Greet The Customer

This is one of the most important steps in a successful sale. Welcome the customer with a smile. Be approachable. Stand up when speaking; this shows respect. Ask how they are today and how you can help them.

Assess The Situation

Once you have found out what they need, walk out with the customer to assess the vehicle. Even if the need is only a puncture or rotation, have a look to see if they need new tyres or if the tyre looks worth repairing. If it is new tyres they are after, assessing all the tyres lets you know if a wheel alignment is needed. (An alignment should always be promoted with 2 or 4 tyres regardless)

Find Out The Customer’s Needs

After assessment, find out more about the customer’s needs, what they are looking for in terms of quality, what kind of driving they do and average kms a week, and what is more important to them, e.g. price, safety, durability and treadwear. Here you want to get as much information from them as possible to build an idea of what options to put forward for them. Assessing their current tyres is a good way to compare what two options you plan to offer them.

*SALES TIP*: If the customer says the lowest price is most important to them, ask them why and look for an opportunity to upsell them to the Tier 2 product. Or, if the customer says safety is least important to them, get them to confirm they’re happy to not do everything they can to avoid a potential collision.

E.g. if they have OE Toyo tyres on there and are after the cheaper tyres like Hifly, you can explain that they won’t last if the tyres they have had and won’t perform as well. However, if they indicate they don’t do big kms and typically drive around town and intend to sell the car then this option would be appropriate.

Present Options

After building an idea of what tyres are best suited. Create 3 options (any more than this can create confusion for the customer in some circumstances). Generally, you want these options to be 1 of each tier, 1,2 & 3. Start with the Tier 1 option and work your way down. Explain the benefits of each option and why you have recommended these (if they want a cheap tyre and that’s it, probably just start at the bottom and skip the top tier. However, you can still try upselling the next Tier product by using the SALES TIP on the previous step).

By starting at the top Tier products, it gives you time to explain the benefits of a top Tier brand and work your way down to the next Tier if you have to. Starting at the bottom Tier and working up is almost impossible, they will most likely say yes and not give you the opportunity to upsell.

Finalize Sale

After finalizing the tyre sale (and the alignment hopefully), confirm the pricing with the customer and ensure the tyres are in stock.

Find/Meet Customer Expectations

This is a very important aspect of the process. We pride ourselves on 100% service and the only way to give 100% service is by finding out what the customers’ expectations are.  Ask what their timeframes are, are they willing to wait, are they in a hurry, what day suits them, and if so what time. White writing? In or out. If booking in, ensure the sale is entered in the Timely calendar so that jobs don’t clash when they come in. Remember, our #1 priority is delivering extraordinary service, so bookings should come first.

Payment

Once the job is done and they are paying, ask the customer if they are requiring an invoice. Once this is done, thank the customer and let them know that their purchase is really appreciated. Make them feel important as they walk out the door. Friendly farewell etc. Tyres aren’t cheap in general, customers spend large amounts of money here, showing appreciation makes them feel good and more likely to return in future. Inviting them to do a Google review is also a great way for them to still be thinking about the service they received even after they’ve left.