Magazine Articles

Four Ways to Improve Your Meet and Greet Immediately!

Too often salespeople are being taught to have a “power greeting”. Salespeople have been traditionally taught to walk directly up to people, stick out their hand, aggressively give a firm handshake, exchange names and welcome them to your dealership. Sounds good, however let’s review potential pitfalls to traditional meet and greet approaches and how you may improve them.

People in out society have 3 general comfort zones: home, work, and vehicle. Most of us spend about 90+% of our time in these comfort zones. A dealership has never been considered a comfortable place to visit. When salespeople greet customers too strongly and then invade their personal space by pushing their hand out towards them, they intensify the uncomfortable feelings that usually occur. The old phrase, “You never get a second chance to make a good first impression” is true. Therefore, we have to break down any existing barriers and make clients feel as comfortable as soon as possible.

Tip #1 – Recognize Proxemics (The relationship of physical distance among people and the resulting patterns of interaction and behaviors.)

When a salesperson reaches out to shake a customers hand when they first arrive, we are encroaching on their personal zone of space (about arms length). We are also increasing the customer feelings of apprehension and anxiety. Therefore, as a defense mechanism, the customer protects themselves by replying, “I’m just looking and shopping right now. But, I will come get you if I need you”. To counteract this, try greeting the customer a little quicker with your words, eyes, phrases and body language. Stop your physical approach about 3 to 5 feet away (social zone).

Tip #2 – Use the Pre-Framing Approach to your greeting.

If you know that 95+% of customers usually reply, “I’m just looking and shopping”, use their usual response in your greeting. Example – “Hi folks, are you out beginning to look and shop around a little bit?” This meet and greet pre-frames the usual negative response in a positive fashion. It now makes it hard for them to say, “No, we are just looking and shopping”. Also, you have given the customer the impression it is okay to look and shop. This makes the customer feel at ease and less pressured.

Tip #3 – Wait to exchange names and handshakes if possible

Most of the time, when a salesperson exchanges names and handshakes, neither the salesperson or the customer remembers each others names two seconds later, let alone an hour later. Because of the high level of apprehension and the human tendency to size each other up, neither the salesperson nor customer is focusing on the names as we exchange them. Therefore, we can’t remember what we don’t retain. If you observe handshakes during most meet and greet situations, when the hands fall to the floor, so do the names. By waiting for the apprehension to recede and for a little rapport to occur while profiling and conversing, the chances of both the salesperson and the customer of now remembering each other’s name increases dramatically. Try using the following acronym – CAR – Concentrate, Attend To, Respond. Concentrate as you greet people, Attend to their name when you exchange them and Reply numerous times using their name. Remember, contrary to popular belief, most people don’t feel comfortable shaking your hand in the beginning of the meet and greet.

Tip #4 – Anchor yourself positively before approaching a customer.

Your success as a salesperson depends upon your ability to stay in a positive selling attitude and convey that to each customer. Many of the customers and situations we face are not positive in nature and don’t result in a sale. Therefore, how you reprogram your brain immediately after a negative or lost sale is crucial. Before you approach a customer, try having a predetermined positive mental anchor to see in your minds eye. In your mind, picture a customer who has bought a vehicle recently that was delights. See them waving to you as they drove off in their new vehicle. As funny as that sounds, your actions and results in life are tied to your thoughts.

We must create as many RPE’s – Recent Positive Experiences as possible. Positive mental pictures can help you put a little slide in glide and a little pep in your step as you greet the customer. Positive, strong emotions, enthusiasm and humor are the keys to having your message heard. Positive anchors can assist you in better communication with your customer through better voice tone, voice inflection and body language. Remember, most sales are won or lost in the first five minutes! Continually look to improve your meet and greet to improve your results. Happy Selling!