Creating Trust, Speed, and Joy at Your Dealership

Focus on and operate from the place that it’s Honda’s dream that all of our customers experience the Joy of Buying throughout their shopping and purchase process.

Focus on your Joy—“the Dealership Joy”—the Joy of Selling. When you meet this need, customers relax, the process becomes easier for both of you, and you lay the groundwork for building a relationship, making a sale, and creating a loyal advocate.

Disarm a customer prepared for battle by acknowledging the situation from their side up front. And no matter how much a customer has their defenses up, work to understand their needs so that you can set realistic expectations for how you can meet those needs throughout your dealership’s sales process. This will reduce their perception of sales pressure. If you cannot meet a specific expectation, explain why, and offer alternative solutions that demonstrate your commitment to meeting their needs.

Express your passion for Honda, our product, your dealership, and your job. Customers will notice and appreciate it. Share your passion and you will genuinely change the conversation from “what can I get from you?” to “what can I do for you?”

Asking questions, actively listening to the customer’s answers, setting expectations, and gaining permission to proceed all demonstrate respect. When customers feel acknowledged and respected, they will feel less pressure, opening an opportunity to build a genuine relationship and differentiate yourself from most other sales consultants.

Putting the Honda Core Values into Action in the DealershipYou’ve probably experienced customers who raise their defenses and “prepare for battle” when they enter the dealership. Here are examples of how to put the Honda Core Values into action to deliver the Honda Customer Experience Vision to these customers via The Honda Way.

How can you put Honda’s, your dealership’s, and/or personal values into action to deliver trust, speed, and joy?

Reflection:

What challenges to delivering joy do you experience?