Sales Training Manual:

Tesla Motors
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Pre-Approach
Before you first meet up with a customer, you need to make sure that you know to
speak clearly and make them see that youre eager to help them and answer their
questions !f the customer asks any questions, it is your responsi"ility and #o" to know the
product inside and out, with all the right answers Be sure that you are uniformed
appropriately and keep personal hygiene to the "est of your a"ility $ree yourself from
any distractions and conflicts not in%ol%ing your #o"
Ways to Keep a Customers Interest
The customers want to hear all of the positi%e answers to the questions, so
therefore please re-state them the features and "enefits of the product &eassure that
customer came to the right place to "ecome interested in your "rand and tell them why
our "rand is the "est compared to its competition 'i%e details a"out the product as to
why they would like that product if they purchased it
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Features and Benefits
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Special $eatures Benefits
*lectric-powered Sa%es time, money and helps the
en%ironment "ecome cleaner place for us
$alcon winged doors &educes the risk of accidental door +to-car
"umping
Touch screen dash"oards ,o more "uttons and twisting, all in one
dash"oard
- Seats .omforta"le for "ig families and e/cellent
for tra%eling
*asy Step-!n 0ccess 1owered, easier for children and elderly
$orward-sliding middle row seats 'i%es the tallest and "iggest people access
to fit comforta"le in the "ack
2 tailpipe emissions &educes greenhouse gases and to/ins in the
en%ironment
3ptional 42k5h 6 78k5h "attery 'i%es the option of a medium or long
lasting "attery for the owner
*quipped with we" connecti%ity *asier for directions and surfing the we"
without the distraction of a cell phone
0fforda"le Medium-low prices compared to
competition
The Customer Approach
9ou will need to know how to approach the customer with the right tactics
:nowing what to say "efore making a sale important "ecause it pro%es that you know all
of the information required to answer any questions the customer may ha%e, if they ha%e
any Be prepared to gi%e specific detail on your product to lock the customers interest
Service Approach
The first way to approach a customer directly is to ask them if they are in in need
of help 0lways look to ask the customer open-ended questions for customers to answer
with more detail and specific intentions of what theyre looking for and if they need any
help or not $or e/ample, try asking, ;<o you ha%e any questions=> in order to know and
make sure if you will need to "e answering any questions or follow up on helping the
customer Some of the times, the customer will answer with, ;no thanks #ust looking,>
and the "est way to respond is with ;okay well let me know if you need anything>
Greetin Approach
This method of approaching someone should "e used with e%ery customer at all
times 'reeting the customer with a positi%e and polite manner "uilds a good
relationship, and confidence within the customer The appropriate way to use the greeting
approach is through using sentences like, ;'ood morning> or ;'ood afternoon> 5hile
greeting them, you should always ha%e a smile and higher pitched %oice, assuring that
you are happy to see them in your store
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!erchandise Approach
This Method can only "e used if the customer is looking and holding and looks
interested into the item 5hile you are e/plaining in detail what the product does and
why it is a solution to their pro"lem, talk a"out its specific features and the "enefits that
come with them !t is important that the customer sees what good opportunity it would "e
if they purchased the item 0lways e/tend the interesting facts if the customer seems
interesting in "uying the item, for e/ample, state the popularity or special %alues of the
item and why it stands out in the community
"eterminin #eeds
There are ) fundamental factors that will help you determine what a customer needs 9ou
need to o"ser%e, listen and ask the customer questions to finally look at how you can help
them sol%e their pro"lem or reasons for wanting to "uy This step of the selling process
will make the pro"lem o"%ious and will "e taken o%er "y you as soon as the approach
was made
$%servin
3"ser%ing the customer is %ery crucial @ery closely measure the amount of time
a customer takes looking at one product !f the customer is closely looking into the item
and is e/ploring it thoroughly, it should gi%e you a clue if the customer is interested or
the le%el of interest he or she is showing
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&istenin
1istening is the most o"%ious way to determine what the customer is looking for
.arefully listen to what the customer needs to say and what they are looking for "ecause
they might "e looking for a product in specific Some customers come to you quick and
easy and look for a specific item already in mind, so therefore listening can "e an
important factor in the selling process
'uestionin
,ot e%ery customer knows what specific item theyre looking to "uy !n order to
help them, ask them important questions $or e/ample, if they are looking for a sofa "ed,
ask them if the person is tall or short, slim or "ig and around what age Auestions like
these will determine whether they will need a "ig or small sofa "ed !t will also answer
other important un-clear questions like if they are looking for the "est quality or a more
economic sofa "ed 3pen-ended questions are an e/cellent way of questioning a customer
to help their needs Some of these open-ended questions can "e:
5hat pro"lem is your item currently gi%ing you=
Bow long did you plan on using that item=
5hat do you dislike a"out your item=
5hat happened with your current item=
5hat are you looking to find in a new item=
5ould you care to e/plain your pro"lem to me=
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Presentin the Product
Showing the customer the product is the final step to gi%e the customer the
product he or she was finally looking for By this step of the process you should know
what you are going to say and show with what the customer has told you and "y the help
you ha%e "een offering them Showing them the right product should gi%e you the chance
to show them your e/perience with handling the item, locking the customers interest on
that particular item
Which Products to Sho(
0s soon as you ha%e enough information "ased on your o"ser%ance and listening,
show them the item most suita"le for their needs and interests 'i%e the customer the
opportunity to hold and e/plore the o"#ect himself or herself
Price )ane
The price range of the product should match their needs or wants $or e/ample, if
the customer is interested in "uying a %ehicle, "ut has low income, offer the %ehicle with
less premium packages and less e/penses Cresenting the most e/pensi%e product can
dri%e potential customers away toward your competition
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*o( !any Products to Sho(
Make your "est attempt to not confuse your customer "y showing too many items
The "est num"er of products to show to a customer is a"out three, showing more will
confuse andDor will make them forget the special features and "enefits of the item they
wanted to "uy if their decision was already made
What to say
<iction is key in informing and talking to the customer a"out the product 0lso,
using descripti%e ad#ecti%es while descri"ing the product This will make the customer
feel "etter a"out their choice "ecause they are listening to some"ody gi%e a well-
formatted description on their new product Esing 1aymans terms, the words the a%erage
customer understands, is a %ery effecti%e way of gi%ing a description a"out the item
"ecause the customer will ha%e the "est possi"le understanding of what you are
informing them
PRESENTATION
"isp+ayin and *and+in the Product, To catch the customers attention, you must find
the "est way to display the item 'i%e the product an effecti%e to stand out so that the
customer can "ecome as interested as possi"le 5hen handling the product, make sure
that the client is paying full attention The way the product functions should "e as clear as
possi"le to their eyes "ecause they will e%entually ha%e to handle it themsel%es
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"emonstratin the Product, Building customer confidence starts with demonstrating
the product 'oing to the e/treme when demonstrating the product is always an effecti%e
way to surprise a customer
-sin Sa+es Aids, Selling aids consists of showing the customer samples, magaFine and
newspaper articles a"out the products, photographs and more importantly, other
customers re%iews and opinions on the same product Be determined in gi%ing the "est
possi"le selling aids "ecause you "uild confidence and interest in the customer while
doing so
Invo+vin the Customer, The "est way to lock the customers interest and e/citement is
to get them in%ol%ed in using the product themsel%es Make the customer try the product
to feel comfort, take the car for a test dri%e, at the same time remind them of the
capa"ilities the product can do and how amaFing of an e/perience it will "e in the future
to own the products 1et the customer e/plore their product fully and thoroughly with the
appropriate timing and steadiness
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$vercomin $%.ections
3"#ections are concerns, hesitations, dou"ts, or any other reasons a customer has for not
"uying the product 0lthough an o"#ection sounds as if it was a negati%e term, take it as
an opportunity to inform the customer more a"out the product */cuses are reasons why
the product wasnt "eing "ought or why the customer doesnt want to see the salesperson
!n "oth occasions, look to happily attend the customer with a positi%e attitude "ecause an
o"#ection or e/cuse may catch the customers attention with another product, o"ligating
them to ask you for assistance
Objection Analysis Sheet: a <ocument that lists common o"#ections and possi"le
responses to them
The 3"#ections a customer will gi%e you falls in fi%e certain categories: ,eed, Croduct,
Source, Crice, and Time
#eed
This type of o"#ection happens when the customer gi%es you the e/cuse that they
are not in desperate need of a new product that they already own The customer may
follow up in answering that with ;! really want this new Tesla, "ut ! already ha%e an SE@
and home> This is the o"%ious statement showing that the customer wants something
rather than needing it
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Products
3"#ections are most commonly stated when talking a"out the product itself, for
e/ample, ;! dont like SE@ "ecause they are too tall> Croduct o"#ections are "ased on
the criticism a"out the products construction, ease of use, quality, color, siFe, or style
Source
0 source-"ased o"#ection comes from past negati%e e/periences The deal a
customer did some time ago was done with a lot less care and disappointed the them
"ecause of the trou"le they went through in the process of completing a sale
Price
3ne of the most common o"#ections today is a%oiding the e/pensi%e products
Crice matter "ecause it is the customers choice whether they want to spend "ig cash or
stay in their "udget Some customers may deny "uying a product at the moment, "ut will
tell you that they want to come "ack when there is a holiday sale, for a more economic
price on e%ery product
Time
Some types of sales can "e time consuming depending on how many detail the
product has Some o"#ections sometimes "ecome e/cuses The customer will most likely
say that they will want to "uy the item in the future
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Four Step Process: 1isten, 0cknowledge, &estate, and 0nswer
&isten
!t is important to listen, make eye contact and let the customer talk and answer
your questions !t is crucial to listen to e%erything the customer has to say
Ac/no(+ede
9ou show that you understand the customer and understand them "y
acknowledging their o"#ections .ustomers are always right, so therefore make them feel
their le%el of importance in the sale "y responding to their o"#ections or e/cuse "y saying,
;! can see your point,> or ;! ha%e felt the same e/perience, to "e honest>
)estate
!t is %ery helpful for yourself to restate what the customer had #ust said "ecause
you "uild more understanding 0 %ery logical tactic to use the method of restating is to
paraphrase Caraphrasing is using a shorter and different way to restate something
Ans(er
0nswering to an o"#ection should "e as important and should "e taken with much
care like e%ery other tactic of handling an o"#ection or e/cuse Ese the customers
o"#ections to get "etter feed"ack from the customer to sol%e his or her need
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Specialized Method o !andlin" Objects: Boomerang Method, Auestion Method,
Superior Method, <irect <enial Method, <emonstration Method, and Third Carty
Method
Boomeran !ethod
The Boomerang Method is simply "ringing the o"#ection "ack to the customer as
a selling point */ample:
Customer, ;electric-powered cars are risky, theres no way the "attery can last a trip to
1os 0ngeles>
Sa+esperson, ;*lectric-powered cars are a great choice "ecause the life of a "attery of a
Tesla can withstand hundreds of miles, %arying the amount of "attery you want to "uy on
the %ehicle>
0 salesperson shall always make the customer feel important, so therefore dont try to
sound as if you were smarter than your customer, "e nice and approach the su"#ect in a
easy manner
'uestion !ethod
Auestion method is the act of questioning the customer to learn more a"out
o"#ections Take a second to think "efore you speak, and then ask something that will
progress your questioning 0n e/ample would "e:
Customer, ;why do you need sliding middle row seats in an SE@=>
Sa+esperson, ;ha%e you e%er ran out of space in the "ack of the trunk "ut still ha%e that
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"ulgy luggage left o%er=>
This type of constructi%e gi%es a sudden thought to the customer answering their question
#ust "y asking to their question
Superior !ethod
This is a technique that permits the salesperson to acknowledge o"#ections as
%alid yet still offset them with other features and "enefits This step makes the customer
decide "etween all the features the product has and any additional reasons to why they
should "uy it !n other words, we take any negati%e comment the customer gi%es us a"out
the product and politely tell them why it is that it is the "est quality around $or e/ample:
Customer, ;The Tesla Model H only has a top speed of 112mDh>
Sa+esperson, ;5ell in Tesla, safety is first, so therefore we would lo%e it if people didnt
pass the speed limit "y much more than needed>
"irect "enia+ !ethod
5hen the customers o"#ection has wrong information, it is considered direct
denial This is where you, the sales person, pro%ide accurate and interesting proof to
answer the o"#ections 3ne way a customer would use it would "e:
Customer, ;5ill the computer in the car fail on us=>
Sa+esperson, ;3ur moderniFed, state of the art car computer will gi%e almost no errors or
pro"lems due to years of testing>
Third Party
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By in%ol%ing a neutral person or a past customer, you are using the third party
method 3ften times, the customer needs to hear something a"out the product from other
people, including strangers This will "uild confidence in their decision-making $or
e/ample:
Customer: ;Theres no way ! get that much money "ack from "uying an electric car>
Sa+esperson, ;0ctually, 3scar "ought our sports utility %ehicle two years ago Be can
tell us how that went for him>
C+osin the Sa+e
3"taining an agreement "etween a salesperson and a customer is the closing of a sale
This is when all of your steps, if successful, had helped your customer make a "uying
decision Cre-approach, approach, presenting the product, and handling the product all
come "efore closing the sale 0ll of these steps make the sale a successful selling tool
Which C+ose
This close encourages customers to finally make a decision if they are de"ating
"etween two items of the same style !f one seems to interest the customer more, make
that item shine and deli%er the closing sale
Standin-)oom-$n+y C+ose
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This specific type of close is used when the item "eing looked into is the only
product in the store This product will soon go short in supply and will most likely cost
more in the near future, so therefore please let the customer know the appropriate
information coming with the product
"irect C+ose
This close in%ol%es direct language and actions coming from the salesperson to
the sales person to the customer 3ne e/ample would "e: ;! assume you are ready to
make the order, may we discuss the details on the front desk=> follow up your direct
close selling tactic with a question regarding how they will "e paying their product that
time
Service C+ose
Some of the sales in the store include more tasks than other such as wrapping,
separating, filling signatures and re%iewing their insurance or warranty for the item !t is
your #o" to e/plain the stores returning policy andDor separate policies to keep the
customer well informed of what they are purchasing and the legal re%iew of their product
Suestion Se++in
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Suggestion selling is selling the additional, handy products that the customer would want
These side products will sa%e the customer money and time and will make the original
purchase more appreciated
Benefits
Salespeople, customers and companies are all positi%ely "enefited "y the method
of suggesti%e selling .ustomers recei%e a good deal and feel "enefited with carrying a
little more money in their pocket than going to the companys competition The company
"enefits from getting a share of the item owned "y them 1astly, the salesperson "enefits
greatly "ecause the customer that #ust walked will recommend such a great deal with
family mem"ers and friends, which will gi%e more commission to the employee which
will result in a "etter paycheck at the end of the week
)u+es
Ese suggestion selling after the customer has made a commitment to "uy "ut
"efore payment is made or the order written
Make your recommendation from the customers point of %iew and gi%e at least
one reason for your suggestion
Make the suggestion definite
Show the item you are suggesting
Make the suggestion positi%e
)e+ationship Bui+din0!ar/etin
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Ta/in Payment
5hile handling retail selling, "ag the merchandise carefully 'lass ware and other
delicate products may in%ol%e e/tra wrapping and perhaps "o/ing, it !s your #o" to show
the customer that their product is always in good hands and so will the product that will
"e sold in the future
"eparture
&eassure the customers "est decision "uying !f an item needs or come with e/tra
manuals andDor instructions to regarding how it is structured, "e sure to talk to them a"out
it and gi%e them a clear understanding of the e/tra ad#ustments needed to "e made
Fo++o( up
!ncludes the promises that you had made to the customer during the sales process
<ont forget to include additional sales or promotions and discounts that come with the
product
1va+uation
0lways re%iew you way of conducting a sale Be completely honest with yourself,
regardless of the mistakes you did during a sale !n self-e%aluation, include:
Strong Coints of your sales presentation
5rongs 6 rights
5hat you can impro%e on ne/t time=
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