MYTHS
This is NOT the key to handling objections.
What is having the perfect rebuttal?
This value means listening fully to the dealer
What is patience?
The first step when a dealer raises an objection
What is listening?
This type of objection typically relates to pricing
What is a budget objection?
This first step involves understanding the dealer's perspective
What is active listening?
Most objections come from this, not anger
What are curiosity, confusion, or caution?
This approach involves asking diagnostic questions
What is curiosity?
This technique helps uncover root causes
What is the five whys technique?
An objection about product performance falls into this category
What is a performance objection?
These types of questions help uncover deeper concerns
What are open-ended questions?
This is the real warning sign in upsell pitches.
What is silence?
This means taking yourself out of the equation
What is humility?
A recommended phrase when needing more investigation time
What is "Let me take a closer look and come back to you"?
This objection type concerns timing of implementation
What is a timing objection?
This approach involves bringing in additional support
What is scheduling a follow-up with management?
Objections will still occur even with this
What is a perfect sales process?
This value means moving forward with confidence
What is boldness?
This approach shows leadership during tough conversations
What is owning the issue?
An objection related to recent changes in the dealership
What is a structural or personnel objection?
This technique demonstrates you're taking the objection seriously
What is acknowledging the dealer's frustration?
This doesn't mean the dealer is upset when raising concerns
What is an engaged customer?
These are the four key values
What are humility, patience, curiosity, and boldness?
The ultimate goal of objection handling
What is navigating concerns with grace and confidence?
The most complex type of objection requiring multiple conversations
What is a systemic or multi-layered objection?
The comprehensive approach to resolving complex objections
What is using all four values: humility, patience, curiosity, and boldness?