Vehicle Standard Selling Process Guide

1. 1 | P a g e M e d h a k u m a r Y a d a v
Medha Kumar Yadav
Mb.no -9849518106/9803293360
Email Id: medha808@gmail.com
Skype Id: medha126
Vehicle Standard Selling Process Guide
Step 1. Preparation
Step 2. Opening
Step 4. Product Presentation (Test Drive)
Step 4. Product Presentation (Six Step Demonstration Process)
Step 3. Needs Assessment
Step 5. Attempt Closing
Step 6. Deal & Finance
Step 7. Vehicle Delivery Process
Step 8. Post Sales Follow-up (PSF)

2. 2 | P a g e M e d h a k u m a r Y a d a v
Step 1. Preparation
Every sales person needs a sales process as a guide to deal with Customers. We have a well-defined process for selling their
Cars. This process is called VSSP (Vehicle Standard Selling Process).It is a set of eight steps which every Dealer should follow
while selling the vehicle to the customer. This process help in achieving maximum customer satisfaction and sale. The main aim
of creating this process is bringing a smile to the customer’s face. In this issue, lets a better understanding of the first step
preparation.
Importance of Preparation:
Preparation before we start our sales is really important as it makes you ready to face various customers and situations. Selling
becomes systematic if the salesperson is aware of customer’s needs, intention to buy and convenience. Most of deal fail because
of improper planning or preparation. A prepared plan helps in 100% sales.
Preparation means:
1. Grooming Dressing and Manners
2. Product and Process knowledge
3. Dealership facility
So let’s take a look at how we can prepare for each of the above aspects:
1. Grooming, Dressing and Manners: A salesperson should take care of the way he /she dresses up. By keeping his /her
body clean and wearing proper clothes, he can groom himself well .A part from looks he should take care of small behaviors as
handing business card, shaking hands etc.
2. Product and Process knowledge: Sales executive should have proper knowledge about the product .He should keep
himself aware of the latest product through brochures and magazines.
3. Dealership Facility: A salesperson should also prepared to welcome the customer to a clean and arranged showroom
which enhances sales. He should take care if the cars are arranged in a systematic manner in the showroom.
In short Preparation
In the next edition we will cover Step-2 Opening
Well Groomed & Mannered Sales
Person
Good Product Knowledge
Dealership Facility

3. 3 | P a g e M e d h a k u m a r Y a d a v
Step 2: Opening
In the last issue we had discussed the importance of Preparation and the various way by which a salesperson can prepare himself
before a customer interaction.
In this issue we will discuss the best ways to great and make a customer comfortable in the second stage of Mahindra Standard
Selling Process:
Objective of Opening
It makes the customer feel important and helps create confidence in the sales executive.
What is a perfect ‘opening’ as per the customer?
According to the customer opening means
 Warm welcome & polite greeting
 Made to feel comfortable
 Made to feel important
How can a salesperson give a warm welcome to his customers?
 Initially the salesperson should
 Greet customer the moment he/she enters dealership
 Offer handshake
 Introduce himself and his position ate the dealership
 Handover his business card
 Ask how he could help
And all through….
 Smile ‘genuinely’
 Keep continuous eye contact
How can a salesperson make the customer feel comfortable?
 By seating the customer comfortable at a round table.
 Initiating a small conversation along with refreshments helps the customer to get in to a comfort zone with the
salesperson.
How customers want to be treated?
Customer should we made to feel comfortable & you should
 Give all his time & efforts till the purchase decision is made
 You should not disturb the customer with other cases or issues
 Keep the cell phone on silent
 Treat the customer as V.I.P/gust
In short customers want……..
 To be received warmly & quickly
 A confident salesperson
 To be offered assistance
 To be made feel comfortable
In the next issue we will cover the Step-3: Need Assessment

4. 4 | P a g e M e d h a k u m a r Y a d a v
Step 3. Needs Assessment
In the last issue we had discussed the importance of Opening and the various ways by which a salesperson can make the
customer feel comfortable. In this issue we will discuss how s a salesperson can identify and track the customer’s need and fulfill
them in the best way in the third step of Mahindra Standard Selling Process: Needs Assessment.
Objective of Needs Assessment
It helps you to correctly understand the customer’s needs, present problems and thereby suggest an appropriate solution.
What do customers expect from Needs Assessment?
According to the customer need Assessment Means getting the right product with right features.
How can you give the right product with right features through Needs Assessment?
Need Assessment involves
 Taking permission before asking questions
 Right probing
 Analyzing customer’s responses
 Handling objections smartly & patiently
Let us study them in detail:-
Taking Permission: Taking permission prepares the customer for your “Bombardment’ of questions. If not done, the
customer might, upon being asked so many questions, feel interrogated.
Right Probing: Probing is a technique of questioning to explore a person’s needs, wants and his/her opinion about a certain
issue. There are two types of probes-Open probes help you to make the customer talk and closed probes are the questions that
can be answered in a single word or phrase. Enquiry Tracking Card helps in probing effectively during the sales process. It helps
in selling more cars and other services, saves time & energy, helps documentation maintenance and helps in self-analysis.
Analyzing Customer’s responses: After getting the responses for your probes you needed to analyze the responses. A
customer usually has priorities set in his mind about the car he /she wants to buy. You need to re- adjust your vehicle demo to
highlight the vehicle’s features is sequence with his priorities.
Handling Objections: The greatest barrier from the customer’s side during a sales call is handling an objection which involves
understanding the root cause if the objection i.e. buying power, need, and confidence in the product and handling the objections.
How can you handle the objections effectively?
 You should never argue with the customer.
 You should never interrupt the customer during the conversation.
 Only provide answers you know for certain are true.
 If customer does not believe in your product, offer evidence.
 Find out if the voiced objection is the only one, and if he’s satisfied on it,
you are successful.
In short we can keep customers happy by:
 Asking relevant questions using Enquiry Tracking Card
 Carefully listening to answers without interrupting them
 Understanding the needs and suggesting the right product to the customer
In the next issue we will cover the Step 4: Product Presentation

5. 5 | P a g e M e d h a k u m a r Y a d a v
Step-4. Product Presentation (Six Step Demonstration Process)
In the last issue we had discussed the importance of Needs Assessment and the various ways by which you can identify and fulfill
the customer’s in the best manner.
In this issue we will discuss how you should demonstrate the car to the customer.
Objective of Product Presentation
It helps you to explain and demonstrate how the shortlisted vehicle suits the customer’s revealed needs.
What kinds of product Presentation do customers need?
According to the customer Product Presentation means demonstration of all the features and a test drive of the car.
How should you demonstrate the car to the customers?
 Before starting the demo, you should make sure the car is prepared with its interior and exterior cleaned and the key is
available.
 You should always give a brief overview of the demo to the customer and also inform him/her about the approx... Time.
 You should encourage customer to interrupt at any time in case of enquiries/doubts.
 You should follow the correct six step Demonstration Process.
Let’s understand the six step Demonstration process in detail.
FIRSST: F= Front; I=Interior; R=Rear; S=Seating; S=Safety; T=Technology
F= Front: You should give brief background of the car, styling
features & awards won by the car to the customer in such a
manner that it creates excitement in the customer’s mind to know
more about the car.
I=Interior: Talk about the luxurious interiors, seating position
and ease of operation of all controls that facilities hassle free
driving.
R=Rear: You should draw attention of the customer towards
large boot space, stylish tail-lights, rear wiper/defogger, rear
garnish etc. which adds to the elegant looks of the car.
S=Seating: You should talk about rear seat comfort, leg room &
head room which increases passengers comfort.
S=Safety: You should highlight the features that make car safe
like side impact beams, i-CATS, ABS & Airbags.
T=Technology: Talk about the engine specifications like mileage, power, pickup & low maintenance cost.
Spend more time to explain the features & benefits of the car to the customer that will make customer feel that the car suits his
needs.
In the next issue we will cover test drive section of Step 4: Product Presentation

6. 6 | P a g e M e d h a k u m a r Y a d a v
Step 4: Product Presentation (Test Drive)
In the last issue we had discussed the six step demonstration process in detail .In this issue we will discuss the importance test
drive to the customer.
Objective of test drive:
It helps you to explain & make the customer experience the various
features and benefits of the car which further convinces him to buy the
car.
How should you give the Test Drive?
You should follow the below mentioned Test Drive sequence
 You should begin the drive
 Ask the customer to drive
 Take back the drive if needed
What are the preparations that you should make for Test
Drive?
 You should ensure that the vehicle is in a neat and clean
condition.
 You should check the fuel level, tyre pressure.
 You should check the normal functioning of all the controls on
the test drive car.
 You should check the availability of a valid driving license with
the customer.
What are the essential things that you should remember during the Test Drive?
 You should always wear the seat belt and also request the customer to do so.
 You should remain silent for the initial 2-3 minutes so that the customer can get a feel of the vehicle.
 You should wait for customer’s queries and answer them politely.
 You should explain all the features of the vehicle in detail.
 You should give test drive on the main road so that all features like AC, turning radius, etc. Can be fully explained and
experienced by the customer.
 The duration of test drive should be at least 15-20 minutes.
What you should do after the Test Drive?
 Take the prospect to a quiet space designed for negotiations
inside the showroom.
 Take the feedback from the customer on the car.
 Handle dissatisfaction, if any, and attempt, a preliminary
close.
 Fill up test –drive sheet
In short we can keep customers happy by:
 Explaining all the features of the car in detail.
 Answering all their queries.
 Offering them a test drive on a clean vehicle.
In the next issue we will cover the Step 5: Attempted Closing

7. 7 | P a g e M e d h a k u m a r Y a d a v
Step 5: Attempted Closing
In the last issue we had discussed the test drive section of Product Presentation in detail. In this issue we will discuss how you
can close the deal positively with the customer.
Importance of Attempted closing
It helps you to know if the customer wants to buy the vehicle or not .The closing may not always be a positive one but it is
important for you to even make a non-profitable closing memorable for the customer.
How should you attempt to close the deal?
Attempted closing involves
 Recognizing buying signals
 Closing Techniques
What are buying signals?
In order to close a deal, you need to recognize if the customer is
interested in making the purchase or not .This can be done by closely
observing their question, statements and body language.
What are the different closing Techniques?
Techniques 1: Positive assumption close: Assume that the customer has made up his mind to
purchase. Customers tend to agree with the salesperson sometimes. For e.g.: “Sir, so when do you
want the car to be delivered?”
Technique 2: Two choices close: Offer two positive choices to the customers to choose from. It
is not a choice between a yes and a no, but rather between two years, for e.g.: “Would you prefer the
delivery on Tuesday or Wednesday?”
Technique 3: Open Question, then keep shut: Silence is more important than the question .Too
many salesperson do not wait for the answer, but rather start persuading the customer again, which is
one of the major mistakes. For e.g.: “What do you think about the offer?”
Technique 4: Favor the customer: The salesperson agree to do some ‘favor’ for the customer in
return for the deal. Use it if your customer is hesitating to make a decision. For e.g.: “If promise to get
your desired color delivered by tomorrow evening, will you ready to sign the contract now?”
Technique 5: Suggest immediate buying: To suggest buying as soon as possible, before
something unfavorable happens. For e.g.:” According to the company’s pricing policy we adjust the
prices in April, so I would suggest you buy not later than March.”
Technique 6: Ambiguity in the mind of customer: The salesperson understands that the customer is in two mind,
especially while also considering other models. For e.g.: “I can appreciate this is a tough decision –what normally works is to
write down a list of all the pro’s and con’s-two separate columns –and them we can both see clearly if overall it’s the right thing
to do….”
Technique 7 : Customer consultation : It is easier for the customer to agree on little pieces than taking the whole offer at
one bite .The salesperson consult on different options and features and step by step takes his agreement for e.g. :” Lets finalize
the car model and then later we could discuss the service pack and accessories.”
In short we can keep customers happy by:
 Recognizing the buying signals in time
 Never over –pressurizing the customer into making the decision as decision to go for the purchase should come from
within the customer.
 Being a high –value decision, the customer has the right to think twice before booking the order.
In the next issue we will cover the Step 6: Deal and Finance

8. 8 | P a g e M e d h a k u m a r Y a d a v
Step 6: Deal & Finance
In the last issue we had discussed Attempted Closing in detail. In This issue we will discuss how you can wrap-up the deal in a
clear and professional manner.
Importance of Deal & Finance
It is important for you to convince the customers that they are investing money on a good deal. So providing them with the best
deal is necessary. It builds up customer’s trust on you and the company which helps in increasing sales and more customers.
What do customers expect from Deal & Finance?
According to the customer a good deal & finance means being offered a convenient payment solution and all finance terms being
explained in detail.
What Kind of payment solution do customers want?
Cars can be purchased through two ways:
 Down- payment
 Finance
About 3/4th M&M vehicles are sold with some financing arrangement. So, every customer wants simple,
fast, transparent and hassle free finance plan.
How to get customer through Paperwork?
 Customers don’t like to wait, they expect all the paperwork to be ready
 They want all the documents of their use to be explained well
 Want to be assisted while filling up all the forms
What kind of finance terms customers want to be explained?
The Finance terms to be explained are:-
 Communication related
 Verification Related
 Procedural Related
 Documentation
 Booking Stage Help the customer to complete the paper work
 Approval Stage
 Post approval Stage
What are the options of finance for a Mahindra Customers?
Ans. are the options of finance for a Mahindra Customer.
What are the finance partners of Mahindra?
Ans.
What are the documentations required for availing finance?
Ans. A salaried person needs to provide
Application Form, Income Proof, (From-16,2yrs IT Return), Identification Proof. Address Proof & Bank Statement (6months)
Who are the insurance partners of Mahindra?
Ans.
What is the eligibility for availing Mahindra Insurance?
Ans. Vehicles should not be more than 7 years at the time of insurance
In Short…
Customer Want:
 Convenient payment plan to be offered
 Finance to be made:
 Simple
 Transparent
 Quick
In the next issue we will cover the step seven: Vehicle Delivery Process Negotiate Fairly