Consulting
Fact Finding, Consulting and Vehicle Selection
Use a mix of open and to identify needs and buying motives and narrow down choices.
Start with open ended questions to gather information: Questions beginning with – Who, What, When, Where, Why, How
Use closed ended questions to narrow down options and confirm customer needs: Questions beginning with – Is, Do, Will, Have, Are.
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Have you been looking long?
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What type of car are you looking for?
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How are you going to use your car?
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Where do you drive?
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What features are important to you?
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Do you live locally?
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What do you do for a living?
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Who is the primary driver?
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How many members are in your family?
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What do you like or dislike about your current vehicle?
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Will you be trading it in?
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How long have you owned it?
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Do you have a loan on the vehicle?
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What are the monthly repayments?
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Is there a payout?
Use these questions to build a customer profile.
Ensure the prospect contact information is recorded in the walk-in system.
Identify vehicles in the product range that meet the customer’s needs.
Online Resources
Use open ended questions to build rapport
Asking Powerful Questions – Jeffrey Gitomer
