The meet and greet is essential. First impressions are everything. Want people to remember your name? Wear a name tag.
Everyone here is telling you to “listen to the customer”. That’s a huge fucking line of bullshit. People here don’t have experience in auto’s/rv. Buyer’s are liars and they are going to throw every fucking objection or obstacle in the way so they won’t buy a car. It’s your job to defeat the objections. The average car buyer says “no” about a dozen times, before they will say “yes”.
People don’t just walk into your showroom and lay down, write you a check and drive off? You need to isolate the real objections, quicker, and more efficently than anyone else. Create a need and urgency. DON’T LIE.
MOST IMPORTANTLY, YOU NEED TO MAINTAIN CONTROL. Sounds to me that you’re losing control and allowing the customer to walk all over you. Nobody is going to buy shit from you.
If you are young (like i am/was) you need to go the extra step. I never had a dissatisfied customer after a sale. However, I had customers that didn’t like me throughout…and that’s most important. You wake up to make money, not friends.
First thing’s first with maintaining control. Call them by their first names. ALL THE TIME. Overuse it to the point that you’re afraid you’re overusing it, and then use it some more. The best way to show that you’re in control (sublimally) is to keep white name stickers on you. When you first meet them, say…“Joe, I’m really bad with names. Here take this (write his name on a white sticker) and put this on yourself. Thanks.” The customer is going to do it.
They hardest thing people have to grasp when it comes to dealing with customers is that most customers will do what you ask them to do. “Come with me”, “let me show you something”, “write this down”, “take this”, “look at that”…etc etc.
Don’t ask closed ended, “yes” or “no” questions. Again, customer’s on the defensive…are always going to say “no” NO MATTER WHAT YOU ASK.
“Can I help you?” vs. “How can I help you?”.
Establish rapport earlier and more quickly. Talk to someone for 30 mins, before you even mention selling anything.
Again, MAINTAIN control. Identify a need, creat urgency, fulfull that need. Also remember, there is always a “SALE”…create hype…get people involved and excited. Excited people are more likely to buy something, especially if you can make it emotional.
“What three things do you currently love about your RV? What three things do you currently hate, or wish you could change?” Again, identify buying signals and clues.
When closing deals, there are 3 things wrong with a deal when a customer says “no”. Me, the machine or the money. Sir, I wouldn’t expect you to make a decision today if you didn’t feel comfortable with any part of the process or outcome. Typically, there are three components to the decision. One of those components is me. I sure hope I’m not the problem and the reason you cannot buy an RV, today? Right?;
CUSTOMER’S WILL ALWAYS SAY “OMG, NO NO NO NO…YOU’RE GREAT”…
Then surely, it’s got to be the actual RV or the machine itself?
NO NO NO, I LOVE THE VEHICLE. (Obviously, or they wouldn’t be trying to buy it)
Oh, well than the only thing left is the money.
“…yeah”.
Well, is it the price, the payment, the down payment or trade?
Most people will immediately tell you what it is, and there is your objection. If they are hesitant and won’t scoop you a dish of info…the next phrase is going to be your strongest line you will ever use.
“Off the record…what’s the problem?” or pretty much “off the record anything”.
Using this, sincerely at the beginning of a sentence will work wonders. People actually lean forward as if to tell you a secret. You will get your objection 99% of the time.
Act casual and not frantic like you are making a big sale. Mimic their body language.
I could go on for hours.
