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customer satisfaction

How to Make Your Dealership a World-Class Retailer

Picture this scene: An excited customer has been talking to your sales professionals, test riding motorcycles and finally makes the decision. Numbers are discussed, information is shared and a credit application is submitted. The customer is invited to have a seat in the customer lounge, enjoy a cup of questionable coffee and spend a little

Make the Buying Process More Enjoyable for Your Buyer

Involve your buyer as much as possible in the sales discussion. This is just plain common sense; conventional wisdom holds that while people hate to be sold, they love to buy. Ask your buyer questions to make him enjoy the act of buying more. Here are some examples: “On a scale of one to ten

My Holiday Selling Advice? Keep It Clean

As the holiday shopping season kicks into high gear, retail professionals will be busier than ever, and your job is to persuade shoppers to buy what you’re selling. My advice during this critically important but potentially lucrative and exciting time? Don’t be one of those brands, companies or individuals that skate the fine line between ethical

Black Friday Tip: Take Your Buyer’s Photo and Then Close the Sale

Black Friday is next week (Thanksgiving is early this year), so make sure your digital camera is fully charged. You’ll want to take lots of photos that day. You can literally put your buyer in the picture. I tell powersports retailers to take a digital photograph of their prospective buyers when they are considering which

How Much Credibility Do You Have?

In recent posts, I wrote about ways in which you can gain and lose credibility. Now it's time to evaluate your current level of credibility. Success in selling is tough to achieve if you don't have credibility as a sales professional. And credibility cannot be achieved if you do not possess the following three attributes:

Six Ways You Know You’re Making Progress With a Customer

How can you tell whether you’re making progress with a prospective buyer? Often, the answer lies in the degree to which that person trusts you and finds you a credible sales professional. For clues about how your customers feel about you, observe their actions — or inactions — to determine if you’re winning them over.

Next Time You Hear ‘No,’ Ask Different Questions

The next time a potential buyers says “no,” try asking different questions. Now, these can be rhetorical or actual questions. Either way, they soften your response, give you time to think and usually are greeted in the affirmative. For example: “May I ask you a question … ?” “May I speak candidly … ?” “May I

Sell More — Faster — By Asking Your Buyer These Questions

Looking for a way to speed toward closing the sale? Involve your buyer as much as possible in the sales discussion. This is just plain common sense; conventional wisdom holds that while people hate to be sold, they love to buy. So ask questions to make him or her enjoy the act of buying: