DEAN’S ASSIGNMENT 4.2A

Here is another Scenario:

A 42 year-old man comes is looking at a vehicle on the lot. After introducing yourself, he says he’s a “lifelong Chrysler Man”, is ready to replace his old vehicle and wants to see what’s new.

What would you say?

Presenting the Vehicle 4.2a

What would you say?• “What are you currently driving?”• “Which

vehicle are you most interested in?”• “How

much money are you planning to spend?”

Presenting the Vehicle 4.2a

Presenting the Vehicle 4.2a“I’m driving a 2006 Town and Country Limited. I love the vehicle, but I think I need something a bit more my style”

What do you say now? And just what is that style, Mr. Cool-Guy

you? What is it about the Town and Country th

at no longer fits your style? What do you like best about the Town an

d Country?

Presenting the Vehicle 4.2a“Excuse me? Are you the only sales person here?”

What do you say now? “Yeah bud, what about it? Are you gonna

buy a car or what?” “Only kidding. Can you tell me more about

your style?” “No, there are others. We don’t seem to be

getting along anyway. I’ll call Sam over”

Presenting the Vehicle 4.2aYour customer just walked away . . . While selling vehicles is why werehere, it is not why the customer ishere. The customer is in yourdealership to find a vehicle thatfits there needs – not make a salethat fits yours.Please try again.

Back

Presenting the Vehicle 4.2aYour customer just walked away . . . Purchasing a vehicle is a fairly bigcommitment, and it is essential youmake your customers feel at ease andrespected. Referring to your customeras “Mr. Cool-Guy” and handing himoff at the first opportunityaccomplishes neither.Please try again.

Back

Presenting the Vehicle 4.2a“We’ll, not much of anything anymore – I told you, I’m looking for something else”

What do you say now? “We’ll, what is it about the Town and Countr

y that no longer fits your style”? “Did you have anything particular in mind?” “We’ll, have you seen the new 2011 Town a

nd Country? It’s got several new features I’m sure you’ll love!”

Presenting the Vehicle 4.2a“No – I told you I wanted to see what’s new! Don’t you listen?”

Asking questions and listening to your customers answers is the single most important thingyou can do to increase thelikelihood of making a sale. If you don’t listen to yourcustomers, you customers will find someone (else) who will.Please try again.

Back

Presenting the Vehicle 4.2aYour customer just walked away . . . Your customer has said twice now that they are no longer interested in the Town and Country. A Sales Consultant’s job is to consult the customer so they may choose the vehicle that best fits their needs – it is impossible to consult if you do not listen.Please try again.

Back

Presenting the Vehicle 4.2a“I really have no idea. What do ‘ya got”?

What do you say now? “We

have quite a bit – but may I ask why the Town and Country no longer fits your style?”

“Let’s go see. The showroom is right over here.”

“We’ll, I think the new 2011 Chrysler 300C SRT is about the most exciting vehicle on the market. Come on, I’ll show you one”

Presenting the Vehicle 4.2a“Ummm . . . OK.”

What do you say now? “So . . . any of these babies

strike your fancy?” “Here

, I’ll let you roam around and get a feel for what we have. Just give a yell if you have any questions.”

“While we look around, can you tell me why you no longer feel “stylish” in the Town and Country?”

Presenting the Vehicle 4.2a“Um . . . yeah, sure. I’ll just look around on my own.”

More likely than not, you just lost yourcustomer. Your customer has come inlooking for your advice on which vehiclebest suite his needs and wants – don’t askhim to do your job for you.Please try again.

Back

Presenting the Vehicle 4.2a“O . . . K . . . Perhaps I should just see myself out.”

More likely than not, you just lost yourcustomer. Nothing says “I don’t careabout you” more than leaving acustomer on their own who has justcome in asking for your help.Please try again.

Back

Presenting the Vehicle 4.2a“We’ll . . . OK. But I’m not sure a 300C all decked out is really my style either.”

What do you say now? “No really – come on, you’ll love it!” “OK

– can you tell me what you’re style is like? How do you see yourself?”

“We’ll if the Town and Country isn’t your style and neither is the 300C, just what the heck is!?”

Presenting the Vehicle 4.2a“Ummm . . . is there another sales person I can talk to?”

More likely than not, you just lost yourcustomer . Your job is to determine your customers wants and needs, and then match them to the most appropriate vehicle. Ignoring what your customers say – and pushing your own agenda instead – is a great way to make them walk away.Please try again.

Back

Presenting the Vehicle 4.2aYour customer just walked away . . . Belittling your customers is about thebest possible way to paint yourself in a negative light. You are there to helpyour customers find the best vehicleto meet their wants and needs – bepatient, ask questions and focus ontheir needs – not yours.Please try again.

Back

Presenting the Vehicle 4.2a“We’ll, it depends on what you have. Why do you guy’s always jump to the money question?”

What do you say now? ”Because how much money you have pret

ty much determines what vehicle I can sell you. Come on, I’m only trying to do my job here.”

“Just trying to gage which vehicle might offer the most comfortable payment for you.”

“OK, not a problem. Let’s look at a few vehicles.”

Presenting the Vehicle 4.2aYour customer just walked away . . . Bad student, bad! Your focus shouldbe on your customers wants and needs, and what you can do to finda vehicle that meets those wantsand needs. While the customer’sbudget is important, there are muchmore subtle ways to qualify yourcustomers.Please try again.

Back

Presenting the Vehicle 4.2a“We’ll, OK. That makes sense. I’m looking to spend between 25,000 and 30,000.”

What do you say now? “OK

– now that helps quite a bit – we have several options available in the range. To narrow things down a bit more, can you tell me what it is about the Town and Country that no longer fits your style?”

“Cool beans. Let’s go find a Sebring convertible – it’s just at the top of your price range. “

“So, which is it? More towards the 25 grand or closer to 30?”

Presenting the Vehicle 4.2a“Well . . . Sure, I guess.”

You’ve most likely just lost this customer. Nothing says “I don’t really care about you” more that directing a customer to a vehicle because it is at the top of their pricerange. Please try again.

Back

Presenting the Vehicle 4.2aYour customer just walked away . . . Don’t focus on how much the customer can spend. While qualifying a customeris important, it is moreimportant to determinethe customers needs andwants first. Financial issueswill come later.Please try again.

Back

Presenting the Vehicle 4.2a“OK – but I’m not too sure I’m ready to buy today. I just want to see what’s new.”

What do you say now? “We’ll

, why don’t you go look around for a bit. I’ll catch up with you in a while.”

“Then I’m sure you want to see the new 300C SRT – it’s just abut the most exciting car we’ve got!”

“Sure. Can I ask why you feel it’s time to replace your old vehicle?”

Presenting the Vehicle 4.2a“Well . . . Sure, I guess.”

More likely than not, you just lost yourcustomer. Your customer has come inlooking for your advice on which vehiclebest suite his needs and wants – don’task him to do your job for you.Please try again..

Back

Presenting the Vehicle 4.2a“OK, sure. Guess we have to start somewhere.”

More likely than not, you just lost yourcustomer. Your customer has come inlooking for your advice on which vehiclebest suite his needs and wants – don’task him to do your job for you.Please try again.

Back

Presenting the Vehicle 4.2a“To be perfectly honest, theTown and Country is just to“Dad-ish” for me. We hardlyever bring the kids with us anymore – I want something awith a little pep, somethingthat’s more fun to drive.I’m tired of driving a box.”What would you say?

Presenting the Vehicle 4.2aWhat would you say?• “OK, let me show you our three sportiest

models”• “Are there any Chrysler models you are a

ware of that come to mind?”• “What would your ideal vehicle be like?”

Presenting the Vehicle 4.2a

I have only developed a series of possible responses for the initial step in

this scenario – just enough to give reviewers a taste of the functionality.

This assignment ends here.