When you connect with people, you sell products! But how can you connect with car buyers if you don’t ask the right questions?

I’m going to serve up some questions that I am currently using with real client interactions and in my sales team classes. The goal is to be seen as a helper not a high-pressure seller, gain vehicle flexibility and lead the convo! This is my Step 1 out of 5 steps to an effective call strategy! Here we go….here are some questions to consider using as you level up now! ��

What vehicles have you been researching?

What are you comparing it to?

What are you looking for in a ________?

What attracted you to this car?

What features are important to you?

Do you like your current car? Is it missing anything important? Wished you had?

Will you be trading in a vehicle?

Is the car for traveling, work, kids?

How long do you usually own your vehicles for?

What other vehicles are you looking at? Brands?

Where are you calling from?

Do you have a timeframe?

Have you driven this car or one like it?

You can connect with people by igniting convo that custoer wants to have – car related! But, it also allows you the time to find a commonality, relate to them, tell a shared story, tell something about you that showcases your character…someone who they can trust, feel confident in and respect!

For example, you ask, “where are you calling from? I see the 214 – are you from Texas or do you live there now?

Keeping it real – most callers are from out f your market looking fr that one exact vehicle that happens to be living on your website right now! Many of my clients are only selling new cars to in market clients and if this is your case, this question becomes necessary. At same time, its a great way tot connect and start a relationship with a person! What connection do you have to their area code? State? Pop it out there and see what happens! Most people enjoy trying to relate to others so go out of your way to make it happen! Connecting with people based on features they enjoy and so do you! Yes! This is actually an easy way to connect with people. Im certain there are commonalities as to features they like and features you like too! You just have to make the convo happen. Sounds basic? It is. And sometimes basic needs to be talked about because sometimes we need to be reminded of the basics that work!

You can also connect with people based on timely information and service. We all love some amazon and jimmy johns quickness to deliver, right? So, look, think about what you appreciate in a salesperson, the personality, character, professionalism and serve that up – people will connect when they see you as genuine and sincere. Just care.

This is a topic I train and coach on all the time! Its a core foundation of client experience based selling approaches we call our core. Come join in on my weekly classes through our program called, Level up Now! Or, ask me about seeing an agenda to come up and train in your store! Click here to register for a free class! Text me on my cell 954-873-8029 to get more info! ��

Service Video – key points – jen in service dept and pointing to things – add: Service Advisors – MUST KNOW – Salespeople – = Winning Team In every service and sales team class I hold, I always give this one piece of advice…get to the know the other player on your team because we re in fact on the same team! All too often the Service Advisors and Salespeople are in conflict with one another. It really shouldn’t be this ay because each player can help the other player out and win the game together! What do you think of my advice? I would like to hear from you…text me right now 954-873- 8029.

The service walk faded in a lot of stores because of covid and in many stores its an inconsistent event. Why is it so important? Lets break it down. When a client buys a car it can be stressful, intimidating and painful or it can be pleasant, awesome and easy! Both situations impact the upcoming connectedness the client will choose with your dealership. If it was a bit unpleasant, as soon as the client meets a new face, a new dept, a new experience, it can change everything for this client…the client gets walked out to see where the Service dept is located so when they roll up first first oil change they feel comfortable and they exactly where they are going. But not only is this impactful but knowing someone before you get there is always best. Its way more comfy when you see a familiar face. So, the client is introduced to a SA at time of vehicle purchase, the SA should give off welcoming vibes and feel good feels with a smile and congrats on your new car. Imagine if our SA went extra on the client and was all – I want you to have my card with my direct #, I set you up with appointments if you don’t want to call main line, or email or text me if that’s easier. Ive worked here for 5 years and I drive <same brand> too. I’m gunna make sure I do everything to make your visits easy and informative. I man a little extra CARE is MONEY! Come on!

And if client had a feel good car buying experience then this meet and greet just further emphasizes to client that they have in fact made the right choice! This SA meet and greet is on fire if its done and done right! This is exactly how everyone involved wants their first experience with service to be! This is your 1st impression with a ew Clint who is vital to your ongoing success. Now its our job to keep em coming back! I know you feel me n this – you have to fight fr retention. And lets face it – sometimes is not a big thought during first 3 years of ownership. Yu may be thinking all under warranty work BUT this is the time to nurture this relationship so when customer pay creeps up on ya, the client literally throws the keys at you and is like I thrust what you recommend, do the work! Uh-huh…you know you know what makes your job easier so now is the tie to set it up!

OK rewind we are chatting about teaming up! Right? Yes! Lets switch it up now! You are a SP and you make a bestie or 2 or 3 or all in your service dept..hows this important? Well….the SA gets a no go on a ticket, amount is too much for client to go on with. They are about to walk – but SA is all yo, I gotta guy…you feel me on this one, right? SA hits up SP and says there’s a possible sale set up for SP to explore with client. We do not want to lose this service client. They walk out and find mom and pop they ain’t coming back. Once they go elsewhere, its tough to get em back. Once they stop servicing their car with your dept, they likely will not buy a car there either. And we need clients to keep buying cars so the service relationship stays in tact. The longer that client stays with that SA, through multiple vehicles, they build a trust in you that gets SA to #1 positions in their stores. There is seating a bigger picture to consider here when a client in service declines and is about to walk.

Getting a shot at helping a high ticketed client get into a new car is what makes dreams come true for some people and those feeling that love come back and do biz with you again Ana’s again, We are currently in unusual times where its easier than it ever has been to help clients get out of their vehicle and into a new one because of the market adjusted prices being put on trade-ins. So if dealers are paying over market value for a trade, its best SA have a SP bestie to help keep this client.

Any managers listening right now – you may be getting inspired for a little offsite team building with SP’s and SA’s. Kick off Top Gold game with a talk about, well, this episode! Haha but seriously the episode content and examples will help put emphasis and perspective on this initiative. You have the opportunity to tell why these relationships are critical to each other’s career and career path. Most people want to see the pathway to success – and this is one of many examples I will chat about to help you get to your desired outcomes. I want to hear from you – email me at jennifer@edealersolution.com.

I teach in-person classes for Service teams! Learn the other side of the coin, Service in the service Department! Plus, improve your phone skills in this class and have fun winning prizes ��! It’s interactive, fun and the knowledge necessary to be in the top 10%!

I’m talking more in depth on this conversation in my Level Up Now weekly classes and in-store live classes! Find out more by clicking here. Join a free class by registering here.

Article Written by: Jennifer Suzuki