All the above is good advise.

Add in something called the "Need Satisfaction Selling Process"

REALLY LISTEN to what the customer wants, find the need behind the need (wants a smaller bike because of confidence issues{help them get signed up for MSF Course} etc.) Find out exactly what they want and why, then help them get it.
Product knowledge (your product and the competition's) is also important.

 

I can put it all into a few words......Don't sell me a Harley, help me buy one ! This simple attitude change will incorporate all the good points above of being honest, genuinely excited with me, helpful and caring. Treat me as if I am the most important person in your life right now...I am because your livelihood depends on if I buy or not. Give me the low numbers right off the bat, don't do the go to the manager , cut the price deal, just give me the low price right off the bat.

Questions for you?

Do you ride? if so what and how long? If you ride rice, I ain't buying from you.
What can you do to sweeten the deal with accessories or clothes?
How soon will my bike be ready?


Good luck

Bubba

 

ENTHUSIASM!

 

Twice in the last couple of years I've been in dealerships, in ready-to-buy mode. Here's some of the reasons I walked out:

1. BULLS#IT! I've had more than one salesdude try to BS me. I mean blatantly flat-out lied, not just trying to save face when he didn't know some spec number. One claimed his dealership sold at MSRP when the sticker was at least $3K over - then tried to tell me I "didn't understand what MSRP means". When I was V-Rod shopping, another tried to tell me the prices are set by the MoCo and they couldn't flex from it. Lying may work with the casual lookie-loos, but go ahead and assume your customer has done his research and tell the truth!

2. At least pretend you're interesting in making the sale, and know your competition. There are a lot of dealerships out there, and with eBay, CycleTrader, and so on, your customer isn't limited to what you're offering. You can't just offer a set deal, tell them to fck off if they don't like it, and expect them to give you your money. Obviously some pricing is beyond your control, but try to give them a reason to buy their bike from you. Offer store credit, a good trade price, deal on the extended warranty, a free damn t-shirt, something!

3. It's the rare customer who walks in with cash/loan check in his pocket. Most come in to a Harley dealership wanting to buy, but there's something stopping them. Find out what that is, and dismantle the obstacle. I wanted to trade for a VRSCR last year, but I hadn't ridden one. A local stealer had a used one on the floor, but refused to let me ride it, even just a turn around the parking lot. I went in ready to give them money, but walked out and rode away instead.

Just my $0.02. Best of luck with your new job!

 

From a Vice President of Sales:

1. Know thy product.
a. If you don't know, find out (don't BS cuz it will bite ya in the ***)>
2. Courtesy
a. Person walking in the door could have just won the lottery.
3. Never tell them what they need; help them decide.
4. Under promise and over deliver.
5. ALWAYS return phone calls in a timely manner.
6. Ask for their business in a polite way.
a. Let them know you are there to help them, but also make a living.
7. After the sale THANK them.
8. Remember their name (when they come back in).
9. ALWAYS follow up with the customer after the sale.
a. Following day.
b. After week one
c. After one month.
d. Every 6 months (they may be ready to upgrade).
10. Build a solid longlasting relationship.
11. Oh yah, under promise and over deliver.

Good luck. Sales is an awesome profession.

Peace,
Zen

 

I have to say all of these are great so far. I hate it when people bs me and don't know what they are talking about. I always come to a dealer knowing my stuff, so you should too. I have never bought a new vehicle in my life, but if I was I want someone who is not full of $%it. Never insult anything about the customer. Very Important. If they want to buy a sportster sell that to them. If they want to buy a buell blast, sell that to them. Know about what can be added, and all the spcs of the bikes(yes plural, with the s) as you can jam into your brain. I am the kind of guy who will ask how much it weighs, and what the wheelbase is before I ask the price. Remembering names is good too. Most importantly, go the extra mile to find things out if you don't know the answer. Does this rack fit that bike? Find out, don't just give lip service. How comfortable is this seat? Don't just say it is comfortable, let them know it depends on the rider and how they ride along with their actual dimensions. And when it comes to pricing, no BS whatsoever. If I find what I want, I will have the money by this point. If I smell any BS, off I go. There is a plethora of dealers, and I am willing to travel for a better deal or the color bike I want. Enough from me...

 

don't judge is a great one, i don't how many times people think my husband's trash, because he's heavily tattooed .... he's also had the same job for 25 years, we lease a new truck, have 3 new motorcycles, an 05rkc (paid for) 06883r, and he just bought me a 07 duece... we have solid jobs,and great credit.. also, was at the harley dealership yesterday, and a salesgirl rolled a mirror over by a couple sitting on a new bike so they could "see" how they looked on it, i thought it was cheesy but, hubby said she was smart...

p.s. from the female side, when i was looking at new bikes, i was told by 2 salespeople, the color bike i wanted wasn'ta"resellable" color... i've also been completly ignored, while looking at bikes... i'm riding the color bike i wanted, it was the last one available in michigan in stock...(blue suede and vivd black) just my 2 cents...

 

My salesman returned every phone call and made every phone call he promised me. He also helps find the best insurance rate for me. He didn't try to "sell" me a bike. He showed me them and let me make the decision. There was no pressure and when I was ready to buy he was ready to hand me the papers. He was more of a friend than a salesman. Thats what I want. I know I want to buy so you don;t hjave to "sell" it too me, just show me what you have and tell me the high points that I may not know about, after that just sit around and BS with me and I will buy from you.

 

Good advice so far. I'll add another one. Don't assume someone is trying to be something they're not. I've had someone once start to tell me all of the chrome accessories I'd want to start piling on before the ink was even dry on the sales form. Not for me. Had another come right out and say, "...and you'll want to get rid of those stock pu$$y pipes so it won't sound like a lawnmower." Uhm, not really. I got my E-Glide to cruise on and I don't mind the pipes. As far as being "pu$$y pipes" my freakin' upper arm is more than half the size of my waist and I can more than hold my own. As far as questions for you: How long have you been riding HARLEYS? Are you a local? I really appreciate my dealer I go to now. Not only know my name, but my wife's and son's names as well. ALAWYS greet me when I walk in even if they're with another customer. First name basis impresses not only me, but their potential customers they are with at the time.

 

I'll never forget the saleman who said "You would look cool on that bike". When I told him I already had 2 HD's and wasnt looking for one to be cool I could see hewas embarassed by his comment.No technical knowledge either.I guess because I was 26 y/o he could sell me a bike by telling me that. Needess to say iI didnt uy a m/c from him.He doesnt work at the dealership anymore.Hmmmmmmmm wonder why.