The Consultative Sales Approach “CSA” Welcome participants to class Instructor will introduce him or herself and have each participant identify themselves, where they are from, their background, work history and their expectations for this class. Note: if flip chart or dry erase board available list these points for easier reference by class. Name Dealership Background Expectations

Consultative Sales Approach What is the Consultative Sales Approach? A sales experience that: Enhances the customer engagement Allows the consultant to align with the customer and their needs Basic philosophy View EVERYTHING from the customer’s perspective Identify the customers wants and needs Provide solutions for those wants and needs

Conventional Selling (Salesperson) Consulting vs. Selling Conventional Selling (Salesperson) vs. Consultative Sales Approach (Consultant) Salesperson: Selling is done from the Salesperson’s perspective Selling is done by questions & statements to accomplish the Salesperson’s goals The Salesperson is trying to get commitments to see what the customer will do to accomplish the Salesperson’s goals

Consultative Sales Approach (Consultant) Consulting vs. Selling Conventional Selling (Salesperson) vs. Consultative Sales Approach (Consultant) Consultant: Consulting Is done from the CUSTOMER’S perspective Consulting Is done by questions & statements to accomplish the CUSTOMER’S goals Consultant is attempting to get an understanding of what the CUSTOMER’S goals are Consultants get what they want by helping the CUSTOMER accomplish their goals.

Consulting vs. Selling Keeping Pace: Identifying a client’s personality traits and characteristics and adjusting your process tempo to coincide Customer Engagement: When the customer feels enthusiastic about being actively involved in the sales experience. Keeping “Pace” with a customer will keep them “Engaged”!

Conventional Selling Approach Consultative Sales Approach Consulting vs. Selling How do we spend our time? Conventional Selling Approach Consultative Sales Approach Review Conventional Selling vs the Consultative approach to performing the steps to the sale. Key Points: The more time you sell the less time you negotiate The less time you negotiate the less stress the customer endures Less negotiating time equals more dollars and higher CSI Follow the customers lead on how much time to spend in each area Remember to keep at your customers pace - not your own Ask for feedback i.e do you have any more questions? More time consulting = less time negotiating = Higher Customer Engagement

Time flies when THEY’RE having fun! Consulting vs. Selling How do our customers perceive time? Perception of time is directly related to the customer engagement Dragging Real Flying Customers-Not Engaged Customers-Somewhat Engaged Customers-Fully Engaged <<<<<<<<Selling vs. Consulting>>>>>>> Review each of the three perceptions people have and what contributes to that. Key Points: The more the customer is engaged the less time becomes a factor. Have class relate when they have experienced time flying and when time drags for them. Relate that we will be discussing in more detail how to get the customer to talk about themselves. Engagement is directly related to you keeping pace with your customer Time flies when THEY’RE having fun! 7

Consulting vs. Selling Lets compare the different styles of interaction… Does anyone go somewhere with the intent of being “closed/sold”? Why not? Don’t want someone to impose their will on them Does anyone go somewhere seeking advice or consultation? Why? They trust and respect that person’s opinion or knowledge on the given subject better than their own They feel that it will lead them to a better decision They will not only take the advice but they will even pay for it

Selling:____________ Consulting:__________ Consulting vs. Selling Which would you rather be, a salesperson or consultant? Why is that? Selling:____________ Defenses heightened Information withheld Skeptical to suggestion/advice Negotiating to “Win” Skeptical to say “Yes” Potential “Buyers Remorse” Consulting:__________ Is at ease Information is flowing Is open to suggestion/advice Is negotiating to be “Fair” Comfortable saying “Yes” Feels good about their decision (CSI) To be able to use the CSA properly you must first understand how people communicate and what's effective

How People Communicate How People Receive Messages – Face to Face Words 7% Tone 38% Body Language 55% Click on pie for State Farm “Jacked Up” commercial

How People Communicate 5 Vocal turn offs… Fake or Phony Hesitant or Uncertain Apathetic Irritated Rushed