Harley-Davidson
Sales Assessment Results by Donovan Valenzi
72
Professional Closer
10 questions
Maximum score: 100
Completed in
You've shown a commendable understanding of various sales techniques, particularly in addressing objections and showcasing active listening. Your ability to acknowledge customer concerns and engage them is a strong point that shines through in your responses. However, there’s a noticeable pattern where your closing techniques could use a bit more finesse. You tend to either assume the sale too quickly or lack a strong push towards commitment, which can leave potential buyers hanging.
To elevate your game further, I suggest delving into the nuances of the SNAP Selling technique to simplify your approach and make it invaluable to your prospects. Additionally, honing your skills in consultative selling will allow you to explore customer needs more deeply and tailor your solutions accordingly.
Here's your coaching moment: remember that every interaction is an opportunity to build trust and rapport. Don’t rush the sale; instead, focus on creating a conversation where your prospect feels heard and valued. That’s how you turn a good pitch into a great one.
Question Breakdown
1.
4
/ 10Question:
"I love the Harley brand, but I'm worried about how this will fit into my tight monthly budget."
Answer:
That makes sense. If I show you how easily this fits into your budget are we moving forward?
Feedback:
The response acknowledges the prospect's concern about budget, which is a good start. However, it lacks depth and exploration of the prospect's specific financial situation. A better approach would involve asking questions to understand their budget limitations more clearly and then aligning the Harley options that fit within that range. The closing technique used here is a bit abrupt and assumes the prospect is ready to move forward without fully addressing their hesitation. Overall, while there is a glimmer of effectiveness in addressing the concern, it needs more engagement and solution-focused dialogue to build rapport and trust.
Suggestions for improvement: Ask open-ended questions about their budget to explore their needs further, and present a tailored solution that highlights the value of owning a Harley within their financial constraints.
2.
8
/ 10Question:
"I've heard about some competitors offering similar models at lower prices; how can you justify the cost?"
Answer:
I understand other brands may have similar models that cost less but they don’t have me! Or the ease of access to dealerships across the country. A motorcycle is a mechanical object and things happen on the road. Odds are if you’re out in the road you’re a stones throw away from a Harley dealership. And with 120 plus years in the motorcycle world Harley gets it right. It’s not simply just a motorcycle it’s a lifestyle and a premium product.
Feedback:
The response effectively addresses the objection by emphasizing the value of the Harley-Davidson brand, its extensive dealership network, and its long history in the industry. It communicates a personal touch by saying 'they don’t have me,' which adds a human element to the sales pitch. However, it could benefit from a more structured approach to explore the prospect's specific needs and preferences further. Asking questions about what the prospect values in a motorcycle could enhance curiosity and discovery. The tone is appropriate for the Harley-Davidson community, which often values brand loyalty and lifestyle. Overall, the response could improve by integrating some elements of solution-focused selling and active listening.
Score: 8
3.
8
/ 10Question:
"I need to consider my current bike's resale value before making a decision."
Answer:
Of course! Trade value is important and I can promise I have never lost a deal based off of a trade value. What bike are you currently riding? How much are you hoping to get for trade? With the tools I have I can show you live data on what your make and model are selling for across the country. Can you see this new bike fitting all the needs you have of a motorcycle? If I were to give you absolute top market value for your trade are we moving forward?
Feedback:
This response effectively acknowledges the concern regarding the current bike's resale value, demonstrating active listening and understanding of the prospect's perspective. The salesperson asks relevant questions to gather more information, which aligns with a consultative selling approach. However, while the promise of never losing a deal due to trade value is a strong point, it might come off as slightly dismissive of the prospect's concern. The closing question about moving forward if top market value is offered is a good closing technique, but could be softened to maintain rapport. Overall, the response combines solution-focused and curiosity-driven elements, but could enhance collaboration by offering more personalized insights into the new bike's value.
Score: 8/10
4.
7
/ 10Question:
"I’ve had a bad experience with financing in the past; how can you assure me this time will be different?"
Answer:
That’s unfortunate that you had a bad experience with financing in the past. There are 2 things I know for sure, I wasn’t involved in your last deal and I make sure my customers have an outstanding experience not only with me and buying the bike but throughout the entire process and after also. I will be calling to check in with you and how you love your new motorcycle and invite you to all the events we are having this year. And the second thing is we have the best financing team in the state of Texas with a combined experience of over 30 years in the business. They make it really easy and will explain everything in detail to make sure you are absolutely comfortable and confident in your financing options.
Feedback:
The response effectively acknowledges the customer's previous bad experience, which is an important step in active listening. However, it could benefit from a more empathetic tone to further build rapport. While the assurance about the financing team is good, it misses an opportunity for deeper exploration of the customer's specific concerns regarding financing. Asking questions about their past experience could provide insights that would allow for a more tailored solution. The mention of follow-up calls and events is a nice touch and shows a commitment to relationship building. Overall, the response could be improved by incorporating some curiosity and discovery to better understand the customer's unique situation and concerns.
Score: 7
5.
7
/ 10Question:
"What if I end up not using the bike as much as I planned?"
Answer:
I understand life gets busy and sometimes our passions need to take a back seat. But that doesn’t mean you’re never going to ride your motorcycle right? Do you think you would benefit from getting in the wind on your bike after a long day at the office? Even if just for 5-10 minutes wind therapy is the best type of therapy there is. There’s a joke that I heard once it says “you never see a motorcycle parked in front of a therapists office” let me ask you what do you think would stop you from riding your bike as you’re planning to right now? Is it work? Or family?
Feedback:
The response effectively acknowledges the prospect's concern about not using the bike as much as planned, which demonstrates active listening and empathy. The use of humor with the therapist joke adds a light-hearted touch, suitable for the Harley-Davidson culture. However, while the tone is engaging, the response could be more solution-focused. It would benefit from exploring potential solutions or commitments that could help the prospect integrate biking into their life more seamlessly. For instance, suggesting specific riding groups or events could reinforce the idea of regular use. The closing question is good for eliciting further discussion but could be more direct in guiding the prospect towards a commitment or a next step. Overall, this response is solid but could use a bit more focus on solutions and value exploration.
6.
8
/ 10Question:
"A friend mentioned reliability issues with some models; how can I trust this won't happen with my purchase?"
Answer:
I get that. It’s a mechanical object and things can happen. The factory 2 year unlimited mile warranty that Harley offers is just for that purpose. Plus with vast dealer network Harley Davidson prides itself on being there for our riders in a time of need. What kind of motorcycle did your friend have and what year? There has been allot of improvements to the motor over the years so I’m curious what your friend had reliability issues with. If you ever have an issue with your bike just call me and me and my driver will come get your bike and diagnose the problem back at our platinum level maintenance and service department and get your bike back to you as fast as possible. With that being said who are you going to show off your new bike to first?
Feedback:
The response effectively acknowledges the concern about reliability while providing a solution through the warranty and service offerings. The salesperson communicates clearly and maintains a friendly tone, which is suitable for the Harley-Davidson community. Asking about the friend's motorcycle model is a good method for discovery, showing curiosity about the prospect's concerns. However, the closing technique could be strengthened beyond just asking who they will show the bike to; it could include a more direct prompt to move towards a decision, like discussing financing options or a test ride. Overall, the response is solid but could benefit from a bit more assertiveness in closing.
7.
8
/ 10Question:
"With the economy being unpredictable, I’m not sure this is the right time to make such a big investment."
Answer:
I understand that. How long have you been riding motorcycles? Is it something you do to relieve stress? Do you use your bike as a daily source of transportation or is strictly leisurely? Speaking from experience if I can fit something into my budget regardless of the economy and that “something” benefits my mental health I’m doing it 10 out of 10 times. I understand things can be uncertain during an election year but having a motorcycle to jump on get into the wind is the best way to relax after the daily grind. What’s your budget? I’d like to show you some models that fit the bill in not only your riding style but your budget also. My financing team has been at this for a long time and they haven’t got it wrong yet. Come with me and I’ll show you a few models
Feedback:
The response effectively acknowledges the prospect's concern about the economy and frames motorcycle riding as a potential solution for stress relief, which is beneficial in the Harley-Davidson context. The salesperson asks thoughtful questions to gather more information about the prospect's riding habits and preferences, demonstrating curiosity and active listening. However, while they mention the financing team, they could enhance their closing technique by creating a sense of urgency or emphasizing the value of investing in a motorcycle now rather than later. A more explicit connection between the bike's benefits and the prospect's financial considerations could strengthen the response. Overall, the tone is conversational and appropriate for the Harley-Davidson brand, but a bit more focus on the value exploration and urgency could improve it further.
8.
8
/ 10Question:
"I'm currently tied into a lease with another brand; how can you help me transition without incurring extra costs?"
Answer:
No worries! What brand are you riding right now? Other than the cost what’s one thing you would change about your current bike? I want to make sure we are on the perfect bike because the money part is the easiest part. I pride myself on taking the necessary time to make sure you are going to be on a bike that you will love to ride for the foreseeable future until you’re ready to trade in again! We give top market trade values everyday I am certain that together we can figure out the most cost effective way to get you riding a Harley Davidson. What kind of riding do you do? Let’s go take a look at my showroom and find the perfect bike. We will take it for a test ride to make sure it’s the right fit and then we will deal with the money side. Let’s have some fun first. Sound fair?
Feedback:
The response demonstrates a good understanding of the customer's concern and effectively engages them with thoughtful questions about their current bike and riding style. It acknowledges the lease issue but shifts the focus toward the excitement of finding the right bike, which is a strong tactic in the Harley-Davidson context. The approach is friendly and enthusiastic, aligning well with the brand's culture. However, while the response does touch on trade values and cost, it could have been more direct about how to address the potential costs associated with transitioning from the current lease. Additionally, suggesting a test ride is excellent for building excitement and rapport, but there could be more emphasis on the value of a Harley compared to their current bike. Overall, the response is engaging and customer-centric, but it could benefit from a slightly clearer connection to the financial aspect of the transition.
Score: 8
9.
8
/ 10Question:
"I want to make sure my partner will be comfortable riding this bike too; can you tell me about customization options?"
Answer:
That’s awesome! How long have you been together? Does your partner ride with you now or is it going to be something new that you are going to be doing together? I tell all my customers that my favorite thing about Harley Davidson is how customizable it is. It’s hands down the most customizable bike on the planet. My parts department has books thicker than a dictionary of after market parts and customizable options. We also have a ton of different seat options in stock and offer Demo seats. You can take a seat and put it on your bike and ride around with it for as long as you need to make sure it fits the comfort ability that you and your partner need. Is your partner on the way? Why don’t you call them and have them come up here and together the 3 of us can make sure the bike is set up exactly the way you need. What time are they going to be here?
Feedback:
The response effectively engages with the customer's concern about their partner's comfort by asking relevant questions about their relationship and riding experience. However, while it highlights customization options, it could benefit from a clearer structure and more concise presentation of the value of those options. The invitation to involve the partner in the decision-making process is a strong collaborative approach, but asking for their arrival time could come off as a bit pushy. Overall, the communication is enthusiastic and aligns well with the Harley-Davidson brand. A more focused summary of customization benefits and perhaps suggesting a specific time for the visit would enhance the effectiveness.
Score: 8
10.
6
/ 10Question:
"I’ve heard that there’s a long wait for delivery; what’s the timeline for getting the bike if I decide to buy it?"
Answer:
Oh really? Where did you hear that from? The timeline for delivery various slightly but there’s a couple options. You can ride your new bike off the lot after or I can get it on the delivery schedule and my driver will bring it to you on the day you say you need it. Or I can deliver it personally. Whatever you need to happen with delivery of your motorcycle I’m your guy and I will make sure I get you your new bike in a timely fashion. Where are you going to ride your new bike to first? Let’s get you with finance so we can finish up and I can start getting your bike ready for delivery!
Feedback:
The response does a decent job of addressing the objection regarding delivery timelines by offering solutions, which aligns with a solution-focused approach. However, the initial question, 'Oh really? Where did you hear that from?' could come off as defensive rather than engaging. It would be better to acknowledge the prospect's concern first before diving into options. The attempt to pivot to finance and delivery is good for moving the conversation forward, but it lacks a bit of curiosity and discovery. Asking about the prospect's riding plans is a nice touch to build rapport, but it could be framed better to lead into a closing technique. Overall, it shows potential but needs refinement in tone and structure for a more effective engagement.