Change
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Pillar One (1) of the customer's decision. Why do I need to make a change. It's all about finding problems, and how bad the problems hurt. Nobody makes a change unless there's some pain. In order to successfully do our job of helping to guide the customer through a big decision, we need to understand the pain.
Reflection and Discussion:
Give an example of a problem that hurts a LOT.
Give an example of a question that hurts a LITTLE.
Do you think a customer's pain is subjective (depending on opinion) of objective (based on fact)?
Take the example of the problem that only hurts a little - can you invent additional details about that scenario that would turn the little problem into something that hurts a lot?
In general, do people show up at the car dealership for no reason?
Do you think most people are willing to share their problems and pain up front, or does it usually require a little bit to work up to that?
In general, do you feel like a lot of people enjoy complaining?
If someone were to spend a good amount of time going into great details about the problem with their current vehicle situation, would it make sense for that person to turn around at the end and say, "I'm just going to keep what I have?"
Reflection and Discussion:
Give an example of a problem that hurts a LOT.
Give an example of a question that hurts a LITTLE.
Do you think a customer's pain is subjective (depending on opinion) of objective (based on fact)?
Take the example of the problem that only hurts a little - can you invent additional details about that scenario that would turn the little problem into something that hurts a lot?
In general, do people show up at the car dealership for no reason?
Do you think most people are willing to share their problems and pain up front, or does it usually require a little bit to work up to that?
In general, do you feel like a lot of people enjoy complaining?
If someone were to spend a good amount of time going into great details about the problem with their current vehicle situation, would it make sense for that person to turn around at the end and say, "I'm just going to keep what I have?"