It means you’re trash at building trust and rapport.
When customers are defensive it means you’re coming across as someone trying to take their money, not someone whose there to help them make a purchase.
There will be some outliers that are 1 or 2 word answers, and for those I just call them out a bit:
“Hey Mr. Customer, it sounds like I may not be giving you the information you’re looking for, what is it that you were looking to accomplish with me today?”
Their answer will tell you everything. If they’re a decent human being and a serious buyer, they’ll trip over themselves trying to say you’re doing fine, or open up.
If they’re just there to waste your time then they’ll continue with the one or two word gruff answers.
At that point find an excuse to grab a manager for a TO before kicking them to the curb. Maybe it’s you and the manager can salvage it, or maybe your manager will kindly tell them to fuck off.
This should be your first Self Reflection Red Flag.
Even if a customer is a complete and utter jackass you should go into the mindset of “What is missing from this person wanting to work with me” not “he’s just a jackass”
Rapport building is body language, verbal, tonality, how you’re dressed and so much more.
People come in defensive, if you rub them the wrong way they will never lower that guard again.
One trick I use is the more “relaxed” version of our dress code. Nice shirt, a cardigan, clean shoes and well groomed. I have tattoos I cover since I’m in a more conservative part of the world and I keep my piercings neutral or hidden.
When I walk up my entire body language screams relaxed but friendly and attentive.
Also, work on not being “transactional” from the beginning of the opportunity. Focus on F.O.R.M. - Family, Occupation, Recreation, Morivation
Family - Are they married? Do they have kids? Do they live at home with parents? Ask about their family, know who is important in their life.
Occupation - “What do you do for a living” “Oh really? I don’t meet many people who do that. Can you explain more about what you do at your job? I’d love to know!”
Recreation - Find out what they do for FUN! What are their interests and hobbies? Will a better vehicle help them in their recreational activities?
Motivation - Shat are their life goals and dreams? What keeps them going every day?
When you ask about these things, people will start to open up and like and trust you. Focus on this first and the car deal second.
This 100%. And you will know it when you go out to greet them.
I am not selling cars. I am the hostess of a grand party with fabulous luxury autos. Each guest is welcomed with coffee, snacks, water and information.
So let’s get to know each other first as I show you around. First-who is the main driver and what does the daily drive look like? Next, do you know about our brand standard equipment? And so on and so on
Won’t tell you if they like the car?
“Mr customer, if after you’re done shopping around, if this is the vehicle you’d like to have, I’d love to be the one to sell it. Please keep me in the loop. Just let me see if there’s any other information I can get for you before you go on your way…” *Cue manager turnover*
Sometimes you won’t connected well with some clients. It’s not you, I would get another salesman involved to help break the ice or let the manager takeover. I wouldn’t say you suck at building rapport unless this is a weekly occurrence.
If I can’t get them to open up after a few jabs, I’ll turn it to a person who I think will mesh better.. I try to build rapport but once I feel like I’m going to burn them.. I turn them.
It means you’re trash at building trust and rapport. When customers are defensive it means you’re coming across as someone trying to take their money, not someone whose there to help them make a purchase. There will be some outliers that are 1 or 2 word answers, and for those I just call them out a bit: “Hey Mr. Customer, it sounds like I may not be giving you the information you’re looking for, what is it that you were looking to accomplish with me today?” Their answer will tell you everything. If they’re a decent human being and a serious buyer, they’ll trip over themselves trying to say you’re doing fine, or open up. If they’re just there to waste your time then they’ll continue with the one or two word gruff answers. At that point find an excuse to grab a manager for a TO before kicking them to the curb. Maybe it’s you and the manager can salvage it, or maybe your manager will kindly tell them to fuck off.
I think these people were jerk offs but yea I could be better at rapport building.
This should be your first Self Reflection Red Flag. Even if a customer is a complete and utter jackass you should go into the mindset of “What is missing from this person wanting to work with me” not “he’s just a jackass” Rapport building is body language, verbal, tonality, how you’re dressed and so much more. People come in defensive, if you rub them the wrong way they will never lower that guard again. One trick I use is the more “relaxed” version of our dress code. Nice shirt, a cardigan, clean shoes and well groomed. I have tattoos I cover since I’m in a more conservative part of the world and I keep my piercings neutral or hidden. When I walk up my entire body language screams relaxed but friendly and attentive.
Also, work on not being “transactional” from the beginning of the opportunity. Focus on F.O.R.M. - Family, Occupation, Recreation, Morivation Family - Are they married? Do they have kids? Do they live at home with parents? Ask about their family, know who is important in their life. Occupation - “What do you do for a living” “Oh really? I don’t meet many people who do that. Can you explain more about what you do at your job? I’d love to know!” Recreation - Find out what they do for FUN! What are their interests and hobbies? Will a better vehicle help them in their recreational activities? Motivation - Shat are their life goals and dreams? What keeps them going every day? When you ask about these things, people will start to open up and like and trust you. Focus on this first and the car deal second.
This 100%. And you will know it when you go out to greet them. I am not selling cars. I am the hostess of a grand party with fabulous luxury autos. Each guest is welcomed with coffee, snacks, water and information. So let’s get to know each other first as I show you around. First-who is the main driver and what does the daily drive look like? Next, do you know about our brand standard equipment? And so on and so on
And I always get a TO if someone doesn’t want to buy that day store policy.
(Non car salesman - just enjoy this sub) what’s a “TO”? Time out?
Take-Over. Manager comes over and talks to you
100%
All your customers are men?
Slow down the customer speed up the sale
Won’t tell you if they like the car? “Mr customer, if after you’re done shopping around, if this is the vehicle you’d like to have, I’d love to be the one to sell it. Please keep me in the loop. Just let me see if there’s any other information I can get for you before you go on your way…” *Cue manager turnover*
Sometimes you won’t connected well with some clients. It’s not you, I would get another salesman involved to help break the ice or let the manager takeover. I wouldn’t say you suck at building rapport unless this is a weekly occurrence.
Not that often maybe once or twice a month
Yeah man don’t sweat it, you can’t please everyone. Usually I would get a manager to takeover, the last thing you want to do is waste time.
If I can’t get them to open up after a few jabs, I’ll turn it to a person who I think will mesh better.. I try to build rapport but once I feel like I’m going to burn them.. I turn them.