Operating Standard
What the salesperson must learn
The salesperson should gather enough information to guide the customer and give the manager a real customer story to inspect.
- Why the customer is in the market
- What they want to accomplish today
- What vehicle or type of vehicle they are considering
- What options they must have, not just want
- Whether they are considering other vehicles
- Whether they have been anywhere else
- What they liked or did not like about that prior experience
Core point
The first goal is to create logical certainty. Does the vehicle, process, and next step make sense to the customer?
Key language
“Now that we have completed the introduction, what exactly do you want to get accomplished today?”
“In order to make sure the information I give you is accurate, do you mind if I ask why?”
“Have you been anywhere else to look?”
“What did you like most about that interaction?”
“Was there anything you did not like that I should make sure I stay away from?”