Customer Enquiry The 8 Step Sales Consultative Process
The 8 Step Sales Consultative Process
Module 1
Customer Enquiry Participant Workbook
WELCOME to the Workbook for Module 1 of the 8 Step Sales Consultative Process: Customer Enquiry. The objectives for this section are:
Common Sales Consultants Perceptions of Enquiries via phone & internet/e-mail Key Customer Enquiries over the Internet/e-mail Strategies for Customer Enquiries over the Phone
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 EMAIL PERCEPTIONS Most ―typical‖ sales consultants view internet and e-mail enquiry as a waste of time List some of the reasons that many sales consultants view these enquiries as a waste of time—and the result
Reason Left Brain rationalising linear thinking sequencing organising logic details storage
Result Right Brain reasoning ―big picture‖ creativity emotions ideas concepts intuition
3
CUSTOMER ENQUIRY VIA E-MAIL/WEB Review the number of enquiries that you received over the e-mail/web over the past 30 days.
Now write down what was the end result from this enquiry— how many came in? How many took a test drive? How many purchased?
Enquiry How many Spoke on the Phone? How many came to dealership? How many took test drive? How many purchased?
Result
STRATEGIES FOR INTERNET As mentioned in the online module, there are a number of strategies that you can use to improve your effectiveness to e-mail enquiries. Please capture your understanding of these areas below. Response Time:
Auto Responders:
Reasons/Tools to say or attach
The most important thing to remember is: Give them a reason to visit you and the dealership
ENQUIRY VIA THE PHONE It is believed that up to 40% of customers call the dealership when they are shopping When answering the phone, we need to make sure that we do 4-5 things effectively
The main goal on the phone is to: Give them a reason to visit the dealership!
STRATEGIES FOR PHONE CALLS In the online module, please add what you should say under each area. Greeting on Phone:
Ask Questions about them:
Reasons/Tools to get them to come in:
www.internationautomotivetraininginstitute.com
Module 1
Customer Enquiry Participant Workbook
WELCOME to the Workbook for Module 1 of the 8 Step Sales Consultative Process: Customer Enquiry. The objectives for this section are:
Common Sales Consultants Perceptions of Enquiries via phone & internet/e-mail Key Customer Enquiries over the Internet/e-mail Strategies for Customer Enquiries over the Phone
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 EMAIL PERCEPTIONS Most ―typical‖ sales consultants view internet and e-mail enquiry as a waste of time List some of the reasons that many sales consultants view these enquiries as a waste of time—and the result
Reason Left Brain rationalising linear thinking sequencing organising logic details storage
Result Right Brain reasoning ―big picture‖ creativity emotions ideas concepts intuition
3
CUSTOMER ENQUIRY VIA E-MAIL/WEB Review the number of enquiries that you received over the e-mail/web over the past 30 days.
Now write down what was the end result from this enquiry— how many came in? How many took a test drive? How many purchased?
Enquiry How many Spoke on the Phone? How many came to dealership? How many took test drive? How many purchased?
Result
STRATEGIES FOR INTERNET As mentioned in the online module, there are a number of strategies that you can use to improve your effectiveness to e-mail enquiries. Please capture your understanding of these areas below. Response Time:
Auto Responders:
Reasons/Tools to say or attach
The most important thing to remember is: Give them a reason to visit you and the dealership
ENQUIRY VIA THE PHONE It is believed that up to 40% of customers call the dealership when they are shopping When answering the phone, we need to make sure that we do 4-5 things effectively
The main goal on the phone is to: Give them a reason to visit the dealership!
STRATEGIES FOR PHONE CALLS In the online module, please add what you should say under each area. Greeting on Phone:
Ask Questions about them:
Reasons/Tools to get them to come in:
www.internationautomotivetraininginstitute.com
