Visitor Overload

A common challenge for many dealerships is the situation of too-many-customers at one time. Regardless of how many salespeople are working, there are periods when you don't see a customer for hours, then suddenly you have more customers than salespeople.

Many salespeople seem to address this with passive panic. They are uncomfortably aware of the 'excess' of customers, yet they keep their gaze fixed on their current customer, completely ignoring the new arrivals.

So how can we address this challenge? The main thing here is to remain calm and be organised. To be organised, have an established, practised system for addressing this situation. Address customers in their order of arrival at your dealership ( allowing for appointments, which must take initial priority ). Then ensure that every customer is acknowledged. Even if you are already with a customer, excuse yourself for a minute or two ( explaining why to your customer ), then welcome the new customers, explain the situation to them and advise them how long you'll be occupied. Offer them brochures and refreshments, then ask them to register their visit in your Visitors' Book.

Make sure that your Visitors' Book is set up with prompts for name, customer contact details and model/s of interest. Even if the customers decide to leave before you become free, you can follow them up and even offer them an appointment where you can give them your time exclusively so that they are not inconvenienced further.

For more ideas on this, please contact us at Auto via our Contact Page by clicking here.