Meet & Greet Excellence
- The 10-second greeting rule
- Body language calibration
- How to acknowledge multiple customers
- “Non-salesy” greeting examples
- Role-play: Walk-in greeting with varying personality types
- Mini test: Identify poor greeting habits in video examples
Qualification & Needs Analysis Items & Drills
- Asking layered questions (Surface → Deeper → Motivators)
- The 5 Categories of qualification:
- Lifestyle
- Budget & finance
- Usage pattern
- Preferences
- Trade-in
- How to gently uncover payment tolerance
- Activity: 10-question needs analysis challenge
- Drill: Role-play a customer with vague answers
Vehicle Selection & Walkaround
- How to connect needs → features → emotional triggers
- The “3 key features only” rule
- The FAB Method: Feature → Advantage → Benefit
- Setting up the car for a premium walkaround
- Accessory introduction early (not at delivery)
- Drill: Participants do a 60-second feature demonstration
Test Drive Mastery
- The 3-phase test drive structure:
- Pre-drive brief
- Silent test vs guided test
- Post-drive debrief
- Safety and compliance message
- Demonstrating differentiators (ride, quietness, tech, etc.)
- Activity: Each salesperson practices a “pre-drive brief”
- Game: Identify 5 selling opportunities on a test drive route
Trade-In Handling (Valuation Process)
- How to “introduce” the valuer
- Setting customer expectations
- The walkaround language (non-confrontational phrasing)
- Trade-in appraisal worksheet demonstration
- Under-netting positioning script
- Drill: Participants handle a sensitive trade-in objection
Proposal Presentation
- Presenting figures with confidence
- Structure of a professional price presentation
- Explaining on-road costs
- Linking price back to needs & value
- How to present weekly/monthly payments
- Drill: “Price reveal practice” — role-play with a tough customer
- Discount-protection techniques
Objection Handling Masterclass
- The 4-Step Objection Handling Model:
- Acknowledge, Clarify, Isolate, Solve
- Common objections:
- “Your price is too high”
- “I need to think about it”
- “I saw a cheaper deal online”
- “I don’t want finance”
- Activity: Objection Boxing — 2-minute rapid-fire drills
- Real dealership data: Objections most common in your dealership
Closing Techniques
- The 5 closes every salesperson must know:
- Assumptive close
- Alternative close
- Summary close
- Minor-point close
- Test-drive close
- How to read buying signals
- When to bring in a manager (and how to DC professionally)
- Drill: “Closing ladder” training — escalate soft → firm closes
- Confidence building: What to say right before presenting figures
F&I Introduction
- The 20-second “Early Finance Intro”
- How to position finance without sounding pushy
- Linking finance to lifestyle
- Insurance & protection product overview
- Role-play: Non-salesy handover to the Business Manager
Delivery & After-Sale Retention
- Setting delivery standards
- Delivery checklist demonstration
- How to create a “Wow moment”
- Post-sale follow-up schedule: ( to dealer Plan )
- Day 2
- Day 14
- Day 45
- Day 200
- Retention scripts for service, accessories, and repurchase
Daily Discipline & SOP Integration
- Daily task checklist
- CRM hygiene and daily lead actions
- Weekly 1-on-1 structure
- Manager floor control
- KPI expectations for:
- Test drives
- Quotes
- Finance referrals
- Deliveries
- Close rate