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 […]
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, […]
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 […]
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 […]
Overcoming Objections on the Phone: Can You Send Me Some Pictures? TRANSCRIPT: Now here’s an objection, or question, that we often get when we’ve just posted a vehicle to our inventory online. The question is: “Can you send me some pictures?” Right? We can get that via text; we can get that via email, or […]
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, […]
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 […]
Appointment-Driven Communications – Part 17 TRANSCRIPT: Before we wrap up this ‘Appointment-Driven Communications’ class, I want to make sure that you understand something. I said earlier that I hate phone training. The reason that I hate phone training is you leave phone training sites and then you never change a thing. I don’t want that to […]
Appointment-Driven Communications – Part 15 TRANSCRIPT: So many teams, in automotive, lack discipline. It doesn’t make you bad people. You just are so easy to get off the phone. Someone says they’ll be in Saturday morning and your team doesn’t want to screw up that deal, they think they’ve got a Saturday appointment, so they say, […]
Appointment-Driven Communications – Part 14 TRANSCRIPT: Okay, we’ve talked about the ‘why’ you need to use these talk tracks to drive an appointment culture. We’ve talked about why you need appointments. In general, why you want to live in an appointment culture. We also did the ‘whats’. The ‘what’ to say, right? What the talk tracks […]
Appointment-Driven Communications – Part 13 TRANSCRIPT: I hope you’ve noticed that throughout this training I talk about 5:15, 5:45, which one works better for you? Notice that I never say, “Would you like to come in at 5:00?”, or, “I’ve got a 5:30”. See, appointment times matter. People are more likely to show up at the […]
Appointment-Driven Communications – Part 9 TRANSCRIPT: Okay, so we talked about the ‘why’. The ‘why’ is simple. Why you need an appointment culture; why you need to use the talk tracks; why you need to have the discipline. There are a lot of ‘whys’ and the whys are simple. Well, guess what? The ‘what’ is simple, […]
Appointment-Driven Communications – Part 8 TRANSCRIPT: As you may recall, earlier in the training, I talked about how today I’m going to tell you what to say; how to say it ; but, more importantly, why we want to say the things we’re going to say to try to drive appointments. Why it’s important that we […]
Appointment-Driven Communications – Part 7 TRANSCRIPT: So, let’s do a quick roll play. I don’t mean a real roll play but you should be roll playing all the time. In fact, the only way to get these ‘talk tracks’ down, and the only way to keep the discipline you need to drive an appointment culture for […]
Appointment-Driven Communications – Part 6 TRANSCRIPT: Okay, when we tell someone that we have two test drives open today, one at 5:15 and one at 5:45, and we ask them which one works better for them, it may shock you that people will actually say ,”Oh, 5:15 works great”. They don’t always do that, though. A […]
Appointment-Driven Communications – Part 4 TRANSCRIPT: In this part we’re going to teach you how to handle the in-bound call in an appointment culture. Remember, when you pick up the phone and you’re talking to someone about a vehicle, you have one goal. What is that goal again? That’s right. Your only goal is an appointment […]
Appointment-Driven Communications – Part 3 TRANSCRIPT: Appointments must be the goal. Appointments have to be the goal with every call you make, every email you send out, and every time you leave a voicemail. In your mind you have to remember the goal and, so, I want you to always start with the goal in mind. […]
Appointment-Driven Communications – Part 2 TRANSCRIPT: Welcome back to ‘Appointment-Driven Communications’. This is part 2. We left part 1 with the question, “how do you get appointments”, right? “Steve, I’m bought in, I need to get appointments, I’ve watched ‘Creating an Appointment Culture’, and I want to know how to get appointments”. If that describes you, […]
Creating an Appointment Culture – Part 8 TRANSCRIPT: Once you get the prospect on the phone, you have one goal. That is to get an appointment that shows. Let’s discuss how the call from Part 7 should go. For example, I know the prospect might demand more information. The prospect may want to understand the […]
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