Máxima Conversão Aula 8 Scripts de Abertura

Summary

This script provides a comprehensive guide for car salespeople on how to engage with customers effectively, from the initial inquiry to closing the deal. It emphasizes the importance of personalized communication, asking key questions to understand customer preferences, and addressing their needs. The script also highlights strategies for dealing with clients who are unsure about their vehicle choice or budget, and provides insights into how to guide them toward a successful purchase by focusing on their motivations, such as vehicle features, price, and fit for their lifestyle.

Takeaways

• 😀 First step in customer interaction is presenting yourself to establish rapport. Be polite and clear in introducing yourself and your role.
• 😀 When customers inquire about a specific vehicle, always confirm their level of knowledge about the car. Ask if they’ve driven it, as this helps guide the conversation.
• 😀 Use direct questions to gauge customer interest, such as 'What caught your attention about this car?' to encourage more in-depth responses.
• 😀 If the customer is unsure or lacks specific knowledge, provide helpful details about the car’s features to educate them.
• 😀 Once the customer expresses interest in a car, ask about their main priorities (e.g., economy, comfort, design) to better understand their preferences.
• 😀 When the customer mentions a car they liked, find similar vehicles in your inventory that meet their preferences and mention them as alternatives.
• 😀 Always probe deeper into customer motivations, such as 'What will you primarily use the car for?' to understand their needs more accurately.
• 😀 Avoid pushing a quick sale. Instead, focus on building a relationship and gathering detailed information about what the customer is looking for.
• 😀 If the customer talks about their budget, respond with empathy. Acknowledge their financial boundaries but also suggest vehicles that fit within that range.
• 😀 When a customer asks for pricing information, never rush to provide a number. Instead, first gather more details about their requirements to give a better-tailored proposal.

Q & A

What is the first step when initiating a conversation with a customer?

The first step is to introduce yourself and establish rapport with the customer. You should greet the customer, state your name, and clarify that you are the salesperson assisting them. This helps to build trust and sets the stage for a smooth interaction.

How do you engage a customer who shows interest in a vehicle, like asking for a specific model?

When a customer asks for a specific model, ask them if they have already experienced the vehicle, such as asking, 'Have you driven the car before?' This helps determine their level of knowledge and interest and allows you to tailor the conversation accordingly.

What should you do if the customer knows about the vehicle but hasn't driven it?

If the customer is familiar with the car but hasn't driven it, you should probe further by asking what aspects of the car caught their attention, such as its comfort or fuel efficiency. This helps identify their needs and preferences.

What role does understanding a customer's budget play in the conversation?

Understanding the customer's budget is crucial because it helps you tailor your suggestions to vehicles within their price range. It also allows you to ask about other preferences, such as performance or size, to find the best fit for their needs.

How do you handle a customer who mentions that the price of the car is their main concern?

If the customer mentions price, you can acknowledge it and continue by asking what other features they value in a car, such as fuel efficiency, comfort, or performance. This will help ensure that you find a vehicle that fits both their budget and preferences.

Why is it important to ask the customer about their experience with the car they are interested in?

Asking about their experience with the car helps you gauge the depth of their interest and whether they are truly familiar with the vehicle. It also provides valuable insight into their expectations and whether the car meets their needs.

What does the term 'interest in the form of desire' refer to in the script?

The term 'interest in the form of desire' refers to customers who are not yet fully committed but are curious or have an emotional desire for a specific vehicle. This type of customer may need further probing to clarify their specific needs and desires.

How do you assess whether a customer is truly interested or just browsing?

You assess their interest by asking probing questions about what specifically caught their attention in the car and how it meets their needs. If they mention aspects such as fuel economy or comfort, they may be genuinely interested, whereas vague responses may suggest they are just browsing.

What is the purpose of the 'test of self-convincement' in the conversation?

The 'test of self-convincement' serves to have the customer articulate why they are interested in the car, essentially asking them to sell the car to themselves. This helps reinforce their commitment to the vehicle and provides you with further insights into their decision-making process.

What should be your approach if a customer expresses interest but hasn't decided on the exact vehicle?

If the customer expresses interest but hasn't decided on the exact vehicle, you should continue to ask questions to better understand their needs, such as asking about their usage plans (e.g., long trips vs. urban use) or what they prioritize in a vehicle. This helps narrow down their options and guide the conversation toward a suitable vehicle.