Hyundai 2015 Sonata Experience, Reference Manual

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The 2015 Sonata Experience 4
Learn My Needs
The initial stage of conversation is a time to listen and establish a solid
foundation of trust and credibility.
Build Rapport
Rapport is a connection between two or more people based on mutual
interest, trust, and a sense that they understand and share each
other’s concerns.
Ways to build rapport
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Break the ice.
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Address customers by name.
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Keep your language simple and to the point. Avoid slang.
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Mirror the customer’s body language and gestures.
Ask Questions
Sales consultants have to be master interviewers. Customers are more
satisfied and feel less sales pressure when you spend time to learn their
needs during an interview discovery process. Ask questions that stimulate
conversation, show interest, and encourage customers to share information.
Listen Attentively
Listening isn’t the same as hearing; listening is an art that involves
reacting to verbal cues, observing body language and identifying possible
inconsistencies between them.
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Let the speaker speak.
Wait until they finish making their points before responding.
Don’t interrupt, even to agree.
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Do not make critical or judgmental faces or sounds.
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Carry a simple notebook to take notes on key needs information and
contact info, if acceptable to the customer.
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Use self-prompts to concentrate and maintain control.
Demonstrate Understanding
Customers who take the time to visit the dealership and engage in a
conversation want you to “get” what they are saying and confirm that their
wants, needs, preferences and goals have resonated.
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Nod your head
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Use connecting words or phrases like “uh huh,” “OK,” “yeah,” “I get
it,” etc.
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Recap the facts and the level of importance in a few brief words.
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If needed, mention a comment and ask the customer for more details.
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When the customer finishes talking, paraphrase the main points.