One of the first things I say in my skills class is that your goal should not be to become a better salesperson. Your goal should be to learn how to become a trusted advisor. You want the vehicle owner to trust you as someone from whom they seek advice rather than just someone selling them something.
I use two triangles to help explain one key to doing this. The triangles represent time spent with the customer. The wide end of the triangle represents maybe 20-30 minutes, while the narrow pointed end represents zero.
For most shops, the small end of the triangle is at the top. The customer comes in, and the estimator heads right to the car to get the VIN, production date, etc. They focus on the car, not the customer. They don't stop to build a rapport with the customer.
Mike Anderson, a former shop owner who currently operates CollisionAdvice.com, advises dealerships to set their goals on becoming a trusted advisor to their customers, in addition to becoming a better salesman. People do business with people they trust.The Article Building Rapport, Connection with Customers is Key to Better Selling appeared first on Automotive Digest.