Here are four inquiries you’ll most likely hear, and should be ready to respond to:
Is This a Demo Car?
You’re a trained professional and so are all of your colleagues. You know this and so do they, but that doesn’t stop prospective customers from harbouring suspicions that one of you may have been taking joyrides in (and causing wear and tear to) the vehicle they’re about to purchase – because, unfortunately, sometimes this does happen.
If they do ask you if the car was used as a demo, always be honest. If the car was used as a demo, they may want to meet the person who has been driving it for their own peace of mind. If this is the case, let them – or if that person isn’t available, either arrange a meeting at a later date or offer the customer a car that wasn’t used as a demo.
Is The Car I Want Here, Or On Another Lot?
This question can (and frequently will) come up in the case where a customer wants a particular model of car which you do have, but it’s the wrong colour or doesn’t have all the accessories they’re looking for. The correct and usual response is, “we can get it for you” which could either mean that you have such a car in another lot owned by your boss, or you’re going to do a dealer trade.
If they ask about the location of the car, what they’re really concerned about is whether or not you’ll be changing the terms of the deal in the event of a dealer trade. You can get ahead of the problem by letting them know exactly what you plan to do and stressing that there will most likely be no changes – but if there are, you will let them know in advance.
Is There Any Damage?
While questions about a car’s condition may seem more appropriate when talking about a used vehicle, they are relevant when it comes to new cars as well. Remember, you don’t make the cars right on the lot (at least not in most cases). They go through many hands and travel great distances, so it’s quite possible something can be damaged, repaired and then covered up with a good automotive painting job.
It’s best to be honest about any damage your team discovered and invite the client to inspect the rest of the car for themselves.
How Much Does the Car Really Cost in Total?
If a potential customer asks you how much the documentation fee is, how much is the car after fees and licencing or what other mandatory fees are there, what they really want to know is what the total cost will be. They don’t want to hear about repayment terms of the lease or what it breaks down to per month as they are skeptical that you’ll try to slip some additional charges in there.
There are two ways to handle such inquiries: you can answer the question directly, and then go on with what you were talking about – or recognize that it is part of a broader question. If you answer the broader one, they will appreciate your straightforwardness, which could mean a sale. On the other hand, if you stick to the specific question and miss the big picture, be prepared for delays and a whole lot more questioning.
Did we miss something? Let us know what other questions care salespeople must be prepared for.
