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Jared Hamilton
From: Jared Hamilton
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Tim Jennings

Tim Jennings Subaru Digital Process Strategist at Shift Digital

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First impressions and famous last words are two very important statements in relationship building. When we walk up to the customer for the very first time we have one shot at a first impression. Famous last words are a little more forgiving. Our famous last words will be replace with the next visit, next last words.
 
 
One of the best ways that I've found to break the ice is with humor. When you start off a conversation with a saying that makes a person smile, you are headed in the right direction. Anything that causes the muscles in your face to lift is beneficial In this case, the pull of gravity is your friend. By not trying to build this light-hearted rapport, you may have to worry about their face muscles making a downhill journey. Want to know my goal? I love it when customers say they had fun buying their car from me;
 
 
 

http://www.youtube.com/user/TomSparksBuick#p/u/36/SkNx3DjmB7w

 
 
So here are a few one liners that work well for me:
 
 
When walking up to customers asking them: Can I help you? There response is always... I'm just looking. Quickly, with a big smile I say, “That's great, I'm just showing today!”
The key is to be animated and quick with the response also have a huge smile when you say it. Works every time. Over half will then tell me why they are on the lot. The wall is down!
 
 
I work the store alone so I don't have the luxury of going on test drives.
After setting people up for a test drive, I take one step away from the car, turn back, and say;
"Oh yeah, if your gonna squeal the tires, do it about a block away 'cause I can here that far and I will be listening!" Gets a laugh every time.
 
 
This one you “MUST" have a big smile on when saying it. Customer comes in and ask for another salesperson; "Is Dan here?" "You didn't hear? He got hit by a bus today and the last thing he said was, 'Tim, take real good care of my customers!' They are still stunned, usually with a 'deer in the head lights' look, until I say loudly, “I'm kidding!”
 
 
In negotiation, when we are monies apart, I like to say; "Bob, you can bend my arm, but please don't break it! Uncle, Uncle! You have all the money I have to give up!" The key is laughing big while saying it.
 
 
Yet, it doesn't always work. Pick your spots. Examine the person personality. Here is one that went bad. The other salesman can get food negotiated into the deal so well that many he times he has to set a schedule for the ladies to bring in the food! They are happy to do it. Cooking is a hobby for many people. I saw how happy the people were to bring him in food. So, I tried it once. It was the wrong time, wrong delivery and the wrong person. Their response was something like this; 'What the hell am I, Cornell Sanders? Oops
 
Try some of these and see if you can make them work for you. Remember, laughter is contagious. Just like selling. And let me know what works for you? I'm always ready either a laugh or new word tracks or both. Would you like to share some...........
Bart Wilson
Humor is also a great way to handle small objections. I don't mean sarcasm, I mean genuine humor. If the objection is really important it will remain an objection. If it isn't a laugh will be shared and the deal will move forward. Too often we make a big deal out of objections and let them stop our momentum.
Jared Hamilton
We had a sales person once that when a customer would say, "Just looking." he would respond, "be careful, that's how I met my first wife." Funny? Perhaps the first time you hear it. Is it how I would want the guests treated at my store? No. Tim, our personality is awesome (contagious). Keep up the good work and enthusiasm for car deals. If everyone displayed your passion for people our industry would have a very different, (more positive) reputation. Thanks for sharing.
Katie Colihan
This is going to quickly become my favorite post. I'm a big humor fanatic and believe in the power of getting a customer to smile. (Did that sound like an after-school special?) When I've greeted a few customers in the showroom during my "in the dealership" days, I've gotten the "Just Looking" from many -a-man. To that, I say "Look no further." and I hold out my ring finger. That got me a few sales, a dozen eye rolls, and a lot of referral business.
Tim Jennings
Yes its is tricky when greeting strangers. . When trying out word tracks its important to watch the body language. Another one rolled off my lips today. Customer said “I''m just kicking tires”. Instantly I replied “Careful now, Don't stub your toes!” Got the laugh and then I went to Are you looking at other cars besides the....... SMILE, SMILE, SMILE, LAUGH, LAUGH LAUGH, makes selling of car less of a grind even when it becomes a grind.

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