Don’t know why you’re having trouble landing that sale? You could be doing things that are driving away your customers! Avoid these 7 things to get your customers hooked and to seal the deal:
- You Don’t Listen
Are you fully listening to what your customers’ individual needs are, or you recommending vehicles that don’t accurately respond to their needs? It’s crucial to listen to your customers without prejudice in order to improve their experience (LS Retail).
- You Communicate Too Little
Make sure you follow up with your clients frequently and rapidly to make them feel like they’re always top of mind. Studies have shown that although 44% of salespeople give up after one follow-up, 80% of sales require five follow-ups after the initial contact (Propeller). Make them feel valued by showing them how much work you’re putting in to find them the best vehicle possible. If you don’t follow-up or keep that customer dialogue going, they will look to someone else who will!
- You Communicate Too Much
There is definitely a fine line between communicating too little and communicating too much. Customers will get annoyed if they’re being bombarded with too much email!
- You Aren’t Personalizing Communication
Are you simply sending the same email to every customer? If so, then change it up! As Aberdeen suggests, “Personalized email messages improve click-through rates by an average of 14% and conversions by 10%” (via Campaign Monitor). Everyone is different, so communicate to them as such!
- You’re Too Pushy
If you seem overly hungry to make a sale, you customers may sense it, which may drive them away. In fact, “57% of people said they would be encouraged to make a purchase from a sales person that doesn’t try to apply pressure or hassle them when following up” (via New Voice Media). Taking a more relaxed approach will benefit you and your customers in the long run.
- You’re Distracted
Try and leave your baggage at the door when meeting with clients. If they sense that you’re stressed in your personal work life or if they feel you have other more important things to do, they will undoubtedly walk away without a purchase.
- You’re Not Completely Transparent
Do not leave things out just to land the sale! Remember, most customers will do their own online research before even stepping foot into a dealership. If you spin the truth on things, there’s a good chance your customers will develop skepticism and will not form a trusting relationship with you.
The way you treat customers comes right back to customer service. Keep in mind that “while happy customers might tell nine friends, unhappy customers, on average, tell sixteen” (Groove HQ). Provide them with the best customer service, putting your best face and foot forward!
Don’t forget to check out our other article to create repeat customers.