1. Sales Best Practice

2. UnacceptableAcceptableExceptionalExtraordinary

3. Best Practice Attitude UnacceptableExtraordinary Attitude What does, a bad unacceptable attitude look like? How does a poor attitude impact: Customers The Team Your Results Attitude What does an Extraordinary attitude look like? How does a superb attitude impact: Customers The Team Your Results Define the behaviour difference between the two

4. Unacceptable The salesperson takes shortcuts, blames everyone and everything for their lack of performance. Is not a team player and shows no respect to other people. They have a losers attitude in their lives. Acceptable The salesperson is positive towards the customer, helpful to fellow team mates and considers the business in his decision making process Exceptional The salesperson gives to others without expectation of return, considers customer service a priority, takes great pride in their role and always has a positive can do outlook. Extraordinary The salesperson is grateful on a daily basis for the opportunity to interact with customers and colleagues alike. They embrace in their life a winning attitude that allows them to achieve amazing results. They consider how their decisions impact others, they always do what is right. They are energetic, enthusaistic and peak performance state at all times. The do not see failure as a reason to be frustarted but as an opportunity to become fascinated. They live life to the full, exceed targets, are goal driven and have adopted a servants heart. BEST PRACTICE ATTITUDE Extraordinary or Unacceptable, you make the difference!

5. Best Practice Meet and Greet UnacceptableExtraordinary Meet & Greet What does unacceptable look like? How does a poor meet and greet impact: Customers Your Results Meet and Greet What does Extraordinary look like? What edge does a superb meet and greet Agenda set bring to Customers The Sales Process Your Results Define the behaviour difference between the two

6. Unacceptable Nobody approaches the customer Acceptable The customer is allowed to browse and is approached in three minutes by a salesperson who greets the customer with "Hi, do you need any help?" Exceptional The customer is allowed to browse and is approached in three minutes by a salesperson who smiles and says "Hi my name is Jon, how can I help you ?" Extraordinary The salesperson recognises a customer needs assistance and that this is their chance to demonstrate how different a salesperson they are to others the customer may have worked with. The customer is allowed to browse and is approached within three minutes by a sales person who matches the customers energy, and say's "Hello welcome to SMC, mine name is Jon and you are Mr?" The sales person goes on to deliver the perfect Agenda Set. BEST PRACTICE MEET AND GREET Extraordinary or Unacceptable, you make the difference!

7. Best Practice Qualification UnacceptableExtraordinary Qualification What does unacceptable look like? How does a poor qualification impact: Customers The Process Your Results Qualification What does Extraordinary look like? What does proper qualification do for Customers The Process Your Results Define the behaviour difference between the two

8. BEST PRACTICE QUALIFICATION Unacceptable The customer is not qualified Acceptable The sales person has a conversation with a customer, about their needs and wants Exceptional The sales person invites the customer to sit down away from the product, then proceeds to ask qulifying questions, open ended questions that gather information Extraordinary The sales person, uses the part-exchange appraisal as an opportunity to identify previous buying habits, future needs, to identify what circumstances have changed in the customer life. The sales person uses open ended questions, encourages the customer to explain more, reflects and summarises what has been said. Extraordinary or Unacceptable, you make the difference!

9. Best Practice Part Exchange UnacceptableExtraordinary Part Exchange Appraisal What does unacceptable look like? How does a poor appraisal impact: Customers The Process Your Results Part Exchange Appraisal What does Extraordinary look like? How does a thorough appraisal impact: Customers The Process Your Results Define the behaviour difference between the two

10. BEST PRACTICE PART EXCHANGE Unacceptable The salesperson looks at the car for his window and says"Is it the same the other side?" Acceptable At some point in the sales process the salesperson leaves the customer in the showroom and appraises the part- exchange vehicle, including driving the vehicle and completing an appraisal form. Exceptional After Qualification, the part-exchange is appraised in the customer's presence, the vehicle is driven and an appraisal form fully completed. Extraordinary Directly after the meet and greet data capture, the salesperson takes the customer to appraise the part exchange. Whilst doing so they establish needs and wants using previous buying habits and the future needs questioning model. They drive the customers car, complete the appraisal form and continue to build rapport with their customer. Finally they ask the customer to rate their car out of 10 Extraordinary or Unacceptable, you make the difference!

11. Best Practice Presentation UnacceptableExtraordinary Presentation What does unacceptable look like? How does a poor presentation impact: Customers The Process Your Results Presentation What does Extraordinary look like? How does a professional presentation impact: Customers The Process Your Results Define the behaviour difference between the two

12. BEST PRACTICE PRESENTATION Unacceptable The customer is not given a presentation and is left to look at the vehicle on their own. Acceptable The customer is shown the vehicle, possibly using the five step walk round, the sales person being available to answer any questions. Exceptional The customer is shown the vehicle in a structured manner and the features and benefits that are of interest to the customer are presented in a personalised way Extraordinary The customer is presented the vehicle with energy and enthusaism, the salesman walks the customer around the vehicle identifying features that are aligned with the customers motivators. The benefits of these features are presented to a customer using the power of metaphors. Along each step the sales person confirms with the customer see's the value of them. At the end the salesperson summarises the key features and takes the customer for a test drive Extraordinary or Unacceptable, you make the difference!

13. Best Practice Test Drive UnacceptableExtraordinary Test Drive What does unacceptable look like? How does a poor test drive impact: Customers The Process Your Results Test Drive What does Extraordinary look like? How does a positive test drive experience impact: Customers The Process Your Results Define the behaviour difference between the two

14. BEST PRACTICE TEST DRIVE Unacceptable The customer is not offered the chance to try the car in action, but is expected to make a decision to buy it! Acceptable The customer is asked "Would they like a test drive" and a vehicle is driven by the customer on their own Exceptional The customer is given a test drive in a suitable vehicle, on a suitable route, for a suitable amount of time accompanied by the salesperson, who points out relevant features and their benefits to the customer Extraordinary The customer is directed to a vehicle by the assumptive test drive method, the salesperson drives first and then ensures all parties are allowed to drive. The vehicle matches the customers exact needs. Relevant features are demonstrated to the customer. The test drive route uses styles of roads that the customer will recognise. At the end of the test drive the features and benefits are summarised by the salesperson and acknowledgment of the value to the customer, of them is gained. At this point a trial close will be used to establish the customers level of commitment to purchase the vehicle driven. Extraordinary or Unacceptable, you make the difference!