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As I discussed in Parts 1 and 2... There are four traits that every successful automotive consultant must possess. Though they may not be dominate in all these traits, in order to be a successful sales consultant, they must either have or be able to attain the following traits:
Today I would like to discuss Empathy and how this trait is another key to being successful in automotive sales.
Candidates with high empathy can sense the emotions, needs, and concerns of other people. They can put themselves in the customer's shoes, feel their pain, and anticipate their needs. They don't necessarily agree with other people all the time, condone their actions, or feel pity for their predicaments (that's sympathy, not empathy), but they understand and relate to them. This ability to connect with customers is important in finding the right words and tone for sales conversation and addressing stated and unstated customer desires.
It is important as a dealer or GM that you know as soon as possible if a candidate has enough empathy to be a successful sales consultant. Like Motivation, Empathy is Intrinsic (comes from ones self) and this is another area where having a means of assessing sales candidates' traits comes into play. By knowing this vital information upfront, you will be able to better assess whether a candidate will be a good investment of your time, money and have the potential to be a high performer.
If we can ever be of help to your dealerships hiring, retention and sales processes, please contact me anytime.
All The Best,
Hire The Winners