Overcoming Objections on the Phone: AIM – Acknowledge, Ignore, Move On
TRANSCRIPT: Hi, Steve Stauning here with another ‘Steve Stauning Short and Sweet Video Training Session’. Today’s lesson is on overcoming objections, but, specifically, this video series is dedicated to overcoming objections on the phone. Now, you can use the same kind of strategies in talk tracks that we’re going to use to overcome phone objections in emails or in text messages. We will, however, focus simply on the phone. Feel free to take these word tracks; take these strategies and use them in your emails and in your text messages because if you’re a car dealer and you are on the phone with someone, you really only have one goal and that is to get an appointment that shows. You can use that same goal if you are going back and forth via email or if you’re using text messaging to talk with your prospect.
Before we get started on the specific objections that we are going to overcome in this video series, let’s talk more generally. Let’s talk about AIMing for our goals. This is old school – it’s called AIM, A, I, M. We’re going to Acknowledge, we’re going to Ignore, and then we’re going to Move On with most objections that, maybe, we’ve not heard before. See, you can use an old school trick like AIM (Acknowledge, Ignore, Move On), to overcome almost every objection that you’re going to get.
Now, specifically, let’s talk about AIM. We’re going to AIM for our goal of getting an appointment. Let’s say we’re talking to a prospect. Perhaps this customer is interested in a new pickup truck and we’ve asked him to set an appointment, but he comes back with, “I’ve bought ten trucks in my life and I ain’t never set an appointment yet and I ain’t about to start now!” How do we overcome that objection? He’s bought ten trucks, he’s never had to set an appointment, and why would he start now? All we need to do is remember AIM, right? We’re going to Acknowledge his objection. We’re going to say, “Mr. Jones, I can appreciate that it seems strange to most people to even think about setting an appointment for a test drive on a new pickup truck.”
Next we’re going to Ignore his objection. “But, Mr. Jones, my customers have told me that it’s better to set an appointment so that we can get your vehicle cleaned, gassed and parked out front so that when you arrive for your test drive, you will be in and out and on the road within five minutes.”
Now, step three in AIM, right? We’re going to Move On. We’re going to set the appointment. So after we’ve Acknowledged the objection by saying, “Mr. Jones, I can appreciate that it seems strange to set an appointment.”, and then we’ve Ignored it, “But, my customers have told me that it’s better to have an appointment. That way we can have their vehicle cleaned, gassed, parked out front, and ready to go so that when they arrive for their test drive, they are in, out and on the road in five minutes.” And, now, I’m going to Move On, “Now, Mr. Jones, I have two priority test drives open on that pickup truck this evening. I’ve got a 5:45 and a 6:15. Which one of those works better for you?”
It truly can be as simple as that. Remember the old school – AIM. AIM for your goals. AIM for the appointment. Acknowledge, Ignore, Move On.