Cars
Sales Assessment Results
42
Needs Improvement
10 questions
Maximum score: 100
Completed in
Let's get real: your performance is lacking, and the average score of 4.2 reflects that. You're not connecting with your customers on a deeper level, and it shows in your responses. Your strongest technique seems to be curiosity, as you encourage customers to share their needs, but that’s just scratching the surface. You need to wrap that curiosity in empathy and understanding to truly resonate with your prospects.
A consistent pattern in your responses is a failure to acknowledge customer concerns adequately. You tend to jump straight into questions or vague statements without addressing their feelings or providing concrete examples to alleviate their anxieties. You have the raw potential, but it feels like you're often missing the mark when it comes to building trust and rapport.
To turn things around, you should dive into the art of empathy and the consultative selling approach. Focus on genuinely understanding your customers' pain points and showing them you're on their side. Practicing techniques like SPIN Selling and Consultative Selling could help you refine your ability to engage customers meaningfully.
Remember, sales is not just about making a transaction; it’s about building relationships. Take this coaching moment to heart: before you ask questions, pause and acknowledge your customer's feelings. Show them you care about their concerns. If you can master that, you'll not only see an improvement in your scores but also in your relationships with customers. Time to step it up!
Question Breakdown
1.
2
/ 10Question:
"I'm really concerned about how this will fit into my budget; the monthly payments seem a bit steep right now."
Answer:
I understand it’s about the budget. If you had to stretch what would be your max, and if you had too, but no more than.
Feedback:
The response lacks empathy and fails to address the customer's concern about the steep monthly payments adequately. Instead of exploring the customer's budget constraints, it jumps into a probing question without showing understanding or offering potential solutions. It would have been more effective to acknowledge the concern fully and discuss options that align with their budget. Additionally, the phrasing is unclear and can confuse the prospect.
To improve, consider offering solutions like financing options or discussing different models that might fit the budget better, as well as clearly acknowledging their concerns before probing for more information.
2.
4
/ 10Question:
"I've had issues in the past with a dealership promising one thing and delivering another; how do I know this will be different?"
Answer:
At our dealership we take guest satisfaction seriously. I want to make sure that you are completely satisfied before you drive off. Tell me how could we make this the best experience for you?
Feedback:
The response attempts to address the customer's concern about past unfulfilled promises but lacks specificity. By focusing solely on satisfaction and asking an open-ended question, it does not assure the customer about the differences in your dealership's approach compared to their past experiences. It would have been more effective to provide concrete examples of your dealership's commitment to transparency and customer satisfaction, such as testimonials, guarantees, or specific policies that differentiate your service. Additionally, using language that directly acknowledges the customer's concern would help build trust and rapport.
To improve, consider offering reassurance through evidence of accountability and commitment to promises made.
3.
3
/ 10Question:
"What if I change my mind after making this purchase? Is there any kind of return policy?"
Answer:
No, however if get home and there is an issue we would like to correct it to the best that we can. Additionally, we have an encore specialist that comes out to your home or office to go over the vehicle and even give you some tips and tricks about your new vehicle.
Feedback:
The response lacks a direct acknowledgment of the customer's concern about the return policy. Simply stating there is no return policy can create anxiety for the buyer. Instead, it would be beneficial to first empathize with the customer's concern regarding buyer's remorse, then explain any warranty or satisfaction guarantees that might alleviate that worry. Mentioning the encore specialist is a good touch, but it feels like an afterthought rather than a core part of addressing the objection. To improve, clarify any steps the dealership takes to ensure customer satisfaction after the purchase and reassure the customer that their concerns are taken seriously.
4.
5
/ 10Question:
"I need something reliable for my family, but I also want to make sure it's not going to break the bank on fuel costs."
Answer:
Wow! I can relate we have a full range of hybrids and fuel efficient options so you wont break the bank filling up.
Feedback:
The response does well to acknowledge the importance of reliability and fuel efficiency for the customer's family needs. However, it lacks depth and fails to fully address the concern about balancing reliability with cost-effectiveness in fuel consumption. It would be beneficial to provide specific examples of hybrid or fuel-efficient models available, perhaps highlighting their reliability ratings or customer testimonials. Additionally, elaborating on any warranties or maintenance programs available for these models would enhance the customer's trust in the options being presented. To improve, consider asking the customer what features they value most in a reliable vehicle and how fuel efficiency plays into their overall budget.
5.
4
/ 10Question:
"Can you clarify how this model holds up against the competition in terms of resale value?"
Answer:
Amazing question. We are as good as if not better than resale of our top closest competitors.
Feedback:
The response acknowledges the customer's question but is vague and lacks detailed information. Simply stating that your model is "as good as if not better" does not provide the prospect with the comparative information they are seeking. It would be more effective to present specific data, such as resale value percentages, comparisons with competitor models, or industry ratings that support your claim. Additionally, mentioning any warranties or services that might enhance the vehicle's resale value could add further value to your answer. Overall, the response should aim to provide clearer evidence or examples to strengthen your position and build trust with the customer.
6.
6
/ 10Question:
"My current car has certain features that I love; will this one meet those needs or am I going to miss them?"
Answer:
What is the number one feature you wish you had? What are the features you love and want to keep on your new car?
Feedback:
The response demonstrates curiosity and encourages the customer to discuss their needs, which is a positive aspect. However, it lacks direct acknowledgment of the customer's concern about potentially missing features they currently enjoy. It would be more effective to first empathize with their attachment to those features and then ask about them. Additionally, once the customer shares their features, the salesperson should provide specific examples of how the new model can fulfill those needs or even improve upon them. This approach would show that you are attentive to their preferences and dedicated to finding a suitable solution. To enhance your response, consider including a statement that directly reassures the customer about meeting or exceeding their current car's features.
7.
5
/ 10Question:
"I’m worried about the ongoing maintenance costs; how does this vehicle perform in that regard?"
Answer:
We offer a one year 15,000 maintenance interval saving you time when it ready for service. A lot of our guest opt in for the prepaid maintenance packages. My business manager will go over the options with you when you are signing for your new car.
Feedback:
The response provides some valuable information regarding the maintenance interval and prepaid maintenance packages, which is a good start. However, it misses an opportunity to fully address the customer's worry about ongoing costs. It would be more effective to express understanding of their concerns about maintenance costs and provide specific information on typical costs for maintenance tasks or comparisons to competitors. Also, it could benefit from discussing the overall reliability of the vehicle or any warranties that might mitigate these costs further. Additionally, engaging the customer with questions about their concerns regarding maintenance could foster a more collaborative discussion. To improve, consider clearly outlining how these maintenance options can ease their financial burden in the long term.
8.
4
/ 10Question:
"I’ve heard mixed reviews about the after-sales service at your dealership; how can you assure me that I won’t face problems down the line?"
Answer:
I believe our google reviews speak for themselves selves we have a 4.4 google score and you have a direct line to me incase you cannot get through for any reason.
Feedback:
The response attempts to leverage positive Google reviews to address the customer's concern about after-sales service; however, it lacks depth and fails to provide a strong assurance. Simply stating the Google score does not directly address the prospect's fears about potential problems. It would be more effective to share specific examples of how your dealership has successfully resolved customer issues in the past, or to mention any guarantees or policies in place that ensure a high level of service. Additionally, offering to discuss the nature of the reviews or inviting the customer to ask questions would foster a more engaging and reassuring dialogue. To improve, focus on building trust through concrete examples of customer satisfaction and open communication.
9.
3
/ 10Question:
"What if I find a better deal elsewhere after I've made my purchase? Is there any price protection?"
Answer:
We do match our competitors.
Feedback:
The response attempts to address the customer's concern about finding a better deal elsewhere by stating that your dealership matches competitors' prices. However, it falls short by being overly brief and not providing sufficient reassurance or detail regarding the price protection policy. It would be more effective to explain how your price matching works, any conditions that apply, and emphasize the value of the overall customer experience, including post-purchase service and support. Additionally, acknowledging the customer's fear of buyer's remorse would foster a more empathetic connection. To improve, consider elaborating on how you ensure customers feel secure in their purchase decision with guarantees or additional benefits.
10.
6
/ 10Question:
"I really don’t want to go through a lengthy approval process; how quickly can I finalize the purchase?"
Answer:
I understand we can typically complete the process in under 90 minutes.
Feedback:
The response effectively addresses the customer's concern about the length of the approval process by providing a specific time frame, which is good for managing expectations. However, it would improve significantly by showing empathy towards the customer's desire for a quick and smooth transaction. Additionally, offering to guide them through the process or explaining any steps you can take to expedite it would further enhance the response. Engaging the customer with questions about any other concerns they have regarding the approval process could also foster a more collaborative dialogue. To elevate your answer, consider emphasizing how the process is designed to be efficient and hassle-free for the customer.