Where do we go from here? This is the question that many business face in today’s new climate. With the pandemic of Covid 19 it has not only impacted people physically but it has had a big impact on businesses financially. Many businesses have shut down operations for good and for those businesses who have survived during the pandemic now face a set of new challenges as they learn how to navigate in this new economic terrain. What now? What’s next? What should you do? These are the questions that hover over the heads of many entrepreneurs. For those of you who believe in the saying, Quitting is not an option I just wanted to share a few tips that will help you get ahead in times like this. But before I give you tangible takeaways first I want to offer you hope. Hope that things can and will get better. If you’re business is still standing or you have chosen to start over and push to restart button on your here are a few things to consider that will help you on move toward the road to success.
Now more than ever sales must be approached with compassion. It must be approached in a way that compels the customer to want to confide in your business in a way where you are looked at as compassionate, caring, and a confidant where they want to do business with you. With the impact of Covid19 this must be shown even more. As the push towards online shopping and many retailers being forced to eliminate the personal shopping experience businesses must drive for an immediate need to serve customers in a way that makes the customer feel safe, secure, and view you as sincere.
This can be achieved by adding high touch customization services to all touch points for consumers while focusing on three major consumer shifts. These shifts are trust, safety, and consistency.
1. Safety- is top of mind for consumers currently consumers are basing their shopping decisions from the safety practices of stores. Creating a safe selling experience is more important than ever. Not only is it important to achieve safe selling practices with your products but most importantly consumers should see employees at the dealership practicing safe selling by wearing mask, gloves, shields while interacting with customers and colleagues including providing safe options to filling out paperwork. Providing options for consumers to use complimentary disposable mask, and gloves will assist in selling safety practices. Having the buyer top of mind is essential buyers buy under safe environments creating touchless options whenever possible can aid in consumers willing to buy.
2. Sincerity -The focused should be centered around building trust. A more consultative sales approach focusing on customer needs and less corporate more personal.
3. Security- Consistency is key. Customers want to see transparency by feeling (‘you’ve got my back,’ and ‘I know what I’m getting’). The customer feels secure because they know the process and know what to expect. With the unexpected COVID-19 customers want to feel the dealership at all touch points from customer service (greeter), service department, and sales are all consistent in the level of service given. This will play a major role in the final sales process.