Questions, Concerns and Objections
List three common questions customers commonly ask.
How much is it?
What do you think my trade is worth?
How much would we need to put down?
What is the monthly payment going to be like?
What kind of rates do you have?
What are the two types of objections and how are they different?
Reflex objections are just things we say out of habit; Sincere objections are things we really mean.
What are the three steps to bypassing objections? Give an example regarding price.
Acknowledge; Bridge; Control
Ex. This one is just under $25, by the way, were you looking for something basic or something with a few extra features?
Define the agree and close.
Agree with their objection and tell them why.
Use C.R.I.C. to handle the following objection:
"We just want to think it over and we'll get back to you." - They say it is because of price.
Clarify - Exactly what is it that you need to think over? (Price)
Rephrase - It sounds to me like you're on a budget, just like and everyone else I know, am I right?
Isolate- Other than price, is there any other reason you wouldn't want to take this car home today?
Close - Alright then, why don't you let me worry about those numbers. Can I get you coffee or something cold to drink while we get the paperwork together?
List three of the five decisions or concerns every customer has.
Do I really need these features?
Is this the right product for me?
Is this the right place to make my purchase?
Can I afford it - is the price okay?
When should I buy - now or should I wait?
Give three examples of reflex objections
We're just looking.
I've only got a few minutes.
We'll think it over.
Almost all price objections.
Build urgency using the following example:
Do you have a white Jeep Wagoneer?
If we're lucky; this is our most popular model and white is the most popular color. We can check but, if we do, it may already be sold.
What does Joe mean when he says an objections doesn't mean no?
Objections are stepping stones to a yes; no doesn't always mean no, usually it means "I'm not quite ready to buy, give me more information and ask again."
2-step - Confirm they like the car and ask why they're hesitating.
1-step - Ask "Why?"
Zero-step - just repeat back to them their objection
List three of the seven core objections to buying.
1) I want to think it over. 2) It's more than I can afford. 3)I can get it cheaper elsewhere. 4) I need to shop the competition/ look around. 5) I want to check with a friend/spouse/etc. 6)It's the wrong color, equipment or model. 7) Other conditions that sound like objections.
What turns a reflex objection into a sincere objection?
Described what the 10%-er close is used for and how to use it.
A closing used for the 10% of the most difficult customers.
Ex. Wow, you sound pretty serious; well get your checkbook out and we'll have you out of here in the next 20 minutes. (When he doesn't follow) I'm sorry, I'm getting a little ahead of myself here, I didn't even ask, is this for you or someone else?
Define a summary close and give an example.
Agree with there objection and then use yes questions to summarize why they should by.
Ex, I understand why you feel that way; this is a big decision. Really quick before you leave though, you really do like the car don't you? And you said it was your favorite color, wasn't it? And it has all of the features you wanted, doesn't it? It sounds to me like we have found the perfect car for you guys. Seriously now, let's put this shopping behind you so you can enjoy your new vehicle. Were we going to register this in one name or two?
Define the "Ben Franklin" close
Ask them you like to jot down a few notes to clarify what they like about the vehicle before they leave so you don't forget. Once they list everything they like about the car, you try to close - "seriously now guys, you really love this car. It has everything you want and need. In fact, I'm telling my manager to start the paperwork. Did you want this registered in one name or two?
List three common objections.
I don't have any money down.
I have bad credit.
I'm being laid off.
I don't have a job.
I owe more on my trade that it's worth.
Give an example of how you might deal with the following reflex objection:
"I've only got a few minutes; I'm just looking."
That's not a problem; I understand, but I'm not busy right now. We're thinking about looking for you or for someone else?
Describe what the pre-presentation close is used for and give an example.
For the 10% of difficult clients.
Ex. I'll make you a deal, I won't try to sell you anything if you let me get to know you and ask you some questions so I can tell you how I think our vehicle would be best for you and at the end of the presentation, you just be honest and tell me if you thing my vehicle is for you, is that fair?
Explain why closing depends on your first 45 minutes with the prospect.
If you do not build enough rapport, you will be unable to close the deal.
If you don't investigate enough, you will not be able to put them into the right car.
Give an example of the agree and close using the objection of price.
You're right; it is too much money. But this is the perfect car for you. Don't buy a car you don't want; let me get you something to drink while we take a look at the paperwork. Do you want some coffee or maybe something cold to drink?
Treat conditions like ___________ to close the sale.
Objections
What do you do if you can't overcome objections and close the sale?
Turn it OR Follow up QUICKLY
Give an example of using "seriously now", when Bob says he needs to "think it over and let you know"
Define the four steps of C.R.I.C.
Rephrase - Change the objection into a positive
Isolate - "Other than that, is there any reason"
Close - with an either/or question
What is the first name of the trainer in the video?
SEAN!