Customer development is mainly to tap potential customers, mainly through some online channels or the recommendation of others. In the step of developing potential customers in the sales process, the most important thing is to establish friendly relations with potential customers by understanding their purchasing needs. Sales staff can not invite potential customers until they confirm the relationship is established.
2. Customer reception
There are two ways for the exhibition hall to receive customers. One is a complete stranger's customer visit, and the other is an appointed customer visit. For a strange customer visit, we pay attention to the first impression. Give customers a good first impression, because customers usually have negative ideas about the car buying experience in advance, so the reception of polite professionals will eliminate the negative emotions of customers and lay a happy and harmonious tone for the buying process. Second, for customers who have already made an appointment, just follow the process. Of course, we should also show the spirit of professionalism and courtesy in the reception process.
3. Customer consultation
Face customers sincerely and confidently. The key point is to build customers' confidence in sales staff and dealers. Trust in salespeople will make customers feel relaxed and speak their needs freely, which is an important benefit that salespeople and dealers can gain by building customer trust in the consultation process.
4. Vehicle display and introduction
The key point is to launch products according to customers' personalized needs in order to gain customers' trust. Salespeople must convey the relevant product features related to their needs to customers and help them understand how the company's products meet their needs. Only in this way can customers realize the value of products. This step is not completed until the salesperson is recognized by the customer and chooses the desired car.
5 trial runs
This is the best opportunity for customers to get first-hand information about cars. During the test run, the salesperson should let the customer concentrate on the physical examination of the car and avoid too much conversation. Salespeople should explain customers' needs and purchase motives in order to build customers' trust.
Step 6 handle customer objections
In order to avoid arousing customers' doubts in the negotiation stage, it is very important for sales staff to let customers have some necessary information. In addition, the salesperson must take the lead in the whole process. If the salesperson has made clear the customer's demand for price and other conditions, and then put forward sales suggestions, thinking from the customer's point of view will make the customer feel that he is dealing with an honest and trustworthy friend, which will greatly improve the chance of closing the transaction.
Step 7 sign a contract
It is important to give customers enough time to make decisions and strengthen their confidence. Salespeople should be sensitive to customers' buying signal. A satisfactory agreement between both parties will pave the way for delivery.
8. Delivery service
Delivery of cars is the most exciting moment for customers. In this process, we must keep our promise, ensure the delivery time, and try our best to help customers get the car smoothly and get the car with guaranteed quality. This not only enhances the trust of customers, but also is the most critical step to establish friendly relations. At this time, it should be noted that the delivery time is limited, and the sales staff should take the time to answer any questions raised by customers. If you can't deliver the car according to the original time, you must sincerely apologize to the customer.
9, after-sales tracking
After the customer picks up the car, it does not mean that the sale is over. Generally speaking, your future customers are recommended by your customers. Therefore, as an automobile sales consultant, after the customer picks up the car, he must track the customer's car use in time, inform the customer in time if there is any activity, and give the customer meticulous care.
Automobile sales are an important part of consumer spending, which can well reflect consumers' confidence in economic prospects. Usually, car sales are the first-hand information for us to understand the strength of a country's economic cycle, which is earlier than other personal consumption data.
Therefore, automobile sales provide a good forecast for the retail sales and personal consumption expenditure announced later, accounting for 25% of retail sales and 8% of total consumption. In addition, car sales can also be used as an early signal of economic recession and recovery.
With the slowdown of economic development, the demand of the automobile market continues to be sluggish, and the development of 4S stores in 2065438+2002 bid farewell to the period of rapid growth. In 20 12, China * * * added more than 2,000 4S stores, totaling about 20,000.
Due to the difficulty in improving market sales, the pressure on dealers' inventory has gradually increased, coupled with the "restricted purchases and restrictions" in first-tier cities such as Beijing and Guangzhou, and the gradual slowdown in the growth rate of the first-class automobile market, the profitability of many dealer enterprises has declined in 20 12 years. At the same time, the decline in gross profit margin reflects that the new car sales business has gradually entered the era of low profit.