Overcoming Objections on the Phone: Is That Your Best Price?
TRANSCRIPT: Certainly, not every objection that we hear over the phone is going to come in the form of “No”, “I don’t want”, “I can’t”. Sometimes objections come disguised as questions. In fact, we should look at every question as a form of an objection, because, any time we overcome an objection we want to make sure that we frame the next steps, right? And our next steps on the phone are to set an appointment that shows.
Let’s talk about a common question we get on the phone these days and that is, “Is that your best price?”
The customer calls or we finally get ahold of him by calling him back, and he asks, “Is that your best price?” How do you answer that? You answer that by making sure you keep the next step in mind. You keep the goal of getting an appointment that shows in mind.
Here’s how I answer that question, or that objection, “Is that your best price?”
“No, that’s not our best price. We reserve our best price for customers who have selected and test driven a vehicle. It does neither of us any good to work up a price if it’s not the perfect fit for you. Now, your presence in our dealership is your leverage, and if you’ll schedule and keep an appointment with me, I guarantee that once you’ve selected and test driven a vehicle, I will get you the very best price on that vehicle. Now, I have two test drives open on Camrys this afternoon. I have a 5:15 and a 5:45. Which one works better for you?”