Pub. 8 2018 Issue 2

ReminderTRAX™ Capture more service business with personalized mailings. Bring customers back for recommended services. • Have you had a chance to drive one yet? – Building ex- citement about the upcoming tour of the vehicle • What are you currently driving? This gives you infor- mation about the trade-in earlier • If I had a similar vehicle but a better value, would you consider it? Have a plan “B” available 3. Tour of the vehicle: Your presentation of the vehicle should be informative and exciting while building value to the guest. Start by pulling the vehicle out of the line and butterfly the vehicle. You should always start at the hood and work your way around to the driver’s side, moving towards the trunk and then to the passenger side. The tour of the vehicle should always start with you rolling out the red carpet, you should always drive first. Why should you do this? It takes at least 10 to 12 minutes for your guest’s anxiety level to lower enough to process all the information about the vehicle, with all the technology and features. So the question is; when would you like the buyer to be asking all of these questions? A. While they are driving? Or B. Before you leave the lot and you are driving, giving them a tour of the vehicle? REMEMBER, you’re informing the guest about the ve- hicle they are going to buy, what’s in it for them. With a used vehicle you should begin your tour by telling your guest about the reconditioning and inspection process that every used vehicle goes through before it hits the lot for re-sale. Tell the guest why this is important to them. Don’t assume they are going to connect the dots as to why this is to their advantage. This gives them peace of mind, and qualifies the vehicle for a service contract. Ad- ditionally, it is important to be able to tell the story about the vehicle, for example; it was a one owner car that was recently traded in for a new Pathfinder. Then tell them what they get just by buying the vehicle (building value). You will also need to know the miles and the balance of the manufactures warranty period before you start your presentation. 4. Verify the vehicle – At the end of your test drive it’s important to verify the vehicle with the guest before you exit. This is not the time to ask them to buy; in fact this is probably what the guest thinks you’re going to do. If you’re going to be the trusted advisor you need to establish the vehicle is the right fit. You could say, “Guest name,