Start your customer’s experience on a positive note. First impression is critical in establishing a long-term relationship. Before greeting a customer you must be ready:
- Dress in compliance with your dealership’s dress code. Your clothing should be neat, clean, pressed.
- Your personal appearance should project a strong, positive image for the dealership.
- Have the right mental attitude that projects a friendly, outgoing attitude.
- You must sincerely ready to enjoy assisting your customer. Use upbeat tone of voice that conveys enthusiasm and energy.
Greeting should be enthusiastic, energetic, sincere and engaging.
It is about the first impression. It is a moment of truth for you and your customer(s).
You start closing the deal the moment you say ‘Hi!’ You can also lose them at hello.
Have a check up from the neck up.”
If you genuinely feel happy and glad to have this opportunity you will be positive and have the right attitude. Your customer will sense that and you will start off the right foot.
Be happy! Smile! Think about the last big deal you made. Here is another one…
Greet your customers promptly with a smile and a big welcome:
“Welcome to …….. My name is ……. and you are?”
Acknowledge everyone in the group, including children. (Some customers may want to avoid the handshaking process at first. Don’t make them uncomfortable.) Do not invade customers’ space. Commit the names into your memory. Use customers’ names during the conversation.
Make sure to get first and last names of everyone. Write them on a notebook or use your smart phone if you are having trouble remembering names. Address customer by his/her last name, unless otherwise requested.
“Can I help you?” is not a greeting. Stop using it. After the introductions, if you let them, they will tell you how you can help them. If they don’t, just say something like “You picked a great day to visit us. How did you find us?” or if the weather is not great “I’m glad you made it in today. How did you find us?” or simply “How are you doing today?”
How you look, what you say, and how you say it all matters. You want to put the customers at ease and move them to the next step in your sales process.
The customers expect to be greeted promptly. Some will be ready to talk to you, while others may want time alone to browse. In either event, they expect the salesperson to be available when they are ready to talk. If you see customers in the showroom or anywhere in dealership premises smile, greet them and ask to make sure they have been assisted. If not, offer assistance. Treat all customers as if they were a guest in your house.
Always remember the purpose of this step: Put them at ease.