How to Improve Your Negotiation Skills and Get Positive Online Reviews
To get more positive online reviews for your dealership, you need to know how to negotiate with customers and nudge them towards leaving reviews.
1. Know Your Customers
Always
wait for the right moment to ask for a review. Mostly this happens
in-dealership when the customer is waiting for paperwork after finalizing the
deal.
2. Listen to Them
Always
listen to customers. Probe them about their dealer experience, answer
questions, and tie up all loose ends before requesting a review.
This
way, none of the concerns that they discussed with you are likely to end up in
the review.
3. Build a Good Rapport
Build
a good rapport with customers. This is one of the essential qualities of a good
negotiator. Put yourselves in the customers’ shoes and think how you can help
them best without hurting your margins. This is likely to result not only in
good deals, but glowing reviews too.
4. Negotiation doesn’t mean Compromises
When
you go for any negotiation, you need to be clear that it is not about compromises
but finding common ground. You shouldn’t be at a loss for the customers’ gain. Instead
go deeper into the value proposition and find the sweet spot where both parties
have something to gain.
5. Don’t Get Personal
Negotiation
is about deep engagement without getting personal about it. When you are
discussing a concern, it should solve a problem and not create new ones.
6. Have Multiple Offers
There
is a foursquare to every negotiation. Don’t limit yourself to just one solution
for your customer’s concerns, you need to be prepared to offer multiple choices.
To
pull it off, you need to understand not only their position and what they
expect but your constraints and what you can offer them to make it a win-win.
7. Make Your Customer Feel like
a Winner
It
is important that your customer feels like a winner when the deal is concluded.
Never make them feel tricked. Loss of
trust in your dealership can cost you much more than a negative review.