+ All Categories
Home > Documents > Successful Selling

Successful Selling

Date post: 22-Jan-2015
Category:
Upload: thomas-ieracitano
View: 896 times
Download: 0 times
Share this document with a friend
Description:
Successful Selling by David J Long
52
A guide to forming lasting customer relationships as well as earning the income you always dreamed of. By: David J. Long
Transcript
  • 1. A guide to forming lasting customer relationships as well as earning the income you always dreamed of.By: David J. Long

2. My career as a leader completely depends upon my constant thought of others and how I can meet their needs so they will stretch and grow in orderto realize their maximum potential.-David J. Long 3. David J. LongCareer Highlights Salesperson of the Year at one of the countries number one volume dealerships.Sales Trainer for one of Forbes Fortune One-Hundred companies.Credited with leading one of the countries Fortune One-Hundred companies to the most improved dealer in the United States. Five-time winner of the Cadillac Master Dealer Award.Most improved sales, profit, and customer satisfaction dealer in allof AutoNation in 2000 and again in 2002. 1 of 20 General Managers selected for the General Manager Success Profile Program.Three time Mark of Excellence Award winner.Presidents Award winner.Recognized amongst the top three in the country in the Standards For Excellence Program.Number one Customer Satisfaction Index dealership in sales and service for Cadillac Motor Division in 2001. AutoNations most improved retailer in 1999 Advanced from sixty-third to fourth place in Pontiac sales in the Southeast in one year.1 4. Table Of ContentsAbout The Author...1Foreword..3Preface...4Essence Of Innovation5Overview..6Sales Managers7Sales Associates..19Follow Up....37Common Concerns....41Quotes..44Testimonials46Final Thoughts47 2 5. FOREWARDThis book will not only take the experienced sales or managerial person to the next level, it isalso vital to the new salesperson coming in tolearn truly the right way to sell in todaysautomobile business. David is a true pioneer and I highly recommend his book to everyperson at every level in the industry.-Anthony Ferdinand *Past President of Ferdinands Auto Sales Inc.*Owner of 2 dealerships3 6. PREFACEIt is my sincere intent that every sales professional that is introduced to this book willbenefit fundamentally and financially in their sales career. My experience in every level of the car business, from detailer to owner, has shownme that there are some basic skills that when mastered, will lead to a highly profitable career. Selling is a science that is learned, not inherited.By learning the steps in this process, you will revolutionize an industry that has typicallybeen viewed with negativity. You can sellhonestly, with integrity, and make money doing it!-David J. Long 4 7. Essence Of Innovation Everything that can be invented already has been.This statement was released in 1899 by the UnitedStates Patent Office. If these experts ran the world, we would still be sitting in the dark. It is our responsibility to shatter outdated thinking and explorethe realm of the untested; it is here that breakthroughopportunities are waiting to be discovered. Every successful person I have ever met fully understandsthat in order to do anything exceptional, first you mustmaster the basics. If you have not yet accomplished all youhad hoped, here is HOW you can.HONEST- be rigorously honest with yourself about your current skill level. OPEN-MINDED- be open minded enough to consider new ideas and thoughts. WILLING- be willing to work at your own pace to improve yourself daily. Concentrate on what needs to be changed in you as opposed to how everything else needs to change.5 8. OverviewWhat you are about to read will revolutionize theautomobile industry. It is an in-depth look at how top- performing dealerships maintain high sales volumes whilemaximizing profits. At the same time, it is a customer- oriented process. It keeps the customers wants and needs as a top priority.To succeed in the current sales industry, it is imperative thatsalespeople and sales managers are willing to provide asmuch information as possible. Todays new age buyerrequires a new age sales professional. This guide will take you step-by-step from the initial handshake, to following up with the buyer a year after theypurchase, all with an honest, straightforward approach. Inaddition, this guide includes responses to some of the toughest objections a customer might have.No matter what your circumstances are, whether you are aseasoned professional, or a salesperson on their first day, there is no doubt you can learn and grow by mastering the skills found in this book. 6 9. Selling ProcessFor Sales Managers Would YOU buy from YOU? 7 10. 1.) Know your sales associates strengths and weaknesses:a. By tracking Demo %, T.O.%, closing %, be-back numbers, and gross for every sales associate, you greatly increase your chances of being an effective manager.2.) Traffic Controla. Lot and showroom coverage are a couple of the most important aspects of sales management.3.) Early Manager Introduction (E.M.I.)a. Every customer should be greeted by a manager within the first five to ten minutes of arrival:i. Welcome to (Dealership Name). My name is __________ and I am the sales manager. Your name is ________?ii. Write the name down or be sure to remember it and use it often. iii. Youre in great hands with (Sales associates name). iv. Build brief rapport. Where are you from? How long in the area? Etc 8 11. v. Here is what you can expect from us today: once (Sales associates name) helps you select the right vehicle, we will provide you with a price on our vehicle, a value on yours, along with estimates on down payments, monthly payments, and even interest rates. Fair enough? vi. Oh, and as I prepare this information for you, what is most important for you to accomplish today? *If the customer says anything about Just wanting to get financed go straight to the customer statement. (Credit Application)b. The main reason for early involvement is so that the customer realizes how important they are to us and that we are extremely interested in making their overall experience pleasant.COMPLETELY SATISFIED IS OUR GOALc. Even though this early involvement will be brief, the benefits will be tremendous:i. If the associate is not able to get a commitment, your friendly, familiar face, in most cases, can commit them. 9 12. ii. Closing the deal, or getting the bump will be much, much easier when youve already had some type of genuine connection. iii. doing information overload will be more effective. iv. If you need to range them, its believable. v. If you have a C.S.I. issue, resolving it is MUCH easier than with someone youve never met.4.) Monitor a. Pay close attention to the associate andcustomers body language:i. Dont ignore the elephant in the room! When you notice indifference, pop in and redirect. ii. Getting involved too early is always better than too late. iii. This is another area where knowing your associates strengths and weaknesses will help. iv. Its also important to pay attention to your associates emotional state. If they are not on top of their game, you will need to be more involved.10 13. 5.) Take the temperature a. After the demo drive and feature benefitpresentation, if the associate is on track, thecustomer will be seated.i. This is the perfect time to stick your head in and make sure all the customers needs are being met. ii. Ask some closing questions to make sure thedeal is on track. How did you like the way thecar drove? (confirm the testdrive) Is there anything you wouldadd or delete from the vehicle ifyou could? (their response willlet you know if you haveselected the right vehicle.)6.) Setting up the deal a. Having the right frame of mind is vitallyimportant. 11 14. i. Physical and emotional availability is mandatory.ii. Be sure the last deal or two hasnt fouled up your head.b. Dont let the salesperson convince you that they know the customers intentions. You never know what kind of day they are having, or if his/her head is in the game.c. How often have we believed the salesperson when they told us Weve got nothing here In many cases, a poor meet and greet, no demo drive, along with little or no enthusiasm, is what the customer experienced. If we shuffle out, card in hand, and thank them for coming in, what have we accomplished? Not much! Inject enthusiasm and redirect the visit.7.) Taking the Turn Overa. Taking the T.O. is not to thank the customer for coming in. (E.M.I. did that)b. Having the customer Turned Over is to 12 15. establish why they are not able to make a buying decision today. Then, overcoming all of the customers objections is our goal.c. Use the objection staircase: i. Take the objection and ask, Obviously you have a reason for saying that, do you mind if I ask what that is? ii. Isolate the objection and ask, Other than______, is there anything else? *If you are able to have the customeragree to do business now, go to Step 10 inthe process. *With a non-committed customer,perform information overload.8.) Information overloadThe point of information overload is to turn a shopper into a buyer, not to prepare them to shop. a. Obtain the invoice and a vehicle incentivesheet from the desk. (new car) b. Review the invoice with the customer. 13 16. Explain what the holdback is and show them our actual cost. (new car) c. Show them all of the available incentives on thevehicle theyre interested in. *Once you have thoroughly reviewed all theinformation with the customer, take a halftime. Halftime Word track: 1.) Is there any other information you wouldlike to have before we wrap this up?(Wait for the customer to respond)2.) Now that you have all the information you need to make a well-informed decision, do you think you can accelerate your decision and move forward? *If you cannot get a commitment, be sure to givethem an exit package every time.14 17. 9.) Exit package a. An exit package will include: i.) A copy of the actual invoice (new car) ii.) A price guarantee iii.) A range on the trade *This is a last attempt/ worst-case scenario. *These items will make it so that the customer HAS to come back. (Think about it. The customer has receivedMORE information and courtesy than they willreceive anywhere else.) 15 18. 10.) Starting the deal A deal should only be started when ALL the steps arecompleted. If anything is unfinished, we have to sendthe associate back. Also, you MUST have a firm commitment.a. If you know your associates well, it will be easy to tell if they have a sincere commitment.b. If you are not 100% sure about the commitment, go in and firm it up.11.) Penciling the deala. Prepare a worksheet to start the deal.b. We need to quickly role-play with the associate before they go back to the customer. i. Its not always what they say, but how they say it. Its your job to fire them up! ii. Make sure they appear to be confident.If they cannot say it to you, they will never be able topull it off with a customer.16 19. 12.) Maintaining Profita. Obviously, some associates will be better at maintaining profit than others. Remember however, it is the job of the desk to hold gross.13.) Second pencil a. It is imperative that you make sure your associate maintains control.b. Some customers will allow five or six pencils, some will only stand for one.c. It is important to pay close attention to the interaction between the associate and the customer whenever possible.14.) Final Turn Over (T.O.) a. After negotiating with the associate, the customer may be starting to get worn out, or losing patience. b. The first word track you use will most often make or break the deal. *Suggestion: Mr. and Mrs. ____ , thank17 20. you for being so patient. I really believe if youallow me to, I can help things move along veryquickly.1. It is important that they know you are a decision maker, and be sure to give them hope for gain.2. Have the associate stay with you and the customer when negotiating. It would be best if they do not speak unless you ask them a question.3. Negotiate with confidence!a. After you have received an offer from the customer, be sure to receive a partial payment and authorization. (Customer signs the offer)If no deal is made, be sure not to let the customer leave without an exit package.18 21. Sales Process For Sales Associates Information based selling is really what works best. Stop withholding information. Lets change the industry one deal at a time!David J. Long 19 22. 1.) Know Your Own Strengths and Weaknessesa. Track your guests taken, appointments set, appointments shown, demo drives, write-up situations, and sales. This will help you know your strong and weak areas. Then practice on your weaknesses, and continue to work on developing your strengths.2.) Meet and Greeta. Good morning/afternoon! Welcome to (Name of Dealership). My name is _______, and you are?b. Are you here to see anyone in particular? (no)c. Good! What great things are happening in your life today?d. Use the 5 minutes inside will save 30 minutes outside word track:If you will give me five minutes inside, Imsure we can save at least thirty minutesoutside by narrowing down our selection. 20 23. 3.) Build Rapport a. Once inside, spend some time talking about anything but cars. 1.) Suggestions include; family, location,weather, or occupation.4.) Needs Analysis/ E.M.I. a. Ask high quality questions. Each question has reasoning behind it. b. First, get their name, address and the two best phone numbers to reach them at. c. Then, ask questions to better diagnose the customers needs. Remember: Even though a customer may tell you Ijust want that car over there. A doctor doesnt justcome into the office and ask you what medicine you need.He asks questions and identifies what your needs are. d. Examples of questions to ask: 1.) What brought you in today? (Price in paper? Used car ad? Internet price?) 2.) Vehicle of interest? (What they think21 24. they need)3.) Must have options? (Things they really need)4.) Buying Motivators? (Safety, Comfort/Convenience, Performance, Styling, Size, Economy) (These are the hot buttons you will uselater)5.) Colors: Light or Dark? (Dont limit yourself to one or two colors)6.) Current vehicle/miles?7.) Are they trading it in? (You want to know this before you work a deal)8.) Likes/Dislikes?9.) What current vehicle is used for? (5 miles to work, or hauling heavy equipment)10.) Are you currently making payments? (yes)No matter what they say their payment is,22 25. you say: Howd you get them so low? They might say something like, Youthink thats low? Well, Ive seen people come in paying a lotmore money for a lot less car. 11.) Who are you making those paymentsto? 12.) When is your next payment due?13.) What would you like to accomplish today? (Their intent)e. Sales manager then performs E.M.I. (Early Manager Introduction). Salesperson introduces manager and creates a buying environment.5.) Select the Right Vehiclea. Select a vehicle that best suits the customers wants and needs. If you are unsure, consult your manager before selecting a vehicle.* Two heads are better than one! A view from outside the situation may provide the best solution.*When you leave to select the vehicle, tell the23 26. customer exactly where you are going and anestimate of when you will be back. * Now go out to the lot and pull up the vehicle. a. With the climate control running, park thecar with the passenger side to the dealership.Try to park in a shaded area or close to anexit. b. Go in and get the customer. Always say, Ihave something exciting to show you, follow me!6.) Tour Dealership a. While walking out, sell the dealership bysuccess stories of the sales, service andparts department.1.) Examples: Presidents Award Winner, Award Winning Sales Department, Award Winning Service Department, CSI Awards, etc b. Introduce to other employees that you 24 27. pass, or at least say hello as your passing by other associates or customers.c. Use key materials that set you and your brand apart from the rest of the competition.1.) Number of stores you have.2.) Number of years in business.3.) Family/Publicly owned.4.) Anything you feel proud aboutthat would ultimately benefit thecustomer. 7.) First Trial Close1. When you arrive at the selection, ask Visually, is this everything you were hoping your next car would be? a. With a yes move to the next step.25 28. b. With a no/maybe, ask, Obviously, you have a reason for saying that, do you25 mind if I ask you what that is? Overcome the objection and move forward or select a new car.8.) Vehicle Tailored Presentationa. Describe the features, benefits, and real benefits to the customer.Example:1.) Feature: Anti-Lock Brakes 2.) Benefit: Allows better handling duringemergency braking situations by allowing thedriver to slam on the brake pedal and have the carautomatically pulsate the brakes. This keeps thecar from losing control by skidding. 3.) Real Benefit (story): Imagine you aredriving in a rainstorm, suddenly a deerruns out in front of you and you have toslam on the brakes. Wouldnt it be nice toknow you wont have to worry aboutpumping the brakes, because the car will 26 29. do that for you. Also, you will not lose theability to steer the vehicle away fromhitting the deer! b. Be sure to specifically address the customers wants and needs. If the customer is mainly concerned with performance, you dont need to spend as much time talking about comfort. The customer is only listening to what they want to hear. c. Remember though, to generally discuss many of the other features the car has. Dont limit yourself to just the hot buttons. d. Be sure to have the customer involved in the presentation by asking them questions, such as: Can you see the value in that?9.) Demo Drive/ Trial Close a. End the presentation with the customers inside the car. You should be in the drivers seat. The primary driver sits in the back seat and the non-primary driver in the front passenger seat. Explain the interior features, benefits, and real 27 30. benefits. Then, drive off the lot. b. Switch drivers at the first designatedstop (off the lot). The non-primarydriver should drive first and theprimary driver should be in thepassenger seat. Adjust the seat andmirrors to ensure that he/she iscomfortable. c.It is imperative that the non-primarydriver drives the vehicle. This is so thatit cannot be used against you in aclosing situation.2.) Example: The wife drives the car, but when it comes the close, the wife asks the husband, What do you think? He then says: I dont know, I never drove the vehicle! d. Have the driver pull over (halfway) in a safe area. Direct everyone out of the car. Stand back about 15 feet from the vehicle. This is when you will want to ask three important questions to make sure youre on the right track. 28 31. 1.) Who is the first person you will show yournew car to?2.) What number (make/model) will this be?3.) Mr./Mrs. ____, where is the first placeyoull take your new car? e. Before having the primary driver drivethe car, ask, At this point, is this car stilleverything you were hoping your next carwould be? This takes the temperature ofthe customer, and once again, lets youknow if youre on the right track. f. Once back to the dealership, have theprimary driver pull the car into the SoldRow. Step back, look at the car and ask:Mr./Mrs. ____, have I done a fairly good jobhelping you select the car that you would liketo move forward on? g. With a no/maybe say, Obviously, youhave a reason for saying that. Would you mind ifI ask what that is? Uncover the true objectionby saying, Other than ____, is there anythingelse that would prevent you from moving29 32. forward? Keep saying Other than _____ until every objection is out of the way. Once allobjections are out of the way, actively listen to confirm that you are aware of all their concerns. Then discuss them, one at a time, until all concerns are addressed or you have switched vehicles. If you have to switch vehicles, repeat Vehicle Tailored Presentation, Demo Drive, and Trial Closes. h. With a Yes, say, So, that we dont get too far ahead of ourselves, or I dont assume anything, are you comfortable moving forward when all the terms meet or exceed your expectations? *This will confirm your commitment.10.) Silent Appraisal a. Do a silent appraisal. Get the year,make, model, etc. (Ask the guest fortheir registration.) Ask, Would youmind if I take a closer look at the vehicleyou are replacing? Touch all the dents,dings, scratches, etc. Try not to speak! 30 33. b. When the silent appraisal iscomplete, be sure that no matter what, to compliment the customer on theircar.1.) It appears to me that you have taken really good care of your car. * Or if the car is really banged up:To me, it appears you made a very good decision when making your last purchase. c. When finished, ask, Mr./Mrs. ____,would you like something to drink whilewe go in and wrap up the details?11.) Introduction To Service a. Introduce the customer to a servicemanager or service advisor. If the servicedepartment is closed, make the customerfamiliar with the location and give them aservice advisors business card.31 34. 12.) Check Availability a. You want to create a sense of urgencywhen coming into work the deal. First saySince this is obviously the vehicle you would liketo take with you today, let me take a minute tomake sure that it is still available. Then tell astory about why we do this.Example: Just last week there were two sets of customers trying to buy the same car, one went home happy and the other went home disappointed. I dont want that to happen to us. b. Fill out a worksheet and appraisal formand take it to the desk.13.) Work The Deal a. The desk should start your deal with arange on what we have been paying fortrades like theirs. The reason we do it thisway is to not lose any credibility if thecustomer has an unreasonable expectation on32 35. the value of their trade. (We refer to this as a hit figure or a starting point.)a. Go back to the customer and with excitement, say: Great news! At this point, your car is still available. Then say something to relax them.Example:I pride myself on being a low-pressure salesperson. If for any reason you are not completely satisfied with the terms, will you simply tell me no?b. Negotiate with the customer until you receive an offer. Have the buyer authorize the offer and ask for a partial payment. (check, cash, etc) This will ensure that anemotional purchase has been made.c. Take the authorized offer, trade keys, appraisal sheet, and the partial payment to the desk. Sit back down with the customer and build rapport while the trade is being33 36. appraised. When the manager is finished, goback to the desk. d. After leaving the desk with your newselling price, what you will say will dependon the type of customer you have:1.) Payment Buyer2.) Trade Buyer3.) Difference Buyer4.) Out The Door BuyerProceed with very steady, confident Negotiations e. With every drop in price, resell value!Refer to the equipment that appeals most tothe customer. List one item at a time duringthe process. f. Come to an agreement on numbers orterms, and have the customer authorize thenew offer. Let the customer know you aregoing to work hard for them.1.) Before going to the desk with their offer, ask the customer to please be a little flexible. This lets the 34 37. customer know that they may need to pay more orreceive less for their trade.i. After the sale is closed, complete your paperwork and get it to F&I.14.) Introduction To F&Ia. Set a specific time expectation. Slow the customer down so that F&I can effectively interview the customer and present the menu.15.) Deliverya. Review the sales CSI survey. Make sure the customer knows how vitally important it is to you and your career.b. Set their first service appointment.c. Review the Owners Portfolio. (owners manual, service schedule, warranty information, etc.)35 38. d. Review the delivery checklist with the customer. Explain all of the features and options the car has.e. Offer an orientation drive to familiarize them more with the vehicle.36 39. Follow Up (Sold Customer) a. Same day to thank them for coming/buyingb. Next day any questions on paperwork/functionsc. Three day C.S.I. surveyd. One week making sure car is greate. Two week referrals/ C.S.I Surveyf. One month checking in/ confirm satisfactiong. Three month - checking in/ confirm satisfactionh. Six month - checking in/ confirm satisfactioni. Nine month - checking in/ confirm satisfactionj. One Year Anniversary!37 40. Be sure to keep in contact with yourcustomers. Send holiday cards, birthday cards, etc Also, call once every threemonths to ask for referrals and check on them and their car.It is also a good idea to keep notes on everyfollow up call so you are able to remember your last contact and what was discussed. 38 41. Follow Up (Shopper) a. Same day to make sure they made it home safely and see if they have any questions you can answer. (Ask for the next appointment.)b. Next day to thank them for coming in the day before and make sure you didnt miss anything. (Give them a reason to set an appointment.)c. Three day to see if they have any questions or concerns. Bring up something personal you found out about them. ( Hows Oscar, your cat?) This creates a more personal relationship. (Ask for the next appointment.)d. One week Its been a whole week since our first meeting. Are there any automotive needs I can help you with? (Ask for the next appointment.) 39 42. e. Two week This follow up should happen asoften as needed. Each call should have aspecific purpose; such as another car to lookat, new programs, or something that willbenefit the customer. Its not so much whatyou say, but how you say it. Transferredenthusiasm will equal more sales and moreprofit per sale. 40 43. Word Tracks For Commonly HeardCustomer StatementsIm Just LookingGreat sir/maam, thats where it all starts. I agree with you. Itswise to shop. If you would allow me to, I would like anopportunity to give you all the information you need to make awell-informed decision. Fair enough? Come with me! What Is Your Best Price?1.) Great sir, giving you a price is the easiest part of my job. Not only would I like to give you a price on our car, but give you aprice on your car along with estimates on monthly payments,down payment, and interest rate. Fair enough? Come with me! 2.) (tough customer) Sir, is there anything I can do to get you to pay more for this car than its worth to you? (NO) I certainly didnt think so. So since youre in charge of price, why dont we find a car that best suits your needs. Fair enough? Come with me!I Want To Think About ItObviously, you have a reason for saying that you need to think about it, do you mind if I ask what that is? Its been my experience that its usually one of two things that someone would need to think about. Would you say that its the vehicle or the price? 41 44. No/MaybeObviously you have a reason for saying No/Maybe do you mind if I ask what that is? (Listen to their concern and say)Other than (the concern) is there anything else? (Keep sayingother than until every concern is uncovered.) Alternate Response for No/Maybe Im not saying I can but if anyone can get that done for you it would be me. I will work for you! ,Price Objection (18,999, is that the best you can do???)Well, Im not saying thats the best we can do, but I will tell you this, we would never miss your business over profit. (Or use bestthe best price word track)Ten-Minute BuyerNo problem sir/maam. Please allow me to get you ALL theinformation you need so that when you have more time you will consider me. (After 8 minutes, be sure to acknowledge, We onlyhave two minutes left. 42 45. Price From Another Dealer Whoa! Please keep that information to yourself. It wouldnt be fair to you and certainly wouldnt be fair to me. I believe once you have the opportunity to review our details, you will find that your expectations will be exceeded. Fair enough, come with me! Im Not Buying TodayI understand. What I would like to do for you today is give you all the information you need to make a well-informed decision so when you are ready, you will consider me. Fair enough, come with me!Key Words And Phrases Certainly! No problem! My pleasure! Be happy to!43 46. QUOTESThere is no substitute for hard work. Thomas EdisonYou dont have to be great to start, but you have to start to be great. Zig Zigler No matter what business youre in, you cant run in place or someone will pass you by. It doesnt matterhow many times youve won. Jim Valvano My motto was always to keep swinging. Whether I was in a slump or feeling badly or having trouble offthe field, the only thing to do was keep swinging. Hank Aaron Things may come to those who wait, but only things left by those who hustle.Abraham Lincoln It is not up to anyone else to make me give my best.Hakeem Olajuwon44 47. To respond is positive, to react is negative Zig ZiglerAbility is important in our quest for success, butdependability is critical.Zig Zigler Question, Assess, Diagnose, and Prescribe.Todd DuncanIt is easy to get to the top after you get through the crowdat the bottom Zig Zigler People dont care how much you know until they know how much you care. Todd DuncanThe more involved clients are, the more loyal theybecome.Anthony Robbins A customer has options, for success, you must bedifferent. Jim McCormickFocus on deepening relationships with existing clientsinstead of wasting time chasing cold prospects. Todd DuncanBuilding a solid relationship requires focus on your clients needs, not yours. Todd Duncan A customer buys you first, then your product. Todd Duncan 45 48. Testimonials Ive been in the car business for 30 years and I have never seen another process like this. It works, I wish I had Successful Selling Strategies available to me years ago. Frank Vitale, NY 30 years experienceI had been selling cars for about a year, and struggling. Then I stumbled into Successful Selling Strategies. Since then Ive tripledmy income and I love to sell cars!Bob Curley, CT2 years experience I was a receptionist at my dealership when I got a copy of Successful Selling Strategies. From there I knew I had to sell cars. It makes it so easy to get started. Monica Beasly, FL 3 months experienceIve held every position available at a dealership. I can tell you this; I wish I would have had Successful Selling Strategiesavailable to me. With the gross that this process generates, I couldve retired a long time ago. Karl Blonkenfield, GA 20 years experience 46 49. Final Thoughts On SuccessfulSellingConcentrate on the activities of prospecting, presenting, andfollowing up, the sales will take care of themselves.Make a habit of dominating the listening and let the customer do the talking. Approach each customer with the idea of helping him/her solve a problem or achieve a goal, not just selling a product or service. Integrity is the foundation upon which all values are built. Confidence on the outside begins with integrity on the inside. You keep customers by delivering on your promises, fulfilling your commitments and continually investing in the quality of yourrelationships. Its not what happens to you that determines how far you will go in life; it is how you handle what happens to you.47 50. Notes_____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________48 51. Notes _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________49 52. Notes_____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________50


Recommended