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.
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