Here is an easy one:
Every person related to your business says, "Hello" to the customer.
Don't ask, "Do you need help with anything?"
Do ask, "If you need something, let one of us know!"
I spent a lot of money through warranty and out of warranty at a particular OEM dealer recently.
They only people who said HI to me were the people in the service lane that have the OBD ipad on them.
NO ONE else!
Walk past 2-3 sales people on average to go take a pee. NOBODY said hello.
Dudes at the service desks? One guy did ask me if I need to get in touch with my service advisor. 1 person.
I'm a dealership! I'm expecting to be smiled at, at least a head nod, a thanks for stopping by, hope you're having a great day, ....
Every warm body on your lot is a potential sale. Even the perpetual window shopper.
I had a back ground in Sales when I lived in Santa Barbara. Lots of rich people show up.
I was the only person who used to help this bored rich housewife. She'd come in an buy several hundred dollars of stuff, to return part of it the next week and would buy some stuff probably not to make us feel bad. She was infamous and nobody wanted her sales or returns. I would hang out with her. Every so often she say, "This is a keeper don't worry." It wasn't the commission that I was worried about, it was the service since I worked only 20 hour weeks after university class and had the closing shifts -- nobody buys that much after 8pm. Funny thing, I was always 2nd place after the full timer lady who had the best shifts. I just was friendly and played it cool and had a handful of 10% coupons I would store up on. it's amazing how a simple less than tax discount would create sales. I also used to do the walk the customer to their car on big purchases when we had floor staff.
Just smile and be a friendly person!
