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The Best "Last Two" Questions to Ask BEFORE Getting the Proposal by Richard Keeney
The Best

It is my belief that these two questions need to be asked every time before leaving the customer to get a proposal from management.

 

Next to the last question to ask the customer before getting up to go for desk assistance:

“Is there any additional equipment you want me to factor into your proposal?”

 

You have given the customer a chance to share the other equipment they may be considering.  These are items they ask you to throw in if you want them to sign up. Often times it’s when you can least afford it; after you have already made previous deal concessions.


Maybe you really can afford to throw it in or at least share the cost with the customer.  Why not nip this issue in the bud before it has a chance to cost you money, or even put the deal at risk?  After you ask this question, and they said “no”, a few may still try later. However, this is when you simply state (with a smile of course),

 

“That’s precisely why I asked earlier, because at this point there really isn’t the room in this transaction, yet I’d be happy to get you a price on that, or would you just like to take care of that later on your own.  Maybe after you’ve enjoyed the vehicle for a while, you can then decide if it’s still important to you.”

 

Every desk manager has experienced salespeople who really need and want the deal.  Some are hoping management will go along with the program and throw it in the deal. I also know there are many strong, non-bashful salespeople who don’t lay down and write up the offer. These people see it as hundred dollar bills they don’t want to give up unless of course, it’s already a Mini (I’m joking right? Not! ). They hold firm for the dealership because they run with extreme pride when desking their deals.


Let’s move on to question number two.  Ask this final question before getting up and desking your deals:

“When the figures are agreeable, we are prepared to complete the rest of the paperwork right now, correct?”

 

Let me share my strong feelings for the precise wording here. First, I use the assumptive word “when”, not “if”. Next, the phrase “complete the rest of the paperwork, right now, correct?” (of course with an affirming head nod and a smile).


I mean, “do all the paperwork right now” isn’t walking on eggshells.  “Do the paperwork right now” is no soft shoe, and if there’s anything else that needs to be flushed out, it’s about to surface. Any other potential obstacles or loose ends in the customer's mind is coming out now.


It’s not unusual for salespeople to ask “If we get the figures right could we earn your business today?”, or some version of this.  I always want to avoid saying the same things other customers hear at other dealerships.  With earn your business today”, they can say “yes” with less commitment than the above alternative. Some say “yes” just to see what figures you can do, then ask for you to write it down on your exit visa, that’s your business card. And then, of course, they state they’ll “get back with you before they do anything.” The old joke used to be; “Ok, when you come back ask for “blue boy”; that’s me in the corner holding my breath waiting for you to come back.”


One of the first things some desk managers ask salespeople when desking deals is “are they here to do business today?” 


It sounds like we taught them how to ask the question, the less effective way.  Don’t reprogram them after training them, because they will always ask the customer the same way you asked them. 


Ok, one last thing.


If you require salespeople to fill out a needs assessment sheet with customers, then these two questions should be added to the very bottom, post demo, pre-desking.


If you would like to discuss this segment or any other issues important to you, give me a call.   I’ll do my best to assist.

 

RELATED: 

3 Strategies to Improve Vehicle Sales Gross IMMEDIATELY...

 

Richard Keeney, Co-Founder
The Mar-Kee Group
888-300-4629
251-680-6633 (cell)

The Mar-Kee Group is the leading provider of Automotive, Boat & RV Sales, Service & Management Training Solutions.

 


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