Let’s say you’re in the grocery store. You ask the cashier to point you in the direction of the canned soup. Eager to help, he tells you where the frozen pies are. He responded quickly and was friendly, but you walk away thinking he’s got a screw loose.
That scenario is no different than responding poorly to leads! If a customer asks you about the history of one of your used cars, are you going to respond by giving them a detailed description of the paint job? That doesn’t make any sense.
It’s important to really listen to the customer. Don’t be in such a hurry to respond to leads that you miss your customers’ questions. You want to respond quickly and accurately with the information they request. Your customers ask questions about the things that are most important to them. Don’t overlook their needs by furnishing the information YOU think is most important.
Go even further when responding; dig a little deeper in to your customers’ needs. For instance, if you receive a question about safety ratings, respond right away with the data, but also ask them questions to get more information. If the vehicle they’ve asked about doesn’t have the highest safety rating, include a couple of options that do. Statistics show that mothers tend to be the most concerned about safety, ask what the primary purpose of the car will be and begin building a relationship around what’s important to the consumer.
Talk is cheap, but being a good listener pays.