Trade Information
Asking the correct questions and gathering information about your customers last vehicle purchase and trade in is a key focus point for getting to know what kind of buyer your customer is, their likes/dislikes on their trade in vehicle, and even what they are looking for in their next vehicle purchase.
1- Collecting your customers trade in information is a crucial step in the sales process. When your customer is in the dealership go outside with them and gather the trade information through VAuto. If they do not have their trade in vehicle with them. Ask them to provide the trade in information located in box #1.
When asking your customer about the payoff and lien holder this is a great opportunity to gather financial information on your customer. You will learn if the vehicle is financed, leased, or paid off. From here it is very easy to ask them about their current monthly payment, if they have a new payment expectation, and if they have a trade in value they are looking to get on their current vehicle.
2- There is a group of “Additional Questions” to ask your customers when gathering trade information. There is multiple ways to ask each question. Try different phrases and see what feels most natural to you.
“What do you like about the vehicle?”
Alternatives:
“What do you want to keep the same in a new vehicle?”
“is there anything in your car now you cant go without”
“What don’t you like about the vehicle?”
Alternatives:
“what would you change in your next vehicle?”
“Was there any downside to owning your current vehicle?
“How many miles were on it when you bought it? How long have you had it?”
Alternatives:
“Did you purchase the vehicle you have now new or used? When did you make the purchase?”
“Is the customer the primary loan holder?”
Alternatives:
“Is the vehicle financed in your name?”
“Who’s name is on the title or loan?”
3 - Additional Notes