You can walk into almost any dealership and while the same cars might be on the lot, the same service will not be provided to each buyer. Some buyers rave and others feel jilted – and it’s interesting to note that much of the time, it’s not the dealership involved but instead the dynamic emerging from within.
Clear Communication Will Always Help
The buyers who get the best service up front are the ones who know what they want – and more importantly, what’s clear about what they want right off the bat. If a buyer comes in without any games, like pretending they’re definitely committed because they’re trying to “get a better deal” when they really just want to see if they like something, they’re setting themselves up for success.
For example, someone says “I’m looking for a family SUV that costs no more than $35,000 and has good safety reviews.” The sales team can help them. In contrast, if someone comes in saying “I’m just looking,” or “I’m not exactly sure what I want,” it’s hard for anyone to help them – especially if they’re actually early on in the process and not ready to buy anyway. There’s nothing wrong with wanting to compare options but being vague about it only delays progress for everyone.
Approaching the interaction not as an investment but a conversation from handshake to purchase will always help – sales staff appreciate being treated like people, not hindrances.
Buyers Who Do Their Homework Are Better Off
Many buyers who do their research ahead of time get great service – basic research – as in, they know their price range, have an idea of vehicle styles they’re interested in, and understand general pricing expectations. This doesn’t mean they need to become experts on every vehicle and every specification known to mankind.
However, a foundation of knowledge is always better than starting from scratch. Thus, understanding car sales options before stepping foot on a sales floor will encourage better inquiry due to familiarity, allowing for better conversation instead of vague questions.
Sales staff prefer when people have done their research because they’re interested in something specific which reduces unnecessary conversation as to what’s available and instead focuses on what helps make decisions for better vehicles and better outcomes.
Common Courtesy and Respect Works Both Ways
The buyers who get the best service are generally those who appreciate everyone’s time and everyone’s expertise. They hold appointments, show up when they say they will, and understand that sales staff do this for a living instead of purposefully getting in the buyer’s way.
That said, being a pushover isn’t encouraged – and it’s important to negotiate; however, doing so with professionalism goes a long way. Buyers who treat their potential acquisitions with respect – with simple politeness – get reported better results than those who enter with a chip on their shoulder.
Sales staff work with multiple buyers each day – they remember those who stand out for good reasons and thus get that little something extra when it comes to finding something right for them.
Favorable Timing Acceptance Is Always Appreciated
Service comes when people understand perfect timing is not always going to happen. For example, someone thinks they’re going to find the exact vehicle they want; however, it may be sitting in another lot or cross-country. They may think they’ll get approved for financing instantaneously when it may take 24-48 hours. They may think that paperwork is just a signature without realizing that processing looks better clean than cluttered.
Those who appreciate the nuances of delay are often provided great service because it’s about connection and collaboration – not necessarily expediency. Buyers who appreciate that good service means good quality over timeliness are appreciated – and thus benefit from customers willing to give their time without expectation of immediate results.
When buyers are flexible with their expectations and desired outcomes, dealerships can go above and beyond – similar to securing an office or test driving during the allotted time a buyer can have it – which alleviates potential stress on a staff member’s part.
Good Questions Make a Difference
Sometimes those buyers who report best service with an answer have no questions asked or questions so basic they barely get answered. When buyers are engaged in the process with legitimate inquiries – about warranty coverage, service schedules, running costs, features – they ask things relevant to themselves which help salespeople tailor suggestions.
When buyers ask general questions or no questions at all it’s hard for them to get catered service because they’re not doing anything to encourage it beyond simply shopping at the moment.
Yes, it’s important to give answers but if sales staff can tell someone is just going through the motions without interest, guess what? They reciprocate that lack of interest in your potential car!
Understanding That Sales Is Business Helps
Those buyers who recognize that dealerships are businesses and thus things come up with costs, margins, and procedures have better success surviving expectations of dealerships – in a realistic sense. They understand it’s not a straight-off-the-bat deal – price negotiations are generally mandatory; paperwork has hoops for good reasons; and there’s some back-and-forth expected.
However, generally speaking, those who buy into the procedure appreciating the business considerations on the other side do appreciate good service – not necessarily whatever is offered; instead, they welcome professional communication encouraging solid solutions.
Acknowledging a Connection Facilitates Follow-Through
Nothing builds better relationships than following through with your word – if a buyer says they’ll be back by Friday and they do (whether they’ve decided or not), that builds rapport. If a buyer says they need XYZ and asks to forward information/confirmation via email, then follow-through builds credibility.
Buyers who enter with organization go a long way – and staff remember those buyers who are reliable because it makes everyone feel that much better about doing their jobs.
Being Open Makes It Easier
Sometimes what a buyer thinks they want might actually not be what’s best for them or their family; however, those who get the best service are those open to hearing other suggestions without thinking it’s just the salesperson trying to “pull one over” on them.
A good salesperson isn’t trying to trick anyone – they’re trying to get people into vehicles that will actually make them happy – and if someone gets sold on something they’ve truly wanted for ages only to find out they’re miserable down-the-line, what’s the point? Open-mindedness – even in rejection or delayed decisions – make a difference.
The Feedback Loop
What’s interesting is this: when people enter with good intentions, good results are brought out by positive engagement. It’s good for everyone! Clear communication gets clear results; respect generates extra effort; enthusiasm gets personalized solutions.
None of this means leaving yourself vulnerable or naive; however, it recognizes that unless two people – or essentially any two entities – work together for mutual success through collaboration instead of confrontation, what’s really going to work? Buyers who understand this as true report back quite frequently about how their experiences are never extraordinary, but ordinary.
The dealerships that truly stand out will boast about buyers willing to go above and beyond if they have similar efforts reciprocated. When both sides operate as they’re supposed to without an adversarial confrontation, amazing service becomes commonplace where it’s otherwise treated as the exception.
Great service isn’t always given – but it’s generated through buyer/seller interaction! Great service happens for those buyers who anticipate great service through clear communication, consistent effort, mutual respect and genuine interest! Those components come together consistently finding mutually satisfying results.
