Overcoming Objections on the Phone

In this Short & Sweet Video Series, Steve provides quick talk tracks for your team to overcome any objections they might hear on the phone from car buyers. (As we will be adding to this series on a regular basis, please contact Steve with any objections you’d like to see covered.) To read the transcripts of any video in this series, please visit the post dedicated to that lesson:

Overcoming Objections on the Phone: AIM – Acknowledge, Ignore, Move On

Overcoming Objections on the Phone: Is That Your Best Price?

Overcoming Objections on the Phone: Is That Your Best Price? (UPDATED)

Overcoming Objections on the Phone: Can You Send Me Some Pictures?

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

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

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

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

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

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

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

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

Overcoming Objections on the Phone: I’m Not Ready To Buy

Overcoming Objections on the Phone – The Test

Overcoming Objections On The Phone





6 Comments

  1. jennifer
    September 5, 2018 @ 8:26 pm

    We have noticed a push for customers wanting to know they are approved before they will come in. How would you respond to this objection?
    Thank you.

    Reply

    • Steve Stauning
      September 5, 2018 @ 11:26 pm

      Great question! But, my answer is… it depends. There are basically two successful processes for managing internet leads and calls from credit-challenged customers. Your managers need to decide which one they want to commit to:

        1. “Just get ’em in!”
        2. “Bring us only pre-qualified prospects!”

      If it were my dealership, I would use the “Just get ’em in” approach for one primary reason: With all the rules/laws/issues around privacy, identity theft, and non-public information, I would not want my BDC or internet salespeople discussing credit worthiness with someone over the phone or email. How can we be 100% certain we’re really speaking with the person whose social security number we have on the credit application?

      If the dealership chooses option 2, then you have your answer: Pre-qualify everyone in advance. Of course, you’ll do fewer deals, because a great Special Fi Manager can often get someone bought that ten others could not.

      If you choose option 1 (my choice), then you just need a word track that gives the prospect hope, but helps them understand that you’d love to pre-qualify everyone over the phone, though it’s just not good for them or you. Here’s what that might sound like:

      PHONE UP: “I want to know for sure if I’m qualified before I drive all the way down there!”

      BDC AGENT/SALESPERSON: “I completely understand and I agree it would be great to know that before heading down here. However, we work with 27 banks and credit unions, and my managers are experts at getting people financed who’ve been turned down elsewhere. Plus, there’s simply too much that goes into getting approvals for some customers than we can ever complete over the phone or even online. It’s easy for us to tell you “no” over the phone – that doesn’t take any work – where our managers excel is getting you a “yes” – something that can only be done in person. So, let’s do this, let’s schedule you for a Priority Approval appointment that will get you an answer in half the time it usually takes. Now, I do have two Priority Approval appointments open this morning, I have a 10:45 and an 11:15; which one of those works best for you?”

      Thank you for your question!

      Good selling,

      Steve

      Reply

  2. Anonymous
    April 14, 2015 @ 3:37 pm

    How should I respond to those that say, “I’m not interested in making an appointment right now/this week.”?

    Reply

    • Steve Stauning
      April 14, 2015 @ 11:39 pm

      There are two important things to remember here: 1) This objection is just a stall tactic – the customer is afraid of you; and 2) Anyone not willing to set an appointment is not a fit.

      This objection can best be handled with AIM:

      ACKNOWLEDGE:

      I understand that you may not be ready to make a decision right now – that makes perfect sense; and I’m not interested in selling you a thing – especially until you’re ready.

      IGNORE:

      (USED) That said, we’ve had a lot of interest in that vehicle and I’m not sure when we’re going to get another that nice at such a great price.

      (NEW) That said, with the incentives expiring soon and the inventories going down, I’m not sure if we can count on such great offers next month.

      MOVE ON:

      So, what I’d like to do is just schedule the priority test drive at this time, without dealing with the sale until you’re ready; and as I said, I have two priority test drives open on that vehicle this afternoon, one at 2:15 and one at 2:45, which one works better for you?

      Reply

      • Mick The Car Guy
        June 21, 2015 @ 9:38 pm

        Oh my fricking god!!! I’ve been selling cars for 12 years and this script works great!!! now when i’m on the phone I sit and hope the customer tells me there not interested in making an appointment right now. I get them in for a test drive every time! thank u Steve – you are the man!

        Reply

        • Steve Stauning
          June 21, 2015 @ 9:43 pm

          Thank you for the feedback Mick. I’m glad to hear you’re setting more appointments with this one.

          Good Selling!

          Steve

          Reply

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