How to communicate with customers while working with less inventory

On the latest episode of Kain and Co., host David Kain, president of Kain Automotive, shares the language that works well when it comes to working with less inventory you have on the ground.

In today’s age, Kain says they’re seeing a lot of guests that are shopping near and far looking for the right vehicle they hope to purchase. It’s also a challenge when you receive a lead and you don’t have the inventory that is available for the guest. The key is to recognize that you’re not going to sell someone a vehicle you don’t have but you want to sell them something. You need to respond strategically when responding to guests in this particular situation.

Kain says you want to find out what drew the customer interest in the vehicle they’re shopping for. He says the first question you would ask is was it the price, color, or features you’re looking to have? That helps you figure out what they were shopping for. Whether it’s a new or used vehicle, customers are shopping at multiple dealerships. This also affords you the opportunity to learn from the customer, whether they were specifically in that vehicle or perhaps open to something else.

If you don’t have it in your local inventory, then double-check to see if you have it in your central inventory. Central inventory is vehicles in transit, online ordering, or locating a vehicle. When you give a guest an optimistic outlook that shows them you have a solution, which affords a better future for both of you.

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