The document outlines a sales process consisting of several steps: prospecting, meet and greet, qualification, presentation, test drive/demonstration, closing the deal, delivery, and follow up. It provides details on how to effectively conduct each step, with an emphasis on listening to customers, determining their needs and budget, presenting appropriately tailored options, getting buyers invested through the test drive, and following up for feedback and potential referrals. The use of brief video messages at various points is also recommended to enhance the customer experience.

1. SALES PROCESS
By Dawie Kruger

2. Sales Process

3. Sales Process
• The picture in first slide is a shorter version of the sales
process we are going to discuss, but clearly shows the
sales flow.
• Our Steps as headings:
• Meet and Greet
• Qualification
• Presentation
• Demonstration
• Closing
• Delivery
• Follow Up

4. Sales Process
• Prospecting- Definition: The search for potential customers or buyers .
• In our industry there are a number of ways:
• You have to be linked to influential people in bigger organisations, government,
business etc. or get connected to someone influential if not already connected.
• Workshop – Average 45 cars a day, 20 working days potential 900 people every
single month you can talk to.
• Old customer base, current customers, start working files of sales people that left
@ 5 a day = 100 people a month.
• Floor traffic – very limited you need to be awake, aware and helpful.
• Referrals & Spotters- we need to make use of this more and more.
• Internet leads – Limited and varies a lot month to month.
• Focus Pro – We have to convert more people.
• Drive events – Focus on new and 2 and 3 year old current customers, keep them in
the loop.
• Special events – think out the box.

5. Sales Process

6. Sales Process
• Interesting studies:
• Autotrader the leading car internet advertiser did some
studies
1. Only 30% of people that see our vehicles advertised on
website will use email as a method of communication.
2. 54% will see the vehicle and come to the showroom
directly without prior arrangement.
3. 28% will phone for more information before making
decisions
4. Preferred method of communication 80% of these people
initially prefers speaking to someone before getting a
mail, only after initial call they prefer email
communication.

7. Sales Process

8. Sales Process
• Daily activity is what matters most.
• What are you doing with your time every day?
• What are you doing daily and how much of that
are you doing that will lead to business in the
end.
• The intensity of activity cannot change during the
course of the month, if you use the same
intensity daily that most people use in the last
week of the month imagine the difference it will
make.

9. Sales Process

10. Sales Process
• What are you aiming at?
• What do you believe about yourself?

11. Sales Process
• Meet and Greet:
• This process can happen telephonically or on the showroom. Be warm and
welcoming. Be aware of your body language, tone of voice, are you open for
business? Smile and be genuine, people pick up fake warmth very easily. Invite
people to meet at your desk and make sure you offer refreshments.
• Build rapport during this step, understand who you are dealing with, get names,
position – director, dr., entrepreneur etc. – what do they do for a living, contact
detail.
• Do not use “Can I help you?” you are not a Doctor. - Rather use how may I assist
you?.
• Make sure you write down details where you can find it again and that you load
that on Focus Pro.
• Remember people will need to buy you first before they will buy your product.
• Anxiety is the single biggest killer of any sale, people will sense your anxiety and
it will make them uncomfortable. Be calm and in control.

12. Sales Process

13. Sales Process
• Qualification:
• This is the part of the sale where most sales people fail completely
they either do not qualify at all or they do not actively listen during
qualifying. Asking the right questions during this part of the process
is paramount to your success.
• This is where you determine buying motives, can the person afford
what he/she wants, do I have something to offer.
• Listen twice as hard in this part of the sale, God gave us two ears
and one mouth use them. Critical information will come forward in
this part of the sale.
• You can not move to next part of the sale without doing this
100%.

14. Sales Process
• Qualification:
• Ask open ended questions
• Get the customer to talk – listen take notes.
• Gather the information you will need to pick the car he / she wants.
• Do not ask questions that will only have a yes or no answer.
• Make sure you understand their expectations for the vehicle and the sale.
• Expectations for instalments, delivery time, finance etc.
• The big one, ask them about ITC,
• Judgements etc.
• This part of the sale is all about information, it is here where you decide on the car you are going
to offer, if you are going to offer anything at all and if the customer can afford what he / she wants.
• Also gather information about Trade in here, once you are satisfied that he / she can afford the car
or that you will be able to settle the Trade In, make sure if you have a deal or not.
• We waste a lot of time with people that can’t afford the car or settle trade ins.
• Cost your proposed deal first before offering!!!!
• Trade in valuation and pricing before you continue, settlement versus used car pricing.

15. Sales Process

16. Sales

17. Sales Process
• Presentation:
• You cannot continue with this step if
qualification failed as you will be wasting time.
• Make sure you understand exactly what to
offer before you continue with a presentation.
• During the presentation focus on the things
you heard that was or is important to the
customer.

18. Sales Process
• Presentation:
• If you have listened, you already picked a car in your mind to present, for this
reason knowing your stock/product and financial products are extremely
important.
• You can now present the car that best suits the customers needs. Focus on the
stuff that was important during qualification and things that will make an
impression, build value.
• Do not give too many options on vehicles customers get confused, you are the
specialist sell him / her, the vehicle that suits their needs.
• Present the car with passion and focus on the features and benefits that were
most important to the customer during qualification.
• Ask closed questions in this part of the sale, this is called small closes, so now
you want the yes / no answers to ensure you are on track.
• So every time you present something you ask is this what you wanted, every time
the customer confirms with a yes, you are one step closer to the BIG yes.
• If you get a no you can clarify that you understood the customer correctly or
handle his or her objection there and then.

19. Sales Process

20. Sales Process
• Test Drive / Demonstration:
• Once you had buy in on the presentation you
MUST OFFER the test drive.
• Make sure vehicle has fuel before you leave.
Demo vehicle to be clean cannot have any
personal items in the car.
• It cannot look like somebody already owns it.

21. Sales Process
• Test Drive / Demonstration:
• First drive the car yourself so customer can see everything
works perfectly.
• Then explain controls properly before handing over to
customer, make sure you hand over the key to customer as
they take ownership in their mind.
• In this part of the sale you keep quiet.
• Only speak when spoken to, let the customer experience
the car.
• Let them ask you now, you answer only what you are
asked about.
• Once completed ask customer if this was good, small
close.

22. Sales Process

23. Sales Process
• Closing the Deal:
• You now have the right if you followed all the steps perfectly to ASK
anyone of the following
• Can we start the finance process?
• When can I deliver?
• What colour do you want?
• Let us then sign the OTP and fill in finance application, when can I
deliver?
• Do you have all you supporting documents for finance?
• TRY NOT TO SEND PEOPLE HOME WITH PROPOSALS THEY SHOP
AROUND,
• TIE THEM UP BEFORE THEY LEAVE.
• GET THE SIGNATURE!!!!

24. Sales Process
• Closing the deal:

25. Sales Process
• Delivery:
• Prepare well in advance.
• Delivery to be ready before customer arrives.
• Make it special.
• Make it unforgettable.
• Think out of the box.

26. Sales Process

27. Sales Process
• Follow up:
• 24 Hours after delivery first follow up crucial
for Csi and possible referral business.
• 48 Hours to enhance customer experience.
• Explicitly make sure it is just a follow up call
and not connected to a call to remind about
registrations etc.

28. Sales Process

29. Sales Process
• Video System:
• Aim – to be different, unique.
• Who do I send to:
• On every contact that was made – telephone contact send video to confirm car
that was spoken about.
• Walk in - to say thank you for visit and confirm car that was presented.
• Email lead - to confirm car that was communicated about.
• Attach proposal and photos to email send with video link.
• Confirm that customer got link via sms, call or email.
• If link failed customer work email address blocked it get private or additional email
address to send to or use whatsapp.
• Make quick quality video’s focusing on the right stuff.
• Careful with tone of voice, where video is taken and make sure hand movements
are slow so that customer can see exactly what you are presenting.
• Remember to introduce yourself first before going onto presenting the car.
• You can also do delivery video’s before and after, once the car is on delivery bay
send video to notify, after delivery to say thank you.