Closing A New Or Used Car Sale
There are several important factors to take into consideration when closing a sale with a customer who is purchasing a new or used vehicle. I believe that the close of the sale is the most crucial time of the sale that can make or break a transaction. However, your first approach with the customer is equally important and could very well be the begining of the end.
Once you have gathered your customers needs and determined what type of vehicle best suits them, the beginning of the test drive is also an important time that will eventually lead to the close of the transaction. When preparing for a test drive, have the customer sit in the passenger seat and the rear passenger area if applicable to husband and wife or family shoppers. Once the customer has sat in the appropriate passenger area, politely close the door and then get into the drivers seat. Once you have pulled onto the roadway, explain the vehicles performance and try to capitalize on areas that the customer is interested in.
After you reach the pre ordained distance from the dealership, pull into a parking lot or safe area and let the customer take the wheel! This is a very important point in the possible sale, make sure to point out and allow the customer to experience as many of the features of the vehicle as possible, paying special attention to those they most desired.
Upon arrival at the dealership, have the customer pull into a location that is designated for customer delivery. This will give them a greater sense of ownership of the vehicle and make them feel closer to the transaction being complete. This method will continue to build excitement about buying the vehicle and again continues to increase the sense of ownership. When parking the vehicle back at the original parking space, the customer feels a sense of uncertainty about the transaction going through and also gives them an opportunity to stop the transaction right then and there if they are not comfortable or having second thoughts.
Upon re entering the showroom, escort your customer as you would a revered member of your family! You want them to feel they are the most important person in the room. Offer them comfort and refreshment, if the process takes longer than they expect, keeping them content is of utter importance! Try your best to not stay away long if you must walk away, leaving less time for second thoughts on their part.
Make sure you have all important papers in order before sitting down with the customer to discuss the details of the sale. Your organized professional appearance can set them at ease with the knowledge that they are truly dealing with a pro! Try to make them feel as though you are truly on their side in negotiations, you want them to have confidence in your friendship.
When making notations of numbers while speaking with your sales manager, make sure to keep it legible! This customer deserves your taking enough time in the process to keep things neat.If your penmanship is sloppy, they may feel as though they will get a sloppy deal.
When receiving figures from your sales manager during closing negotiations, such as trade-in values or down payments, always give yourself a buffer zone from what you were quoted by management. For example if your sales manager tells you that he will give $4,000 for their trade, state to the customer that you will give them $3,000. This gives you more room to work, in the event that the customer will not budge. This can also be applied to down payments. If your sales manager quotes a down payment of $3,000, tell the customer that you need $4,000 or $3,500. This will again offer you a buffer zone and increase your profit chances on the final sale. Never make the fatal mistake of pressuring, bullying or verbally controlling the customer. For many strong willed or hard headed customers, this will be the beginning of the end of the sale.
Filed under: Training