How do sales consultants in 4s shops sell cars?

S shop is still the main automobile sales channel at present, occupying the main market share of automobile sales. Although it is influenced by online sales and comprehensive sales stores such as auto e-commerce and auto supermarkets, in the early days of policy opening, considerable sales staff are still needed to complete the car sales in 4S stores.

The following is a summary of the online sales process of 4S stores and the common expressions of the sales staff of 4S stores to help the 4S shop assistants who are new to the automobile sales line.

The general automobile sales process, from customer development to final after-sales tracking, usually has eight or nine links.

Comments on the reception process of salesman in 4S shop

Link 1: telephone consultation

The receptionist must answer the phone within three rings.

"Hello, welcome to call FAW-Volkswagen XX4S store. I'm XXX, a sales consultant. Glad to serve you! "

"What's your name, sir/miss? After getting the answer, ask the customer for information. Excuse me, what car does Mr./Ms. X want to inquire about? Have you seen the real XXX car? Where did you see it? " When answering customer questions, insert some customer information that we need to know properly in order to understand the possibility of customer transactions. )

"Excuse me, when do you think you have time to come to the store to see the car? I can also help you introduce the vehicles and prices in detail, and you can also get to know each other! " (Confirm the specific time of coming to the store, so as to reasonably arrange different customers to come to the store for negotiation on weekends. )

Link 2: In-store reception

Must go out to meet.

"Hello, Sir/Miss, welcome to FAW-Volkswagen XX4S store. Are you looking for an object or looking at a car? " If you are looking for someone, you need to be guided to sit down, rest and pour water or be guided to the person you are looking for. If you look at the car and start to introduce yourself: "Hello, let me introduce myself first. I'm XXX, a sales consultant. I'm glad to serve you. What is your name, please? " What car do you want to see when you come to the store today? I can introduce it to you and arrange a test drive for you in the future, so that you can experience the driving pleasure of our FAW-Volkswagen. "

You can't leave during the reception and you can't give it to others for reception. If you must leave, you must get the customer's consent and leave for no more than 5 minutes. Before leaving: "Excuse me, Mr./Miss X, I'm going to XXX, and I'll be back in about 5 minutes.". Do you think I need to add some water to you? " Or bring you some magazines or materials. Of course, you can take the materials with you. Please sit down and have a rest. I'll be back soon. "

When I was seated for the first time, I asked, "Mr./Ms. X, we have barley tea, black tea, coke and sprite. What would you like to drink? " Ask the customer for permission to pour water, pull a chair for the customer before taking a seat, and find the right time to praise the customer. If there are fellow travelers who want drinks together, don't let them be directly selected. Remember to remember that respecting peers will benefit from the follow-up negotiations.

Link 3: Demand Analysis

Questions on at least four topics must be asked in detail. "What is the budget of Mr. X/Miss X? How much are you going to spend on a car? Does it include tax? Do you want to buy a car for yourself or for others? Is it for commuting? Or choose a car for the company? Do you like outdoor activities? Like fishing? Go to road trip? Wait a minute. What configuration is required for the selected model? Such as sunroof, leather, manual or automatic? "

"You see, according to your needs, I recommend XXX model to you on the grounds of xxxx ... At present, this model has XXX color in our store, or we will have XXX model in the future. You can also consider it. "

Link 4: Vehicle Display

"Mr./Ms. X, let me show you the real car. Before entering the car, you can look at the color samples and configuration comparison in my IPAD, and then introduce the advantages and benefits of the configuration you are interested in with a real car. Come and see! "

"Mr. X/Miss X, have you been to other brand stores before you came to our FAW-Volkswagen store? Or are you considering other models? Next, when I introduce you, I can simply make a comparison so that you can give some help when choosing a car. " Next, according to the comparison between competing products and exhibition cars, introduce them to customers.

After the customer was invited to get on the bus, "Mr./Ms. X, this is XX-way manual/electric seat adjustment. Come on, you can try how the seat adjustment works by yourself, which is very convenient. " Next, you can introduce the material of the dashboard. Please touch it and hold three pairs of leather steering wheels to experience the feel and size. Then you can invite customers to the front and back of the car, personally weigh the hood and the simple way to open the trunk. Don't forget to explain the advantages and disadvantages of other brands in the meantime.

Link 5: Test Drive

"Mr./Ms. X just gave you a static display of the vehicle. Next, I invite you to enter the vehicle dynamic display, which is the test drive. The whole test drive takes about 30 minutes. Do you think the time schedule is sufficient? " After being recognized, "Have you been licensed for more than 1 year? Please show it to me if it is convenient. I'll go through the test drive formalities for you. It takes about 3 minutes. During this period, I will arrange the vehicle, adjust the comfortable temperature, prepare the drink for the test drive and copy the driver's license. Do you think I need to give you some more tea before I leave? " And leave?

Please sign the test drive agreement and bring it to the road map to introduce the test drive route. And remind customers to pay attention to safety and obey orders.

If the customer has already started the test drive, start asking how the customer feels. "Mr. X/Miss X, have you ever had a test drive in FAW-Volkswagen before? Or did you drive a friend's car? What are your doubts about the vehicle after driving? I can help you answer now. "

After getting on the bus, the customer first reminds all passengers to fasten their seat belts, and then begins to introduce the functions and configurations, especially the sound and air conditioning system. "Please fasten your seat belt to ensure the safety of test run. Besides, do you think the temperature inside the car is suitable? Is the decibel size of music appropriate? You can tell me at any time if you need anything, and I will help you adjust it. " Then understand the focus of the customer experience, "Mr./Ms. X, what kind of performance do you mainly want to experience?" After departure, tell the customer to pull up the handrail first, and then make a sudden acceleration and deceleration, and then ask the customer how they feel.

Link 6: Providing a Plan

"Mr./Ms. X, vehicle loan is the cheapest financing in the market, not to mention FAW-Volkswagen subsidizes us in this respect, which can be said to be the most affordable car purchase scheme. At present, we have partners such as China Construction Bank, China Merchants Bank and Popular Finance, and they all have different loan schemes. Let me give an example of China Construction Bank. Suppose the loan amount is XXX and the cycle is XX, then as long as the monthly repayment is made during this period, the down payment for car purchase is XXX. How reasonable do you think?

"Mr./Ms. X, insurance is a service that every motor vehicle needs to buy. At present, our FAW-Volkswagen xx cooperates with Ping An, Pacific, China Insurance and other big companies. You can choose at will. Of course, I personally suggest that you choose XX insurance company, because the price of insurance fluctuates with the types of insurance you buy. Here I suggest buying all basic insurance, including xxxx. Do you know all the conditions and items contained in each insurance? Shall I explain it to you one by one? There are some additional risks. I'm here to explain it to you one by one, which means # # #. Simply calculate, the cost of insurance is $ $ $ $. Will refund more and make up less according to the invoice amount. "

Link 7: Leave the store

After the reception, be sure to send the customer out of the automatic glass door and say, "Thank you very much for coming to the store to see the car. When is it convenient for me to contact you in the future? " Besides, are you satisfied with my reception?

Link 8: Follow-up actions

In the way customers like, use the company's landline to pay a return visit to customers within 24 hours.

Auto 4S stores that have existed for more than 20 years naturally have a mature sales model, which is very different from the sales model of auto e-commerce that has just started in recent years. For example, the process of selling cars on the new car e-commerce website Cat Auto Network is generally like this. First, check the model, city, price configuration and other information in Cat Mall, and then book or consult the customer service staff of the mall online to confirm the order and agree on the time and place to see the car. Then, test drive, car selection, payment, car delivery, etc. Compared with the process of selling cars in 4S stores, the preparation work is greatly simplified, and various auto finance services are provided to help consumers pay.