Delivery is when a customer takes delivery of their car. This is when you actually give the customer the key after signing paperwork and go over the equipment and operation of the car.
This is one of the most important steps for a car salesman in the "10 Steps Road To The Sale." Many customers do not realize that Salesman are graded on the whole sales process. If you have ever purchased a new car and received a survey from the manufacturer, you gave your salesman his report card if you filled it out and sent it back. There are questions such as, overall how satisfied are you with the dealership? Has anyone from the dealership contacted you since your purchase? How satisfied are you with your salesman? Finance? Etc. The is the salesman's "CSI" report card, or Customer Satisfaction Index.
The most important tip I can give a salesman is show the customer how to operate the Radio, air condition and heat controls, driver info. center, etc. Make sure the customer is familiar with all buttons and gadgets. Make sure you go over the owners manual and cover all aspects of the warranty that the car offers. Make sure the customer knows the roadside assistance number and how to look up problems. A little trick I learned; When you go over the owners manual, put 5 cards inside the front of the manual. Tell the customer to give a card to the first 5 people that they show their car to. Everyone will show their car to at least 5 friends or family and this will put your name in front of at least 5 more people. When they hear the praises from your current customer, they will beat a path to your door and feel comfortable already because you helped their friend get a car.
Don't forget to introduce your customer to the service department. This is very important because a customer that is familiar with your service department will have their car serviced there. This keeps your customer coming back to the dealership so that when they are ready to purchase again, they will already be familiar with you and your dealership. Don't hide when a customer has a problem! This is your chance to show a customer that you will be there for them even when they have a problem. This will help with your referral business as well as your repeat business and this is something that all salesman need.
Cars are getting more sophisticated and there is more things to go over, but do not shortcut the delivery process. This is the step where you get the most referrals. This is the last thing the customer will remember about their purchase and will have the greatest deciding factor on how your survey will be completed. If your customer is in a hurry or you do not have the proper time to finish the delivery process, set an appointment for the Delivery. Have the customer come back the next day or go to the customers house to make sure they know how to operate the car. The customer will appreciate the fact that you want to make sure everything is explained and will not have a problem coming back to see you. The Delivery is a vital part of our job so take your time and do it properly. Happy selling!
Check out 10 Steps-Road To The Sale
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