1 / 28

Introduction

Introduction. Discussion: The 7 Steps to a Tire Sale Phrases to use to close a sale How to handle customer objections. FEMALE SHOPPERS. Women influence 80% of all purchase decisions They control 60% of the nation’s wealth They purchase 41% of all tires They shop and browse

iriswhite
Download Presentation

Introduction

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Introduction • Discussion: • The 7 Steps to a Tire Sale • Phrases to use to close a sale • How to handle customer objections

  2. FEMALE SHOPPERS • Women influence 80% of all purchase decisions • They control 60% of the nation’s wealth • They purchase 41% of all tires • They shop and browse • Gather data during discussion • Want interaction with others to help • Ask a lot of questions • Service oriented…they want help • Benefits driven

  3. Our Customers • They internet search and call • Talk to friends or relatives • They visit up to 3 retail outlets • Search For • Cost • Do I have to leave my car? • How long will it take? • Are they in stock? • How long will they last? • Warranty

  4. Our Customers • Do not be condescending • Talk in techno-talk • Stand behind the counter • Point at tires across the room • Leave sitting, wondering what is going on • Ask if they have to call wife or husband • Leave my vehicle unclean

  5. 7 Steps to a Tire Sale • Friendly Greeting • Analyze the Need • Show the New Tire Recommended • Explain the Benefits and Features • Ask for the Order • Thank the customer • Follow up call

  6. Step 1 The Friendly Greeting

  7. GREETING • The friendly greeting is a simple hello and welcome to NWT.  • You should greet the customer out from behind the counter, as soon as they enter the store. Offer a handshake. Meet halfway in the parking lot…you are going to visit the vehicle anyway…easy way to have customer at the vehicle when you analyze needs. • Eye contact • Appearance

  8. GREETING • An example of an appropriate greeting is “Good morning. My name is Frank. How may WE help you today?” • What are some greetings you use? • If you are busy with another customer, you could say: “Hello and welcome to NWT, Please look around for a moment and someone will be with you shortly.”

  9. GREETING • If you have the attitude that customers are interruptions, the customers will quickly detect that attitude. A sincere, friendly greeting can put the customer at ease and allow you to continue with the next step in the process. You are on stage…have fun

  10. People buy from people…people buy from people they trust…you are in the people business

  11. Step 2 ANALYZE THE NEED

  12. ANALYZE the Need • In order to satisfy your customer, the tire recommendation you make must be based on their needs. To determine the customer’s needs, you must do two things: • Look at the customer’s vehicle and tires • Ask Questions and LISTEN to the answer!

  13. Analyze the Need • Consider these items when you look at the customer’s vehicle and tires: • Remaining tread depth on current tires • Uneven or irregular wear on current tires • Vehicle use, condition, mileage and age of the vehicle • Size and type and speed rating of the tires • For light trucks, check for trailer hitches to indicate that they pull campers, boats, trailers, etc

  14. Questions To Ask • How did your current tires perform for you; what did you like best, like the least? • How many miles do you drive in a year? • How long do you plan to keep your vehicle? • Do you drive primarily on the highway or in the city? • How often is the vehicle used for hauling heavy loads? • Do you do on/off road driving? How much off-road? 96CJ052114

  15. Step 3 Show the Tire Show tire or tires recommended Do not point at the tire from behind the counter Take the customer to the tires let them touch it with you Begin with the Better or Best tires because they provide the greatest value to the customer Be confident of your choice This is the tire I recommend

  16. Show the tire • Show the tire that best fits their needs • Speed rating should be equal to original equipment or higher • Have more than one option in mind • Price point may be an issue be prepared • Trade ins?

  17. Step 4 FEATURES AND BENEFITS

  18. The value the customer will receive from the tire Refers to the physical characteristic of the tire that delivers the benefit Benefits Features

  19. Siping Improve traction Circumfrential Groove Disperse water PermaBlack Compound New tire look Whitewall/ White letter Improved appearance Asymmetric Tread Improved wet and dry traction for responsive handling FEATURE BENEFIT

  20. Step 5 Ask for the Order

  21. How To Handle Objections What To Do: Explanation: Pause and listen . Stop and take time to listen to exactly what the customer says the problem is. Ask questions Sometimes the customer will not say exactly what their concerns are so you must ask questions until you pinpoint the problem area. Emphasize Put yourself in the customer’s place -- state that you can understand their objection. Emphasize benefits Emphasize the benefits that prove value to the customer and how this tire will fit their personal needs. 96CJ052116

  22. How To Handle Price Objections Customer’s Objection What To Do A similar tire is available at a competitor for less money Let’s visit the website and check their pricing we beat all deals and we also have the free alignment check, free tire repair, road hazard coverage Price is too high Offer Goodyear Credit Card Re-analyze the need and be certain the proper tire was recommended -- show a lower priced tire, if necessary. 96CJ052117

  23. Other Objections Customer’s Objection What To Do “I don’t really have time today...I’ll come back later.” Offer customer ride back to the home/office Emphasize ______ minute installation If customer still wants to leave, schedule an appointment for another day “I’m just not sure what I want.” Go back to step 2 (Analyze the need) in the process Re-analyze the customer’s needs and ask more questions to find out what the customer REALLY wants/needs Either re-sell the same tire or recommend another based on discussion with customer 96CJ052118

  24. STEP 6 Thank the Customer • Review the invoice with the customer • Questions? • Cover the details of the installation process Return old tires? Wheel Lock Key? White out? Waiting or drop off? Secondary contact number? • Review our Free Services to protect their investment • Shake their hand

  25. STEP 7 • Follow up call • Time frame? • What to ask? • Thank them for their business • Inform them to call or stop by with any concerns

More Related