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.

Feb 22, 2014

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

  • 15 Tips to Make Blogging Easy

    I've said it before, and I'll say it again. Blogging is one of the most powerful things you can do for inbound and content marketing. Effective blogging can increase organic traffic to your website, but can also generate high-quality leads for your dealership. That's because people are going online every day (multiple times per day) to find information that will enrich and empower them. Whether they are looking for answers to questions or trying to decide on a place to eat, the whole idea behind the internet is to gain access to information. But despite its importance, many businesses find it to be a daunting task. If you're one of them, I understand the struggle. It's real. I've spent countless hours watching the cursor blink on my word processor hoping that a spark of inspiration would help me pound out two thousand words of genius. While those strokes of genius didn't happen very often, I've learned some tips about blogging along the way that have streamlined the process for ...Read post

  • How Having a Good Used Cars Selection Can Help Boost Your New Car Sales

    Some dealerships have found a good way to attract new car buyers to the dealership is to make sure they have a good selection of used cars that draw buyers to the lot which then gives their salespeople an opportunity to sell them a new car. It's a fact. Low prices will bring customers into your dealership. Often when people drive by a dealership and see good used cars at affordable prices they’ll stop in and look around just because they see cars they think are within their budget. Once they're in the dealership, it’s common for many of them to take the short walk from the used car area to the new cars section. That gives your salespeople a golden opportunity to make more new car sales. Another way a good used car selection helps new car sales is by giving buyers a chance to compare good used cars to great new cars. For the average car buyer, the choice is clear. New cars just look, smell, have better features, and drive better than used cars. Once a person is serious about buying a car, if you can show them how they can get a great new car for just a little more than a good used car, many of them will buy the new car. The key is to give them a clear comparison they can see and respond to. Read post

  • Show Love to Build Loyalty

    Earning, maintaining, and fostering relationships with customers is a large endeavor. You have to find new and inventive ways to keep your dealership top-of-mind to ensure they return to you for future vehicle needs. This month, OneCommand is promoting many ways to show love to customers. Here are three simple ideas for you to demonstrate your thanks and appreciation to customers to build loyalty. Make Your Dealership Personal Has anyone ever told you that it’s the little things that count? When building customer loyalty, it is absolutely true. Find ways to motivate your employees to make every interaction with customers personal, from how they approach a new customer on the lot to greeting a customer driving into your service drive, from spending time explaining a specific service to a customer to having fresh coffee in your waiting lounge. Each time there is an opportunity for your dealership to make a positive impression on a customer, encourage them to do so. It will go a long w...Read post

  • Recalls and the Connected Car: Is In-Vehicle Technology the Answer?

    Today’s cars come with very sophisticated technology, including live navigation with traffic and obstacle reports, collision avoidance systems, cell phone integration and wireless connectivity. Automakers are now investigating how they can leverage this technology to communicate any vehicle issues to vehicle owners. The OnStar system already reports vehicle concerns. These are collected from the vehicle itself and relayed via e-mail to both the owner and the dealership. These reports serve as a warning device to vehicle owners that their vehicle needs attention. Typically, these notifications revolve around regular maintenance, triggered by odometer readings, tire inflation pressures and other common indicators. But what if these connected cars could actually serve as notification centers? Or, better yet, receive actual updates to correct problems? The answer is -- they can. Tesla already does this.   One of the biggest challenges in implementing a recall is identifying and noti...Read post

  • News for the Week of 2.4

    Consumers want to engage with brands they share a connection with. Just like forming any relationship, we gravitate toward those who share similar interests, likes, and causes—and that means your dealership will need to open up and show its personal side in order for consumers to get a sense of who you truly are. There are a few things you’ll want to keep in mind as you reach out to online consumers and share your dealership’s personality...Read post

  • Know your Competition! What Independents Are Doing to Retain Customers

    There is a constant stream of advice from industry experts concerning customer loyalty and retention. While most of the advice is on point, a large piece is typically missing in the bigger picture. In order to increase market share, businesses must be aware of what their competition is doing. Turning a blind eye to pricing and marketing tactics of the dealership down the road can easily cost sales or service business. Savvy dealers check out what their competition is doing. But, these mystery shops or research data is usually limited to their franchised competitors, not independent repair facilities, which is a mistake.   A recent roundtable discussion published by Loyalty360 included key executives of some large independent repair franchises. It provides interesting insight into the mindsets and strategies they are using to build customer loyalty and keep customers coming back.   The roundtable included Robert Falconi, CEO and John Wiegand, SVP of Operations with Precision Tun...Read post

  • How Lexus Gets Results Using Big Data

    Big data. Big deal? You bet!! Advertising technologies can enable greater alignment between OEM’s and dealers. That’s not in question. When used correctly, these technologies can create a more seamless, personalized, and differentiated brand experience in a very competitive marketplace. Just ask Lexus.Read post

  • Auto Dealers Spend Too Much on Multiple Marketing Companies AutoLoop Finds

    A majority of auto dealers are spending their marketing budgets inefficiently, according to AutoLoop, LLC. The leading provider of auto industry marketing and customer relationship management solutions found that dealers are spending too much money due to overlap in vendor services. “Using multiple marketing vendors, all with overlapping services and all communicating with your customers, is not a good strategy,” said John Bottone, Vice President of National Sales, AutoLoop. “More importantly, it leads to a frustrated customer base hit with a barrage of redundant and mixed messages.” “Trying to manage and integrate multiple marketing vendors also creates very inefficient dealership operations,” Bottone continued. “Many dealers I know are working with 2, 3, or even 4 (or more) vendors. Each one represents a software product that is communicating in some way with the dealer’s customers, sending multiple, uncoordinated messages. This type of overlap can cost thousands of dollars each month and inevitably results in contradictive messaging.” Read post