The second type of question you’re, going to want to master to become a world-class automotive salesperson, are open-ended questions.
What are open-ended questions well open-ended questions are simply questions that require more than a yes or no answer.
Now, how you use open-ended questions or simply take advantage of six w’s in an h who? What, where, when? Why, which and how? If you start your question with one of those seven type of words, typically it’ll, lead to more detail in the answer.
Now, one of the great reasons to use these types of questions are number one to establish rapport with your guests and then two to gather information throughout the automotive sales process.
Let’s take a look at each one in depth.
The first advantage to use in open-ended questions in the automotive sales process is, it helps establish.
Rapport open-ended questions are a terrific way to get a little bit more detail to the questions you ask and the more detail you get, the more information you get about.
The guests buying needs, wants and just ways to create some common ground, and, after all, when you have common ground with your guests, it makes it much easier to move forward throughout the automotive sales process.
Let me give you a couple examples of how to use these questions to establish report.
Let’s say, for instance, you ask your guests: where are you from and your guest says well we’re from barrington illinois and your dealership is located in chicago.
So really, what you’ve learned is the guest lives relatively close to where the dealership’s located? However, you never know, you may get a lot more information.
When you ask that question the guest could say well originally from cleveland ohio.
We now live in barrington, my husband him and i moved here about a year and a half ago, so i could go to work at american realty.
Well, you found out a lot.
You found out where the guests originally from where they live now and why they moved here and how long ago they moved here that may open up further opportunities, create rapport.
Let’s say, for instance, that that’s where you purchased your home from from american realty.
Well, you find out that your guest and the agent you purchased your home from are fast friends bam.
Now you’ve got another opportunity to establish a bond and create more rapport.
The second main purpose for using open-ended questions during the sales process to help gather information.
For example, you may say to your guests how you guys going to be using the truck, and their answer is well we’re just going to drive it back and forth to work, but we’re going to take it with us on vacations too.
Oh really vacations.
Where do you guys normally go on vacation? Well, we go to florida every single year, oh really we’re out in florida, clearwater beach we’ve been going down there for about 10 or 15 years.
Oh really, what do you guys do when you go down there? Well, we like to go deep sea fishing and scuba, diving and we’ve got a lot of gear that we need to take down with us.
That’s the reason why we need the crew cab wow.
Now you found a lot of good information.
Just with one simple question: you know how they’re going to be using it.
You know where they take it.
You know a little bit about what they like to do.
Man, you gained a ton of good information and you also kind of give yourself an opportunity to establish rapport, and that’s one of the nice things about the open-ended question is why you’re gathering information? Typically, you find some information out that helps create common ground and then helps establish even more rapport, while you’re gathering that information .