...in your mouth when you sell? Chances are you’ve learned how to ask good questions, without having been taught the meaning and intent of the answers. When fact-finding, remember not to "qualify." "Everyone is qualified.

"BASICS FOR FACT-FINDING:

1. Ask open-ended questions that draw out wants and needs. The key to asking open-ended questions lies with the first word out of your mouth: "Who, What, Why, When, Where and How."

2. Listen to and repeat each want and need, and write them down. Say, “let me make a note of that.”

3. Identify dominant wants and needs from the customer. Get the customer’s agreement.

4. Assure the customer that you want to help them select the right vehicle at figures they can say "yes" to.

5. Use appropriate "eye-to-eye" contact.

6. Ask permission to take notes. Your pen is your friend—(let me make a note of that!).

7. You must listen 80% of the time—and talk only 20%.

8. Put the customer at ease with "release statements."

9. Ask the customer to clarify, and verbalize their wants and needs.

10. Put the customer in a position of selling himself or herself.

Listen yourself to a sale. Never begin selling, telling or demonstrating until the customer has clearly defined their needs, wants and desires!