Overcoming Objections
This classic objection-handling method involves agreeing with the customer's point partially before reframing it with a new fact.
What is the denial or "feel, felt, found" method?
This part of the sales process identifies the customer's wants and needs.
What is a needs assessment?
Every customer interaction should be recorded here.
What is the CRM?
This four-letter abbreviation identifies a plug-in hybrid.
What is PHEV?
Before the customer drives away, this dealership tradition celebrates the completed sale.
What is ringing the bell?
The customer says, “I need to think about it.” Your first job is to identify the real _____.
What is the real objection?
To claim a split deal this must have been done at some point prior to sale.
What is a Trade Pending Video?
An internet lead already exists when the customer walks into the showroom. Creating another record creates this CRM problem.
What is a duplicate?
Hyundai's current three-row electric SUV rides on this dedicated EV platform.
What is E-GMP?
Every happy customer should be asked to leave one of these.
What is a Google review?
This should be established before negotiating price.
What is value?
This document records anything the dealership promises the customer after delivery.
What is a We-Owe/Due Bill?
Calls, texts and emails are recorded in the CRM as these.
What are activities?
This Hyundai feature allows certain equipped vehicles to supply AC power to external devices using energy from the high-voltage battery.
What is Vehicle-to-Load / V2L?
Sending a Photo of the customer with their new car then is sent to the customer with this SWEET item.
What are Brownies?
This must be completed with each customer before test drive.
What is a guest sheet or needs analysis?
This is required before an unsold customer leaves the dealership.
What is a manager TO?
This tells the next salesperson or manager what happened during the last customer interaction.
What are notes?
This feature can remotely move certain equipped Hyundais forward or backward while the driver is outside the vehicle.
What is Remote Smart Parking Assist?
This is the maximum number of days after delivery before the salesperson should personally follow up.
What is 3 days?
“If we can get the payment where you need it, is there anything else stopping you from taking the vehicle home?” is designed to do this to the objection.
What is isolate it?
The difference between what a vehicle is actually worth and the amount shown to the customer for it is commonly referred to as this.
What is over-allowance?
A customer says, “Call me Tuesday.” This should immediately be entered into the CRM.
What is a follow-up task?
This Hyundai driver-assistance feature can help center the vehicle in its lane while maintaining a set distance and speed on compatible highways.
What is Highway Driving Assist / HDA?
Every happy customer should be asked to provide these to create future sales opportunities.
What are referrals?