REJECTION IS PART OF EVERY SALE.
EXPECT IT BUT DON’T ACCEPT IT.
Give up the sale to gain a customer.
Best way to build rapport: Ask questions on a subject that the customer is an expert on.”
There will be times customers will reject your friendly greeting and ask to be left alone. They will tell you that “They are just looking” or “They don’t like to be pressured” or “They never buy without sleeping over,” etc. Expect those reactions and be prepared for them.
What is the best way do deal with those kinds of rejections right at the first step in the process?
Give up the sale to gain a customer.”
You can’t make a sale unless you can build rapport with those customers. They just don’t want to give you the time of the day. They sure won’t let you make a sale.
What is the purpose of the sales process step two: Meet and Greet? It is to put people at ease.
These folks are under stress. You can’t put them at ease by being confrontational.
Why are they under stress? They are at a new place and meeting new people. That is stressful enough for many people. There may be many other reasons like:
- having to make a second or the first biggest purchase decision,
- fear of buying the wrong car and/or paying too much,
- memories of past unpleasant purchase experiences,
- a bad experience they had at another dealership.
Note that their stress is the result of them having to make a decision to buy a car. Why not remove that source and tell them something like:
“No problem. I don’t expect you to buy a car today and I’m glad that the pressure of selling you a car is off my shoulders. Now, let’s call this an information visit and I’ll be happy to answer any questions you may have.”
You just gave up the sale but you are on your way to gain a customer. If you make that above statement with sincerity and approach them with empathy, you will become fast friends with your customers. Guess what will most likely to happen if you continue and move them through your sales process? You will achieve your main purpose: Send them home in their new car as happy customers who will stay loyal to you.