RV PRO

October '20

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rv-pro.com October 2020 • RV PRO • 73 situation, but unless dealers proactively make changes, the reac- tion won't be enough. In busy times, dealers often lose the important processes that helped make them successful. They do that because of outside influences, so they shortcut their normal way of looking after customers because there are three times more customers waiting to be looked after. Dealers really don't have a choice. Now, many dealers are in, or are heading into, a slower time. So, it's important to capture every opportunity – and give that oppor tunity everything possible. The meet-and-greet and interview that went away needs to return. Dealers have to spend time to really find out cus- tomers' wants and needs. That's because gone are the customers who just buy anything so they can get away for the weekend. The interview is a vital element of the process to build rapport. The best way to build rapport is to get the customer talking about themselves. How can dealer repre- sentatives do this? By g e n u i n e l y s h o w i n g customers how much you care – about them and their wants and needs. Remember this: "Cus- tomers don't care about how much you know ... until they know how much you care." Correct body language is crucial here. Realize that around 70 percent of effective communication is non-verbal. Lean in when your customer is talking, as this shows you are listening and lets the customer know that what they are saying is important to you. The more a customer is allowed to talk about themselves, the more they will like you. Get them talking by being proac- tive in the interview – ask open-ended questions to allow the customer to say more. Quite often, just a simple "tell me more" works the best. During the interview, you must prepare for selling. The greatest time for actually selling is in the feature, function, benefit presentation of your product or service. In the book The One Minute Salesperson there is a quote: "People In busy times, dealers often lose the important processes that helped make them successful. ... Now, many dealers are in, or are heading into, a slower time. So, it's important to capture every opportunity – and give that opportunity everything possible. Call or text us for a no-charge evaluation to learn where your greatest opportunities are - (813) 951-6586 Email: info@aworldoftraining.com

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