16. SALES & NEGOTIATION SKILLS FOR BODYSHOP ESTIMATORS (1 day)
WHO FOR
Bodyshop Estimators who have the challenge of getting the best possible profit when negotiating with Insurance Engineers and Selling more profitably to customers.
AIMS OF THE PROGRAMME
• To Maximize The Conversion Of All Bodyshop OTDB (Opportunities To Do Business) In All Customer & Engineer/Assessor Situations.
• To Safeguard The Opportunities For Repeat Business For Our Bodyshops.
• To Maximize Your Sales And Profitability With Both Your Customers And Insurance Company Assessors.
• To Improve Your Earning Potential, Confidence And Self-Esteem.
• To Understand The Principles Of Selling And Negotiation Skills That Promote The Sale And Profitability Of Repairs And Other Incremental Products To Your Bodyshop Customers.
• To Establish A Benchmark Of Knowledge And Competence That You Can Measure Yourself Against.
• To Improve Insurance Company CSI Ratings Of Our Bodyshops.
• To Handle Distressed Customers Sensitively To Create A 'Win-Win' Situation.
THE MAIN THEMES THAT WILL BE COVERED ARE:-
• Background To Sales & Negotiation Skills
• What Is The Difference Between Selling And Service?
• How Would I Like Others To See Me
• The Seven Golden Rules Of Salesmanship
• What Will Determine Whether A Customer Will Buy From You
• What Do Customers Really Want?
• Features & Benefits Of Products And Your Service
• Communication & Control
• Attitudes & Beliefs
• Mechanics Of Communication
• Questioning Skills
• Active Listening Skills
• Closes To Commit The Customer And Your Engineer
• Handling Common Objections
• Negotiables To Play With To Clinch The Agreement Or Authorization
• Add-On & Sell-Up Opportunities
• Incremental Extra Repairs
• Servicing/Repairs
• Air Conditioning Servicing
• Forte Air Conditioning Treatment
• Valet Upgrades
• Descriptions Of Common Defaults & Problems
NEGOTIATION
• Selling And Negotiation - The Difference
• The Ideal Negotiator
• Key Points To Consider In Order To Negotiate
• Identifying The Key Skill Requirements Of The Successful Negotiator.
• The Difficulties And Barriers To Successful Negotiations And How To Overcome Them.
• What Is Negotiable?
• The 8 Main Stages Involved In Negotiation
• 12 Dirty Tricks Negotiators Use
• Negotiating Tips - For The "Price Challenge"
• Negotiation Behaviours To Adopt To Win
• What Do I Gain When I Apply Selling & Negotiation Skills?
• Handling Customer Complaints