Vehicle Delivery

Vehicle Delivery Process The purchase of a vehicle is generally the second biggest purchase most people ever make.  While salespeople deliver cars every day, the customer may only pick up a car every few years.  It is the salespersons responsibility to ensure that everything runs smoothly and make it special for the customer.  The vehicle […]

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Business Manager Introduction

Business Manager Introduction The performance of the F&I department is critical to overall dealership profitability. Dealerships need to develop sales procedures that maximise the finance and insurance opportunity on every vehicle sold. Finance and Insurance companies should have experienced trainers that can provide best practice procedures for sales department introductions to the business manager. The […]

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Aftermarket Introduction and Presentation

Improving Aftermarket Performance With the highly competitive nature of new car sales, the effect third party websites (ie. Carsales) has had on used car sales, and ASIC’s focus on increased regulation on finance and insurance products, aftermarket has become a key department for retaining gross within the dealership. Despite this, many sales and F&I staff […]

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Proposal

Presenting the Proposal Every dealership will have their own procedure for creating and setting out the proposal.  Whatever system is used it is important that it is consistent and is presented well. The proposal should include a detailed description of the vehicle and all relevant figures: Manufacturer’s RRP. Options Accessories Dealer delivery fees Government charges […]

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Trade Appraisal

Improve Gross Profit through better Trade Appraisal Processes In today’s information age, customers regularly come to the dealership armed with a Redbook valuation or have checked to see what their vehicle is being sold for on carsales.com.au. Developing strategies to bring customer trade-ins in at the correct value are critical to retaining gross in the […]

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Demonstration

Test your Test Drive The sales department should have designated test drive routes that take into account the type of vehicle and traffic conditions. eg. highway route, hilly route, twist & turns route. Ensure that you get a copy of the customer’s drivers licence prior to the test drive.  Many dealerships use the F&I business […]

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Product Presentation

Disc Profiling A salesperson should adapt their style to the customer’s personality. The DISC personality model can help you assess a customer’s personality. Online Resource DISC Profiling Explained   Product Knowledge Excellent product knowledge is essential in order to identify suitable vehicles and then tailor your presentation to customer’s specific needs and wants. Product knowledge […]

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Consulting

Fact Finding, Consulting and Vehicle Selection Use a mix of open and to identify needs and buying motives and narrow down choices. Start with open ended questions to gather information:  Questions beginning with – Who, What, When, Where, Why, How Use closed ended questions to narrow down options and confirm customer needs:  Questions beginning with […]

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Meet and Greet

Make your First Impressions Count   Look Good Be well dressed Have good posture and body language Have good eye contact Wear a name badge   Feel Good Smile Give off good energy Have Confidence Have a firm handshake   Smell Good Wear Deodorant Have Fresh breath   Listen Well Remember the customer’s name Listen […]

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Prospecting

When the going gets tough…. The tough go prospecting There is no doubt that prospecting is more work than waiting for the phone to ring or a customer to walk through the door.  The dealership needs to create prospecting systems and procedures for sales departments that identify potential prospects, communication channels, contact frequency, templates and phone […]

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