John Kantarski IV

Survey rules all. We are obligated to the survey and needs to be brought up multiple times. Google review are great as well. Make sure to always celebrate the moment and take pictures for the customer. Social media is essential with the customers permission. Take care of your tech specialist and get them involved.

Trial closes are a great way to gauge interest and build a strong emotional tie to the vehicle. I teach salespeople to trial close on the test drive. Especially if a couple is driving together. Sit in the front seat on the first leg of the test drive to be able to easily demonstrate features. Then find a place to stop and switch out with the person in the back. Then dont talk for the first half of the ride. Let the couple imagine they are alone and what that would feel like. Then trial close. "Where do you think youll take your first roadtrip with your xxxx model?" "Who will you show your xxxx model to first?" Etc etc.. then when the test drive finishes really only one thing to say. "How do you feel about this xxxx model?"

The first step to this is for the salesperson to master their own emotions. Keep an even tone and neutral body language. Hands on the table in front. Facial expressions are positive to neutral. ALWAYS ALWAYS ALWAYS test the objection. Its usually a complaint which is different. Tone is waay more important than the words that are used. Use a curious tone and facial expression and have them explain the objection in detail. Keep from going to the rational side with the customer. Numbers, trade websites, auction data. Keep the new vehicle in the conversation. After every objection, re close and gain commitment. Roleplay in front of video os the only way to master your emotions.

Storytelling works!! It starts by having a virtual business card with customer comments and reviews to show your prospect. A little background on you will humanize you with the prospect. You should have at least 6 to 8 stories well rehearsed and ready to go. Avoid long stories. Keep it to 1 to 2 minutes and have a point to the story. Also dont be afraid to try to illicit a story from your customer. If they remember an experience that fits the situation, they will close themselves.

One of the great ways to elicit emotional responses to to use your SQ or Social Quotient to connect with the customer. Be a great host and offer the highest level of hospitality before engaging in probing questions. Keep it away from business for the first 5 to 10 minutes. This will break down preconceived ideas that you are going to pounce on them. Start with a pattern interupter. Best one ive always used is " whats the special occassion?" This puts them into the emotional state better than anything. Happy emotions. The emotional curve the customer experiences starts low. As the process continues and they get closer to finding the vehicle, emotional levels rise. It peaks as the test drive is completed and they found the one.

The infamous dealer survey. So important to let the customer know they will be receiving a survey via email. "Please note that even though the survey is 1 being bad and 10 being the best, any mark of 9 or lower is considered like a 1. If you feel I dont deserve a mark of 10, please reach out to me at [email protected] so I can resolve any issues that might be keeping you from giving me a perfect 10."