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