Customer Follow up The 8 Step Sales Consultative Process
The 8 Step Sales Consultative Process
Module 8
Customer Follow up Participant Workbook
WELCOME to the Workbook for Module 8 of the 8 Step Sales Consultative Process: Customer Follow up. The objectives for this section are: Typical Dealership Follow-up Limitations of Typical Dealership Follow-up Benefits of Follow-up Follow-up Methods How to Make a Follow-up Telephone Call Email Follow-up
Complete these worksheets as you work through the online training module. Research shows that the more you explore, analyze and implement new information, the more likely you are to remember it…and use it to get better results! The ―IATI 8-Step Sales Consultative Process‖ is: 1. Customer Enquiries 2. Reception – Meet and Greet 3. Consultative Interview 4. Vehicle Presentation 5. Test Drive 6. Purchase Process 7. Vehicle Delivery 8. Customer Follow-up
TYPICAL DEALERSHIP FOLLOW UP Most dealerships blow the potential for future business with customers! List some of the typical things that most dealerships do to follow up with customers and their limitations
Follow up Activity Left Brain rationalising linear thinking sequencing organising logic details storage
Limitation Right Brain reasoning ―big picture‖ creativity emotions ideas concepts intuition
3
BENEFITS OF FOLLOW UP Review the customers you delivered vehicles to in the past 3 months and write the total number in the box below
Now write down the follow ups that you personally made with them—try to be specific and list each customer and what you did to actively follow up!
FOLLOW UP METHODS In reviewing the module it mentioned 3 methods or modes of following up. Please capture a number of ways that you can actively use these methods.
PHONE:
EMAIL:
LETTER:
MAKING FOLLOW UP PHONE CALLS A telephone call should occur within 48 hours of delivery—as this lets the customer know that you still value them. Select a recent customer and complete the form below Step
0
1
2
3
Overview
Ideas
Write the Plan
Before calling, you need to write down a number of points that you are going to use as a basic script. If you do not, it is easy to forget--and lose focus!
Personal
This involves starting the conversation recalling something personal about the customer. This could include. . .
Vehicle
After reconnecting and building rapport, then it is time to discuss the car. This could include. . .
The Ask
You also need to prepare what you are trying to accomplish--the ask. This could include. . .
E-MAIL FOLLOW UP The most inexpensive and effective way to follow up with customers! Please capture below how you could write and follow up email to a customer. Make sure it has:‖ Something Personal, Something about the car and then an Offer/Ask for referral!
If you could get more of your customers promoting you, how many more sales could you get?
SAMPLE E-MAIL FOLLOW UP Below is a sample e-mail follow up for you to adapt Dear Jim, How was the kids dance concert that you mentioned you were going to? I hope everything went well (the next time you are in show me some photos!). I wanted to follow up on your new car. It has been a week and this is the time when I find that people are really enjoying it. If you have not had a chance to show all your friends and family, please forward this photo to them! Also as I mentioned if any of your friends or family are thinking about getting a new car, if you refer them to me we have a referral program that will give you a voucher for $100 at a local restaurant. For many of my past customers they have used this to take their friend out and celebrate. If you have any questions, please give me a ring. I look forward to seeing you when you bring the car in for the 1000km FREE service! Sincerely John Xyz dealership Mobile Phone
www.internationautomotivetraininginstitute.com
Module 8
Customer Follow up Participant Workbook
WELCOME to the Workbook for Module 8 of the 8 Step Sales Consultative Process: Customer Follow up. The objectives for this section are: Typical Dealership Follow-up Limitations of Typical Dealership Follow-up Benefits of Follow-up Follow-up Methods How to Make a Follow-up Telephone Call Email Follow-up
Complete these worksheets as you work through the online training module. Research shows that the more you explore, analyze and implement new information, the more likely you are to remember it…and use it to get better results! The ―IATI 8-Step Sales Consultative Process‖ is: 1. Customer Enquiries 2. Reception – Meet and Greet 3. Consultative Interview 4. Vehicle Presentation 5. Test Drive 6. Purchase Process 7. Vehicle Delivery 8. Customer Follow-up
TYPICAL DEALERSHIP FOLLOW UP Most dealerships blow the potential for future business with customers! List some of the typical things that most dealerships do to follow up with customers and their limitations
Follow up Activity Left Brain rationalising linear thinking sequencing organising logic details storage
Limitation Right Brain reasoning ―big picture‖ creativity emotions ideas concepts intuition
3
BENEFITS OF FOLLOW UP Review the customers you delivered vehicles to in the past 3 months and write the total number in the box below
Now write down the follow ups that you personally made with them—try to be specific and list each customer and what you did to actively follow up!
FOLLOW UP METHODS In reviewing the module it mentioned 3 methods or modes of following up. Please capture a number of ways that you can actively use these methods.
PHONE:
EMAIL:
LETTER:
MAKING FOLLOW UP PHONE CALLS A telephone call should occur within 48 hours of delivery—as this lets the customer know that you still value them. Select a recent customer and complete the form below Step
0
1
2
3
Overview
Ideas
Write the Plan
Before calling, you need to write down a number of points that you are going to use as a basic script. If you do not, it is easy to forget--and lose focus!
Personal
This involves starting the conversation recalling something personal about the customer. This could include. . .
Vehicle
After reconnecting and building rapport, then it is time to discuss the car. This could include. . .
The Ask
You also need to prepare what you are trying to accomplish--the ask. This could include. . .
E-MAIL FOLLOW UP The most inexpensive and effective way to follow up with customers! Please capture below how you could write and follow up email to a customer. Make sure it has:‖ Something Personal, Something about the car and then an Offer/Ask for referral!
If you could get more of your customers promoting you, how many more sales could you get?
SAMPLE E-MAIL FOLLOW UP Below is a sample e-mail follow up for you to adapt Dear Jim, How was the kids dance concert that you mentioned you were going to? I hope everything went well (the next time you are in show me some photos!). I wanted to follow up on your new car. It has been a week and this is the time when I find that people are really enjoying it. If you have not had a chance to show all your friends and family, please forward this photo to them! Also as I mentioned if any of your friends or family are thinking about getting a new car, if you refer them to me we have a referral program that will give you a voucher for $100 at a local restaurant. For many of my past customers they have used this to take their friend out and celebrate. If you have any questions, please give me a ring. I look forward to seeing you when you bring the car in for the 1000km FREE service! Sincerely John Xyz dealership Mobile Phone
www.internationautomotivetraininginstitute.com
