Community

Share your automotive expertise

2 Write a Blog Post

Simple word tracks for success (Part 1): “Tell me more”

By Jim Kristoff on Nov 8, 2011

 

Simple word tracks for success (Part 1): “Tell me more”

 

 
The simple word track, “Tell me more” is one of the most powerful yet simple word tracks you can give to your team! This simple word track both builds rapport with the client AND defines exactly what the customer’s statement or question may be. Let me explain in a number of different ways.
 
In order to sell a client anything, you must first sell yourself. No one will buy anything from someone that they are not comfortable with. The word track, “Tell me more” shows the customer that you are both listening to their wants and needs, and also helps clarify what the client wants. The word track, “Tell me more” is the question behind the question!
 
This word track should be used after EVERY statement or question a client may have. If you do NOT use this word track and define what the client means with their statement or question, it can lead into a client thinking that the your team member is “wasting their time”
 
Let me give you a scenario that sounds simple to answer…..yet.....maybe not!
 
A client comes onto the showroom floor. Your Team Member asks the client, “What is the most important feature you’re looking for in a vehicle?” The Client answers, “I am looking for a “SAFE” vehicle.” The Team Member does NOT ask “Tell me more”and proceeds to think they know exactly what the client means by the word “SAFE”. Your Team Member goes into an Academy Award winning performance of safety features on the vehicle. Airbags, seat belts, crumple zones and 5 star awards on the vehicles “SAFETY” The client seems to NOT be listening and quickly becomes disenchanted with your Team Member. Your Team Member can’t figure out why the client is not really listening or paying attention. There is NO RAPPORT built here and your Team Member may have already lost the sale.
 
NOW….lets use the word track, “Tell me more” in the same scenario…..
 
Your Team Member: “what is the most important feature you’re looking for in a vehicle?”
 
Client: “I am looking for a SAFE vehicle”
 
Your Team Member: “When you say the word “SAFE” can you tell me more?
 
Client: “The last vehicle I bought, I ended up owing a LOT more than the vehicle was worth when I went to trade it in.”
 
In other words, the client is looking for a “SAFE” investment!
 
By using the word track, “Tell me more”, your Team Member was able to define exactly what the Client meant and did not assume what the Client meant. And we all know the definition of “assume”……..
 
Here is another example…….
 
Your Team Member: “what kind of vehicle are you looking for today?”
 
Client: “I am looking for a large sport utility vehicle.”
 
Your Team Member: “When you say you are looking for a large sport utility vehicle, can you tell me more?
 
The client will then begin to tell your team member why they are interested in a large SUV. Rather than your team member just taking them to the vehicle, they need to start building rapport and listening to what the client has to say.
 
Client: “The reason I am looking at a large SUV is because I need it for business.”
 
You Team Member: “When you say you need it for business can you tell me more?
 
The client will then begin to tell your team member about their business and why they need a large SUV. It also allows the team member to ask more questions about possible personal use and so on. At the end of every statement or question posed by the client, your team member need to clarify exactly what the client means by asking, “Tell me more!
 
I have trained this simple word track for a long time. Team Members find it easy to use and it certainly helps them define a Client’s wants and needs and helps them down the path of building rapport and holding gross profit!
 
“Tell me more” …..Give it a try……
 
 
 
About the Author: With 30 years in the retail Automotive Industry, from a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.
 
You can follow me on:
 
My website: www.JimKristoff.com
Twitter: @jimkristoff
WordPress blogsite: http://jimkristoff.wordpress.com/

Comments

Simple and to the point but very broad... I'm seeking my first career as a auto sales consultant post some more.

February 22nd

Comments 1 - 1 of 1

You must be logged in to comment

Login Create an account

Add your comments:

   

Jim Kristoff's Recent Posts

Related Posts

  • The Mind is Like a Parachute – It Works Best When Open

    Competition in business is usually a good thing.  Sure, we’d all like to have the market cornered, but without a little competition we would perhaps never figure out ways to improve our products or services and keep our customers coming back.    In an interesting article on Infusionsoft’s “Big Ideas Blog,” a few examples of businesses thinking outside the box were shared. 3Tees is a Singapore based company that prints T-shirts for companies “promoting events with a social cause.” It has a slogan of “You price it. We print it.” The company allows customers to determine the price of the shirts and their pricing strategy has proven successful.  According to the article, the vast majority of customers make genuine offers that both fit within budget and provide an acceptable profit margin. In fact, while the company is willing to reject extreme low-ball offers, they have discovered that only 5% of total bids fit within this category.   One of the biggest reasons 3...Read post

  • Is Your Business Keeping Score? Fixing Turnover At Dealerships

    If you’re a fan of the National Basketball Association, then you’re probably like me when it comes to watching games. There’s nothing more I love seeing than someone dunking over another player or sinking a three-pointer in front of a defender’s face. Now that I think of it, it seems like I only enjoy plays that are demeaning to the defense, huh…but that’s neither here nor there. As the NBA kicks off it’s 2014-2015 season, there’s one thing I can tell you that I’m not looking forward to and that’s turnovers. Turning the ball over is ugly. It’s bad for the offense and nobody likes watching sloppy play (unless you're on defense, then turnovers are awesome). The same goes for companies everywhere: turnover is bad for business. While referring to turnover, the Wall Street Journal says, “experts estimate it costs upwards of twice an employee’s salary to find and train a replacement. And churn can damage morale among remaining employees.” Now if you’re like every other business out there, you know this is a serious problem, but how can you fix it? Is turnover even fixable? The quick answer—yes. Tips For Lowering Turnover Just like the game of basketball, keeping score is essential for your business. It’s vital to keep track of the candidates you’re interviewing, what their responses are to your questions and how their personalities fit within your company’s culture. One of the best ways to do this is by using an interview scorecard, but that’s only one step towards diminishingRead post

  • Using Data to Increase Service Revenue

    One of the most valuable assets you have at your dealership is your customer database. However, frequently dealers fail to effectively use this information to help achieve more specific marketing goals. While some may use their database to send marketing messages to existing and previous customers in an effort to sell another vehicle, or perhaps remind of a future service that is due, this is a very limited use. Sadly, many dealers fail to fully leverage this literal goldmine of information.   For example, using data segmentation to present products or services purchased by one set of customers to other customers with a similar profile. This is not a new idea, Amazon does this quite effectively. When a consumer visits many web pages, suggested products are prominently displayed that were purchased by other Amazon shoppers with similar buying or viewing habits.   Amazon’s suggestive marketing strategy is effectively playing the odds that, by leveraging a customer’s previous p...Read post

  • How quickly can you say "YES?"

    At Autosoft we pride ourselves on customer service and have done so for over 25 years. So when a current customer’s service manager walked out without notice, the general manager was at a loss for what he was going to do. The parts manager just joined the team, the old advisor quit and the new advisor wasn’t due to start for another week. That left him with a brand new crew with no experience and a service department without the ability to wait on customers!!! Out went the phone call to the local business development manager… “can you help?” Read post

  • New Craigslist listing issue

    Craigslist has had a change in layout and search abilities for awhile but there is a major issue in their new filters. Dealerships are missing a ton of searches when a customer is filtering down the search. The image I included in this post shows how consumers now have the ability to search by type: truck, sedan, convertible, wagon, and other criteria....but a lot of dealers feeds are notRead post

  • Google Penguin 3.0 – What Does It Mean For You and Your Website?

    On Friday, October 17th 2014, Google announced another Google Penguin algorithm update. The purpose of this algorithm is to minimize the presence of websites who take part in spammy link building practices in search engine results pages (SERPs).Read post

  • Driving sales executive summit ....what did you think?

    I just attended my 3rd driving sales executive summit. This was by far the best one yet. We had a chance to learn from some of the best internet marketing people in the business. The keynote speakers were very informative and easy to follow.  The topics they covered were relevant and cutting edge. I especially liked the info that Jared shared with us about customer experience. He shared some eye opening information. The best way to set ourselves apart from other dealerships is to provide a better customer experience. The breakout sessions were great this year as well. I especially liked the one that Allyn Hayne from Launch gave. It was titled blurring the lines between social media and seo. It was great! He shared some of the most recent changes with google. If you did not see this session make sure that you watch the video when it is released by driving sales. While I know that this conference has an expense …it is well worth it. The time out of the store is hard as well but the...Read post

  • Don’t Kill The Messenger

    Customer complaints happen. No matter how much a business wants to provide great customer service, there are times when the dominos aren’t lined up exactly right. The chain breaks somewhere, preventing the last domino from falling. For the most part, customers understand that businesses aren’t perfect. It certainly helps when the customer that is having a poor experience is familiar with any challenges that prevent the experience from being great. Take for example a story shared recently by ijreveiw.com, about a couple that had a less than stellar experience at a restaurant.   The couple were quoted in the article saying: “service tonight sucked. [It] took 20 minutes to get water, 40 minutes for an appetizer and over an hour for our entrée. People all around us were making fun of the restaurant & how bad the service was.”  In many cases, an experience like this would be blamed on the frontline employee – namely the server. However, as both customers had previously ...Read post