phone skills

How To Set & Sell Owner Marketing Appointments – PART 1






  How To Set and Sell Owner Marketing Appointments – PART 1 TRANSCRIPT: Today’s lesson: “How to set and how to sell owner marketing appointments”. Now, whether or not you use an equity mining tool, you can set and sell owner marketing appointments in your dealership. Why do we want appointments? Why do we need(…)






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Receptionist Training: How To Handle An Angry Customer






  Receptionist Training: How To Handle An Angry Customer TRANSCRIPT: This is Steve Stauning with another ‘Steve Stauning Short & Sweet’ video training lesson. Today’s lesson: Eight short & sweet lessons on how to handle an angry customer. Now, this video describes the short and sweet methods that you can use to handle any angry customer(…)






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Overcoming Objections on the Phone: I’m Interested in Leasing






  Overcoming Objections on the Phone: I’m Interested in Leasing TRANSCRIPT: Often times when we’re talking about new vehicles on the phone with customers, we’ll get questions that aren’t objections. In fact, they are actually buying signals, right? One of the questions we might get is, “Listen, I’m interested in leasing. Can you give me some(…)






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Overcoming Objections on the Phone: I Want That In Writing!






  Overcoming Objections on the Phone: I Want That In Writing TRANSCRIPT: There are a lot of dealerships out there that just won’t give their very best price in writing. They are willing to give a price on the phone but they’re not willing to put it in writing. And that okay. If you work for(…)






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Overcoming Objections on the Phone: I Want My Out-The-Door Number!






  Overcoming Objections on the Phone: I Want My Out-The-Door Number! TRANSCRIPT: Let’s talk about overcoming one of the most common objections you will get over the phone and that is: “I’m not coming in until you give me my out-the-door number”, right? People say they’re not coming in until they know their payments, interest rates,(…)






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Overcoming Objections on the Phone: I Can Be There on Saturday






  Overcoming Objections on the Phone: I Can Be There on Saturday TRANSCRIPT: There’s another question that we can get over the phone that feels like a buying signal and, in fact, it is, but if we answer the question the wrong way, it really becomes an objection, because our customer goes and buys somewhere else.(…)






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Overcoming Objections on the Phone: What Am I Supposed to Drive Home?






  Overcoming Objections on the Phone: What Am I Supposed to Drive Home TRANSCRIPT: When we make owner marketing calls, we often get objections or questions that are really buying signals and we need to be careful not to fall into the trap of answering these questions thinking that answering it will give the customer everything(…)






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Overcoming Objections on the Phone: What’s My Trade-In Worth?






  Overcoming Objections on the Phone: What’s My Trade-In Worth? TRANSCRIPT: This is the sort of question that we get that is really an objection, right? They want to get all the information from us so they can eliminate us. We’ve got them on the phone. We’ve talked about the vehicle that they want to buy,(…)






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Overcoming Objections on the Phone: I Can’t Afford It






  Overcoming Objections on the Phone: I Can’t Afford It TRANSCRIPT: I have an objection for you that you usually hear on the lot but you will occasionally hear it on the phone, especially when you are talking about a new vehicle. So, let’s say we have the customer on the phone and we are looking(…)






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Overcoming Objections on the Phone: Your Competitor has a Lower Price






  Overcoming Objections on the Phone: Your Competitor has a Lower Price TRANSCRIPT: So, how about the objection that your competitor offers a lower price? We’re on the phone with the customer, right? They call us and ask what our best price is or what the price is that we have listed on that vehicle online(…)






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