When the customer enters your lot or showroom, remember their first thoughts could make or break your sale! Greet them with some enthusiasm, making them feel you are happy to see and work with them, but not so excitedly that they may feel put off or feel you un natural. Remember, the entire process from greeting to close will be the customers deciding factor!



After the customer has explained their needs, as well as preferences for the vehicle they are seeking, you will likely have a few vehicles in mind to suggest, this will lead to the test drive! Make sure to assist the customer in every step of the test drive. You want to make sure everyone is comfortable, seating single passengers in the front passenger seat, or if a family group, utilizing the back seats as well. Once everyone is comfortably seated, and you are in the drivers seat ready to roll, make sure the customer senses your excitement about this vehicle! You will want to point out special features, especially focusing on things the customer specifically requested.

When you have reached the correct distance from the dealership, it's time to pull over and put the customer in the drivers seat. This is often the most exciting part of the deal for the customer! Make sure you point out all the features designed for their comfort, and re itterate the options they desired are present.

Upon your return to the lot, park the vehicle in a position designed for delivery. This spot is usually placed to allow the customer to see the vehicle throughout the sale, and re iterates how close they are to owning it for themselves! This also makes it a bit harder for them to feel comfortable just walking away at the end of the drive.

Upon re entering the showroom, escort your customer as you would a revered member of your family! You want them to feel they are the most important person in the room. Offer them comfort and refreshment, if the process takes longer than they expect, keeping them content is of utter importance! Try your best to not stay away long if you must walk away, leaving less time for second thoughts on their part.

It's very important as well to make sure you stay organized, collecting all your neccasary paperwork before sitting to finalize the numbers. This assures the customer that you do indeed know your business, and they can feel comfortable spending their money with you. You want to create a bond with them, making them feel as though you are on their side, and are working for them to get the best deal possible from your sales manager. There should be backup or standby salesmen, or closers availble if you should feel you have lost control of the sale, or just don't have the connection you need with this customer. After all, a sale to another is still a sale, and will benefit you in the long run.

Once you have everything in place and start making phone calls to the sales manager, keep your writings and figures large and clear when you write. Sloppy writing or unreadable figures present a sense of uncertainty or secrecy to the customer. You do not want them losing confidence in your friendship or sense of being on their side.

Remember your customer wants to feel as if they really put one over on the dealership! It's imparitive that they know they got the best deal in town. To accomplish this, if the sales manager offers 3000 for their trade, tell the customer 2000, if the manager asks a down payment of 3000, tell them 4000! This gives you room to haggle a bit, making the customer most satisfied with the end result.