The Jaguar customer is typically a refined man or woman – for the most part, a university graduate with a dynamic presence, and status symbol visible. Moreover, the Jaguar driver can be classified on some levels to the “blue temperament” – which is an analytical, prudent, detail-oriented and precise personality. In serving a Jaguar customer, one must not sway into personal details on the onset. In addition, the sales consultants have been trained to not ask many open-ended questions but rather ask close-ended questions and listen attentively. I also suggest note-taking, because the majority of Jaguar drivers (most in Executive positions) do not like to repeat themselves. By taking notes, one demonstrates the prospective Jaguar owner that you are unconsciously like them by mirroring their behavior.
Following is an outline on how authorized Jaguar dealers respond to customers – from Sales to Service.
Initial Sales Consultation
– Greeted promptly by the receptionist
– The sales consultant must greet the potential Jaguar consumer with the appropriate handshake (particularly the dominant handshake)
– Ask close-ended questions to ensure need and quality prospect.
– Initiate test drive
– Review objectives & listen to this customer clearly while note-taking
– Warning- there is a fine line between explain the benefits to this customer versus being aggressive in your approach. Allow this customer time to review the advantages of owning a Jaguar.
– An overnight test drive is quite rare, however during the test drive, outline the benefits of the drive and the technology.
Sales Process
Allow the appropriate time for this customer to choose options, colors and technology combinations. At this point, once trust and careful attention has been established- then proceed with open-ended questions.
Delivery
– Short and succinct (keeping in mind that this customer is discerning and either a professional practitioner, executive or a successful entrepreneur who may have to return to the office for an important meeting.
– The customer should be shown the basic functionality of his or her new Jaguar
– The customer should be asked to reschedule a one hour detailed information session at his/her place and time of convenience.