CJ AUTOMOTIVE SALES PROCESS 2: APPOINTMENT

What is an Appointment?

-?????? In this step, you set a date, time, and place to meet the customer. Most of these visits will take place in the showroom. However, there will be situations where you will meet the customer somewhere else, such as at the customer’s office.

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-?????? Making appointments can be the result of different activities done by the customer or the Sales Consultant. The customer might have inquiries via telephone or the Internet. In the case of the Sales Consultant, the appointment can be the result of Prospecting. The customer gains interest in the offer provided by the Sales Consultant and agrees to visit the dealership. In either case, the Sales Consultant should always be ready to make an Appointment in a professional manner with a standardized procedure.

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-?????? As it can be assumed that the customer who wants an appointment with the Sales Consultant has a stronger intention to buy your model than those who visit the dealership accidentally, it is very important to handle the whole appointment process professionally. A professional approach will create a positive impression of your brand as well as enable the Sales Consultant to have a better chance to close the contract.

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STEPS TO FOLLOW MAKING APPOINTMENTS

Making an Appointment

When a Sales Consultant makes an appointment with the customer to visit the dealership, he/she should act in a professional and courteous way, confirming their agreement in the following way:

The Sales Consultant should check his/her own schedule while making an appointment with the customer to make sure he/she will be able to be present at the meeting. When he/she cannot attend the meeting he/she should suggest an alternative date and time preferred by the customer.

When the appointment is made, the information should be confirmed by the sales consultant to avoid any mistakes or misunderstandings.

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After making an appointment

To share the information with colleagues, it is important to record all appointments in a log-book or online system. Customer information should also be updated in the customer information system.

Any special instruction or request made by the customer should be prepared before the actual visit.

It is advised to courteously remind the customer 1-3 days before the appointment. This can be done by the consultant or receptionist.

FACT: ?when a customer has an appointment, they have expectations. They expect that when they arrive, the Sales Consultant is there to help them. But it can be busy in dealerships and you might be talking to a visitor without an appointment. In these cases, you need to manage the situation. Here are some tips to do so:

1.? Plan customers when it is not busy

2.? Tell the customer upfront that you have an appointment

3.? When your appointment arrives immediately attend to him/her (with permission from the other customer) offer your appointment a cup of coffee and ask him/her for permission to finalize the conversation within minutes

4.? Then end the conversation with the first customer (keep it within 3 minutes)

5. Make sure that you have all data from the first customer so you can keep in touch