INTRODUCTION
SALES PROCESS
MEET AND GREET
QUALIFICATION
10 MINUTES IN FRONT OF THE FIRE
THE THREE UGLY SISTERS
FINDING OUT ABOUT THE DECISION MAKERS
PART-EXCHANGE APPRAISAL
FIRST MANAGEMENT REVIEW
PRESENTATION
5 STEP WALK-AROUND
DEMONSTRATION
PRE-CLOSE
SECOND MANAGEMENT REVIEW
NEGOTIATION
GAP INSURANCE
PAINT PROTECTION
12 MONTH WARRANTY
PERSONAL CONTRACT PLAN
YOUR MAIN AIM
OBJECTION HANDLING
CLOSING THE SALE
PUTTING IT ALL TOGETHER
CONFIRMATION & DOCUMENTATION
BUSINESS MANAGER ROLE
CASH CUSTOMER
FINANCE CUSTOMER
BUYING SIGNALS
TELEPHONE APPOINTMENTS
ADMINISTRATION
FINANCE & INSURANCE DEPARTMENT
SERVICE DEPARTMENT
SALES MANAGER
SALES ADMINISTRATOR
PARTS DEPARTMENT
CUSTOMER RELATIONSHIP MANAGEMENT DEPARTMENT
(CRM)
HANDOVER PROCESS
AFTER-SALES FOLLOW UP
CSI QUESTIONNAIRE
SALES PRO SURVIVAL GUIDE
PRE-JUDGEMENT
TRUST
POLITICS
GREED
ETHICS & MORALS
TARGETS
LUCK, LUCK & MORE LUCK
WHITE FLAGGERS
MANAGEMENT STYLES
THE MANIPULATOR – “MR HAL ELUYA”
THE BULLY – “MR DICK TAITOR”
THE PHILOSOPHER – “MR E. Z. GOWING”
THE EGO – “MR LOU CATMY”
THE INCOMPETENT – “MR IVOR COMPLECKS”
THE BARE-FACED LIAR – “MR BILL SHUTTER”
THE PROMOTED FRIEND – “MR PAT RONISING”
THE RELIC – “MR DINO SORE”
WHY ASK?
LIE DETECTION MASTERCLASS
5 GENERAL B.S. INDICATORS
7 NON-VERBAL CLUES THAT SUGGEST DECEPTION
4 CONVERSATIONAL LIE DETECTION STRATEGIES
BUYER’S GUIDE
HOMEWORK
KNOW WHAT YOU WANT
INITIAL ENQUIRY
APPROPRIATE BEHAVIOUR
GETTING THE BEST DEAL
KEEPING YOUR PROMISES
ABOUT SCOTT OWEN
RECOMMENDED READING
