The Greeting, most people think nothing of it. A simple “Hi, how are you?” Or maybe something more structured like, “Welcome to ABC Motors, my name is Jenn Brockway. Your name is?” Or, better still “What’s up?” Salespeople spend so much time on the Demo, the negotiations, the close, that they forget the all important Greeting. These first few seconds can make or break your deal!
A greeting is supposed to introduce yourself, first and foremost. You don’t want it to be too simple, as it may go ignored, however you don’t want it to be too wordy either. You want them to know (and Remember) your name but you also want their full name in response. Ever get this?
You: “Welcome! My name is Jenn Brockway, and you are?”
Them: “Bob” (while walking away.)
How effective do you think this is? Do you believe that Bob will remember your name? I don’t think so. First impression, down the drain. Sale, possibly lost!
A good greeting has just a couple elements. Its quick, it provides your info, and you get their info. You don’t want it to be too quick nor do you want to take up an hour to tell someone your name. I used various greetings over the years, depending on how I was first meeting my clients. A few examples are provided below:
- Email Greeting: You can have a greeting in an email. Let’s face it, many people never walk into the dealership until they are finalizing their deal which makes a good email greeting extremely important. Mine went something like this:
Good Morning Bob, Thank you for your inquiry on (vehicle.) My name is Jenn Brockway and I will be guiding you through your purchase adventure. If you should have any questions along the way, stop me and ask them! I have included the information on the vehicle you requested below. I would like to speak to you to provide more information, what number and time works best for you? Please let me know. Thanks so much!
- Phone Greeting: Ever bomb that phone call on that used car? We all have. The best thing to do is to have a script like greeting in front of you. Something to help guide you from fumbling your words but can be easily adjusted depending on the request. My script was as follows:
Thank you for calling ABC Motors. This is Jenn Brockway, who am I speaking with please? Great, what is the purpose of your call today? Thanks, in case we get disconnected, is this the best number to reach you (read off the number from the caller ID) and verify if home or cell. Also, just in case, what is your email address? I promise not to bombard you with a bunch of SPAM but just in case I get your voicemail when I call back, I would like to be able to send you the same info via email, for you to review at your convenience.
Then proceed to provide them information. You may not get all of the info right away, but a professional way to ask for it may get it for you after more info is needed.
- Walk in Greeting: Of course, this one may be more difficult as your body language is a key factor. I was always professional, with good posture, and a smile on my face. Nothing says I want to sell you a car like a slob with their hands in their pockets and wandering eyes, right? I used something like this:
Hi there! Welcome to ABC Motors! (With hand out ready to shake) I am Jenn Brockway, your name is? Wonderful, what brings you in today? Perfect! Come this way (leads to a desk to enter into DealerCRM) let’s have a seat and discuss your likes/dislikes, needs/wants, and preferences so I can pull up the car of your dreams! Would you like some water or coffee?
Most dealerships have refreshments somewhere. I worked in various dealerships that had these for guests but I kept my mini-fridge well stocked with cans of pop, water, tea, juice, etc. I even went as far as purchasing a Keurig for coffee for my clients (and me of course!). Whatever methods you use, make sure you put yourself in them! Don’t be fake and try to be someone you are not. Be welcoming, sincere and use your abilities to read your customers response and navigate your follow up questions and comments.
Have some key pointers you’d like to share around greeting best practices? Feel free to contribute them in the comments below.