Welcome to the first episode of Loyalty-Based Sales Strategies with Jen Suzuki on CBT News! In this series, Suzuki, president of eDealer Solutions, veteran sales coach, and NADA Academy guest instructor, shares her expert insights into the auto process along with valuable tactics that will help dealership teams drive unprecedented performance.
Key Takeaways
1. When customers come into the service department, they are often anxious, worrying over the money they will have to spend and the length of time needed to get their vehicle back on the road.
2. To combat customer anxiety in the service department, Suzuki recommends that dealer personnel greet clients as soon as they walk in the door and get the process started immediately. Strive to make the guest feel appreciated and welcomed in the first exchange.
3. When consumers call a dealership, their primary goal is to obtain pricing and availability information. This can make it difficult to transition the call into appointment scheduling.
4. To assert more control over the phone call, Suzuki recommends that sales professionals use tactics that slow down the conversation. Showing the customer appreciation by saying you appreciate their call, getting their name, and asking what they are looking for are ways to take back control from the client.
"We're trying to sell for loyalty right now, and so it all starts at Hello." — Jen Suzuki
