Questions to ALWAYS ask on the car lot as a Car Salesman - Car Selling Tips

Summary

In this video, Andy, a top car salesperson, emphasizes the importance of asking strategic questions to guide customers through the buying process. Using a funnel analogy, he explains how to identify whether a customer is in the early or later stages of decision-making. By asking the right questions about preferences, trade-ins, and objections, salespeople can build rapport, address concerns, and ultimately close the sale. Andy shares valuable insights on how to leverage customer responses to adjust your approach, improve service, and achieve sales success.

Takeaways

• 😀 Understand where the customer is in the buying funnel: Are they just starting to look or are they already narrowing down their options?
• 😀 Asking the right questions early on is crucial: Simple questions like 'Have you driven one yet?' can open up the conversation and guide the sale.
• 😀 If the customer is still undecided, they are 'wide open' and could be sold anything — use this opportunity to explore different options with them.
• 😀 When a customer has already driven a vehicle, dig deeper into their experience by asking 'How did it drive?' and 'Why haven't you purchased one yet?'
• 😀 Identifying why the customer hasn't bought yet (e.g., low trade-in offers, bad experiences) can help tailor your sales pitch and avoid previous mistakes.
• 😀 Address trade-in concerns early: If a customer mentions their trade-in wasn’t valued properly, empathize and make sure to offer them a fair deal.
• 😀 When discussing trade-ins, ask for detailed maintenance history to better justify the trade-in offer and build trust with the customer.
• 😀 Use storytelling to prompt customers to think about necessary repairs: For example, share a story about a windshield wiper issue to prompt them to consider repairs.
• 😀 Set yourself up for the sale by gathering information upfront: The more you know about the customer’s car and needs, the better you can present the deal.
• 😀 Writing things down is key to retaining information: Whether it's questions, customer responses, or trade-in details, writing them helps in retaining crucial info for later negotiation.
• 😀 Don’t just present numbers – explain the reasoning behind them: Show the customer why they’re getting a great deal, using facts like their car’s condition and how holding onto it might cost them more.

Q & A

What is the purpose of the sales funnel mentioned in the video?

The sales funnel is used to visualize the customer’s journey through the buying process. The top of the funnel represents customers who are just entering the market (wide open), while the bottom of the funnel represents customers who are closer to making a decision but may still have reasons preventing them from buying.

How can a salesperson determine if a customer is at the top or bottom of the sales funnel?

A salesperson can determine where the customer is in the funnel by asking questions. If the customer is just starting to explore options (e.g., hasn't driven the car yet), they are at the top. If the customer has already done research or test-driven vehicles but hasn't made a purchase due to specific reasons, they are at the bottom.

Why is asking if the customer has driven a car crucial in the sales process?

Asking if the customer has driven the car helps gauge their familiarity with the vehicle. It reveals how serious the customer is about the specific model and helps the salesperson understand whether they need more information or persuasion to make a sale.

What is the significance of asking, 'Why haven't you purchased one yet?'

This question helps uncover any hidden objections or reasons preventing the customer from making a purchase. It provides crucial information that can be used to address concerns and close the sale, showing the customer that the salesperson is focused on their needs.

How should a salesperson handle a situation where a customer has previously had a negative experience with a salesperson?

The salesperson should acknowledge the customer’s concerns and empathize with them, while ensuring that the experience will be different at their dealership. Offering world-class customer service and building rapport is key to overcoming this objection.

What role does asking about a customer's trade-in play in the sales process?

Asking about a customer’s trade-in early helps gather important information that can guide the salesperson in handling negotiations later. It allows the salesperson to understand the customer’s expectations and avoid surprises during the final negotiation.

How does asking detailed questions about a trade-in vehicle (e.g., recent repairs or maintenance) benefit the salesperson?

By asking about recent repairs and maintenance, the salesperson gathers information that can be used to justify the trade-in value later. It helps determine if the car has been well-maintained or if additional issues might lower its value, which can be addressed during the negotiation.

What should a salesperson do if a customer says their trade-in was not valued high enough at another dealership?

The salesperson should empathize with the customer and explain that they will make sure to offer a fair trade-in value. They can use information gathered earlier, such as the customer's maintenance records, to offer the highest possible value and assure the customer that they won’t have the same negative experience.

How can a salesperson address concerns about a customer's trade-in not receiving enough value?

A salesperson can address this by showing the customer how the dealership values the car based on its condition and history. They can remind the customer of the money they've spent on repairs and maintenance, and explain how that contributes to the trade-in value.

What is the overall takeaway about the importance of asking the right questions in sales?

The overall takeaway is that asking the right questions allows the salesperson to gather the information necessary to guide the customer through the buying process. It helps uncover hidden objections, tailor responses, and ultimately close the sale by addressing the customer's unique needs and concerns.