Vehicle Delivery The 8 Step Sales Consultative Process
The 8 Step Sales Consultative Process
Module 7
Vehicle Delivery Participant Workbook
WELCOME to the Workbook for Module 7 of the 8 Step Sales Consultative Process: Vehicle Delivery. The objectives for this section are: Delivery : Sales Consultant Reality Communication Before Delivery Pre-delivery Inspection Delivery Process Introduction to Service 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
DELIVERY CUSTOMER EXPECTATIONS This is the most enjoyable part of the sales process for customers—remember this! List some of the things the customer do to make the delivery of their new vehicle
Left Brain rationalising linear thinking sequencing organising logic details storage
Right Brain reasoning ―big picture‖ creativity emotions ideas concepts intuition
This is a Powerful Moment of Truth! 3
DELIVERY SALES CONSULTANTS VIEW How many new vehicles have you delivered (write the number in the box below)
Write down what were some of the things you did on the delivery of your first vehicle as a sales consultant
COMMUNICATING BEFORE DELIVERY Put yourself in the shoes of the customer, what type of communication would you expect from a large purchase such as a car? Please capture how and what you could do to keep the communication going while a customer is waiting for delivery
Ideas to Communicate to Customer before Delivery 1. 2. 3. 4. e.g How often do you drive a car?
5.
PRE-DELIVERY INSPECTION Rather than waiting for the Service Department to do the inspection, please take a minute to identify what are the things that you—as the sales consultant—should inspect before the customer arrives.
Item
Ck
MAKING DELIVERY SPECIAL What Can—or Should You Do? Referring back to the module, what are some things you could do to make delivery special? Also try to write down some possible costs involved
So are you doing any of these now?
INTRODUCTION TO SERVICE As mentioned in the module, we need to introduce the customer to the service department. Capture 5-6 things you should do to ensure that this works effectively—and creates a customer for life!
Introduction to Service 1. 2. 3. 4. 5.
Also identify what you need to do before they come in as well to ensure other departments are prepared!
www.internationautomotivetraininginstitute.com
Module 7
Vehicle Delivery Participant Workbook
WELCOME to the Workbook for Module 7 of the 8 Step Sales Consultative Process: Vehicle Delivery. The objectives for this section are: Delivery : Sales Consultant Reality Communication Before Delivery Pre-delivery Inspection Delivery Process Introduction to Service 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
DELIVERY CUSTOMER EXPECTATIONS This is the most enjoyable part of the sales process for customers—remember this! List some of the things the customer do to make the delivery of their new vehicle
Left Brain rationalising linear thinking sequencing organising logic details storage
Right Brain reasoning ―big picture‖ creativity emotions ideas concepts intuition
This is a Powerful Moment of Truth! 3
DELIVERY SALES CONSULTANTS VIEW How many new vehicles have you delivered (write the number in the box below)
Write down what were some of the things you did on the delivery of your first vehicle as a sales consultant
COMMUNICATING BEFORE DELIVERY Put yourself in the shoes of the customer, what type of communication would you expect from a large purchase such as a car? Please capture how and what you could do to keep the communication going while a customer is waiting for delivery
Ideas to Communicate to Customer before Delivery 1. 2. 3. 4. e.g How often do you drive a car?
5.
PRE-DELIVERY INSPECTION Rather than waiting for the Service Department to do the inspection, please take a minute to identify what are the things that you—as the sales consultant—should inspect before the customer arrives.
Item
Ck
MAKING DELIVERY SPECIAL What Can—or Should You Do? Referring back to the module, what are some things you could do to make delivery special? Also try to write down some possible costs involved
So are you doing any of these now?
INTRODUCTION TO SERVICE As mentioned in the module, we need to introduce the customer to the service department. Capture 5-6 things you should do to ensure that this works effectively—and creates a customer for life!
Introduction to Service 1. 2. 3. 4. 5.
Also identify what you need to do before they come in as well to ensure other departments are prepared!
www.internationautomotivetraininginstitute.com
