USED CARS & TRADES
What is the purpose of doing a Trade Walk with the customer?
To devalue the customer's trade (respectfully)
What is the main objective of most Phone Ups?
To set a firm appointment—not to sell the entire vehicle over the phone.
After presenting the pencil and asking which option works best, what should the salesperson do?
Be quiet and allow the customer to think and respond. (STFU)
What are the four steps of objection handling taught in class?
Understand, Justify, Bridge, Close.
What does FAB stand for?
Feature, Advantage, Benefit.
A customer says, “KBB says my vehicle is worth $25,000.” What should the salesperson understand before arguing about the number?
Which KBB value the customer is looking at and how their vehicle’s actual condition, mileage, history, market, and recon needs affect the appraisal.
Which is stronger: “Come by whenever you can” or “Would today at 3:15 or 5:30 work better?”
"Would today at 3:15 or 5:30 work better?” because it gives the customer two specific choices.
Using the class car-math guideline, approximately how much monthly payment does every $1,000 financed represent?
Approximately $20 per month.
After successfully handling an objection, what must the salesperson do next?
Close again and ask the customer for a decision or commitment.
What is the purpose of a Yes Question or tie-down after presenting a feature?
To involve the customer, confirm that the benefit matters to them, and gain a small commitment.
What is recon?
The inspection, maintenance, repairs, cleaning, and other work needed to prepare a pre-owned vehicle for sale.
True or False: A customer says, “I’m just calling to see if you still have the vehicle.” The salesperson should tell the customer if the vehicle is here or not without gathering information for the customer.
False
Using class car math, approximately what payment would you estimate for $35,000 financed?
Approximately $700 per month.
The customer says, “I want a lower payment.” How should the salesperson respond?
"I understand." Walk them through the pencil again direct them to the highest down payment and the lowest monthly payment and ask them if they'd like to put more money down.
What is the difference between telling and selling during a vehicle presentation?
Telling explains what the vehicle has; selling connects the feature to the customer’s needs, hot buttons, and real-life benefits.
A customer points out a scratch on a used vehicle. What should the salesperson avoid doing?
Apologizing excessively, diminishing the vehicle’s value, promising to repair it, or agreeing to anything without manager approval.
A customer asks, “Can you guarantee my payment will be under $500?” What should you do?
Acknowledge the goal, gather the necessary information, reassure the customer that we will do our very best, and move toward the next step.
Using the class guideline, approximately how much can extending a term from 60 months to 72 months reduce the payment?
Approximately $60 per month.
What is a third-base coach in a car deal?
An outside person influencing the customer's decision, such as a spouse, parent, friend, coworker, mechanic, or someone giving advice by phone or text.
A customer has told you that highway driving makes them nervous. How should that information affect your vehicle presentation?
Tailor the presentation toward relevant features and benefits that address the customer’s stated concern, explain them accurately with FAB, and use a Yes Question to confirm value. Shorter test drive route if need be.
Name four things you should learn or verify during a Trade Walk.
Any four: mileage, ownership history, vehicle use, service history, damage, payoff information, title status, recent repairs, or how long the customer has owned it.
Name five pieces of information or activity that should be properly documented in the CRM.
Any five: customer name, phone number, email, address when required, vehicle of interest, stock number, call notes, customer needs, appointment date, appointment time, follow-up action, or contact history.
A customer wants to reduce an estimated payment by approximately $100 per month. Using class car math, approximately how much would need to change in the amount financed?
Approximately $5,000.
A customer objects to the payment. You successfully handle the objection, but the customer still does not commit. What should happen next in the negotiation process?
Use the second objection-handling avenue, close again, and if the customer still does not commit, write down a specific offer and take it to the desk.
What should happen after a successful demo drive when the customer has expressed that they like the vehicle?
Trial close, confirm the vehicle is the right fit, transition back inside, and continue the Road to the Sale toward the write-up and pencil process.