MakeNO attempt to "sell" me anything.
Answer my questions HONESTLY.
You might want to remember my name. (This could result in a third party sale two years from now)

 

Here's my pet peeve with a salesman (of any variety); when they agree with EVERYTHING you say. Particularly when shopping for something like a bike, I want someone with knowledge (and a solid fact based opinion) on each bike I'm considering. Most people appreciate candor more than greasy used car saleman BS. (At least I do...) Another suggestion, and one I read somewhere here on the HDF, which I thought was a GREAT idea, was don't make a sale, and forget the customer the minute the cheque clears. About a month after you finalize a sale, take the time to WRITE the buyer a quick "Thank You" note, as they've done you (and your dealership) a favour by buying from you. With all the choices of bikes out there today, the "we're doing YOU the favour by selling you a H-D" attitude has to become a thing of the past. The customer can exist without the dealership, but the dealership cannot exist without the customer. I know personally having a salesman (or lady) taking the time to personally thank me for my business a few weeks down the road would go a LONG way toward them getting repeat business down the road. I wish you the best of luck in your new gig.

EDIT TO ORIGINAL POST: I've read over a few of the comments, particularly by the ladies, and it reminded me of another thing that could help you make some sales. I've read that women are the fastest growing segment of the motorcycling population. Many times in the past, when we were looking for a bike for my wife, the saleman (always a salesMAN) would focus on me, talk to me, even respond to my wife's questions TO ME! I got into the habit of walking around the showroom, helping her choose a bike of her liking, and then wandering off to "look at something" so the salesman would focus on her. I have found this has improved with time, but if a couple is there, and they say they're shopping for the little woman, then talk to HER. Nothing ticks my wife off more than being ignored, when SHE'S the potential buyer! (And not to sound like a broken record, as this has been said before, but park the BS...ovaries don't make you stupid!)

 

Losta good info for up n' coming salesperson.

I just might add to ask some basic questions of the customer, i.e. what type of riding do you do? Long trips, short hops with occassional long trip, like the fast lane, 2 up? etc. and then shut up.... let them answer your question and just listen.

You can then offer suggestion to which model might best fit their riding style. Note the operative word is suggestion, don't tell them which bike is best for them. Your suggestion might be out of their price range and they might end buying nothing because that new Sporty or used Dyna might be or they already have a model in mind.

Personally, I hate to have to ask "whats' ya askin' for this one" and get a reply of "what are you offering"... when I get that reply usually I say $1.... I make them give their asking price and then I have ammo to negotiatie to MSRP, or if they won't go less on MSRP I start askn' for goodies, like someone up above already mentioned. Nothing is etched in stone... and if it is I'll go someplace else... oh yeah, if you're standing aroung bs-ing with a co-worker and someone comes in... take care of them, but don't push. I HATE when salesperson is obviously bs-ing and sees me come in and say "I'll be with you in a moment" and goes back to bs-ing.... or addresses me with the standard "can I help you"?... much better to try a little ice-breaking before asking that "required" question...something like "what a great day to check out our inventory..how ya' doing".... my 2 centavos...

 

Learn to spell....

Seriously, you've gotten some EXCELLENT advice but as someone mentioned, LEARN THE PRODUCT. Nothing makes me feel like I'm being sold something just to sell like a salesman that is trying to bullshit me. If ya don't know, you don't know... there's no shame.

My salewoman that sold me my bike was really nice, she was helpful and followed all the rules but when I had questions for her about the bike, she had no clue. Doesn't leave ya with that warm fuzzy feeling.

Learn your product so you can really sell your product. Knowing saddlebags are available for a Vrod might make the difference between someone not buying a bike because it has no luggage room.

Good luck.


VERY GOOD ADVICE... When I have a customer come into my shop for an estimate because they wrecked their car, I don't care if they are black, white, green, male or female... THEY are my customer.

I've actually had a female customer come up to me after the service and ask me if I knew why my shop ended up doing the work instead of another.

She said because after I wrote up the estimate, I took the time to explain to her what was going on and then shook her hand good-bye when she left.


She told me that the previous shop just handed her the estimate and said something about when you go home and talk to your husband, let us know....

OUCH...

just remember that each customer is YOUR customer... they are doing you a favor and spending their money with YOU. They can go anywhere to buy a bike, you can't sell everywhere....

 

I have been in big ticket sales for over 20 years, and here is what I tell my sales group on a weekly basis:

1. Ego will never make your house payment, check at the door at home and leave it there.
2. Learn how to listen to your customer, not just hear him or her making noise, learn how to listen
3. Belive in your product
4. Help enough other people get what they want, and you will get what you want.
5. DO NOT get into to that US vs. the consumer, we are way cooler and way smarter than the average guy on the street crap, that somany salespeople get caught up in.
6. Treat your customer like you would want to be treated.

Just my .02

 

As someone who has spent alot of time in the sales, marketing and advertising sectors ...I have to say that I am impressed on the answers that were given here. Not much more to add just one thing to remember..... its statistically 4 times easier to keep an existing customer than to get a new one........Don't forget those that have purchased from you already or their friends....Keep it all positive.

 

All these posts have merit-but let me tell you about my experemces buying a new 07 last year here in Tulsa. Both dealerships told me that the salesmen don't get a vin # until the bike is loaded on the truck. PLEASE- do they name their kid when it's a year old too? It wasn't hard to see that the one I finally made the deal with-the bike was sold out from under me-Maybe they shouldn't have pinned the delivery picture of a guy with the same bike I had a deposit on -my same date of delivery for allto see while telling me the Kansas city plant was set back a month-1st month of new model street bob-the delivery date changed weekly. Finally I got another salesman to print out the shiping order form for me-same bike I had 5 hundred deposit on,but the shiping form had a customer name -which was blank-It read shipped to meyers duren on open account. When I asked them to write my name by customer name it torked them and they told me they didn't have to sell a bike to anyone if they didn't want to(while laughing) I reminded them about the 5 bills of mine they had and starting getting serious. I do believe they use more white-out than inc on the order list. All along they acted as if they were doing me a favor selling me a HD. I dropped in about once a week for 2 months-just being friendly-inquiring if shipping date had changed again. I only go there occasionly for parts, but when they see me I getshitt- looks from them-no love lost here-what I can't do working on the bike goes to independant HD techs-don't even get me started about the service dept.! I wouldn't let them touch my bicycle let alone my fxdb! My advice to new salesmen-If you're gonna lie-do it well!

 

I appreciate that sentiment, but sales starts the process. If I run across a crappy salesperson, service never stands a chance 'cause I ain't buying there.

 

i am a realtor here in louisiana.
be honest
believe in your product
be knowledgeable of your product
don't SELL anyone anything, most people already know what they want
if you don't know the answer to their question, say so, then, find the answer
most people are more informed about products these days and can smell bs a mile away
answer your phone, when you can't, return calls promptly
listen, really listen to the wants and needs of your customer
ask questions, then listen, really listen
always follow up after the sale, call, mail
know their name, use it
shake their hand
look them in the eye
make it your goal to make your customer feel like they are your ONLY customer
if the customer doesn't like you, they won't buy from you
sales is about referals and return business
treat everyone how you would want to be treated

 

Treat both existing and prospective customers with equal respect, courtesy, and consideration.

Be a man of your word.

Know the product line.

Return all communications (phone, fax, e-mail, etc) in a prompt and professional fashion.

Do what you say you are going to do when you say you are going to do it.

Be honest and forthright.

Understand that WITHOUT THE CUSTOMER, you have no job. And have your daily actions reflect this very sentiment.

Understand that YOU (the HD employee) are there to SERVE; not the other way around.

Understand that a customer 'just browsing' today could well lay down $20,000 cash on your table tomorrow. Give him/her a reason to send that money in your direction.

Earn your customer's business at every turn.

Acknowledge prior customers when they walk into the store LONG AFTER they have made their purchase. Don't just look for the next fish to hook. Most HD owners are multiple buyers. They'll remember who remembers (or doesn't) them.

Don't EVER subscribe to the 'That's not my department' line of bullsshit. If one of your customers whose bought a bike from you needs help in an area unrelated to sales; try your best to help if, when, and where you can.

Treat EVERYONE you come in contact with as though you were looking in a mirror. Reflect on how you like to be treated and what types of things you will and/or won't tolerate; Build your sales approach from that.

Keep internal matters internal at all times. Customers NEVER want to hear what type of inter-office bullsshit might be taking place there at the dealership or how much you don't like this or don't like that about either your job or management. Keep your own counsel in that regard.

LISTEN to what your customers are telling you. Pay attention to the words they use. The manner in which they speak. Their body language. Their tone of voice. Successful salesmen key off of these things and respond accordingly. For example; if a person is a 'visual type', you could literally spend all day 'talking' to him/her and it would not make one bit of difference. This type of person needs to 'SEE' something before him. Learn and know the difference between the two.

So long as you are employed, demonstrate RESPECT for both your employer, your co-workers, and your work environment AT ALL TIMES. An employee with a negative attitude and/or outlookcan be seen a mile away.

I applaud your efforts for wanting to solicit opinions here on the forum which could possibly benefit you in your newfound employment. I hope that you take some of the suggestions included in this thread to heart. Good luck to you.