SALES PROCESS

By Dawie Kruger

Sales Process

Sales Process• The picture in first slide is a shorter version of the sales process

we are going to discuss, but clearly shows the sales flow.• Our Steps as headings:• Meet and Greet• Qualification• Presentation• Demonstration• Closing• Delivery• Follow Up

Sales Process• Prospecting- Definition: The search for potential customers or buyers .• In our industry there are a number of ways:• You have to be linked to influential people in bigger organisations, government,

business etc. or get connected to someone influential if not already connected.• Workshop – Average 45 cars a day, 20 working days potential 900 people every single

month you can talk to. • Old customer base, current customers, start working files of sales people that left @ 5

a day = 100 people a month. • Floor traffic – very limited you need to be awake, aware and helpful.• Referrals & Spotters- we need to make use of this more and more.• Internet leads – Limited and varies a lot month to month.• Focus Pro – We have to convert more people. • Drive events – Focus on new and 2 and 3 year old current customers, keep them in the

loop.• Special events – think out the box.

Sales Process

YOUR KEY TO SUCCESS

Sales Process• Interesting studies:• Autotrader the leading car internet advertiser did some studies1. Only 30% of people that see our vehicles advertised on

website will use email as a method of communication.2. 54% will see the vehicle and come to the showroom directly

without prior arrangement.3. 28% will phone for more information before making decisions4. Preferred method of communication 80% of these people

initially prefers speaking to someone before getting a mail, only after initial call they prefer email communication.

Sales Process

Sales Process

• Daily activity is what matters most.• What are you doing with your time every day?• What are you doing daily and how much of that

are you doing that will lead to business in the end.• The intensity of activity cannot change during the

course of the month, if you use the same intensity daily that most people use in the last week of the month imagine the difference it will make.

Sales Process

Sales Process

• What are you aiming at?• What do you believe about yourself?

Sales Process• Meet and Greet: • This process can happen telephonically or on the showroom. Be warm and

welcoming. Be aware of your body language, tone of voice, are you open for business? Smile and be genuine, people pick up fake warmth very easily. Invite people to meet at your desk and make sure you offer refreshments.

• Build rapport during this step, understand who you are dealing with, get names, position – director, dr., entrepreneur etc. – what do they do for a living, contact detail.

• Do not use “Can I help you?” you are not a Doctor. - Rather use how may I assist you?.

• Make sure you write down details where you can find it again and that you load that on Focus Pro.

• Remember people will need to buy you first before they will buy your product.• Anxiety is the single biggest killer of any sale, people will sense your anxiety and

it will make them uncomfortable. Be calm and in control.

Sales Process

Sales Process• Qualification: • This is the part of the sale where most sales people fail

completely they either do not qualify at all or they do not actively listen during qualifying. Asking the right questions during this part of the process is paramount to your success.

• This is where you determine buying motives, can the person afford what he/she wants, do I have something to offer.

• Listen twice as hard in this part of the sale, God gave us two ears and one mouth use them. Critical information will come forward in this part of the sale.

• You can not move to next part of the sale without doing this 100%.

Sales Process• Qualification: • Ask open ended questions• Get the customer to talk – listen take notes.• Gather the information you will need to pick the car he / she wants. • Do not ask questions that will only have a yes or no answer. • Make sure you understand their expectations for the vehicle and the sale.• Expectations for instalments, delivery time, finance etc. • The big one, ask them about ITC, • Judgements etc. • This part of the sale is all about information, it is here where you decide on the car you are going

to offer, if you are going to offer anything at all and if the customer can afford what he / she wants. • Also gather information about Trade in here, once you are satisfied that he / she can afford the car

or that you will be able to settle the Trade In, make sure if you have a deal or not. • We waste a lot of time with people that can’t afford the car or settle trade ins. • Cost your proposed deal first before offering!!!!• Trade in valuation and pricing before you continue, settlement versus used car pricing.

Sales Process

Sales

Sales Process

• Presentation: • You cannot continue with this step if

qualification failed as you will be wasting time. • Make sure you understand exactly what to

offer before you continue with a presentation. • During the presentation focus on the things

you heard that was or is important to the customer.

Sales Process• Presentation:• If you have listened, you already picked a car in your mind to present, for this reason

knowing your stock/product and financial products are extremely important.• You can now present the car that best suits the customers needs. Focus on the stuff that

was important during qualification and things that will make an impression, build value.• Do not give too many options on vehicles customers get confused, you are the specialist

sell him / her, the vehicle that suits their needs. • Present the car with passion and focus on the features and benefits that were most

important to the customer during qualification. • Ask closed questions in this part of the sale, this is called small closes, so now you

want the yes / no answers to ensure you are on track. • So every time you present something you ask is this what you wanted, every time the

customer confirms with a yes, you are one step closer to the BIG yes. • If you get a no you can clarify that you understood the customer correctly or handle

his or her objection there and then.

Sales Process

Sales Process

• Test Drive / Demonstration: • Once you had buy in on the presentation you

MUST OFFER the test drive. • Make sure vehicle has fuel before you leave.

Demo vehicle to be clean cannot have any personal items in the car.

• It cannot look like somebody already owns it.

Sales Process• Test Drive / Demonstration: • First drive the car yourself so customer can see everything works

perfectly.• Then explain controls properly before handing over to customer,

make sure you hand over the key to customer as they take ownership in their mind.

• In this part of the sale you keep quiet.• Only speak when spoken to, let the customer experience the car. • Let them ask you now, you answer only what you are asked

about. • Once completed ask customer if this was good, small close.

Sales Process

Sales Process• Closing the Deal: • You now have the right if you followed all the steps perfectly to ASK anyone

of the following • Can we start the finance process? • When can I deliver?• What colour do you want?• Let us then sign the OTP and fill in finance application, when can I deliver? • Do you have all you supporting documents for finance? • TRY NOT TO SEND PEOPLE HOME WITH PROPOSALS THEY SHOP AROUND, • TIE THEM UP BEFORE THEY LEAVE.

• GET THE SIGNATURE!!!!

Sales Process

• Closing the deal:

Sales Process

• Delivery:• Prepare well in advance.• Delivery to be ready before customer arrives.• Make it special.• Make it unforgettable.• Think out of the box.

Sales Process

Sales Process

• Follow up:• 24 Hours after delivery first follow up crucial

for Csi and possible referral business.• 48 Hours to enhance customer experience.• Explicitly make sure it is just a follow up call

and not connected to a call to remind about registrations etc.

Sales Process

Sales Process• Video System:• Aim – to be different, unique.• Who do I send to:• On every contact that was made – telephone contact send video to confirm car that was spoken

about.• Walk in - to say thank you for visit and confirm car that was presented.• Email lead - to confirm car that was communicated about.• Attach proposal and photos to email send with video link.• Confirm that customer got link via sms, call or email.• If link failed customer work email address blocked it get private or additional email address to send

to or use whatsapp.• Make quick quality video’s focusing on the right stuff.• Careful with tone of voice, where video is taken and make sure hand movements are slow so that

customer can see exactly what you are presenting.• Remember to introduce yourself first before going onto presenting the car. • You can also do delivery video’s before and after, once the car is on delivery bay send video to

notify, after delivery to say thank you.