Step 1 - The Meet & Greet

I know what you’re thinking. “Helmi – how can anyone mess up the meet and greet? They just need to go out there and be friendly, right?” Right. But somehow we still tend to mess it up over 90% of the time!

Here’s what can go wrong. Your customer drives up to your dealership and notices a group of salespeople huddled in a group staring at them. It’s very intimidating. As your customer gets out of their car, one salesperson puts out his cigarette and emerges from the group. How impressive is this first impression?

Next, the salesperson greets the customer and either doesn’t ask the customer for their name or worse, forgets it immediately. Too embarrassed to ask again, they just use “buddy” or “ma’am” for the rest of the conversation.

How do you do it right? Follow these rules and steps and you'll be on the right track every time.

Rule 1 – Do not allow huddles in your dealership. The only time salespeople should be in groups is to role play and train.

Rule 2 – Do not allow smoking, except during breaks and only in areas far, far away from any customers.

Rule 3 – Set a standard of professional dress and conduct. Require clothes to be pressed, shoes to be shined and grooming to be clean cut. Do not allow profanity or off color remarks.

Rule 4 – Require your salespeople to know each customer’s name when they “Touch Base With The Desk” in Step 3. Teach them how to ask for a customer’s name and repeat it back at least 5 times during the next 5 minutes.

Rule 5 – Require your managers to personally greet and shake hands with each and every customer within the first 3 minutes of their arrival. Why? Because you’ll set yourself apart from every other dealership who doesn’t do it, plus you’ll create massive credibility and set the stage for a controlled and professional sales process.

The 3 Step Meet and Greet

Step 1 – Smile and confidenty approach the customer.

“Hello, welcome to ABC Motors. My name is Helmi Felfel.”

Extend your hand for a firm handshake with all people present, including children. If they don’t supply their names naturally, simply ask, “and you are?”

Step 2 - Check to see if they have an appointment.

“Are you here to see anyone in particular?”

Step 3 - Continue with a warm and unexpected question.

“What good things are you folks up to today besides looking at cars?”


To learn more about the next 11 steps to the sale, just subscribe to this Blog.

Until then, make it a great day!

Helmi Felfel