Jennifer Dudley, Greenville Powersports
How Communication Is Perceived:
55% Appearance And Body Language
38% Our Voice Tone And Inflection
7% The Words We Say
Jennifer, after reviewing your report card I noticed that you scored well on the First Impressions & Building Rapport course. Can you tell us a little about what you learned?
One thing that sticks out is that you never get a second chance to make a first impression. The average walk-in customer will determine who you are in their mind within 30 seconds.
Wow, only 30 seconds, that is pretty powerful. So, what can you do to ensure you make a good first impression?
Your body language is very important! If you are slouching, not smiling, or even if you have on sloppy clothes, it may appear to your customer that you don’t care about their business. Be enthusiastic and excited, especially when you first greet a customer.
What else did you learn about how to greet a customer properly?
I learned that most customers say, "Just looking," especially if you ask, "Can I help you?" So, it is best to simply welcome the customer into the dealership, and begin asking multiple choice questions.