Always Reconfirm Your Customer’s Needs

Taking the time to truly understand your customers is a game-changer. Not only can it improve their experience, but it also might help increase close rates, retention, and referrals.

Here are some tips for consulting with customers:

• Review any pre-visit information the customer may have provided via the lead or your dealership’s CRM tool.
• Tell the customer that you’re going to ask a lot of questions with the goal of completely understanding their needs (Recognize and appreciate their knowledge).
• After truly listening to your customer, narrow in on their needs using the information you’ve gathered from their answers. If needed, get a few more details so you can truly tailor their experience.
• Pay attention as they speak! Show them you’re all ears and are excited to help them find their perfect Kia vehicle.
• Listen to their expectations of the entire process.

But what about when things are moving fast, and they seem confident in their choice? How can you reconfirm their needs and make sure they get the best vehicle for their needs?

Keep asking questions!

• Revisit key details to confirm their vehicle knowledge and share insights.
• Ask what they are looking for in their Delivery and any key features of interest.

Remember, asking thoughtful questions and active listening can help have your customers driving away in their new Kia thinking, “Wow, they really understood me!”