Honda automotive sales
Sales Assessment Results
67
Developing Closer
10 questions
Maximum score: 100
Completed in
You’ve demonstrated some solid sales techniques, particularly in acknowledging customer concerns and providing reassurance. Your ability to engage with customers through thoughtful questions is commendable, especially when you effectively explore their needs and emotions. However, there's a noticeable pattern of missing deeper connections, particularly when it comes to empathy and tailored solutions. Too often, responses come off as transactional rather than consultative, which can inhibit trust and rapport.
To elevate your game, I suggest diving deeper into Value Selling and Consultative Selling techniques. By honing in on these, you can better align your solutions with the customer's specific financial situations and emotional attachments. Remember, people buy from those they trust, and trust is built through genuine connection.
Take this coaching moment with you: Always lead with curiosity. Every customer has a unique story and set of needs. Your job is to uncover those needs and respond not just with solutions, but with understanding. Make your interactions about them, not just the sale. Aim higher; you have the potential to transform your average score into something exceptional. You’ve got this.
Question Breakdown
1.
6
/ 10Question:
"I'm concerned about how this purchase will impact my monthly budget in the long run."
Answer:
I can appreciate your concern about your monthly budget, all of my customers are on a budget including myself so I definitely understand where you are coming from on that. Based on what you’ve told me about your needs in your next vehicle purchase our vehicle checks the boxes on your safety needs, fuel efficiency needs, and your luxury needs for the specific clientele you will be driving around. Based on the value we provide in our vehicles this is a more than reasonable monthly commitment that I know will provide more value to you than you are paying. Mr customer, would you rather have a vehicle that is cheaper that doesn’t meet all your needs and leaves you unsatisfied or would you rather have a vehicle that exceeds all your expectations?
Feedback:
The response starts positively by acknowledging the customer's concern about their budget, which is a good approach. However, it could benefit from more specific exploration of the budget implications, such as discussing financing options or potential savings on fuel or maintenance with a Honda. The tone is generally appropriate, but it could be more empathetic towards the customer's specific financial situation. The closing question is engaging and encourages the customer to think about value versus cost, but it could be improved by directly addressing the budget concern more specifically. Overall, the response lacks depth in actively listening to the customer's financial worries and providing tailored solutions that align with their budget.
Incorporating a more structured value proposition, perhaps by using the Value Selling technique to directly relate the vehicle's benefits to the customer's financial situation, would enhance the effectiveness of the response.
Score: 6/10 for good acknowledgment and engagement but lacking specificity and in-depth value exploration.
2.
7
/ 10Question:
"What if I find a better deal with another dealership after making this commitment?"
Answer:
That’s a great question Mr customer. A lot of our customers actually do shop our prices around with competitors from time to time and what we have found is that either we end up being able to beat thier price and offer you a better deal OR the value we provide is unmatched in the market place based on fuel efficiency, safety and features that it wouldn’t make sense for you to go somewhere else. At the end of the day you are going to buy a vehicle when the deal is right correct Mr customer? So assuming that is true, what exactly about this deal makes you hesitant to buy?
Feedback:
The response effectively addresses the customer's concern by acknowledging their shopping behavior and providing reassurance about competitive pricing. The mention of unmatched value based on fuel efficiency, safety, and features aligns well with a solution-focused approach. However, the closing could be improved by more directly inviting the customer to share their specific hesitations before asking the follow-up question. This would allow for better curiosity and discovery, as well as encourage a more collaborative dialogue. Overall, the tone is appropriate for the automotive industry, but a bit more emphasis on active listening and exploring the customer's specific needs would enhance the engagement.
3.
8
/ 10Question:
"I need to ensure my partner agrees with this decision; how do I involve them in this process?"
Answer:
Great question Mr customer, we actually would prefer the other person involved in your decision making is present in this discussion. There are a few things we can do! Number 1 is we can put them on a zoom call or phone call with us so we can discuss all the important facts of this deal to make sure everyone is involved and on the same page. Number 2 would be we can give you a 72 hour pass to take this vehicle with you for a few days to go over everything with you partner at a more convenient time and can be on call for any questions or concerns you both may have. Mr customer does that sound like reasonable options to you?
Feedback:
The response effectively addresses the objection by encouraging the involvement of the partner in the decision-making process. The suggestion to have a Zoom or phone call is a proactive approach that facilitates clear communication and ensures both parties are informed. Offering a 72-hour pass to test the vehicle is a strong solution-focused tactic that allows the customer to involve their partner comfortably. However, the tone could be slightly more collaborative by using 'we' instead of 'you' in a few places to enhance rapport. The closing question is good, but a follow-up question could further demonstrate curiosity about the partner's preferences. Overall, this is a solid response with room for slight improvements in tone and engagement.
4.
8
/ 10Question:
"I’ve had a bad experience with a car purchase before, how can I be sure this is different?"
Answer:
I can appreciate your concern about having a bad experience when you have had them in the past. What I can tell you Mr customer is we would not have over 2,000 5 star Google reviews from our previous repeat and referral customers. On top of that we would not have the majority of our business being done with referral and repeat customers if the level of our car buying experience was not highly rated and sought after. I can assure you Mr customer this will be the best buying experience you have ever had. Now Mr customer what about those past car buying situations made them bad?
Feedback:
The response effectively addresses the customer's objection by acknowledging their concern and providing social proof through the mention of 2,000 five-star Google reviews. This aligns well with the need for reassurance in a car buying experience. The tone is appropriate, showing empathy and understanding. The salesperson also employs a consultative approach by asking about the specifics of the customer's past experiences, which demonstrates curiosity and a willingness to listen. However, the closing technique could be stronger by summarizing the benefits of the current buying experience more explicitly before transitioning to the question. Overall, the focus on value exploration is good, but it could be enhanced by highlighting specific aspects of the buying process that differentiate it from the customer's past experiences. Overall, this response is solid but could use minor improvements in closing and value demonstration.
Score: 8
5.
8
/ 10Question:
"What if my current car still has some value? Shouldn't I hold off until I can maximize that?"
Answer:
That’s an excellent question Mr customer. Your car absolutely has value! Which is why we would recommend rather than hold off, you trade your vehicle in today. Your care being a depreciating asset, will never be worth more than it is today so buy trading it in today you will be getting the most possible money you can for it. On top of that Mr customer you will max out that tax advantages you get by trading in your vehicle to us because you get credited for the difference on the purchase in North Carolina based on the value of your trade. If you wait too long Mr customer you could lose a large portion of that tax credit. Mr customer have you had your vehicle appraised recently to know the exact value of it?
Feedback:
Your response effectively addresses the customer's concern about the value of their current car. You acknowledge their point, which demonstrates active listening. The explanation regarding depreciation and tax advantages is clear and relevant, showcasing a solution-focused approach. Moreover, you posed a thoughtful question about their vehicle appraisal, which invites further discussion and shows curiosity. However, the communication could be slightly more concise to enhance clarity and impact. Additionally, a stronger closing technique could help move the conversation toward a decision. Overall, a solid response with room for improvement in clarity and closing.
6.
6
/ 10Question:
"Is it really worth it to switch from my current car if it's running fine now?"
Answer:
That’s a great question Mr customer. Switching from your current car now would solve 2 problems for you even though it runs fine now! Number 1 is it will maximize the deal potential you have to save the most money. It is worth more today in both value and tax credit then it will ever be worth in the future. Secondly Mr customer we don’t have a crystal ball to know the future. It is not a. Matter of if your current vehicle will have major repairs needed it will be a matter of when! With that in mind Mr customer wouldn’t it make sense to go ahead and solve this problem today!
Feedback:
Your response does a decent job of addressing the customer's concern by highlighting the potential savings and the unpredictability of future repairs. However, it could be improved by incorporating a more empathetic tone and addressing the emotional attachment they may have to their current vehicle. Consider asking open-ended questions to explore their needs further and to understand what features or benefits they are looking for in a new vehicle. Additionally, a closing technique that emphasizes urgency or a specific benefit could strengthen your argument. Overall, you're on the right track but could refine your approach for greater impact.
7.
5
/ 10Question:
"I’ve seen mixed reviews about Honda’s reliability; how do you address those concerns?"
Answer:
I can appreciate your concern for Hondas reliability based on the mixed reviews you have seen. Fact of the matter Mr customer is no matter what brand you look at there will always be mixed reviews. Honda has been the leading brand based on reliability for over 100 years and is an industry leader in reliability. If we weren’t we wouldn’t have so many loyal retreat and referral customers. In fact we have so much brand recognition for reliability that we are merging with Nissan and Mitsubishi because they can’t keep up with us. Mr customer why specific questions about Hondas reliability do you have?
Feedback:
The response starts well by acknowledging the customer's concern, which shows active listening. However, it lacks depth in addressing the reliability issue; merely stating that there will always be mixed reviews is somewhat dismissive. Referring to Honda's long-standing reputation and loyal customer base is effective, but the claim about merging with Nissan and Mitsubishi seems exaggerated and could confuse the customer. It would be better to provide specific data or examples of reliability metrics or awards to strengthen the argument. The closing question is good as it invites further discussion, but the overall tone could be more reassuring rather than defensive. Overall, the response could benefit from a more solution-focused approach and clearer communication.
8.
7
/ 10Question:
"I need to prioritize my current financial obligations; how can you assure me this won't strain my budget?"
Answer:
I agree Mr customer it is imperative that we ensure this make sense for you financially in your budget. There are a few ways we ensure this works out for you financially. Number 1 is the fuel efficiency you will receive with our vehicle. It has an average fuel efficiency of 36 mpg where as currently you are getting 28 mpg. That means fewer and cheaper trips to the gas station saving you money. Also we are reliable. The average cost of repair on our vehicle per year of ownership is $400 where as with most other brands it’s upwards of $1,000! That is how we can ensure you don’t strain your budget. Now Mr customer what exactly is your budget?
Feedback:
The response effectively addresses the customer's financial concerns by highlighting fuel efficiency and maintenance costs, which are relevant to an automotive sale. However, it lacks a deeper exploration of the customer's specific financial situation and needs, which could have been achieved through more open-ended questions. The tone is appropriate, but it could benefit from more empathy and reassurance. The closing question about the customer's budget is a good attempt at discovery but comes off as slightly abrupt. Overall, while the value proposition is clear, the approach could be more consultative and collaborative.
A score of 7 reflects the strengths in addressing the concern but indicates room for improvement in engagement and exploration of the customer's needs.
9.
5
/ 10Question:
"What if my job situation changes shortly after the purchase?"
Answer:
That’s a great question Mr customer. No need to worry about if your job situation changes after purchasing with us. We currently are looking at a 60 month financing option based on your current budget. What we can do to give you more financial freedom and changing is we can look at financing for 72-84 months so that the monthly payment option is lower. You can still pay it down as if it is a 60 month term but, if you run into any tight months do yo job changed you have a Lowe monthly commitment. Mr customer do you have a plan to change jobs soon?
Feedback:
The response attempts to address the customer's concern about job stability by offering flexible financing options. However, it could be improved by showing more empathy towards the customer's situation. The tone is somewhat transactional and lacks a sense of collaboration. It would have been beneficial to explore the customer's feelings more deeply and ask follow-up questions to understand their situation better. Additionally, the closing question about the customer's job plans feels a bit abrupt and could be rephrased to foster a more open dialogue. Overall, while the response provides a potential solution, it misses the mark on building rapport and demonstrating active listening.
Score: 5/10
10.
7
/ 10Question:
"I feel like I need more time to think this through, especially with all the options available."
Answer:
I understand Mr customer, I too like to take time to think about purchase thoroughly and don’t like to make any spontaneous decisions that are serious. What we can do is put you on a 72 hour pass to take the vehicle home and drive it for a few days to see how well it fits into your daily life so you can make sure it’s a good fit. However Mr customer I have been doing this long enough to know when someone tells me they need to think about it, it’s usually 1 of 2 things. 1 they don’t like the car, or 2 they don’t like the numbers. Mr customer you told me you LOVE the car! So it must being something within the deal numbers you are unsure about. Would you mind sharing what that is with me?
Feedback:
The response effectively acknowledges the customer's need for time and builds rapport by sharing a personal perspective. Offering a 72-hour pass for a test drive is a great solution-focused approach that allows the customer to explore their options further. However, the transition to addressing potential concerns about the vehicle or the deal could be smoother. The tone is generally appropriate but could benefit from a little more empathy towards the customer's hesitation. The assumption that the hesitation is due to either disliking the car or the numbers may come off as slightly presumptive. Instead, inviting the customer to share their thoughts before making assumptions would reflect better active listening. Overall, the response could improve by being more curious and less assumptive regarding the customer's feelings.