Fillable SALES PROCESS WORKBOOK

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SALES PROCESS WORKBOOK

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© 2018 General Motors Company All rights reserved
1
INTRODUCTION AND INSTRUCTIONS
As you learn how your dealership works, you’ll be shadowing your colleagues to get a feel for
things. This workbook is designed to help you understand how your dealership’s sales
process follows standard sales processes. Make sure to take it along as you shadow and talk
with your colleagues or manager.
You may not be able to complete all the items in one day, depending on your onboarding
schedule. You can print this workbook or complete it from your device.
SHADOWING
While shadowing, see if you can place where the customer is in his or her journey. How do you know?
Where is your colleague in the sales process?
Welcome
Welcoming the customer properly is critical. It sets the right tone and
takes just a few minutes.
Interview
The interview allows the customer to talk about wants and needs. Listen
more than you talk. This step may take 10–15 minutes.
Presentation
consultation
The presentation is your opportunity to provide value. Watch the
customer’s body language.
Demo drive
The demo drive allows the customer to experience the vehicle and
imagine himself or herself as the owner.
Purchase
consultation
During the purchase consultation, speak to the value of the deal.
Delivery
To be certain you don’t miss anything critical, know how much time the
customer has for delivery, and respect it.
Follow-up
Follow-up maintains the customer relationship for years after the initial
purchase.
DESCRIBE THE
SALES PROCESS
WORKBOOK
© 2018 General Motors Company All rights reserved
2
OBSERVATIONS
While shadowing, write down three things to keep in mind during each step of the sales process.
Note three things you observe about WELCOME.
1.
2.
3.
Note three things you observe about INTERVIEW.
1.
2.
3.
Note three things you observe about PRESENTATION CONSULTATION.
1.
2.
3.
© 2018 General Motors Company All rights reserved
3
OBSERVATIONS, CONTINUED
Note three things you observe about DEMO DRIVE.
1.
2.
3.
Note three things you observe about PURCHASE CONSULTATION.
1.
2.
3.
Note three things you observe about DELIVERY.
1.
2.
3.
© 2018 General Motors Company All rights reserved
4
OBSERVATIONS, CONTINUED
Note three things you observe about FOLLOW-UP.
1.
2.
3.
Take Action: Briefly describe your dealership’s sales process as you would
describe it to a customer.
Other notes
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SALES PROCESS WORKBOOK

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Completed 30 July 2021

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