Top Banner
Sales Training ( Automobile) Dated:8/03/11
46

Sales Training PPT

Mar 28, 2015

Download

Documents

johnjsph
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
Page 1: Sales Training PPT

Sales Training ( Automobile)

Dated:8/03/11

Page 2: Sales Training PPT

Manufacturer

Insurance

Extended Warranty

Dealership SO

AccessoriesFinance

Satisfied Loyal Customer

Exchange Bonus

After Sales Service

Page 3: Sales Training PPT

Why is sales training Important• 2nd Largest investment in a man’s life.• Reflection of his personality/Status• Convenience• A source of incomeCritical issues today• Cost of maintenance• Fear of being cheated in a deal• Bulk Buying• Dissatisfied Customer

Page 4: Sales Training PPT

Why an Automobile

Need

Commercial Vehicle customers

Want

Loyal CustomersPersonal Customers

Desire

Taxis Leasing

Transport

Page 5: Sales Training PPT

Segmentation of MarketSales by Value Sales by Volume

Calculation of growth & health of Dealership hence Organisation

Segmentation done on ABC

-Mini (upto 3400 mm) M800 the only one-Compact (3401 to 4000 mm) Fabia, indica, santro, swift, alto, fusion etc...-Mid-Size (4001 to 4500 mm) ikon, fusion, aveo, city, accent, verna, logan, esteem, sx4, indigo, marina-Executive (4501 to 4700 mm) 3 series, optra, civic, elantra, c class, octavia, corolla-Premium (4701 to 5000 mm) 5, 6 series, accord, sonata, e class, superb, camry-Luxury (> 5001 mm) 7 series, S class

Page 6: Sales Training PPT

Key Areas of Expertise• Product Knowledge• Financing options• Insurance• Schemes running for the month• Schemes for corporate customers • Calculation of onroad price• Accessories that can be given free+ accessories/ services that can

be sold( body colored bumpers, teflon, underbody, fog lights, stereo)• Eligibility of customer for other schemes• Comparison of models within segment• Price / features/ mileage / availability of spare parts/ service stations• Visibility of product

Page 7: Sales Training PPT

Customer segmentation

Channel Sales

CSD B2BB2C Transporters

Corporate Sales

Leasing TaxiDGS&D EPCGBulk Deals

Where to reach your customer•Showroom•Office•Fairs/ Melas•Marriage portals/ Marriage Halls•Government Houses•Roadside Displays•Lotteries/Builders

Page 8: Sales Training PPT

Need Satisfaction Selling Process

Open

Probe

Support

Closing

Customer Needs

Page 9: Sales Training PPT

Lead Generation• Walkin• Cold calling• Advertisement• Events• Banners• Data from other subsidiaries• SMS/ email campaigns• Display(Corporates, Banks,Malls, associations)• Test drive• Service camps• Leasing• Taxi• CSD & DGS&D

Page 10: Sales Training PPT

sl No.Executives C Name mobile Alt. No. Email Address Organisation Model Price Hot Warm Cold1 Asok Mr Malhotra 995566432 2280422 [email protected] M59/3, Telco colony Telco swift 5 lakhs h2 Asok3 Asok4 Asok5 Asok6 Asok7 Asok8 Asok9 Asok

10 Asok11 Asok12 Asok13 Asok14 Asok15 Asok16 Asok17 Asok18192021222324

Data recording

Page 11: Sales Training PPT

1 Name of the Corporate Establishment Location

2 Industry type:(Manufacturing or Services)5 Key Admin.Persons name and designation: Contact no6 Chief of HR's name and designation Contact no e-mail7 Key decision maker's name and designation Contact no e-mail8 Employee details to asses potential Nos Policy

Total Employees Slab/Model potential/OpportunityEmployees get Company Cars VPs and above 0

GMsDGM/Dy GMs

Employees get Company Car loan support as CTC Mgrs to DGMsEmployees can own or buy with own CTC( 2 lac plus) Sup- Dy. Mgrs

Total potential/opportunity 0

(b) Current Vehicle information (Company & personal) Segment Industry MUL MUL ShareM800 &Omni

Qualatitive Mkt Share assesment A2A3A4+Total

Detail of Current Company Car Policy

Corporate Card

Company Specific Details

Page 12: Sales Training PPT

Tips to understand your Customer• Identify the influencer• Identify the key decision makers• Does the prospect enter the showroom with

family/ friend/ alone.• Is he looking for the best bargain on a model or

the best vehicle within budget.• In the showroom does the customer sit in the

driver’s seat.• Financial credibilty of customer

Page 13: Sales Training PPT

Follow Up• Classifying customers as Hot / Warm / Cold• Ask for a test Drive(If Possible at Home)• Calling within 2 days for Hot 10 for warm• Check for financing options/ model/ shade• Check inventory stocks• Never Commit what cannot be offered• Attend all morning meetings• Complaints redressal

Page 14: Sales Training PPT

Sales Process

1.      PREPARATION

2.       OPENING A CALL

3.       NEED ASSESMENT

4.       PRODUCT DEMONSTRATION

5.       ATTEMPTED CLOSING

6.       DEAL AND FINANCE

7.       VEHICLE DELIVERY PROCESS

8.       POST SALES FOLLOW UP

Page 15: Sales Training PPT

Preparation• Meet and Greet• Courteously exchange introductions with your

prospects.• Prospects must know that you are there to assist

them.• Start building rapport with your prospects!

• Prospects feel comfortable asking and answering questions.

Page 16: Sales Training PPT

Opening

• Memorize effective responses to common opening lines used by prospects at your dealership

• Maintaining a positive attitude and greet prospects with a warm and friendly personality

• Maintain eye to eye contact and address prospects by Sir/Madam

Page 17: Sales Training PPT

Need Assessment

• Begin by gathering information that will help you decide which vehicle will best suit the needs of your prospects.

• Never confuse the customer if he has a model in mind.

• Ask Quality questions(Family size, city use or highway use)

• Listen to each answer• Continue building rapport with your prospects

Page 18: Sales Training PPT

Common Egs.• I want… • I need• Its important to………• We must….• We’re looking for…..• We have to change…… • I hope…• Our objective is…..• What matters is……• My goal………• We are trying to……

Page 19: Sales Training PPT

Identify need

• Identify Need behind the need (Strategic needs)

• Demonstrate credibility,integrity, reliabilty (relate the experience of a recent customer)

• Decide on exactly what the customer wants

• Think of combinations of products + services the customer desires

Page 20: Sales Training PPT

Sales Impact LadderTrusted business advisorTrusted business advisor

Content SellerContent Seller

Professional visitorProfessional visitor

Price SellerPrice Seller

Needs satisfaction seller

IMPACT

Sales Person Behavior

Page 21: Sales Training PPT

Product Demonstration• Ensure the prospect is seated on the pilot

seat(Explain dash board while seated beside him)

• Start from the front and take him to the rear of the car

• When opening the boot ensure all doors are open to create a feeling of space

• Hand the specification list for all variants available

• If with family ensure everyone is seated then close the doors shut

• Test Drive must be arranged at all costs.

Page 22: Sales Training PPT

Attempted Closing• Try to verify if customer is also visiting other

dealers• Emphasize on service• Finance options available• Shade/ Variant preferred and availabilty of stock• Always arrange loans from

Dealership/manufacturer partnership.• Make the prospect feel that the car he receives

will be special and only for him.• Be clear on the accessories being provided free.

Page 23: Sales Training PPT

Closing TechniquesPositive Closing

• Assume that the customer has made up his mind to purchase, Customers tend to agree with the salesperson sometimes

• “Sir, so when do you want the car to be delivered?”

Page 24: Sales Training PPT

Two choice close• Offer two positive choices to the customer to

choose from. It is not a choice between a yes and a no, but rather between two yeses

• “Would you prefer the delivery on Tuesday or Wednesday?”

Page 25: Sales Training PPT

Open Offer Close

• And the silence is more important than the question. Too many salespersons do not wait for the answer, but rather start persuading the customer again, which is one of the major mistakes.

• “What do you think about the offer?”

Page 26: Sales Training PPT

Future Event Close

• To suggest buying as soon as possible, before something unfavorable happens

• “According to the company’s pricing policy we adjust the prices in December, so I would suggest you buy not later than November”

Page 27: Sales Training PPT

Pros & Cons Move• The salesperson understands that the

customer is in two minds, especially while also considering other models

• “I can appreciate this is a tough decision - what normally works is to write down a list of all the pro's and con's - two separate columns - and then we can both see clearly if overall it's the right thing to do...”

Page 28: Sales Training PPT

Step By Step Close• It is easier for the customer to agree on little

pieces than taking the whole offer at one bite

• The salesperson consults on different options and features and step by step takes his agreement

• “Lets finalize the car model and then later we could discuss the service pack and accessories”

Page 29: Sales Training PPT

If Close

• The salesperson agrees to do some ‘favour’ for the customer in return for the deal. Use it if your customer is hesitating to make a decision

• “If I promise to get your desired colour delivered by Tomorrow evening, will you be ready to sign the contract now?”

Page 30: Sales Training PPT

Common Mistakes

• Never go over someone’s head to make a sale, esp. if your original contact is evaluating you

• When there is a buying team always find out the role of each member.

• Functions and departments represented by them

• Never slight a contact at a lower level to get to a contact at a higher level

Page 31: Sales Training PPT

Vehicle delivery• Ensure the timing of delivery is confirmed• Ensure the vehicle is clean and ready for delivery atleast

45 mins before delivery in the parking lot• Have all the pending bills ready from the finance

department• The pujari should be aware of the time• Allow at least half an hour during delivery• Explain the features & benefits again about console, seat

adjustment , teflon etc. • Wish them the best and thank them for having chosen

you and your dealership.• Get your PSF filled (Finance , deal process, overall

experience, behavior)

Page 32: Sales Training PPT

Post Sales follow up• Call after a minimum of 1 week to find the

status of customer and vehicle

• Look for references

• Check if he requires any more accessories services

Page 33: Sales Training PPT

Thank You

Page 34: Sales Training PPT
Page 35: Sales Training PPT
Page 36: Sales Training PPT
Page 37: Sales Training PPT
Page 38: Sales Training PPT

Conflict

• Internal conflict

• Organisational conflict

• External conflict (controllable)

• External conflict (Uncontrollable)

Page 39: Sales Training PPT

From Conflict to Collaboration• Ex. 1• Write down 5 words that come to mind when you think of

conflict.• Rate them positive / negative/ mutual

• Conflict can be negative or positive

Handling makes the difference

Page 40: Sales Training PPT

Key areas

• Establish Mutual Involvement

• Seek to understand the other person’s point of view

• Present your perspective of the prob. And its impact

• Appropriate plan of action

• Express appreciation for other person’s effort.

Page 41: Sales Training PPT

Intimidator

Charateristics

• Speaks with authority

• Dominates, intimidates others

• Can be hostile & belligerant

• Pushes others around

• Doesn’t seem to take a breath

Page 42: Sales Training PPT

Brick mason

Characteristics

• Builds emotional walls between self and others

• Avoids conflict

• Remains silent or sya little

• Changes the subject

Page 43: Sales Training PPT

Historian

Characteristics

• Has a long detailed memory

• Keeps score of past problems, grievances

• Recounts events from the past- whether applicable or not

Page 44: Sales Training PPT

Magician

Characteristics

• Expects problemsto disappear into thin air

• Refuses to address issues

• Hides behind higher goals that may be politically incorrect

• Waves the flag of equality,customers,service,etc

Page 45: Sales Training PPT
Page 46: Sales Training PPT