As the saying goes, a good beginning is half the battle. How should you start communication with customers? If your employees reach out to customers by asking "Is there anything I can do for you?", there's a good chance your store will lose that business.
In fact, the clerk should ask the customer: "How did you come here today?" But few people will ask. The tyre distributors should prove to customers that they care about why they come to the store to do business with them, instead of not just getting tire business from them.
Then you can have a good relationship with these customers and establish long-term cooperative relationships with them! They will also consider going to your tire store before they consider going to another store.
Everything that happens in the tire sales process stems from an interaction between two people, and as a shop owner, you have to consider what happens to the owner's psychology throughout the process—fear, uncertainty, and doubt.
Fear of tire failure can drive customers to the tire company, but they can't be sure your shop is the best place to go, they'll also be suspicious of workers doing repairs, and you might think it's a friendly deal.
But never underestimate the various concerns that every customer who enters your store will have about your business. For example, whether the quality of your tires is good or not? Is your price reasonable? Will it cost me a lot of money? Will the waiting process be long?
In order to help customers dispel their concerns and provide what they really need, it is recommended that tyre distributors adopt a four-step sales method, which is: preparation before communication, communication, warm advice, and appropriate adjustment.
(1) Preparation before communication
In this step, the clerk needs to get to know each other with the customer. The tyre distributor can look through the records of the store and confirm that the customer has come by referring to the mentioned date or service work, which is also the first step to creating communication conditions and can also obtain the customer's real need.
Without this step, you have no chance to sell other accessory products and services, and, likely, customers will not know everything you sell. Only If they realize that you have these services, will they have the opportunity to do business with you.
This process generally only takes half a minute to one minute. When the customer comes to the store and says to change the tire, you also need to ask if the truck has any other questions, which can be more conducive to the promotion of the tyre distributor's product and service projects, and you will find that you have a lot of business opportunity.
(3) Warm suggestions
It is a "negotiation" to suggest that the store has a lot to do for him or her and to make them aware of that. Although, they may not want to spend more money to do it.
This process leads to the fourth step: making the right adjustments to finish the business. Wouldn't it be better than just asking customers to buy four tires? Tyre distributors can also spend more time in the communication process.
Usually, customers come to our tire shop for the first time, and they will have a skeptical attitude in their hearts. If a tyre distributor wants to win this transaction, the first step is to dispel the skepticism of the car owner as much as possible and establish a relationship of trust, so that your business will become more and more prosperous.