Method eLearning by MikeJenny

VIEWS: 7 PAGES: 25

									             INTRODUCTION


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WELCOME TO
Hyundai Auto Canada’s 10 Steps to Sales Success –
New Hire Program                                       Performance Essentials Logo Placeholder


At Hyundai Auto Canada, we are committed to
enhancing the Customer’s purchase experience by
using an exceptional 10-Step selling process.
Within this process, the Customer feels as though
their needs and priorities have genuinely been
heard by the Sales Consultant, and a connection is
made between the Customer and the Hyundai
Brand.

This program will provide you with the essentials to
successfully guide your Customers throughout the
selling process. By applying these elements on a
consistent basis, you will improve Customer
satisfaction… and increase your sales.
PROGRAM LEARNING MAP
This is the first of three e-Learning modules in this on-line course that are designed to provide you with the
fundamental knowledge required to move into the classroom session of the program. Once both this on-
line course and the in-class session is completed, you will then be certified in the Hyundai Performance
Essentials 10 Steps to Sales Success Program.

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MOVING THROUGH THE COURSE
The navigation of the course has been designed to   As you move through the course, you will also be
support you as you move through the content:        provided with additional support resources. Click on
                                                    these icons when they are provided to learn more.
• NEXT – click to highlight icon on screen.
•PREVIOUS – click to highlight icon on screen.
•EXIT – click to highlight icon on screen.             •COACH – click to highlight icon on screen.
•HELP – click to highlight icon on screen.             •FACTS– click to highlight icon on screen.
                                                       •LEARNER GUIDE – click to highlight icon on
•GLOSSARY – click to highlight icon on screen.         screen.
             THE SUCCESSFUL TRANSACTION


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 The goal here is to better understand the elements of a successful business transaction including
 those they have control over and the ones they may not always be able to influence.
THE 3 Ps
When a Customer arrives at a dealership, there are three main elements that impact your success in that
potential transaction taking place. As a Sales Consultant, you need to understand your influence over
these elements to successfully drive the sale toward a positive outcome.

Click on each element below to learn more:

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INFLUENCING CUSTOMER SATISFACTION
Sales satisfaction has a major influence on your customer’s buying decisions. How satisfied do you think
customers are with Hyundai? On the chart below, click the position you think Hyundai ranks when it comes
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to Sales Satisfaction.




   Drag n Drop rankings for Hyundai versus competitors.
             10 STEPS TO SALES SUCCESS


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  High-level overview of the 10 Steps to Sales Success at Hyundai.
THE 10 STEPS
The 10 Steps to Sales Success at Hyundai is a fresh, “Customer-focused ” approach to automotive selling
that is designed to differentiate Hyundai from our competitors and propel us in the marketplace. Roll over
each step on the sales wheel to learn more.



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Recognize how thinking needs to shift in order to create an exceptional Customer experience and
differentiate Hyundai from the competition.
             EXCEPTIONAL EXPERIENCE


FLASH TEASER - THE EXCEPTIONAL CUSTOMER EXPERIENCE


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 Recognize how thinking needs to shift in order to create an exceptional customer experience.
OLD TO NEW MINDSETS
The key to successfully accepting the selling process in order to create an exceptional Customer
experience is focusing on how you follow the steps. This involves shifting your traditional way of thinking
about sales and Customer interactions.

For each way of thinking provided below, click and drag from the old mindset and drop it into the new
point of view.

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             SELF TALK


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 Recognize what Self-talk is and the need to manage Self-talk in order to keep an open mind.
YOUR CROWDED THOUGHTS


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SELF-TALK

Self-talk Image          In the previous scenario, Self-
Placeholder              talk is the 300 words and           Headshot Rep Scenario Placeholder
                         thoughts that run through our
                         mind, but are often not voiced.
                         Some Self-talk is voluntary, and
                         some is involuntary. We’re
                         often not aware it’s even
                         occurring because we’ve
                         become so familiar with it.
While some Self-talk is positive in nature, much of it
isn’t…particularly in the minds of our Customers. Sales
Consultants also experience Self-talk, therefore, our task
is to minimize our own Self-talk and focus on what our
Customer(s) is saying.
Listed below are situations a Sales Consultant may
experience Self-talk based on the encounter they have
with a Customer(s). Along with the examples, you will see
Self-talk from the Customer’s perspective, if applicable.
RECOGNIZING YOUR SELF-TALK
At this very moment, you are experiencing Self-talk.
To effectively manage your Self-talk, you need to      Recognizing Self-Talk Image Placeholder
begin by recognizing when and how it is happening.


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             EMPATHY


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 Learn how Empathy stops Self-talk and impacts close ratios and sales.
EMPATHY IN ACTION
                      Managing Self-talk begins
Empathy Image
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                      means putting yourself in the   Video Interface Placeholder
                      other person’s shoes,
                      understanding their
                      perspective, and seeing the
                      world from their perspective.




[Learner Guide icon] In each scenario below, the
Sales Consultant is having a conversation with a
Customer. Watch the scenario and determine
whether or not Empathy is present. What can the
Sales Consultant do to improve their demonstration
of Empathy.
EMPATHY IN ACTION – SCENARIO 1


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EMPATHY IN ACTION – SCENARIO 2


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EMPATHY IN ACTION – SCENARIO 3


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              INVESTING TIME WISELY


INVESTING TIME WISELY


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 Understand how investing time upfront in the selling process will streamline the steps later when closing a
 sale (negotiation).
WHERE DO YOU SPEND YOUR TIME?
As sales consultants, one of the most valuable
resources is time. You want to ensure the time you
invest with your customers will provide them and
Hyundai with a good payoff. The question here is –
what constitutes good use of customer interaction    Transaction Slider
time?                                                Placeholder


Using the sliders below, select the percentage of
time you would spend on each element of the
customer transaction.
TRADITIONAL VERSUS FUTURE
As you have seen, time investment tends to be        In our new selling approach, we will turn this model
loaded at the back end of the Customer transaction   on its head by investing our time wisely at the front
process versus the front end for most traditional    end in order to streamline the price negotiation at
Sales Consultants.                                   the back end.
SPENDING TIME WITH CUSTOMERS
“Spending too much time… or not enough time… in
certain parts of the process can have a negative
impact on the outcome of the transaction.

As you can see in the exercise, traditional processes
have focused too much time on the most
confrontational part of the process… negotiation
and gaining agreement on the price of a new
vehicle… while not enough time has traditionally
been spent in actually getting to know and
understand the needs of the Customer.

Please understand, you're not being asked to spend
any more or any less time with your Customers. You
just need to spend the time that you do have with
the Customer on the steps that are going to
progress the sale to a positive outcome.”
             SUMMARY


CONGRATULATIONS!


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 You have now completed The Selling Process e-Learning module.

 You are now…

 Your next step in the program is to …

 To access the quiz XXX

								
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