Customer Expectations

Today’s customers have five key expectations when shopping for a new vehicle.

Personalized Experiences

Customers appreciate personalized experiences that connect with their individual needs and wants.
Storytelling is a great way to connect with them on an emotional level.

Transparency

Customers are more informed than ever before and expect their interactions with you to be genuine and open.
Transparency is all about being open and honest with customers throughout the experience, to build trust and lasting relationships.

Simplicity

Customers expect simplicity along every step of the way.
Online shopping processes are easy — this simplicity sets expectations for the sales experiences you provide.

Control

Customers like to feel in control of the entire shopping process.
Respect and value each customer’s choice whether to conduct business online, in-store or a combination of both.

Seamlessness

Customers appreciate seamlessness between online and in-store experiences.
If they started the shopping process online, customers want to be able to pick up exactly where they left off when visiting the dealership.

Modern Selling Skills

There are several Modern Selling Skills, which can help you deliver sales experiences that are aligned with the expectations of today’s buyers.

Meet Customers Where They Are

Whether they’re shopping in dealership, online or a combination of both, customers will appreciate your ability to meet them when they want, where they want and how they want.

Ask Questions and Actively Listen

The Needs Assessment process is essential to delivering personalized experiences. This involves asking questions and actively listening to the customer’s answers. And it includes face-to-face and virtual interactions.

Engage Through Storytelling

Incorporating stories into the sales process helps engage customers, build rapport and elevate the value of the vehicle. Stories also tap into the customer’s emotions, making them more likely to feel connected to the vehicle.

Streamline the Process

Time is the most precious commodity for customers. Find ways to streamline the process and make the shopping experience easier.

Use Technology to Elevate Experiences

Customers rely heavily on technology throughout their daily lives. Use technology to your advantage to conduct business on their terms.

Personal Skills Assessment

How well do you feel you currently are able to provide Personalized Experiences, Transparency, Simplicity, Control and Seamlessness for customers?

Use the sliders below to rank your abilities. At the end of today’s training, you will return to this assessment to identify areas where you have improved.

1 = not able to provide

10 = completely able to provide