CLOSING TOOLS
What are the four steps of Newton Nissan's objection-handling process?
Understand, Justify, Bridge, Close.
What is the salesperson's job during negotiation?
Stay calm, build value, and guide the customer through the process.
The customer says, “That payment is too high.” What should you direct them to on the pencil?
What is the lowest payment option with the most money down.
What does STIP stand for?
Stipulation—additional documentation requested by the lender.
Before delivering a vehicle, what department should every customer be introduced to?
Service
After successfully handling an objection, what should you do next?
Ask for the sale again.
After presenting the pencil and asking which option works best, what should you do?
STFU!!!!!!!!!!!!!
The customer says, “I do not want to put any money down.” Which option should you direct them to, and what should you explain?
What is the highest payment option with the lowest amount down, and then explain what the payment would be with zero money down.
Name three pieces of information Finance needs to complete a deal.
Driver's license, insurance, proof of income, address, employment, residence time, VIN, mileage, payoff, titles, registration, money down
During delivery, what should you demonstrate inside the vehicle?
Bluetooth, infotainment, safety features, remote start (if equipped), and other important controls.
What is the purpose of a Trial Close?
To check for commitment before asking for the sale.
Generally speaking, how many times should you attempt to overcome an objection before writing an offer on first pencil?
Two.
The customer asks, “What is the interest rate?” How should the salesperson respond?
What is: ‘The rate depends on your credit. My job is to make sure the structure of the deal is correct so everything looks the way you want when you get into Finance.’
Why should customers send PDFs instead of screenshots when providing documents?
PDFs are clearer, easier to read, and accepted by lenders
Why is the delivery one of the most important parts of the sale?
It creates confidence, improves ownership experience, and helps earn referrals and positive surveys.
Name one buying signal that tells you the customer may be ready to purchase.
Asking about payments, insurance, delivery, warranty, or when they can take it home.
If the deal still doesn't make sense after negotiations, who should become involved?
A manager for a TO (Turnover).
The customer says, “That is all I’m getting for my trade?” What should you remind them of?
What is: remind the customer of what was discovered during the Trade Walk and explain that those factors were considered when the value was determined
Why shouldn't you promise Finance products or interest rates?
Because the bank determines approvals and rates while finance goes over the product options.
What should you ask every happy customer after delivery?
Ask for referrals.
True or False: An objection means the customer isn't buying today.
False. An objection is usually a request for more confidence or information.
Why is it important to avoid giving your best price on the lot?
Because the customer hasn't seen enough value yet and price becomes the only thing they're comparing.
The customer asks, “Can you lower the price?” What objection-handling sequence should you use?
What is: ask why, justify the price, bridge back to value, and close again?.
A customer asks, "What rate did I get?" before going into Finance. How should you respond?
Tell them Finance will review all of their approval details and available options with them, without making promises or quoting terms yourself.
What should every salesperson discuss before the customer leaves regarding the manufacturer survey?
Explain its importance and ask the customer to contact you first if there is anything less than a completely satisfied experience.