3 Keys to Understanding Your Customers’ Needs

Ever wonder what makes a sales experience truly awesome? Spoiler alert: it’s about making your customer feel not just heard, but completely understood!

Before digging into their needs, give them a heads up that you’ll be thorough. Say something like “I want to completely understand what you need. So, I hope you don’t mind a few questions—just a quick chat to make sure I’m spot on!”

But wait, there’s more! Picture this: before your customer even steps foot into the dealership, they may have already shared all their vehicle dreams with the dealer website chatbot—type, accessories, purpose, you name it. During your chat, bring up that golden info. Imagine their surprise and delight! You’ll give them something maybe no other dealership has!

Now, here are the three keys to bonding with your customer and getting the lowdown on their interests!

• Introductory Questions: Kick off with open-ended questions to explore new topics and get a feel for what your customer needs. For example, “Tell me about your current vehicle.”
• Follow-Up Questions: Obtain more information or clarification with open-ended or closed-ended questions. Dig deeper and build that rapport. For example, “What’s on your wish list for the new vehicle?”
• Summarizing/Confirming Questions: Wrap it up to make sure you’re on the same page. For example, “So, you’re thinking a bigger SUV with All-Wheel Drive, right?”

Remember, every customer is a unique individual. Asking questions can help to uncover their needs and expectations. It not only helps to match them with the perfect Kia but can also make the process easier. That way, you can focus on the vehicle features that truly matter to them. And guess what? That could score you some repeat and referral business.

Time to make every customer feel like the VIP they are!