Purchase Process The 8 Step Sales Consultative Process
The 8 Step Sales Consultative Process
Module 6
Purchase Process Participant Workbook
WELCOME to the Workbook for Step 6 of the Sales Consultative Process: Purchase Process. The objectives for this section are: Having an awareness of the post Test Drive mindset of both the customer and sales consultant Earning the right to ask „the question‟ Presenting the price Strategies for dealing with objections 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
POST TEST DRIVE MINDSET This is a critical point of the sales process – an awareness of both your own and your customer‟s mindset is crucial List some of the things the customer might be thinking as they return from the Test Drive
Left Brain
Right Brain
rationalising reasoning linear thinking List some of the things that go through your mind“big whenpicture” you get back from a Test Drive sequencing creativity organising emotions logic ideas details concepts storage intuition
Ask yourself if the customer still needs your guidance to help them reach a decision 3
ASKING THE QUESTION If you have a good rapport and have built a trusting relationship with the customer, you have earned the right to ask the question Write down some closed questions you could ask to determine their readiness to buy :
PRESENTING THE PRICE Think about your own price presentation experiences at shops and stores Referring back to the Module, what are 5 common ways to negotiate the price?
COMMON WAYS TO NEGOTIATE PRICE 1. 2. 3. 4. 5.
e.g How often do you drive a car?
DEALING WITH OBJECTIONS Common objections are a fact of life and are usually a sign of interest! NO DOUBTS OR QUESTIONS = NO SERIOUS BUYING INTEREST
“I want a lower price” “I need to ask my spouse” “I can’t decide between this model or another...” “I’m just not sure yet” “I want to think about it” Write down some of the reasons why customers come up with objections:
HANDLING OBJECTIONS 3 Step Procedure Referring back to the module, what are the three steps for handling objections? STEP 1 STEP 2 STEP 3 Write down some questions or statements that address each of the 3 Steps
STEP 1
STEP 2
STEP 3
www.internationautomotivetraininginstitute.com
Module 6
Purchase Process Participant Workbook
WELCOME to the Workbook for Step 6 of the Sales Consultative Process: Purchase Process. The objectives for this section are: Having an awareness of the post Test Drive mindset of both the customer and sales consultant Earning the right to ask „the question‟ Presenting the price Strategies for dealing with objections 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
POST TEST DRIVE MINDSET This is a critical point of the sales process – an awareness of both your own and your customer‟s mindset is crucial List some of the things the customer might be thinking as they return from the Test Drive
Left Brain
Right Brain
rationalising reasoning linear thinking List some of the things that go through your mind“big whenpicture” you get back from a Test Drive sequencing creativity organising emotions logic ideas details concepts storage intuition
Ask yourself if the customer still needs your guidance to help them reach a decision 3
ASKING THE QUESTION If you have a good rapport and have built a trusting relationship with the customer, you have earned the right to ask the question Write down some closed questions you could ask to determine their readiness to buy :
PRESENTING THE PRICE Think about your own price presentation experiences at shops and stores Referring back to the Module, what are 5 common ways to negotiate the price?
COMMON WAYS TO NEGOTIATE PRICE 1. 2. 3. 4. 5.
e.g How often do you drive a car?
DEALING WITH OBJECTIONS Common objections are a fact of life and are usually a sign of interest! NO DOUBTS OR QUESTIONS = NO SERIOUS BUYING INTEREST
“I want a lower price” “I need to ask my spouse” “I can’t decide between this model or another...” “I’m just not sure yet” “I want to think about it” Write down some of the reasons why customers come up with objections:
HANDLING OBJECTIONS 3 Step Procedure Referring back to the module, what are the three steps for handling objections? STEP 1 STEP 2 STEP 3 Write down some questions or statements that address each of the 3 Steps
STEP 1
STEP 2
STEP 3
www.internationautomotivetraininginstitute.com
