Be as Thrilled as Customers, Good sales people mirror the excitement of car buyers.

Be as Thrilled as Customers,
Good sales people mirror the excitement of car buyers.

The art of selling often is overlooked when considering the elements of
a dealer's Internet success formula.
Not enough time is spent on basic selling skills and the sales process.
Enthusiasm is lost in the digital world, we do not treat them as equal
or serious as a walk in customer.
I think about how my whole family gets involved to select a pet, we have
been talking about this for months!
Adding a another family member, finding a match or even painting or
changing the color in a room of the house.

Just imagine the conversations taking place in the home of your
car-buying prospects the days and weeks before someone in the family
goes online to submit a request for new vehicle information.
My guess is that, when people are in the market to buy a car, it's a big
part of every dinner table conversation for weeks and there are
printouts lying all around the house to reflect the hours spent
researching vehicles online.

I would guess that the day the family's request gets typed in that every
member of the household is anxiously awaiting the response from the
dealers.
The lucky salesperson that receives the request will really benefit from
imagining these scenes being played out in the homes and offices of
their prospects and focusing on mirroring this excitement with his or
her own brand of it.
How frustrating it must be for an excited car shopper to run into a dud
dealership that responds robotically to their request or does not
respond at all.

I am fortunate to a great positive attitude and I have seen this
resignate through phone calls and emails alike. Because I am always
excited about selling.
Whether it is leaving a voicemail, writing an email or talking on the
phone with prospects I never forget to let them know I am personally
excited about the fact they have selected me and our dealership and that
they are about to buy a new car.
The way I interact with the prospect is that they are feeding off my
enthusiasm. This truly separates me from the competition. This simple
strategy is so often overlooked because so many sales people are worried
about specifications, pricing, payments, objections, etc.
I have seen first-hand the magic that can happen when a salesperson is
as excited about selling as the customer is about buying.
Keep in mind that you cannot fake this and make it work. You have to
truly be excited and happy, and care about giving the customer a unique
experience.

Work on your own excitement level in all your customer interactions. I
promise you will experience the remarkable results that come from it.
If I can ever be of assistance please let me know.

Thank you,

Thomas Ieracitano

the customer experience

Before we started talking, I always make an attempt as a customer before becoming an employee so that I can experience the true customer experience. Only because we may think our people are doing their job (inspect what you expect).

For every company, if you don't know where you have been, how can you know where you are going?

Tracking - how many opportunities, where do they from, what is our closing ratio and the cost per lead.

Once we have captured a customer in any department, Communication is the key.

Ideally, every interaction with a customer should be treated as an opportunity to make a new offer, build loyalty and build on the brand's reputation. To optimize the customer relationships it is imperative to integrate the marketing, sales, and service

for a 360-degree customer insight. These tools can help drive customer's into showrooms, service isles, parts departments and body shops. Increase customer retention and ensure Return On Investment (ROI).

This is only one part of building and KEEPING a relationship with prospects and current customers whether it is in Sales, Service, Parts or Body shop.

If you do not take care of your Customer, someone else will!