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.


  • Have you been looking long?

  • What type of car are you looking for?

  • How are you going to use your car?

  • Where do you drive?

  • What features are important to you?

  • Do you live locally?

  • What do you do for a living?

  • Who is the primary driver?

  • How many members are in your family?

  • What do you like or dislike about your current vehicle?

  • Will you be trading it in?

  • How long have you owned it?

  • Do you have a loan on the vehicle?

  • What are the monthly repayments?

  • 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




Mark Stonebridge

Dealership Coach

Bridge the Gap between Planning and Performance


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