emails, or calls on special occasions, such as birthdays, anniversaries, or holidays, to show your appreciation and maintain the relationship. You also need to ask them for referrals, reviews, and testimonials, and reward them for their support.
After you close a deal your actual relationship with the client starts. After that, he'll be looking forward to get your care and intention at all times at least until the product is delivered and his experience is started, after which you'll be his safety zone while dealing with the after sales colleagues. Keeping the client after their first purchase is a very important task for sales people that sometimes can be neglected. But it's your existing clients who will help you find your base and be able to grow in the future.
One way is use video logs with their name in the message such as the use of BombBomb. Also add a personal touch about something they talked about during the relationship building process.
Absolutely, post-deal follow-up is integral for fostering customer satisfaction, loyalty, and potential referrals. Initiating contact after the delivery and at intervals thereafter demonstrates ongoing commitment to their experience. Checking in to answer questions and solicit feedback reinforces the importance placed on their satisfaction. Additionally, acknowledging special occasions through cards, emails, or calls contributes to relationship-building and demonstrates genuine appreciation. Seeking referrals, reviews, and testimonials is a proactive way to leverage satisfied customers for business growth. Offering appropriate rewards for their support adds an extra layer of appreciation.
By knowing the product or service you sale, that's how. It will not matter the diversity of customer. If you know your product or service well enough you can match quality to their need.