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Customer Shopping Behaviour

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SME# 1 Customer Shopping Behaviour
Why do customers behave as they do when shopping?

Learning Objectives:
Participants understand why customers may seem uninterested or guarded when we first meet them.
Participants understand what we can assume when a customer contacts the dealership.
Participants learn the correct attitude and expectation when meeting a new customer.

Opening
Introduce the topic by suggesting to the group: “ever notice how when we first meet a new customer on the lot they can seem to be guarded, uninterested or even abrupt with us?”
Suggest that: “today we’re going to look at what causes that behaviour and what we need to be thinking about when we first meet the customer.”


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