Interview, Part 1 of 2
An indepth look at the characteristics of an efffective interview. Give your team the skills they need to ensure the are asking the effective questions during the interview they need to be.
Materials: Flip Chart, Open Mind.
Time Needed: 25-35 Minutes
Review (3 Minutes)
Ask the group about any successes they’ve had in the past week with their new introduction skills. Discuss with group.
Introduction - (8 Minutes)
• Introduce the topic by asking the group what effective interviewing skills consist of.
• Through discussion & agreement with the group, lead the discussion to what the characteristics of an effective interview are: Quality questions and quality listening, Your #1 Job is Selection.
• Lead the discussion to the best place for a quality interview and least disruptive for the customer, is in the salespersons office. Discuss why.
What Do We Need To Know To Do Our Job? – (10 Minutes)
Ask the group: “what do we need to find out from the customer to do our job”. List on the flip chart what the group agrees on. Make sure they get:
• Is the vehicle a want or need?
• Product wanted / Trade-In.
• Why is the client at THIS dealership.
• Time, what is the time frame for the purchase. Remember, The Time Is Right!
• Affordability - what is the client’s budget?
• Rapport. Build it through lifestyle questions: family, work, hobbies, interests, travel, etc.
Stress to the group that these answers are found through effective questions.
The Six Basic Interview Questions
On the flip chart list the following six most effective interview questions.
1. What prompted you to visit us today?
2. Are you familiar with that/our product line?
3. What features are important to you in your new vehicle?
4. Is this for business use or family use?
• What type of business are you in?
• How many people in your family?
• How many kilometers do you drive/year?
• Who will be the principal driver?
• Is there anyone else involved in the selection of your new vehicle?
5. What are you currently driving?
6. Is there a monthly budget you would like to stay within?
Break-out - (10 Minutes)
• In small groups ask them to role-play with each other the six interview questions.
• Call the groups back and get any feedback they may have on the questions.
Conclusion & Coaching Focus - (5 Minutes)
• Remind the group that through asking these questions and truly listening to the client’s response they will be able to have a better insight into what the customer is looking for and why they are looking for it.
• Ask the group to commit to trying the basic questions discussed in class for the following week.
• Ask everyone to note any changes in their performance to be discussed during the next meeting.
• Encourage the staff to come to you if they would like to do some more role-playing.
• Leave them with the following quote,
“It’s not the will to win, it’s the will to prepare”
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