Automobile sales consultant service skills and eloquence training directory

Chapter 1 Basis of Automobile Sales Consultants

Mass 1

Quality 1 display-appearance and mode II

I. Men's Clothing 2

Second, women's wear 3

Third, sitting posture 3

Fourth, standing posture 4

Five, posture five

Six, squat posture 5

Quality 2 Smile-the most beautiful language 6

1. Smile like a stewardess

Second, the three combinations of smiles 6

Third, always smile.

Quality 3 Etiquette-Silent Language 7

I. handshake etiquette 7

Second, the telephone etiquette 8

Third, business card etiquette 9

Related links: Seven Bad Habits 10

Quality 4 major-common terms 1 1

I. Vehicle weight, overall dimensions and performance 1 1

Second, the model, dynamic braking 12

Three. Other functions of the vehicle 13

Iv. Automatic transmission gear 14

V. Common English for Automobile Sales 15

Chapter I Automobile Sales Consulting Services

Skills 17

Skills 1 customer development 18

Method 1: Dig from people you know 18.

Method 2: Get the list 18 from your own 4S store.

Method 3: Get information from social organizations 18

Method 4: Excavate 18 from the owner.

Method 5: Get 19 from the news section of the newspaper.

Method 6: From car service and technical personnel

Get information 19

Method 7: Looking for valuable information from peers 19

Method 8: from the customer data of the former salesperson.

Get information from 19.

Method 9: Sort out the information from the 4S shop phone 19.

Method 10: collecting information from vehicle exhibition 20

Method 1 1: get information from the forum of automobile website 20.

Method 12: obtaining information from associations and public welfare activities 20

Method 13: Obtaining information from used cars, car washes and other related automobile places 20

Method 14: get information from local yellow pages phonebook 20

Method 15: Get the information about the car club, celebrations and festivals held by 4S Store 2 1

Method 16: Looking for information from customers who have bought cars 2 1

Skill 2 Potential Customer Assessment 2 1

Evaluation 1: M (money)-money 22

Evaluation 2: A (authority)-decision-making power 22

Assessment 3: n (Need)-Purchasing Requirement 23

Evaluation 4: Eliminating the False and Preserving the True 23

Related links: new terms of the eight major cars 24

Skill 3 Customer File Management 25

I. Customer Category 25

Category 1: Category A (basic current account) 25

Category II: Category B (General Current Account) 25

Category III: Category C (General Current Account) 25

Second, the customer file registration form 26

Third, private car customer information 26

Four, the company car customer information 26

Skill 4 Sales Preparation 29

Preparation 1: psychological preparation 29

Related links: A must for auto professional sales consultants.

Eight charms 29

Preparation 2: Image Preparation 30

Preparation 3: Sales Tools Preparation 3 1

Preparation 4: Familiarize yourself with the products sold 3 1

Skill 5 Telephone Reception 32

Step 1: Pre-preparation 32

Step 2: Answer the phone 33

Step 3: Answer Consultation 33

Step 4: Invite to the store.

Step 5: Record Information 33

Step 6: Thank you

Related links: the world's four major automobile cities 35

Skills 6 Exhibition Hall Reception 36

Step 1: Welcome customers 37

Step 2: Say hello.

introduce oneself

Related links: tips for using business cards 37

Step 4: Ask the customer's name 37

Step 5: Provide Services 38

Related links: ways to understand customer needs 38

Skills 7 Needs Analysis 39

Analysis 1: customer information 39

Analysis 2: Existing Model 39

Analysis 3: Vehicle usage 40

Analysis 4: Car Purchase Budget 4 1

Analysis 5: car purchase intention 4 1

Analysis 6: Estimated car purchase time 42

Skills 8 Greetings (Exhibition Hall Reception) 42

I. Selection of topics 42

Two. Precautions for greetings 43

Tip 9 Different Customer Sales Responses 44

I. False 44

Ii. suspicious nature 45

Third, the emotional impulse type 46

Four, taciturn 46

V. Prejudice 46

VI. Conservative 47

Related Links: Three Signs of "Green Car" 47

VII. Introversion 47

Eight, opinionated 48

Ix. Indecision 48

Ten, smart and rational 48

Skills 10 introduction around-six-point introduction method 49

First, the front 50 of the car

Second, the driver side 50

Third, the rear 5 1

4. Passenger side 5 1

Verb (abbreviation of verb) engine room 5 1

Internal intransitive verbs 52

Skills 1 1FAB Introduction Method 53

I. FAB rule 53

Two. FAB introduction method 54

Third, FAB introduction skills 55

Four. Preparation 55

Skills 12 test drive 56

Stage 1: Test Drive Preparation 57

Stage 2: Static Introduction 58

The third stage: dynamic activities 58

Stage 4: Commissioning Conclusion 60

Skills 13 objection handling 6 1

I. Types of objections 62

Ii. reasons for objection 62

Three. Preparation for handling customer objections 64

Fourth, the attitude towards customer objections 65

Verb (abbreviation of verb) principle of handling customer objections 66