The way you greet customers

Ask Closed-Ended Questions ; At some point, you will probably want to bring the conversation to a close or take more control of it. In other cases, you'll need to quickly gather specific or factual information. To do this, ask questions that can be answered briefly, often with just one word. Here are some typical closed-ended questions:

"Do you have a specific vehicle in mind?" "What type of vehicle are you looking for? Is it a compact, coupe, sedan, SUV, truck? Is it larger or smaller than your present vehicle? Do you want a two-door or four-door?" "What type of transmission do you prefer or require?" "Who is going to be the primary driver?" "Where will you do most of your driving (highway or city)?" "How many miles do you drive in a year?" "What are you driving now?" "What year is your vehicle?" "How many miles are on it?" "How long have you owned it?" "Was it purchased new, used, or as a demonstrator?" "Is it currently registered?"

Needs Assessment enables you to successfully "partner" with prospects to achieve mutual goals. Before you can effectively present any vehicle to a customer, you need to uncover, discuss, and understand his or her individual needs, wants, and buying motives. This step consists of two primary activities: Determining the customer's needs and buying motives Narrowing the product choice to the vehicle that best meets those needs THE VALUE OF THE NEEDS ASSESSMENT Understanding the true reasons your customers are in the market for a new vehicle prepares you to suggest a vehicle that they will want to buy. This needs assessment is a vital part of the sales process. Results of customer surveys confirm that conducting an effective Needs Assessment increases closing ratios and improves customer satisfaction. It can actually streamline the sales process because it often helps you avoid the long, frustrating search that can result when you simply take customers to the first car they inquire about. TOOLS FOR A PROFESSIONAL NEEDS ASSESSMENT One of the most important attributes you can express to the customer is your willingness to listen and show genuine interest. Consider these best practices. Be Patient As much as you might like to immediately get down to business and launch into a Vehicle Presentation, the better strategy is to take the time to understand: What the customer wants to accomplish What information the customer wants to know How much time the customer has to spend Some of the customer's wants and needs Give customers the chance to discuss their wants and needs by asking questions that require answers of more than a single word or two Here are some typical open-ended questions you might ask:

"What other vehicles have you owned?" "Can you share with me why you are considering replacing your current vehicle?" or "Why are you buying a new vehicle?" "Tell me about your hobbies and interests." (This can help in narrowing down what options and accessories might be most appropriate to the customer's lifestyle.) "What is the biggest change in your life that impacts your driving habits since buying your last vehicle?" "Do you have any big changes coming up that might affect your vehicle needs, such as a new baby, new job, or retirement?"

The major activities for the financial representative during this step are:

1. Determining the customer's needs 2. Explaining financial options 3. Selling additional products and services Disclosing the terms 4. Completing the paperwork

STEP 6 : TRANSITION TO F&I :You've closed on the Investment Proposal. Now it's time for the Transition to F&I — the part of the Sales Process that some customers fear most. This step is generally handled by a financial representative of the Dealership, such as the F&I manager, lease manager, business manager, or sales manager. However, it is important for you to remain involved. To help put the customer at ease, begin by giving an overview of the activities that will be performed during this step and who will perform them. The major activities for the sales consultant during this step are:

1. Briefing the financial person 2. Giving the customer an overview of the financial process

PRESENTING THE INVESTMENT PROPOSAL; Nissan recommends preparing professional, computer-generated investment proposals that include several purchase and lease term choices. Use full disclosure worksheets — preferably generated on a computer — to make the Investment Proposal presentation clear and understandable. Be sure you cover:

1. Price 2. Terms 3. Payments 4. Trade-in value 5. Down payment 6. Related accessories 7 Rebates, if applicable When customers receive a professional, computer-generated worksheet that includes several pricing options, they become more confident about the buying experience. They are able to make decisions based on facts and logical price walks. This helps shorten the buying process. If the customer should turn down your first investment proposal, remain positive. Uncover their objections and provide appropriate information that allows the customer to make a buying decision without pressure. If you need to leave the customer to discuss the deal with your sales manager, always explain where you're going, why you're leaving, and how long you expect to be gone. However, try to limit how many times you leave to talk to the sales manager. You should only have to revise the proposal once; otherwise it can appear that you are trying to take advantage of the customer. Repeated waiting periods can make a customer feel anxious or lose confidence. If you can't reach agreement on a purchase price, be professional. Thank the customer for coming to your Dealership and allow him or her to leave on good terms. This can make it easier to follow up later. However, always check with your manager before letting a customer leave. Once the customer has agreed to the investment proposal, explain the next step of the Sales Process, including the role and expertise of the financial staff. Then personally introduce the customer to them.

DELIVERING SATISFACTION ;

A nice finishing touch is to show that you share the customer's excitement by giving a small gift. You also might ask the sales manager (and others as appropriate) to come to the delivery area for a final thank-you. Encourage customers to call you if they have any questions about the vehicle's operation or anything else regarding the vehicle that might arise. Always follow up with the customer to ensure that the vehicle is meeting their expectations. If there are any issues, help resolve them. Keep in mind that you're not just delivering a vehicle — you're delivering satisfaction. A thorough and friendly Delivery can cement your relationship with the customer and put you on the path to lucrative referrals and repeat sales.

ATTITUDE IS EVERYTHING

A sales consultant's job has its highs and lows. Nevertheless, throughout your interaction with the customer, you should have a positive, upbeat attitude, an enthusiastic tone of voice, and a welcoming smile. Treat the shopper as you would an important guest in your home. The goal is to take the potential buyer to the next step: the Needs Assessment.

Here's what customers expect from you:

A test drive that is long enough to experience the vehicle's performance and handling. When a drive is longer than 15 minutes, customers are far more satisfied than when the drive is shorter. The opportunity to experience the vehicle on a variety of road surfaces similar to their normal driving routine. This gives customers a feel for what the vehicle would be like in their daily driving. An offer to test drive another vehicle if the first one doesn't meet their needs.

THE INTRODUCTION: Think of welcoming customers to your Dealership almost like you would if they came to your home. You want them to feel comfortable

Allow customers enough time to exit their vehicle and acclimate themselves to the Dealership. If it appears that customers have come to look at vehicles in the lot, be sure to greet them within 2 minutes of arrival. If customers come to the showroom, hold the door open as they enter the building. Use the Dealership name in your Greeting. Introduce yourself while at the same time offering to shake the customer's hand. Ask for the customer's name. Acknowledge all visitors who are with the customer. Ask the purpose of the visit. If applicable, direct the customer to the appropriate person or department that they've come to see. If they are there to shop for a car, provide a business card and offer your assistance. Offer them a refreshment. Make an early introduction to a manager.

BEFORE DELIVERY;

Always have the vehicle completely detailed, inside and out. It must be in showroom-perfect condition. Before the customer sees the vehicle, both you and your manager must thoroughly pre-inspect it for any issues such as scuff marks, dirty floor mats, or paint scratches. Do this in a well-lit location. If you find a problem, deal with it immediately. If you can't fix the flaw, note it in writing and arrange with the customer to correct it at his or her convenience. Be honest about issues you come across; don't wait for the customer to discover a problem. Prepare the customer for the delivery process by outlining what you plan to do and how long it should take. Respect their time and make sure they don't have to wait any longer than necessary for the Delivery to take place. If the customer is taking delivery at a later date, schedule an appointment that's convenient for them. Some sales consultants will even take the vehicle to the customer's office or home if that makes more sense for the customer. This reinforces your commitment to them and their needs. Put yourself in a customer's shoes for a moment; what's more exciting than finally getting through all the paperwork and walking up to your new Nissan vehicle? As a sales consultant, your job is to do everything you can to make the experience as memorable and enjoyable as possible.

DELIVERY TASKS MADE SIMPLE;

Always have the vehicle completely detailed, inside and out. It must be in showroom-perfect condition. Before the customer sees the vehicle, both you and your manager must thoroughly pre-inspect it for any issues such as scuff marks, dirty floor mats, or paint scratches. Do this in a well-lit location. If you find a problem, deal with it immediately. If you can't fix the flaw, note it in writing and arrange with the customer to correct it at his or her convenience. Be honest about issues you come across; don't wait for the customer to discover a problem. Prepare the customer for the delivery process by outlining what you plan to do and how long it should take. Respect their time and make sure they don't have to wait any longer than necessary for the Delivery to take place. If the customer is taking delivery at a later date, schedule an appointment that's convenient for them. Some sales consultants will even take the vehicle to the customer's office or home if that makes more sense for the customer. This reinforces your commitment to them and their needs. Put yourself in a customer's shoes for a moment; what's more exciting than finally getting through all the paperwork and walking up to your new Nissan vehicle? As a sales consultant, your job is to do everything you can to make the experience as memorable and enjoyable as possible. The Delivery starts with a smooth transition from the F&I department to the delivery area, where the meticulously prepared new vehicle awaits the customer. The vehicle should be clean, pre-inspected to ensure there's no damage, and have a full tank of gas. Using NCAR 2.0, you can provide a streamlined delivery process and create a more personalized and engaging customer experience. It allows you to provide a VIN-specific delivery that is customized for each customer. Use NCAR 2.0 before customer Delivery to document that all pre-delivery tasks have been completed. The first step with customers is to have them review and identify key features they want you to explain. Again, this customizes the Delivery to the customer's needs, time constraints, and interests. During Delivery, you can show the customer videos to enhance understanding of feature operations. The app also includes tips for you to use during the Delivery. Remember to make your delivery hands-on - get the customer to push the buttons and turn the dials. In addition, you can enroll your customer in the Owner Portal as well as NissanConnect® Services. Once the customer has learned about the features of their new vehicle, you and the customer sign to confirm that the delivery process is complete. The "Congratulations" screen will ask you to schedule the customer's first service. This is a critical part of the Sales-to-Service Handoff. After Delivery, the app sends a customized email to the customer with how-to guides, link to manuals and guides, and Dealer information. If you need to brush up on any of the features prior to Delivery, refer to the Delivering tab on the Vehicle Showroom page on Virtual Academy. It identifies key features for each Nissan vehicle and points to make about those features. In addition, the Quick Reference Guide and electronic Quick Reference Guide videos available for every Nissan vehicle are great tools for new owners and for you. Watch the videos, which are available at http://www.nissanownersinfo.mobi or the Nissan YouTube channel, to review the operation of the specific audio, communication, entertainment, and navigation systems on the vehicle you are presenting. Install the Nissan Quick Guide App or a QR code reader app on your smartphone so you can easily access the videos and show them to customers. When you have completed your Delivery, a fully executed New Vehicle Delivery Checklist is required by Nissan to be filed with the new vehicle deal jacket. If you are using NCAR 2.0 in your delivery process, the checklist is available electronically. Then help the customer transfer any belongings from their prior vehicle (if it is a trade-in) to the new one. Ensure that no items have been left behind.

The Key To Effective Sales Presentation; All presentations share one common goal: to tell a convincing story about how a vehicle and its features meet a customer's needs. Your success comes from relaying persuasive information in a way that resonates with shoppers. Here are some tips on how to do that:

Be mindful of the customer's time — During your Needs Assessment, you should have determined how much time the customer wants to spend at your Dealership. Tailor your presentation to fit that schedule. Concentrate on the model that fits your customer's needs — Your choice should be based on what you learned during your Needs Assessment. Be prepared to suggest several choices to help the customer choose a vehicle that best fits their needs and budget. That might include higher or lower trim levels, or even a pre-owned vehicle. Be knowledgeable — Be prepared with the product knowledge to conduct a complete vehicle walkaround and to respond to questions about competitive vehicles. Use a tablet device to present information — Customers appreciate having information tailored to their personal wants and needs and presented with the support of a digital tablet device such as an iPad. Customer satisfaction ratings are improved significantly when hand-held technology is used in the sales process. Present from the customer's point of view — Always keep the focus on the customer by emphasizing the features that are important to him or her. Ask buy-in questions — Once you have presented a feature that meets the customer's concerns or needs, ask for confirmation. For example, "Does the Around View® Monitor address your concern about being able to park in the city?" or "Can you see how LATCH AND GLIDE® technology will make it easy for your kids to get in and out of the third row, even with a child safety seat installed?" Involve the customer — Make the presentation interactive. For example, instead of just pointing out features and controls, have the buyer sit in the vehicle and operate the controls. Suggest accessories — Nissan research shows that mentioning accessories, especially pointing out pre-installed accessories, can increase your chances of making a sale. Provide reasons for doing business with Nissan and your Dealership — Use a "brag book" that describes all the advantages of purchasing from your Dealership over other Nissan dealerships as well as local dealers with competing brands. Be enthusiastic — Customers respond positively to sales consultants who obviously believe in the products they're presenting. Offer the customer a Demonstration Drive — An effective presentation leads to customers wanting to drive the vehicle, which is the next step in the Sales Process. (To help you plan your Vehicle Presentation, the Presenting tab on the Vehicle Showroom page on Virtual Academy provides a presenting video and job aid for each Nissan vehicle. These resources identify key features to present and points to make about those features.)

DEMONSTRATION DRIVE TIPS; The following recommended practices can help you conduct an effective Demonstration Drive, from start to finish.

Before You Get Into the Vehicle Ensure that the model the customer is shopping is available. If not, ask if a similar model is acceptable. If you have to get the keys to the vehicle, tell the customer how long you expect to be gone. Ensure that the vehicle is clean (inside and out), it starts, and has an adequate amount of fuel. Run the engine long enough to either heat or cool the interior depending on the weather. Ask to make a copy of the customer's driver's license prior to taking the drive; explain why it's necessary. Leave the copy with the Dealer representative.(ask the manager why it's necessary?) Let the Dealer representative know which vehicle you're using and the route you intend to take. Offer to drive first (this may be a state requirement). Ensure that everyone wears a seat belt. No exceptions. Ensure that all children are in compliance with state laws regarding child restraints.

YOUR APPEARANCE AND DEMEANOR MAKE A STATEMENT

Dress professionally and wear a branded name tag. Use a firm but not too strong handshake. Maintain eye contact with the customer, keeping it direct and friendly. Use welcoming, friendly body language. Keep your smile genuine and engaging. Maintain a friendly, amiable tone of voice. Be attentive. Remember the customer's name and use it often in conversation. Use "yes" or "no" and "sir" or "ma'am" instead of slang.

STEP 7: Delivery; An effective Delivery leaves a favorable impression that is crucial to customer satisfaction and long-term loyalty.

Effective delivery skills help you improve your scores for these KPI questions: 1. Q15a. Did Dealership: Offer to pair/connect phone to Bluetooth? 2. Q15b. Did Dealership: Show you how to operate the navigation system? 3. Q15c. Did Dealership: Allow you to select the features you wanted to review? 4. Q15d. Did Dealership: Review the Quick Guide app/quick reference guide? 5. Q15f. Did Dealership: Give you overview/introduction to someone in service? 6. Q16. Amount of time Dealership staff spent with you during Delivery 7. Q17. Describe the condition of your vehicle at Delivery 8. Q19. Did the Dealership contact you after Delivery to ensure satisfaction? A well-managed Delivery increases the customer's comfort level with the vehicle, reduces the likelihood that he or she will return with questions or concerns, and helps you develop a long-term business relationship. The Delivery is the high point of the purchase experience. Any issues the customer had may be forgotten with a world-class delivery. An effective vehicle delivery process promotes customer loyalty — and earning a customer's loyalty makes you the first-choice solution for their current and future vehicle needs. The major activities during this step are: Ensuring that the vehicle is in showroom condition, both inside and out Assembling the vehicle portfolio and all delivery documents Setting the delivery appointment (if not spot delivery) Completing the New Vehicle Delivery Checklist Performing delivery with a complete explanation of controls and features While Delivery marks the end of the sale, it's important to show customers that you're serious about establishing an ongoing business relationship rather than just selling them a car.

PRESENTING INDIVIDUAL FEATURES; Regardless of how you structure your presentation, your explanation of individual features should cover these important points:

Feature — What the feature is Advantage — What the feature does Benefit — How the feature benefits the customer Feature — What the feature is Advantage — What the feature does Benefit — How the feature benefits the customer Here's how the approach works with one feature. If you are making a presentation to a customer who is concerned about safety, you might present the anti-lock braking system (ABS) (feature). You could state that "The system individually applies and releases the brakes up to 20 times per second" (advantage). Then, you explain "ABS helps you maintain directional control while braking and turning" (benefit). Virtual Academy gives you feature-advantage-benefit statements for every feature, as well as their SPACED category or categories. Since most customers will only give you a 15- to 30-minute window from greeting to presentation, you need to keep the information you provide as simple and concise as possible. So always keep in mind the hot button issues the customer revealed during your Needs Assessment and try to stress the features that relate to them.

PUT THE CUSTOMER AT EASE; Keep in mind that the Investment Proposal stage is one that many customers dislike or fear, and that the way negotiations are handled can have a big effect on customer satisfaction. Nissan has extensively studied what it takes to meet or exceed customer expectations. Based on that research, these practices are recommended:

Find a comfortable and private place to conduct negotiations, and offer your customer a beverage. Customers expect that negotiation and finance discussions will be completed in an area where their confidential financial information cannot be overheard by other customers or sales consultants. Explain the investment proposal steps and how it's a team effort among you, the customer, and sales management. Introduce the customer to the sales manager as soon as possible (if you have not done so earlier in the sales process). This helps build customer confidence in how you are actively working with Dealership management to find the best possible deal. Review the customer's vehicle selection to confirm that it meets their needs. If a trade-in hasn't yet been discussed, ask if the customer has one and, if so, explain how your Dealership will appraise its value. Discuss with them which third-party sources you use to help validate and justify the appraisal. Always treat the customer with openness and transparency. Keep in mind that most customers have researched their selections on the Internet and know prevailing prices and trade-in values. Praise them for their diligence and respect their opinions.

When You Return to the Dealership

Have the customer park in front of the showroom or, if appropriate, next to their current vehicle. Once back at the Dealership, review the vehicle's features to ensure that they have met the customer's expectations. Ask if they have any additional questions. Ask buy-in questions. Reinforce the positive experience of the drive. Ask for permission to continue to the next step in the process. Offer to write up the vehicle and to appraise the customer's trade-in if there is one. Introduce the customer to the service department while their trade-in is being appraised.

SIX QUESTIONS TO ASK EVERY CUSTOMER ; major goal of the Needs Assessment is to determine the customer's motivations for buying a new vehicle.

How will you use the vehicle? Customers are likely to use their vehicle for a wide range of activities — such as commuting, business trips, transporting children, family vacations. Knowing which activities are most important to them helps you zero in on the kind of vehicle to show them, and it also provides you with clues about where to take them during the Demonstration Drive. What features do you want in your next vehicle? This again helps you identify unique needs and expectations that will help you find the model and options that are most suitable to them. "I'm sure you've read or heard about all types of features on vehicles today. Which ones pique your interest?" Are you adding or replacing a vehicle? Since a trade-in can be an important financial consideration for many customers, knowing this early on may shape the price range of vehicles you show them. Also, the age, mileage, and condition of their vehicle can provide insights into their tastes and driving habits. If the customer is adding a vehicle, that could have an impact on their finances. What do you like or dislike about your current vehicle? This question helps you understand each customer's unique experiences and perceptions. Their answers can bring up hidden needs or hot button issues you can address during your Vehicle Presentation. What other makes are you considering? Many customers have already shopped your competition, so having that information can give you an opportunity to cite Nissan advantages and overcome objections. Dig a little deeper and find out the qualities they most want or need such as style, value, or performance. Do you usually purchase or lease your vehicle? Knowing whether your customer will lease or buy will be helpful later when putting together an Investment Proposal.

FOUR STEPS FOR OVERCOMING CUSTOMER OBJECTIONS; Customers are likely to express some concerns about the vehicle you're presenting. They may bring up competitive disadvantages, technical issues, pricing, misunderstandings, or misinformation. However, when handled in the right way, objections can become sales opportunities. This four-step process can help you respond to objections:

Listen — Encourage the customer to further articulate their concern. Use questions like "How do you mean?" or "Please tell me more," to elicit an explanation. Next, listen to the customer's answer without interruption. If you jump in too soon, you may address the wrong concern. Clarify — Rephrase the issue to make sure you understand it and to show the customer you're interested in their opinions or insights. You might reply, "If I understand you correctly, you're concerned about . . . [whatever the concern is]." If necessary, ask the customer to elaborate: "Is there anything else that concerns you?" or "What concerns you most about this issue?" Address — Confidently respond to the concern. Be honest. If the competitor has an advantage, admit it. Then point out Nissan advantages that might address the customer's concerns. For example, "It's true that [the competitor] has a full-size spare tire, but a space-saver spare tire is lighter and easier to install." Confirm — Summarize the customer's concern, and then ask if he or she understands and accepts your message. You can say, "Does that address your concern?" If the customer isn't satisfied with your answer, now is the time to find out.

ESTABLISHING RAPPORT: Establish a rapport with them. That is, find common ground and start building a relationship of mutual trust.

Make comments about noticeable things, such as bumper stickers, kids' soccer attire, a bike rack, etc. Ask what they intend to accomplish with this visit. Indicate your willingness to provide information on: 1. Vehicles 2. The process 3. General information 4. Offer a hot or cold beverage. 4. At all times, listen carefully.

When You Drive

Make sure the customer is comfortable. Explain any controls and accessories that you plan on using. Demonstrate some of the vehicle's dynamic qualities when you drive; demonstrate others when the customer drives. Drive safely and carefully. Brake slowly and well in advance of stops. Don't jostle your passengers with abrupt maneuvers. Brake to reduce speed instead of downshifting

DRIVE HOME THE SALE

Making a sale without a Demonstration Drive is difficult and may even lead to low customer satisfaction scores. Taking customers for the drive not only gives them an opportunity to experience how the vehicle feels to drive, it also validates what you've told them during your Vehicle Presentation. The Demonstration Drive helps customers develop an emotional connection with the vehicle. That in turn can make them feel a sense of ownership even before the closing.

THE NEXT STEP

Many customers are anxious about the financial transaction step of the sales process, so do all you can to put them at ease. Even small personal touches are important, such as offering a beverage or introducing the customer to the finance manager.

CONDUCTING AN EFFECTIVE DEMONSTRATION DRIVE; Before you get into the vehicle, explain to customers where they will go and what they will experience. You may even want to show them a "road map" for your planned drive. As with the Vehicle Presentation, tailor your Demonstration Drive to each customer's individual needs based on the information you learned during the Needs Assessment. Decide on a route that brings out the dynamic characteristics you want to stress based on what's important to the customer. For each dynamic quality you demonstrate, you should follow this 4-step demonstration drive process:

PREPARE the customer. Tell the customer what you're going to do ahead of time; for example, "We're going to accelerate from a standing start." EXPLAIN the procedure. Tell the customer what to do; for example, "Depress the throttle fully and accelerate to 5000 rpm." FOCUS ON the customer. Point out characteristics and their benefits; for example, "Notice how quickly and smoothly the vehicle accelerates. This quick off-the-line acceleration and mid-range power help you cross busy intersections and merge onto freeways." CONNECT the features. Explain how the dynamic quality that is being demonstrated relates to a specific feature (or features); for example, "The engine and transmission work together to provide responsive acceleration." (For each Nissan vehicle, the Delivering tab on the Vehicle Showroom page of Virtual Academy presents its notable dynamic qualities and recommendations for the most effective ways to present them. For each dynamic quality, you will find:) The type of road to use How to apply the 4-step demonstration drive process Tips from professional drivers on techniques you can use and comments you can make that will enhance your demonstration drive

A ROAD MAP TO THE SALE ; In the long run, you will be successful through creating relationships, understanding customer needs, and matching Nissan products to those needs. Customers will tell you how to sell them a vehicle if you ask the right questions and listen carefully to the answers. Then it's up to you to act on the information by presenting the vehicle that is best for them. VEHICLE PRESENTATION : You've developed a relationship with the customer based on trust and respect, and you've explored the customer's wants and needs. Now it's time to make a compelling Vehicle Presentation.

PUTTING THE OWNER FIRST Effective Vehicle Presentation skills help you improve your scores for this KPI question: Q8. Did your salesperson use a tablet during the sales process? Presenting a vehicle is your opportunity to offer individualized information about it and relate that information to the needs they expressed during the Needs Assessment. It's also an opportunity to establish value, build relationships, and paint an ownership picture in each customer's mind.

Step 2 : Needs Assessment The more you know about your customers, the better your chances of making a sale. That's why the Needs Assessment step of the sales process is critical.

PUTTING THE OWNER FIRST Effective consultation skills help you improve your scores for these KPI questions: Q6. How well did salesperson understand your needs? Q7. Did your salesperson try to sell you a vehicle you didn't want?

The major activities during this step are:

Presenting the vehicle based on the customer's needs Confirming that the vehicle meets the customer's needs Effective vehicle presentation consists of equal parts art and science. There's a science to physically moving around a vehicle in a manner that allows you to efficiently highlight key features and qualities. The art resides in finding ways to make your presentation memorable and respond to each customer's hot-button issues. There are many ways to structure a Vehicle Presentation. You need to find the approach that works best for you and your customer. Consider the following proven concepts.

THE SPACED CONCEPT; This concept ensures that each presentation meets a customer's interests. By learning what attributes or features a customer is seeking, you can customize a presentation to focus on those needs. Needs are categorized by the acronym SPACED:

Safety Performance Appearance Comfort and Convenience Economy Durability By focusing on the vehicle features that address the SPACED needs that are most important to each customer, you'll be able to build a compelling case showing how the vehicle you are presenting meets the customer's needs.

STEP 4 DEMONSTRATION DRIVE:

The Demonstration Drive is your chance to let the vehicle speak for itself. The Demonstration Drive is a logical and natural extension of the Needs Assessment and Vehicle Presentation steps. Most customers eagerly anticipate the chance to get behind the wheel. By giving them the chance to personally test the vehicle, you help bring their driving experience to life. WHAT CUSTOMERS EXPECT FROM A DEMONSTRATION DRIVE For many customers, car shopping centers on the Demonstration Drive. Nothing means as much as feeling how it is to actually handle the vehicle on the road. In fact, according to data gathered by J.D. Power, you can increase customer satisfaction simply by offering a demonstration drive to every customer. Survey results show that satisfaction levels rise even when the customer doesn't agree to go for the drive.

FIVE CUSTOMER OBJECTIONS AND HOW TO OVERCOME THEM

The customer says, "I'm just here to look around . . ." You respond, "That's great. Do you mind me asking the kind of vehicles you're interested in seeing so I can direct you to them?" The customer says, "I only have 30 minutes . . ." You respond, "I understand. If you'll allow me, that's plenty of time to provide you with enough information to at least get you started with your car-buying decision." The customer says, "I'm not going to buy today . . ." You respond, "I understand completely. I never make a big purchase decision on impulse. Would it be OK to provide you with information about our products so that when you're considering cars later on, you'll be able to make a well-informed decision?" Under no circumstances should you suggest they're wasting your time by telling them you work on commission or need to sell a car that day. The customer says, "I don't have my trade-in with me . . ." You say, "It's not necessary at this point. Let's find the vehicle that's right for you and your family. You can bring your car in later and we'll have it professionally appraised then. You see, we have a very successful used car department, and I'm sure we can give you as much or more than any other Dealer."

Investment Proposal: Once you have gained agreement with the customer on a specific vehicle (including trim level, options, etc.), you can proceed to the Investment Proposal Depending on the system used by your Dealership, different Dealership personnel may perform parts of this step. To help put customers at ease, begin by giving them an overview of the activities that will be performed during this step and who will perform them.

The major activities during this step are: 1. Structuring the proposal 2.Assessing the trade-in (if there is one) 3.Management review 4.Formalizing the proposal

THE WALKAROUND;THE WALKAROUND As you walk around the vehicle, you can focus your comments on specific features that respond to the customer's wants and needs. There are several variations. One proven method is the 6-point walkaround. It gives you a consistent way to move around the vehicle, helps you keep control of the presentation, and ends with the customer in the front-passenger's seat, ready for the Demonstration Drive.

The six walkaround points are: 1. Passenger-side window (show the Monroney label and answer any questions they may have about its information) 2. Passenger-side front corner (step back to present styling) 3. Front and hood 4. Driver side 5. Rear and trunk 6. Passenger side and interior (At each point, you can present the features that apply, along with their SPACED benefits.)

Listen Carefully

This means more than just politely listening; it means showing that you really care (customers can tell the difference!). Ultimately, you're showing your respect, which is one of the most important qualities to project during the entire sales process. Also, watch for cues in body language that may say as much about their needs and interests as their words. Above all, the purpose of the Needs Assessment is to let the customer tell you what it will take to make a sale.

UNDERSTANDING CUSTOMER EXPECTATIONS; Customers expect the negotiation of the purchase price to be professional, smooth, and efficient, respecting both their time and their privacy. Some customers are more experienced at purchasing a vehicle than others. But in general, most people have two clear desires:

To easily understand the price they are paying for the specific model they've selected and the terms of that payment To have a hassle-free experience (In order to meet those expectations, be sure they understand the process and ask if they have any concerns or questions. By this stage, it's also vital that you have already confirmed that the vehicle fits the customer's needs — and their budget. Any misunderstandings about model, trim level, and features can complicate the investment negotiations and possibly result in an unhappy customer.)

ENGAGE THE CUSTOMER

Ultimately, the presentation is all about the customer. Instead of viewing customers as simply an audience, make it an interactive experience. Engage their senses. Use phrases such as "See how attractive the trim is?" "Notice the bold lines?" "Feel how soft the material is." "Notice the precise fit and finish?" "Can you hear how the bass notes come through?" "Notice how the seat fits the contour of your back? " When you've completed presenting the vehicle, ask for your customer's approval to move on to the next step. By involving the customer in the presentation, they'll be more likely to want to go to the Demonstration Drive.

HOW TO PUT THE CUSTOMER AT EASE;

When customers know the process ahead of them, they are likely to feel more comfortable and less anxious. A good transition between the sales department and F&I enhances the customer experience and makes buyers more receptive to F&I products. Avoid leaving customers alone in the waiting area before their paperwork is ready. Long wait times before entering the F&I department are a major source of customer dissatisfaction, according to J.D. Power surveys, so use the time productively. If there is a wait, you can fill the time by using NCAR 2.0 to begin the Delivery process. Have your customers choose the features they want you to present. For many features, they can watch the electronic Quick Reference Guide videos to learn about them. You can also help customers enroll for the Nissan Owner Portal and NissanConnect® services and schedule their first service appointment. If you have additional time, you can go over the the Quick Reference Guide, owner's manual and other manuals, and begin the Sales-to-Service Handoff by touring the Dealership and introducing customers to service department personnel. If customers are actively engaged in productive activities while they wait for the F&I manager, they may not perceive the wait as excessive and are likely to be more satisfied with the sales process. When the F&I department is ready, walk customers to the F&I office or have the F&I manager pick them up in your sales area. To maintain the rapport you've worked hard to establish, it is generally a good idea to stay with the customer until he or she feels comfortable with the financial representative, and then excuse yourself. You can say that you're going to check on their new vehicle to see that it's ready for them, which further confirms that you're still part of the process and taking care of them. MAINTAIN CONTACT While your role in the financial transaction may be limited, keep in mind that you're the person with whom customers have developed a relationship, so they are likely expecting you to be there in case there are any questions. Try to be as available as you can, and if you need to slip away for some other business, explain that you're leaving but will be nearby if they need you and how to find you. Also remind them that you will return for the delivery. ( Get BUSINESS CARDS)

MOVE THE PROCESS FORWARD

When possible, conduct your Needs Assessment in a quiet place with few distractions. It's best not to have the conversation while simultaneously presenting a vehicle. These are two separate parts of the sales process, each with its own set of goals, and both may suffer when combined. Once you have gathered information on your customer's wants, needs, and buying motivations, offer model options based on what you've learned. Explain why you believe your recommendations will best meet your customer's needs. Then ask for approval to move on to your Vehicle Presentation.

Putting customers at ease at this initial stage and learning about their basic reasons for being at the Dealership prepare you to assist them during the next stage of the sales process

— Needs Assessment Always ask for the customer's approval to continue to the next stage of the process.