No Decision Maker
Your customer came into the dealership looking to find the right vehicle. You have landed on the perfect vehicle and presented numbers to your customer. However, your customer isn’t in control of the final decision of this purchase. Maybe the true decision maker is your customer’s husband or wife and they need to see the car and agree with the numbers before we proceed. When this happens you will want to try to get the decision maker to come to the dealership or give verbal consent to purchase over the phone. If this is not possible your next goal will be to set up an appointment when the decision maker can be present at the dealership.
Additional Examples:
Husband needs to check with his wife before purchase
Customer was shopping for a friend who cannot make it to the dealership
Grandma is going to co-sign and needs to agree to a payment
The car is for customers daughter who is in school and needs to see the vehicle
Your initial goal in this process is to contact the customer and thank them for taking the time to visit our dealership. Next you will want to highlight key events during the showroom visit and confirm the vehicle of interest is still perfect for the customer. From here we will want to ensure the decision maker who was not present during the showroom visit has been informed on the vehicle and payment options.
Discuss with your customer possible objections or questions that the final decision maker had while discussing your visit. Offer to hop on a call to help answer questions. If there are no objects, set another appointment with the customers when all parties involved car be present.
Thoughts:
When a showroom visit occurs without one of the primary decision makers present you will want to exhaust every possible option to get them involved.
It’s very easy to have a mindset during this type of visit that you’re wasting your time. This is the absolute worst mindset you can have in this situation. The best way to go about this is to look to create an advocate for you, so now the final decision maker has to put a deal together with two sales people that are working towards the same outcome.
Remember to try the following:
FaceTime/Video Chatting— You can do a walk around of the vehicle and discuss with the remote decision maker.
Get them on the phone— Let them ask you their conversations live on speaker
Remind them about remote signing—They can sign for the vehicle from their couch for the most part. Consult your finance professional for details.
See if they can come in now.—You can wait for a reasonable amount of time for them to get here, we’re trying to keep this sale going.
If you exhausted every possible option to get the final decision maker present in the showroom during your visit, the next step is setting an appointment with everyone that needs to be involved and making sure they bring what they need to complete a purchase so this doesn’t continue to drag on.
A follow-up call in this situation sounds like this:
Word Tracks:
“Hey Jake, this is Brian from Toyota, thanks for coming by, how did your chat with grandma go?”
“Hey Jake, its Brian from Toyota, thanks for coming by. I’m sure you spoke to your husband about the Camry, did he have any questions about it?”
“Hey Brian, its Jake from Toyota. I’m looking forward to meeting your wife. Were you guys thinking later today or would tomorrow work better for you?