Digital Dealer - August 2019 - 44

Road Trip to DD27 | AUG 19-21, 2019 | Las Vegas

S A L E S & VARIA B L E OPS: Cu sto m e r Exp e r ie nce Continued from pg. 42

THE BEST COMMUNICATORS UNDERSTAND THAT
INFLUENCE ONLY BEGINS WHEN YOU ALIGN WITH THE
PERSON THAT YOU ARE COMMUNICATING WITH."
tion, your customers have to
personally own the reasons
to move forward. Their
words matter more, because
when they say it, they own it!
WHY NOW?

The 4th Law of Influential
Conversations is: Interaction
fuels action. Customers will
not take action until they
want to take action! Urgency
is not found in your customers watching or listening
to someone or something,
urgency is created by your
customers interacting and
experiencing something
meaningful and exciting. Is
your process fast, fun, and
interactive?
ASK REALLY GOOD
QUESTIONS

Sales often derive from
the right opportunities. The
right opportunities come
from making the right
connections, the right connections come from having
the right conversations,
and the right conversations
come from asking the right
questions. Make no mistake,
asking good questions make
all the difference!
Whether you are selling
an appointment, service, a
vehicle, or F&I products, it's
not what you know about
your product or offering that
matters most, it's what you
know about your customer.
Too many professionals
struggle to get through to
their customers, and get
them to want to buy. The
best communicators use
power questions to learn,
44

AUGUST 2019

lead, and leverage what
already drives their customers to motivate them to take
action, now.
There are four types of
power questions. Relating questions, resonating
questions, differentiating
questions, and activating
questions.
1: Relating questions help
you position yourself and
your offering to align with
your customer, what they
want, and what best serves
them.

personal power question!

PERSONALIZE YOUR
COMMUNICATION

The biggest communication mistake made in
business is treating every
customer the same. Your
customers receive your
communication through their
own lenses. Their perception
is conditioned greatly by the
angle of your approach and
the position of your delivery.
In other words, the right
message delivered in the
wrong way will not yield the

...THE RIGHT
CONNECTIONS COME
FROM HAVING THE RIGHT
CONVERSATIONS, AND THE
RIGHT CONVERSATIONS
COME FROM ASKING THE
RIGHT QUESTIONS."
2: Resonating questions
help you tailor your approach and your language
so that your value message
is fully received, and your
customer 'gets it.'
3: Differentiating questions help you stand out
among the crowd and effectively gain priority over price
and the competition.
4: Activating questions
help you instill certainty and
clearly communicate in a
way that compels your customers to take action NOW.
There is no better tool
in all communication than
a proper, purposeful, and

D I G I TA L D E A L E R . C O M

right result!
The best communicators
understand that influence
only begins when you align
with the person that you
are communicating with.
Your customers all tend to
prefer and gravitate towards
people who are similar to
them, or how they'd like to
be. Customers also tend
to resist and dislike people
who are not like them or are
not how they'd like to be.
Before you can take your
customers to where you
would like them to go, you
first have to meet them
where they are! This means

aligning your style, your
words, your voice, and your
body language. Don't pretend
to be someone you're not.
Instead, you have to be yourself while communicating in
someone else's "language."
Personalizing your communication, not only greatly
improves your communicative abilities, but it is also the
only way to truly acknowledge, respect, and enjoy the
differences in people.
Today, it takes more than
great prices and products
to win! It is the personal
influence you earn and the
experience you provide that
determines your success.
Communicating effectively
with your customers creates
better experiences, where
they are more likely to buy
from you, and refer business
to you.
Learn more by attending
Mike Hirschfield's session, "Create Compelling
Conversations," at Digital
Dealer 27 (August 19-21,
2019, Las Vegas, NV)
MIKE HIRSCHFIELD is on a
mission to empower, equip, and
exalt sales and ﬁnance teams
everywhere! Mike has served in
both franchise and independent
dealer groups, leading teams as
large as 80+ to reach new heights
of achievement. He teaches how to
build personal inﬂuence, become
trusted advisors and leverage personal solutions that are aligned with
a customers' most powerful buying
motives. Mike empowers teams
by developing their ability to build
connections and lead customers to
take action and buy now! EMAIL:
Mike@FoundationToWin.com
http://www.DIGITALDEALER.COM
Digital Dealer - August 2019

Table of Contents for the Digital Edition of Digital Dealer - August 2019
