Retail Vehicle sales at a Toyota dealership
Sales Assessment Results
60
Developing Closer
10 questions
Maximum score: 100
Completed in
Your performance in this test shows a solid understanding of customer engagement, but let’s be real—you’ve got some areas that need serious work. You’ve demonstrated a good grasp of acknowledging objections and validating customer concerns, which is crucial in building rapport. However, your communication often lacks clarity and structure, making it hard for prospects to follow your reasoning. You have a tendency to rush through closing techniques without adequately exploring the customer’s specific needs, which diminishes the effectiveness of your approach.
You consistently miss opportunities to ask open-ended questions that would deepen your understanding of the customer's situation. Instead of just asking if they want to proceed, you should be curious about their concerns and priorities. You need to step up your game in solution exploration and value articulation; that’s where your true potential lies.
I suggest you dive into SPIN Selling and Value Selling. These techniques will help you structure your conversations better and focus on understanding and addressing customer needs in a more impactful way.
Coaching moment: Remember, sales isn’t just about making a sale; it’s about building a connection. Slow down, ask better questions, and truly listen. That’s how you’ll turn a good performance into a great one. You have the foundation, now make it shine!
Question Breakdown
1.
5
/ 10Question:
"I'm really interested in this vehicle, but I need more time to think about how it fits into my budget before making a decision."
Answer:
That’s great. You’re really interested in the vehicle, I understand you wanna make sure that it fits in your budget. Everything that you’ve told me today and the budget that you came in with we are $20 a month less me that it is the right vehicle. What am I missing? That would help you with the decision?
Feedback:
The response acknowledges the prospect's interest and concern about the budget, which is good. However, it lacks clarity and structured communication. The phrasing, 'Everything that you’ve told me today and the budget that you came in with we are $20 a month less me that it is the right vehicle,' is confusing. It seems like there’s a mix-up in wording that could be clearer. Instead of asking, "What am I missing?" it would be more effective to ask open-ended questions to explore the prospect's specific concerns about their budget further. For example, you could ask about any specific budget constraints or other factors they're considering. Additionally, a closing technique could have been applied here to gently encourage the prospect to move forward. Overall, while the intent is positive, the execution needs improvement for better clarity and engagement.
2.
7
/ 10Question:
"I’ve seen similar models at other dealerships priced lower, so why should I choose this one?"
Answer:
Yes, there are similar models at other dealerships that could be priced lower. Typically from what I’ve found is that there is a reason that they are priced lower. Could be the Carfax, the time they’ve had on their lot, whether they do or do not recondition their cars. Here at Toyota we run our cars through 160 point inspection with every single one of our cars to make sure that it is going to be a good reliable car for you. I understand your concern and for your peace of mind, let’s go walk the service department and I will show you. now you can see the value that you’re getting from this used car. That being said typically cheaper is not always better so did you want to take delivery today or would tomorrow be better for you?
Feedback:
The salesperson effectively acknowledges the objection by validating the prospect's concern and providing a rationale for the higher price through a focus on quality and inspections. The response demonstrates an understanding of potential problems with cheaper options, which is a good application of the Solution Selling approach. They also invite the customer to see the service department, which is a nice touch that adds a solution-focused approach. However, the closing technique used here is a bit abrupt; instead of asking whether they want to take delivery today or tomorrow, it might have been better to first gauge the customer’s interest based on the value presented. Overall, the communication is clear and maintains a professional tone. However, there's room for improvement in engaging the customer with more open-ended questions to explore their needs further and build rapport.
Score: 7/10
3.
6
/ 10Question:
"With everything going on in the market right now, I'm uncertain if now is the right time to make a big purchase like this."
Answer:
I completely understand right now. The market is up and down like a roller coaster. And I can see how that would make you feel uncertain. The great thing about buying right now is that it would be one less thing. With the market that you would have to worry about. Interest rates, fuel prices, and those things are fluctuating. This truck is going to help you save in fuel also with the manufacturer rebate and interest rate. Let’s put the shopping behind us. Take care of this today and get you moving forward. Does that sound fair?
Feedback:
The response does a fairly good job of acknowledging the prospect's concern about making a big purchase in an uncertain market. However, it could benefit from a more structured approach. While the salesperson empathizes with the prospect's feelings, they could enhance the effectiveness by implementing a more solution-focused method, such as presenting specific value propositions related to the vehicle's cost-saving features. Additionally, the closing technique used is an assumptive close, which may not be appropriate given the prospect's expressed uncertainty. It would be better to ask open-ended questions to further explore the prospect's concerns and needs, thereby demonstrating active listening and curiosity. Overall, the communication is clear but could be more engaging and collaborative. A score of 6 reflects the acknowledgment of concern but indicates room for improvement in solution exploration and closing technique.
4.
6
/ 10Question:
"I’ve had issues with service in the past at other dealerships; how can I trust that you’ll provide better support?"
Answer:
I understand that you’ve had issues with service at other dealerships, I have as well. I have been in the car business for 10 years and this was a huge. Coming to this dealership was making sure that my customers were taken care of after the sale, let’s take a walk in our service department and I can Why and how I feel the way I do. We have multiple service advisors and multiple lanes for service customers that way when you arrive you can pull in and be helped right away. We also have mobile service and pick up service that way no matter what you have going on in your life your vehicle is taken care of. Do you feel better about Service after seeing this? This should help you confidently decide. Did you want to do 60 or 72 months?
Feedback:
Your response does a good job of acknowledging the prospect's concern, which is important for building rapport. However, it could be improved by focusing more on the specific service issues they've faced and how your dealership will address those concerns directly. While sharing your experience in the car business adds credibility, consider using more structured solutions, such as specific examples of how you've resolved past service problems for other customers. The closing attempt feels a bit rushed; instead of jumping to financing options, ask more open-ended questions to ensure the prospect feels heard and understood. Overall, a solid effort but needs more depth and engagement.
5.
6
/ 10Question:
"I need to run this by my partner, and they might have a different opinion about the features we need."
Answer:
I understand that completely. When you guys were discussing this last night, what did your partner say that they needed? Does this fulfill everything that your partner needed? If they were here and were presented with the same options, what do you think they would say? Do you think they would be happy or upset? Let’s get this wrapped up so you can go show this to your partner.
Feedback:
The response effectively acknowledges the objection and encourages further discussion about the partner's needs, which is a good start. However, it could benefit from a more structured approach, perhaps by utilizing the SPIN Selling technique to explore the Situation and the specific Problem that the partner might have. Asking clear, open-ended questions can help draw out the partner's specific concerns and preferences. The closing attempt is somewhat abrupt and lacks urgency or an emphasis on the benefits of making a decision, which could lead to a more collaborative atmosphere. Overall, while the active listening is present, the clarity of communication and the solution-focused approach could be improved.
A score of 6 reflects that there is a good engagement, but there’s room for refining the approach to better facilitate a decision and address the partner's potential objections more effectively.
6.
7
/ 10Question:
"This vehicle seems great, but I’m worried about how it will handle in snowy conditions. What can you tell me about that?"
Answer:
Yes, in our area, snowy conditions are a factor when purchasing a vehicle, with this RAV4, you can rest assured that the all-wheel-drive system And options for drive modes will help you navigate snowy conditions. With the all-wheel-drive system. It consistently monitors the road and an emergency situation will actually adjust the power to each wheel to make sure that you go straight down the road. Do you see how this will help? Did you want to add roadside assistance?
Feedback:
The response effectively addresses the concern about handling in snowy conditions by highlighting the features of the all-wheel-drive system and its benefits. However, it could improve in a few areas:
1. **Clarity and Tone**: The communication is somewhat repetitive with phrases like "with this RAV4" and "with the all-wheel-drive system," which could be streamlined for clarity.
2. **Curiosity and Discovery**: While the salesperson does ask a question at the end, it might be more effective to ask a follow-up question about the prospect's specific driving conditions or experiences in snow, which would demonstrate active listening and a deeper understanding of their concerns.
3. **Closing Technique**: The closing technique used (asking about roadside assistance) feels a bit abrupt and may distract from the main concern. It would be better to address the customer's worry more thoroughly before transitioning to additional offerings.
4. **Value Exploration**: Discussing how the RAV4 has been rated for safety and performance in snowy conditions could enhance the perception of value.
Overall, the response shows good product knowledge and attempts to reassure the customer but lacks some finesse and engagement. A score of 7 reflects these strengths and areas for improvement.
7.
5
/ 10Question:
"I love the features of this model, but I'm not sure I can afford the monthly payments comfortably right now."
Answer:
I am so glad that you love the features of this model. Knowing that remember when we talked about fuel economy? This is going to save you 10 miles per gallon. After driving 100 miles you were going to save 10 miles. So that intern will save you for every thousand miles an extra $100. Also your previous car was costing you an extra $4000 a year In the service department so this is a higher monthly payment, but the hidden costs of keeping your current vehicle will cost you more in the long run. Did you want to finance or pay cash?
Feedback:
The response begins well by acknowledging the prospect's appreciation for the vehicle's features, which is a good start for building rapport. However, the explanation about fuel economy and savings is somewhat convoluted and lacks clarity. It seems to confuse potential savings without directly addressing the prospect's concern about affordability. The mention of previous vehicle maintenance costs is relevant but could be framed better to emphasize how the new vehicle is a financial advantage overall. Additionally, the closing question about financing or paying cash is appropriate, but it feels abrupt and doesn't guide the prospect toward a comfortable decision. Overall, the response could benefit from more focus on the prospect's financial concerns and a clearer articulation of how the new vehicle can be a smarter financial choice.
Score: 5/10 for unclear communication and insufficient exploration of the customer's affordability concern.
8.
5
/ 10Question:
"I’m considering a few options, but I'm not sure how this car fits with my lifestyle long-term, especially with my family growing."
Answer:
I get that you’re considering a few options, you wouldn’t be a savvy customer if you didn’t but knowing everything that you were looking for in this vehicle having everything that you needed, with the third row being able to lift up when you need it, I can see your family growing in this car. Also, the great thing about this vehicle is it holds its value very well, so in the off chance that your family grows beyond the capabilities of this vehicle, you can rest assure that you will be able to trade out of it into another one down the road with minimal loss. Now, did you want to go with the red one or the blue one?
Feedback:
The response acknowledges the prospect's consideration of multiple options, which is a good start. However, it lacks depth in exploring the specific needs of the customer regarding their growing family. While it mentions the vehicle's features and value retention, it could benefit from a more tailored solution that directly addresses potential concerns about space and comfort for a larger family. The closing technique seems a bit abrupt and doesn't fully engage the customer in a discussion about their needs. Asking more open-ended questions about their family's requirements would have been more effective. Overall, it needs improvement in curiosity, discovery, and active listening.
9.
6
/ 10Question:
"The timing feels off for me right now; there are a few other expenses that have come up I need to prioritize first."
Answer:
I understand that you have other expenses we all do. And you will still be able to prioritize those because we can have your first payment due in 45 days up to 90 days that way you can take care of the other expenses. Before your first payment, did you want to go with the 45 days or 90 days?
Feedback:
The response effectively addresses the concern by offering a solution that alleviates the immediate financial pressure of making a payment. However, it lacks a deeper exploration of the prospect's situation and does not ask any follow-up questions that could reveal more about their specific needs or priorities. Additionally, the tone could be more empathetic, as it seems a bit transactional and doesn't fully acknowledge the emotional aspect of financial decision-making. A better approach might include asking about the specific expenses they need to prioritize, which would show active listening and curiosity. Finally, while it provides a solution, it could benefit from reinforcing the value of the vehicle in the context of their overall needs. Overall, this response is on the right track but needs more depth and engagement.
Score: 6
10.
7
/ 10Question:
"I had a bad experience with a previous purchase, and I'm feeling hesitant to go through another process without assurance of a positive outcome."
Answer:
I understand that you’ve had a bad experience, I have had a bad experience at a dealership as well. That is what got me into the car business. I can see your hesitation to not want to go through the process again. What I can tell you is that I will do everything in my power to make this go as smooth as possible, understanding you through the process, finding you the right vehicle and getting you into the right budget. Is there anything else you want me to focus on?
Feedback:
Your response shows empathy by sharing a personal experience, which can help build rapport. However, while you acknowledged the prospect's feelings, you could enhance your answer by providing more specific reassurances about what makes your dealership different—for example, discussing any customer satisfaction guarantees, service policies, or positive testimonials. Additionally, you made a good move by asking if there's anything else to focus on, which shows curiosity and a willingness to listen. A slightly clearer structure and more emphasis on the value you can provide would strengthen your response. Overall, it’s a solid attempt but could be more effective with specific value exploration and assurance.