Objections Flashcards
1
Q
Hi, Welcome…
A
…to Curry Honda. What brings you in today? Just doing a bit of looking and shopping? Perfect. Are you mostly looking for product information, pricing info, or a little bit of both?
2
Q
I owe ($)!
A
Your payoff has nothing to do with your car’s value. If you owed zero, would you want zero? Or course you wouldn’t, you would want what it was worth. You car is worth ($). See I suggest you pay your car off. (I cant). Well then I suggest you pay it down…the difference between what you owe, and what its worth .
See (name), what you owe on your vehicle has nothing to do with the value of it. Let me suggest this: you pay the car off in full right now. See if you owed $10 million, and your car was worth $10,000, you’d pay the car off. If you owed $200,000 on your house, and you could only sell it for 180, then you’d sell it for 180, and you’d move on. You don’t stay in that house. Your car will never be worth more money than its worth right now. So my suggestion is that you pay your car off. I’ll pay you ($) for the car, and we’ll use your car as equity.
Well pay it off and you wont owe anything/ Excellent, then pay it off.
3
Q
Pay off car summary close
A
You’ll take delivery now, assuming we pay off your car, pay the lien off, free you up from making a payment this month. We are going to use the remainder of money left over to reduce the price of the new car, we’ll provide you with preferred financing, with only ($) cash, and we keep your payments at ($). We also get you the (accessory/feature), we get you a full tank of gas, and no payment for 45 days.
4
Q
Payment/Cash COMPLAINT: wont make them all
A
You wont make them all anyway. You said they payments are too high. So if they’re too high, you wont be able to make them all anyway.
5
Q
No money down close
A
You will own, assuming ABC arranges financing with no money down. You payments will be agreeable. I need your ok here, here, and here. Write a check for the taxes, title and fees, and I’ll get you approved with no money down.
6
Q
Reduce balance of new car close
A
You will own now, and take delivery, assuming we pay off the balance of your car, using rebates and discounts. Your funds will be used to reduce the balance of the new car.
7
Q
Handling the assistant buyer
A
You must be here for a reason, if only to protect (buyer’s name) from some shady car person.
Wow, I never thought of that! No wonder Sally brought you along!
Knowing how this car is equipped, and knowing what your brother wants in a car, and knowing what your brother can afford, and knowing your brother…what advice would you give him about the fairness of the deal?
Will you be helping with the down payment, the monthly payment, the paperwork, or did you want to help with all three? Or did you want us to work this out so that the car is affordable without having to get you involved?
8
Q
Payment/Cash COMPLAINT: you knew would be high
A
You knew that before you got here. Before I showed you a number, you knew the price was too high and the payments would be too high. Buying a new car, your payments always go up! Buying this vehicle is going to end up causing you to have a higher payment, and you knew it before you got here. So I need your ok right here, its no big deal.
9
Q
I’m going to check my inventory, for what we have now, and what we have coming in.
A
You don’t actually have to buy something today do you?
Fantastic, that gives us some flexibility then. Obviously though, if we find you the right car and you get a good deal on it, I certainly wouldn’t stop you from doing something today either. Fair enough?
10
Q
More Down: you control 2 parts
A
You control two parts … one is cash down and the other is terms. We can extend the term, you can add some cash… You can do one, or a combination of both to reduce your payment. How would you like to handle it? Extend the term, put more cash down, or both?
11
Q
Well I just wanted to get an idea to think about, because it’s a big decision
A
Yes it certainly is, and I can appreciate your wanting to think about it, but let me ask you this; is there a number you would do it for right now?
12
Q
Change mind?
A
Would there be any reason you would change your mind about this decision?
13
Q
More Down: 6 things happen
A
When it comes to cash, you and I are just alike, we want to hang on to it. We want to keep it in our stock portfolios, money market, bank account, in the mattress, wherever we have to keep it. I get that. But please recognize this.
When you increase your initial investment in a vehicle. 6 great things happen for you: number 1, you lower the balance to finance, which is a driver of savings. The lower the balance to finance, the lower your monthly car note. Ok, unless I misread you terribly, you are not the type of guy who wants to brag about having the highest car payment in the neighborhood, correct. Good. 3. When you lower the balance to finance, you also lower your finance charges. Ok. That saves you money, which is what you told me you wanted to accomplish today. 4, you have the option that most people don’t have, which is to shorten the term. When you shorten the term, guess what, you save money again because there are fewer finance charges with a shorter term. And 6, when you shorten the term, youbuild equity faster, pay it off sooner, which gives you the freedom to sell it or trade it sooner, which most people do after 3 years because something cooler, shinier, or more technologically advanced comes out. A lot of people don’t get the chance to take advantage of these benefits because they don’t put enough money down.
14
Q
Delivery Close
A
When do you want to take delivery of your new vehicle? Right away, do you want to wait until I get it clean and polished?
15
Q
I need to talk to my wife.
A
What if she says no? Would your wife say no to the car or to the money? If you had to guess? How would you justify the price/car to her?
Ok, so does your spouse agree with your current transportation and the cost of it? See if nothing changes, except for the fact that your situation improves, would it be necessary to get her approval? Wouldn’t they approve of it if nothing changes except for the fact that you get the car you want?
16
Q
Price: go older
A
Well how about we consider a car like this, with low miles, a warranty, a little older and save you 500/1000 dollars? It’ll reduce your payment by 12, maybe 15 dollars a month, or would you rather go with the car you have now, and pay a little extra per month?
17
Q
Price: within
A
We’re within ($) of you enjoying your new car. In comparison to the price of this vehicle and the length of time you will own it, were talking about miniscule amounts of money, ($).
18
Q
I can do better if I sell it myself
A
We’ll pay you ($) for your car the way it is, or you can put it on craigslist and ask ($), and benefit, what ($)? This is also referred to as sell it yourself. We’ll buy the car for ($), you can sell it for ($). You sell it for ($), you’re up ($). Just remember, you ask ($) and you take ($), you’ll still be up, what ($). Now you have to go out and advertise your car. It’ll run you $30 per week/ for 12 weeks, that’s almost ($). Not your down to what, ($)? Then you have ($) in reconditioning with no tax advantage. Don’t forget the car payment you’ll still be making on it, and miles you’ll be putting on it, depreciating it further. You’re car is never going to be worth more than it is today. So really, you’ll save only ($) by selling yourself. That makes no sense at all.
19
Q
Handling the Rate Question
A
The rate we use to calculate the payment is a mid range rate because we have not yet pulled your credit. Let me explain how the rate works. First of we use a number of lenders, about 40. Once we get a credit statement from you, we submit it to the bank who we think will give you the best set of terms. In practical application, this is how it works. Nobody, and I mean nobody has to use one of our lenders. Its purely voluntary. However, over 85% of the people who buy cars here each month choose to use one of our lenders. Now what does that tell you about our ability to get a good rate?
Excellent. So lets go ahead and start the credit application right now.
20
Q
Before getting a pencil: price/down
A
The price of the (vehicle) is ($). As you know, most lenders suggest 20% cash down. So, we should be looking at about ($) can you handle that okay?
How close can you get to ($)?
21
Q
Payment/Cash COMPLAINT: I agree
A
The payments are too high: I’m with you (name). I agree with you, I completely understand. That’s exactly the reason you should own this vehicle and start enjoying it right now. Because the payments are not going to get less, they’re only going to get higher. So what the payments are a little high. I need your signature here, here, and here.
22
Q
Price -Negative equity: refinance
A
The new car is ($), we’re going to buy your car for ($). We’re going to finance ($). You’re paying ($) now on the old car. We’re going to reduce your payments to ($) a month. That’s a ($) savings per month, with no cash down. All I need is the title to your car. (I owe X amount on the car. I cant pay it off) Great, then what do you want to do? Wantrefinance it? To refinance ($), that’ll be ($) a month. The car is only ($) per month. I can put these together, or I can keep them separate.
23
Q
Payment/Cash COMPLAINT: isolate objection
A
The fact that you say that means that you’re a normal human being, almost everyone tell us that. The payment’s always too high. We get it, we understand, it’s not a problem. Other than the payment though, nothing else would stop you from driving that (vehicle) home today. Correct?
24
Q
I am going to still shop around after this.
A
That’s ok, most smart buyers do. The process of shopping is to eliminate the people who you don’t want to work with and vehicles you wouldn’t consider, right?
Out of curiosity, what was it about us that made you choose us first?
25
Our bank doesn't need any money down
That's good, but just in case they may need something, how close can you get to ($)?
26
I understand, and that's not a problem. May I make a recommendation that may save you some time and
trouble?...
NO
That's fine, take your time. I'm here if you need me. What are you looking for today? That way, I can just point you in the right direction.
27
Objection: Maybe I should wait to see if prices go down
That's fair. Sometimes they go down, sometimes they stay the same, sometimes they go up. The one thing I know for sure, is if you have a car that you're considering selling, I know for a fact what's going to happen to its value. It will depreciate. Because we value price the cars here, and we take into consideration all those things, you're guaranteed to get a fair deal every time.
28
I'm not buying a car today
That is totally fine. I am just happy you decided to put our brand on your shopping list. We will make today just an info day. I will help you answer any questions you may have. May I make a recommendation that may save you some time and trouble?
29
Invoice
Tell you what I'll do sir, I'll sell you the car for invoice. The invoice on the car is ($). We sell you the car for invoice. At that number, we lose money, because we have a facility to run here. The car is ($). Add $2500 for me. The car, you buy it at invoice. Me, I'm not free.
The amount paid to the manufacturer is ($). Facility expense is $450 per car, advertising is $340, finance charges are $300, commissions for sales and managers is $560, attendants, gas supplies, fixing cars is $220, total cost to the vehicle is ($). That is our break even number. I'm sorry, that's our number, our cost before hold back. Our hold back is $500, we get that from the manufacturer. Out break even on the car is ($). We'd like a profit to at least the state taxes.
Sir, the government's going to make 7% on the car, and they're not even in the car business. We deserve to make at least that much. We service the car, we get it ready, we back it up. We got it here for you. We'll finance it for you. We'll service it, we'll take care of it. We'll get it ready for you. We'll offer you a free oil change once a year, and a free loaner when you need one. And we want at least what the state makes.
30
Ok perfect, so you and I can work together then right?
Tell me, are you looking for something similar to what you're driving now, or something completely different? Or, did you come in today for a specific vehicle?
31
Oh this is not right. I appreciate your time, and can I get a business card?
Sure, no problem, but can I ask you a question? What interested you the most about this vehicle, the price or the make and model?
Great, before you leave I would like to show you a couple of other vehicles that have (address objection) that we should be able to get you a great deal on.
32
I only have 15 minutes.
Sure not a problem. Tell me, what did you want to get accomplished today?
Great! Let me give you some info and set an appointment to have you come back soon.
33
Shop Walk (optional)
So while management is appraising your vehicle and working out a great fair deal for you, I want to give you a tour of our facilities.
This is where you'll get your first oil change... Here's my distinct competitive advantage...
So who will you be insuring your new vehicle with? Fantastic, we do lots of business with them If anything were to happen, you can be sure our body shop can handle it. I'll call and get coverage transferred so you can be insured before you leave.
34
No money down close
So John will own (car) assuming Honda arranges financing with no money down, payments will be agreeable, I need your ok here, here, and here. And I'll get you approved with no cash down.
35
Oh really, to where you live and work?....build rapport...so for you, if you could find the right car, and get a good deal with a local dealer that you're close to, for service and so forth, that would be ideal for you?
NO
So in your mind, you want to shop and make sure you get the best possible deal, but the reason why you came here first is because it made sense seeing as we're the closest?
If all things were equal, so to speak, concerning the vehicle and the pricing, then I assume it would make sense to still do business locally, again out of convenience?
36
Before getting a pencil: close
So folks, what you're telling me then is, if we can take your car in trade, ($) cash down, and keep your payments at ($) a month, you'll buy the car and drive it home now, right? Okay, go ahead and acknowledge it here and I'll present your offer.
37
No payments close
So (name), you will owe now, assuming we pay your present vehicle off, saving you from making any present payment due, also, no payment on the new car for this month, (next month), and no payments until (month).
38
Price: base
Sir, we're already at ($) a month. The car with no options is ($) per month. You add the (feature, feature, feature), and that brings you to where we are now. So let take them off. Lets remove the equipment, and the payments will be ($) than where you want to be at. Or we can pay cash for the equipment, and the payments will be ($) less than you want. Or we keep the equipment, and you keep your cash, and we pay the extra money. You deserve it. Lets do it.
39
Need to think: Ben Franklin
Sir, I understand how hard it is to make a decision. I face the same thing when I buy something, big or small. It has been said, that Ben Franklin, one of the founding fathers of our nation, when faced with a big decision, would write down the pros and the cons of that decision on paper. So he could get a true evaluation, an analytical, logical evaluation of what the right thing to do is.
40
Price: stoplight
Sir the last thing you want to do is be at another stoplight in your life, and see exactly what you should be driving sitting next to you, with the perfect person sitting in the passenger seat, when you should be in that same car. You ever pulled up to a stoplight and looked over and said ...God, that's the car I should be in�? well you know what, its been long enough for you.
41
Are you mostly looking for product information, pricing info, or a little bit of both?
Pricing
Perfect. Well here we use value pricing. Are you familiar with value pricing as compared to one price?
Great, let me share with you the difference. The one price store has a fixed price, that's really not flexible. The good news is, everybody pays the exact same price. Bad news is, if the market changes and the management is not flexible, you may end up over paying.
Our pricing policy is simple. We assess each individual vehicle on a number of variables. For example, what the supply and demand of the vehicle is, the time in inventory, the condition, the options and equipment on it, and of course the incentives from the manufacturer. So we actually structure the pricing based on the market, and our pricing is designed to be fair and flexible, so that you get a good deal, every time. Fair enough?
42
Before getting a pencil: trade
Perfect, when I was in the sales office, I took a peek in our trade file, and I noticed the last time we took in a car similar to yours, it was stocked in for ($). Is that what you had in mind? Write it down as you ask it.
No worries, management hasn't even finished appraising your car yet. That was the last one we took in, and I'm sure it wasn't as nice as yours, but I was just curious as to whether that was what you felt yours was worth, just for my own information.
Don't worry about that right now, once your car has been appraised, I'm sure you'll be happy with the numbers
43
If my pricing were similar, or even a little bit higher, as long as it was not unreasonable, wouldn't you
rather still buy from me?
NO
Out of curiosity, why do you say that?
Absolutely, I wouldn't want you to pay too much either. I'm not asking you to pay anymore than what's fair. I'm asking you, if I was worth it, wouldn't you want to?
Story
Its ok, I understand. I hope you can appreciate why I felt like I had to ask. What you're asking me to do, is something outside my ability to authorize. Lets you and I propose it to management, and we'll see whether or not management can honor this number that you're looking for.
44
Trying to negotiate on price
Our dealership doesn't do all that back and forth stuff, because they just try to give the best deal right up front. That's what our customers have asked for, and we listened. What is it that you think is wrong with these numbers?
Terry, I know that you're used to having to negotiate every time you buy a car, but that's why I told you at the beginning that we'd give you the bottom line up front.
You don't seem happy now that we did it your way? I sometimes wish my boss would actually leave some negotiating room, because people seem to prefer negotiating, even though they say they don't. Let me ask you this Terry, if I had come out $1,000 higher, and made you beat me down that thousand, could I maybe have had a better chance of earning your business?
45
Before getting a pencil: payment
Okay (name), based on these figures; you should be looking at a payment around ($). Can you handle that okay?
Well you could handle about ($) couldn't you?
Tom, Jane, let me ask you this; how close to ($) could you come, and still buy the car right now? (Write it down)
46
Money: math
Ok, the payment is nothing more than basic math. That payment includes the balance to finance, which is all the standard features on the (vehicles) and all the options you said you had to have, freight, getting the vehicle from Flatrock, Michigan, and all the governmental mandated safety and emission features. And you have negative equity, so part of the old vehicle is in there too. Now what comes off of it? Well ($) our discount to you, ($) Honda rebate and your ($) cash down. You credit drives the interest rate. And then the last part is the ter
47
Savings Plan Close
Ok, tell you what. My brother showed me this a while back, and I had never looked at it this way before. But the numbers are what the numbers are. He showed me the big picture. What we're looking at now is a ($-$) payment, and you don't want to pay that. I don't blame you! But if we look at the big picture, what's going to take place over the next 5 years, you may find it to be a bit more palatable.
I'm gonna use ($) because the math is easier, at 60 months. Everyone knows a vehicle depreciates, that's not news to anybody. But what most people don't realize is that when you purchase a vehicle, it also creates a savings opportunity.
Now, where does the saving opportunity come in? If you've ever gone to a financial planner, or saw one on tv or ever read a book on financial planning, anybody worth their salt who's trying to help you save money tells you to move yourself up the food chain, pay yourself first. So what a good financial planner will tell you is this: pay your mortgage, pa your rent, buy your groceries, but then write the next check to yourself and put it in a savings account. Because what most people who don't save very well do, is they spend their money ,hoping to save a little bit at the end of the month. But guess what...there's too much month, and not enough money! But your car note has a tremendous feature that most people don't see. Your msrp, which you're not even coming close to paying is ($). Your vehicle, when you get finished paying for it, is not going to be worthless. Its going to have a value. Now what that value is going to be is sometimes a mystery. But the general rule of thumb, is that your car will be worth 42% after 5 years. If you keep it in great shape, it'll be worth more. If you bang it up, it'll be worth less. Do me a favor, take (MSRP) and multiply it by 42%. ($). So here's what happens. You make your ($) payment, and you keep making it. And bingo, after you make your last payment, you get back to you, what many people never see- is the title to that car. And its free and clear. Its like a share of stock worth ($). You can borrow against it, sell it, turn it into cash, trade it, you can do it. But this is the money that your payment has allocated towards it. If you take ($) and divide it by the term of the loan, which is 60, what's the number? ____. Every time you write a check to Ally Finance, or whoever you choose to finance with...take (monthly payment) and subtract ($). ($) is your net payment. That ($) is going to the (Last name savings account) in the form of a free and clear title. So you're really paying ($) for the privilege of driving and showing off the car, I saw the way you smiles when you got out that car...and you're paying ($) to yourself, to your savings plan. I know you're trying to make the best decision that makes sense, sign right here
48
Price: rather
Ok, if price was the same, which vehicle would you rather own?
49
If the customer inquires about a car that has been sold:
Ok, come on inside and let me check the availability of that vehicle.
50
Price -Negative equity: not real payment (short)
Ok I'm with you. The payment at 60 months is ($-$), but that's not quite correct. The payment is actually ($-$). I know what you're thinking ...If that's the real payment, why did you show me the that payment for?�. Well I showed you this payment, because we have added the ($) negative equity into the balance to finance. So we're willing to pay off your vehicle, in fact, gladly so. If you handle the negative equity, meaning you take your ($) cash down, up to ($), we'll pay off the rest of it, and that'll reduce your payment by ($). Will you put down some additional to reduce your payment?
51
Payment/Cash COMPLAINT: knew before
Ok I can appreciate that, everyone wants a lower payment. However, when you came in here, you knew exactly what the price of the car was, you knew that you didn't want to put down any money and use your trade equity, and that's what the payment is. So I just need you to okay it here.
52
What about the value of our trade- in doesn't that count?
Oh yes, of course, but banks just like to see that 20% down in cash
53
I only came here because you're close.
Oh really, to where you live and work?....build rapport...so for you, if you could find the right car, and get a good deal with a local dealer that you're close to, for service and so forth, that would be ideal for you?
54
I really don't have a clue what I am looking for
Oh I get it! There are so many makes and models out in the market today, it can be overwhelming. How familiar are you with the models we carry?
55
Can we just look by ourselves, we'd really like to be allowed to take our time, and if we need help, we'll come and find you?
Of course! Since we have so many vehicles in stock, I'd like to just point out where they all are, and then I'll get out of your way and let you look. Are you looking for new or pre-owned?
Allow me to just point out how to read our stickers.
Okay folks, I'm going to give you my card, so if anyone else comes up, you won't have to go through any
more questions, just tell them you've been helped. Sound good?
Oh yes, I'll just stand by over there just in case you have any questions, or if you want to hear about our fast
and easy shopping process...just wave me over.
56
Price -Negative equity: couple ways
Now there's a couple different ways we can do this, and we're going to do it the way you want us to. For example. If you were to put down an extra ($ neg. eq) on top of the ($) you already agreed to put down, your new payment would be about ($). Now if you want to keep the money. Your payment would remain at ($), and you could have the car for an extra ($) a day more than you wanted to pay, or we could see if you qualify for an extended term. Which way works best for you
57
After you've given the numbers and they still want to go somewhere else
Now does that seem reasonable and fair for you to go somewhere else, and let somebody in 5 minutes do what you and I have spent the last 3 hours doing, which is finding you the perfect vehicle, and working out a good fair deal...and then giving them your business, for $100 less? Does that seem fair or reasonable?
All I'm asking that you do is honor my efforts, and give us an opportunity to at least answer to what they have to say. You can still buy there if it makes more sense financially, but allow me the chance to at least to finish what we started.
58
Give me a card, and we'll come get you if we need you.
Not a problem, here's my card. The reason I came over today is to simply point you in the direction of the ones that are on sale, just to save you some time, I can show you which ones those are, so at least you could start with the ones that could save you the most money.
Which ones?
Obviously I don't want to show you a minivan just because its on sale, if you're not interested in a minivan. Are you looking for something comparable to what you're driving now, or something totally different?
59
What we really want is the very best price on a vehicle and to find out what you will give us on trade for our car.
No problem at all! My job is to help you find a vehicle that will fill all your wants and needs, and then get you that very best price. Not only the price, I will also be able to tell you how much we can pay you for your trade, how much money down you will need, if any at all, the monthly payment, term of the loan and your interest rate. We can get you all this information before you leave today, is that fair?
60
Need to think: Copy
Make me a copy: Sure thing, I'll be happy to make a copy. You know I realized as I was making you a copy, that if this was exactly the vehicle that you wanted, and the price was right, I wouldn't be making you a copy, I'd be getting your new vehicle ready. So talk to me, what's not right?
61
Not here to change your mind
Look I'm not here to change your mind sir, I'm just here to get you all the information. However, now that I've given you all the information, it makes sense that you would change your mind and do this tonight.
62
More Down: you control 2 parts w options
Look at this point I know its all about the money, right? You control two parts ... one is cash and the other is terms. We can extend the term, you can add some cash, its up to you. If you look here, we can get you at $250 a month, with ($) down at 48 mo, ($) down at 60 mo, or ($) down at 72 mo. Which way works best for you?
63
Payment/Cash COMPLAINT: choices ... money down
Look (name), I gave you 3 choices here and I showed you how putting down more money could reduce your payments. But if I were you, I'd keep that cash wherever you have it stashed right now. Would it be nicer to have a lower payment, sure. You know what kind of vehicle you bought, you know what kind of discount we've already given you & you know how much you could've saved by going a longer term. So while you're complaining about the payment, I completely understand it, you will learn to live with it, make no mistake. I need your ok right here.
64
Dont wait to pay if off
Lets say you opt to pay the car off. That means your going to take (#) months to pay your car off. That's ($) a month. That's ($) to pay a car off that you don't even want. Plus, you've got the cost of keeping the car up for (#). You can figure that at 5% a year, that's what every car costs, making another ($) over 42 months, plus the same car you want today wont be here, and the new models will have a price increase. Lets just call it $5,000 dollars. So basically, its cost you ($), plus ($) in maintenance plus ($) in price increase. giving you a grand total of ($) to pay a car off, that's only worth ($).
65
Money ... right car: moving up
Lets compare what you have now, to what you're moving up to. The reality is now you're paying ($) a month for your car. And the new car is only ($) more, ($) a day. For only ($) more, ($) a day, you're moving up (#) years. You're moving from a (style) to a (style) to fit your family's needs. You're going from a ($) dollar car to a ($) dollar car. Hey you're moving up, that's great! You're out of warranty on your current car, here you're going to have a 5 year warranty. The improvements on the car...the warranty which gives you peace of mind, right. You're getting a bigger, safer, better ride...(feature, feature, feature). Better look. The fact is, you're getting a new car for ($) per day.
66
Brunch story
Let me give you an example. My roommate and I every Sunday, dine at a different place for brunch. One of our favorite places to go is Canoe, right there on the river. And whenever we'd go, we request Jones, one of the best servers I've ever had. He's attentive, anticipates our needs, he's quick, he's efficient....Now you go to a restaurant, and someone provides you service, you give a decent tip. Probably 15, 18 percent like most people. Now if you get exceptional service, better than decent service, you probably give a better than decent tip, like 20, 25 percent. If you get bad service, do you still give the same really good tip, to the bad waiter? Of course not, because you are a reasonable man, and you can appreciate when someone gives extra effort and energy, like I've tried to do for you. Because we all know its easy to give bad service. And so because I've done that, spent the last few hours with you, accommodating all your needs, finding the perfect vehicle. I think its reasonable that you reciprocate, by giving me your business.
67
Got a better price elsewhere. Match it?
Let me ask you, why didn't you buy from them?
Let me ask you, are you wearing the cheapest clothes that you could find? What about your current car...are you driving the cheapest vehicle you could get your hands on? No? Why not? If I had to guess, it would be because you appreciate quality and service over cheap products. Right?
If you were to find this exact vehicle somewhere else, the exact price...if everything was the same, the color, the options, who would you rather do business with?
If everything was the same, and you went to 10 different dealerships, who would you rather do business with?
And why is that? And why else? And why else? That's worth something isn't it?
68
Justify?
Let me ask you something, I'm curious, how would you justify an investment for this much money in an automobile?
69
Price: last resort
Last resort: At what figures would you buy the vehicle?
70
Shop around ... Price
It seems to me that you think you can get a better price elsewhere. You'll go through this process again at another dealership or two, or three...and you'll end up in this same place after 4 hours. I know, you being a reasonable person, would only do that if you thought there were significant savings out there, right?
Use the comparative stock profit margin close: calculate difference in price, then break it down by month over the term.
71
Payment/Cash COMPLAINT: live rich
It is better to pay a little extra and get what you want, than to pay a less and make a mistake. It is better to live rich, my friend, than to die rich. I need your signature right here.
72
Price: live rich
It is better to pay a little extra and get what you want, than to pay a less and make a mistake. It is better to live rich, my friend, than to die rich. I need your signature right here.
73
Tell me, are you looking for something similar to what you're driving now, or something completely different? Or, did you come in today for a specific vehicle?
No
Is that your car over there? I'd like to find out a little bit about the car that you're driving now...things you like about it, and things you don't. That way I can guide you in the right direction of a car that's going to work for you, and save you some time. Does that sound ok?
74
If you dont do this deal
If you don't do this deal, you'll leave here jump back in the car you hoped you'd never to drive again, go down to Jonesboro, go through their sales process, and 41...2, 5 hours later, you're back in the same position you are right now. So lets make it easy, and go ahead right now. Sign here.
75
If first pencil is close:
If there aren't any objections to you taking delivery immediately, then I'll need your ok right here.
I appreciate your patience. It took a little time because we were working hard to put together a fair proposal, like I promised. So this is what we can do for you: price, trade figures, down payment and monthly payment. I need your approval here, here, and here. We'll get your new car ready for immediate delivery.
76
Price: down a model
If the payments are too high, I suggest we go back and consider the model under this vehicle. It would save you about $5000 and reduce your payments by $100 a month.
77
Price: step down options
If the ($) is more than you wanted to spend, lets consider the following options: A, go down a model and save about $80 and put your payments at ($). B, we go older, save you about $50 per month and put you payments around ($), or C, we go down a trim, and save you about $30 per month which will put you at ($). So you could be at ($), ($), or ($), or you could stay with the car you're at, which keep you at ($). If it was me, and I know its not, I would pay the extra ($), because its better to live rich, than to die rich.
78
Match it? - Reasonable
If my pricing were similar, or even a little bit higher, as long as it was not unreasonable, wouldn't you
rather still buy from me?
79
Would you give me ($) for my trade?
If I could, would you buy it right now?
80
Need to think: Everything's right
If everything were right, were right, would you own the vehicle right now? Yes, so tell me, what's not right? Is it the car, the price, the payment, or me?
81
Angry Guy
I'm guessing you're a little bit angry right now and you don't want to be bothered with a salesperson, am I correct? I understand, you're definitely not the first guy to come on the lot with that attitude, and quite frankly, I don't blame you at all. But may I make a recommendation that may save you some time and trouble? ...
82
Assumptive closes before presenting the offer:
I'm going to get some information from you. Who's name will this vehicle be registered in/How will your name appear on your registration?
Do you want to add any equipment or accessories before we come to an agreement?
83
Closing trade in value
I'm giving you ($) for your trade. (Name), understand, when I pay you ($) for your trade, you're not just getting ($) . I'm paying you ($) plus you don't make any payment on your old car this month, which is ($). Plus you get a tax credit for ($). That's real money. Now you're at ($). Plus you don't have to spend the ($) on reconditioning.
We'll give you ($) for you trade the way it is, or ($) if you first fix the X, X, X and a put a warranty on it.
The new car is ($), were going to buy your car for ($). We're going to trade for ($), and I'm going to give you a check, a rebate, cash money, for ($). And your payments will stay the same as the vehicle you're currently driving. All I need is the title to your vehicle. (I don't have the title, I owe X amount on the car. I cant pay it off). Great pay it off. I'm giving you ($) in cash. Write a check for the difference. Or just finance the ($). It'll only be \($) per month when you finance that portion of the car.
84
Needs Analysis:
| Here's my goal for you today. ..
I want to help you find the right vehicle that fits your needs, to get a fair price that fits your budget, I want to answer any questions so you have all the info you need, and I want to make this easy, and fun! It shouldn't be hard to buy a car. So we'll spend 5 minutes here answering a few questions to find you the right car, and save you 45 minutes later.
85
I don't need any help
I understand, and that's not a problem. May I make a recommendation that may save you some time and trouble?
-
I certainly want to give you the space you need, if you need anything, just look over your shoulder at me, I'll come over and answer any questions.
86
I'm just looking...
I understand, and that's not a problem. May I make a recommendation that may save you some time and
trouble?
87
Payment/Cash COMPLAINT: everyone/you can afford it
I understand that your payments are too high. And the reality is, that everyone who buys a vehicle ends up with payments they feel are too high. Great vehicle, in this price range, every time, comes with payments that are too high. But you can do it, you can afford it. You've got other payments that are too high. I need your full legal name right here.
88
I agree
I totally agree with you (name). I agree that we're not giving you enough for your trade, the price is more than you wanted to spend, and the payments are too high. So when do you want to take delivery of your car? Now that we agree, when do you want to take delivery?
89
That's not enough for my trade
I know, I never get what I want either, so can we go ahead?
Let me ask you this, since trade-ins are always a tough way to go
because of the ...up and down' of the market, is the trade allowance
really the main concern, or is it the monthly payment? The reason I ask you this is because sometimes I can get the management to make other concessions that will get the payment down, even if they can't do better on the trade.
90
More Down: get payment to where you want it to be
I hear you. As a matter of fact, if you put down ($) more, we can get your payment where you want it to be. Would you rather keep the $3000 in your bank account and live with a higher payment, or put that additional money down? The choice is yours.
91
I gotcha
I gotcha, and I totally agree with you (name). I agree that we're not giving you enough for your trade, the price is more than you wanted to spend, and the payments are too high. So what? It's the right vehicle you deserve it, what's your point? Stop complaining about it, I need your agreement right here.
92
I don't want to test drive
I can appreciate that, but wouldn't it be a shame if out of all the cars you looked at, you liked this one best, then when it came time to drive it, you didn't like it?
Why not take a few minutes right now and drive the car? Then you will see if it's even worth keeping on the list at all
Every used car drives differently
93
If first pencil is far:
I appreciate your patience. It took a little time because we were working hard to put together a fair proposal, like I promised. But we know that you're the judge and jury when it comes to fair. We understand the importance of the money. If we don't make the money right, you'll leave, we know that. And if you do, that's our fault, not yours. Here's your opportunity. The (vehicle) you picked out, So you love the car right? First choice of color, equipped the way you wanted, perfect for (benefit/hot spot).
Great. You know that its stickered for ($), we've discounted it ($), which takes the price down to ($). The discounts aren't done. Honda's also kicking in ($) which brings it all the way down to ($). Your (trade vehicle), we like it, we want it, we'll pay you ($) for it. And when you do trade it with us, you are going to pocket another (7% of trade value) in tax savings. Meaning, if you didn't let us buy it, you taxes over here would go up by ($). That's real money that you're saving. All you have to do is add the taxes, title & admin, and that's it. Now what I have for you (name) is 3 down payments, and 9 monthly payment. Which one works best for you?
94
Money ... EGO: congrats, higher
I agree with you. So congratulations for picking out a great vehicle, and being able to make payments that are higher than most people. Be thankful that you can do this. Congratulations, not everyone can buy this vehicle.
95
Money: production
I agree with you, it's a lot of money. And one thing I'm certain of is that you aren't worried about the money. You might think you are, but the truth is, you're worried about your production. People don't worry about their money, they worry about their production. In your case, you can produce more money. If you don't think you're going to continue to be productive in your work, productive in your career, if you don't think more money is going to some at you, then don't buy the car. On the other hand, if you think, like 99% of the entire population in this country, like 99% of people who buy cars every years, the 35million people who buy new cars year after year, after year, then you wont make decision based on whether or not you can afford it, but rather, what you can produce. You know when you leave here you can be more productive. If your wife had a kid, you'd produce more. If your house payment went up, you'd produce more. For your car payments, for the car that you need and you want, you'dproduce more. That's just how it works. I believe you can produce more. So remember, its not about the money, its about your production. So here's the question. Can you produce enough to make an extra ($) a week?
96
Re-demo close
Hey, come see. I want to show you how close we are to making the most enjoyable decision of your life. And then go re-demo the car.
97
Payment/Cash COMPLAINT: try them for a while
Hey that's ok man, lets try them for a while, they're not going to last forever. There's only 60 of them. And you're not going to make all of them anyway! You're going to make 18, maybe 19, 20. Then you're gonna come back in here and get rid of the vehicle. Then I'm going to get you a ne car, with higher payments, for another 60 months.
98
Changed mind
Hey no problem, I understand. It happens all the time. Tell you what we can do. Lets just not make a decision for a moment. Lets just assume for a moment that you're not going to do anything. How does that feel, not to make a decision? Feels good doesn't it? See I always go through the same thing before I buy anything. From the smallest thing, to the most expensive. I get in the moment and then I'm like ...Ahh I shouldn't do this�. See I know what I want, then I start backing off from the decision. I get scared that I'm doing something wrong. Now is that what's going on (name)? Ok lets just go over this analytically, not emotionally. Do you really think this car satisfies your needs? Is this car affordable to you? So the big question is, do you do it now, or do you do it later? I mean, if this is the car you deserve, and you can afford it, and you love it, then lets do it now, get your concerns over with, and you drive home in a new car tonight.
99
Price: down a trim
Hey look, if you don't want to go with this model, the (model), we can always go down to the (lesser trim). It'll save you about $20 a month, give you all of the options, except two, and it'll drop your payments $20 month. Hey no big deal, but it'll still save you $20. Or would you rather stick with this (original model)?
100
When we get out the car, if they have a trade:
Hey listen, there's a couple other things I wanted to go over with you on your car, get some information. I'll be right back, I'll meet you at your car.
101
Payment/Cash COMPLAINT: wont last forever
Hey I gotcha. They wont last forever. There's only 60 of them. And they don't all come at one time. And you get 30 days in between for relief. So don't worry about it. Lets do it.
102
Summary close
Henry will own and take delivery now assuming we do these things: 1. We pay off his car, we pay the lien off. We free him up from making a payment for 45 days, we use the remainder of monies left over to reduce the price of the new car, we provide him with preferred financing with only ($) cash down, and we keep his payments at ($). We also give him the (feature), we give him a full tank of gas, no payments for this month or next. Right? Sign here.
103
I need to talk to (3rd party)
Great. So you agree to ownership at the terms and conditions spelled out, with only delivery being subject to (person's) approval?
104
Just look around...
Great! Most of our customers like to look first and take their time finding what they really like. They usually test drive a car, get all the numbers they need to make an informed decision, and then take some time to think about it. Was that your plan?
105
I'm just shopping prices.
Great! Did you have a specific vehicle in mind, or a specific budget?
Other than the price, is there any specific equipment that you are looking for in your next vehicle?
I'm here to work for you. Tell me, what type of price were you looking for Just a cash price or a specific
payment?
Again, I want to make the numbers work for you, but first things first; what kind of vehicle did you want to
work numbers on? What kind of equipment?
106
Tell me, are you looking for something similar to what you're driving now, or something completely different? Or, did you come in today for a specific vehicle?
Yes
Great, well lets go inside so I can get a bit of info from you, and then we can go check it out!
107
Need to think: 3days
Great, do you think 3 to 4 to 5 days is enough time to think? See it really doesn't matter how long you take. No matter how long you take, you will be faced with the same couple of questions. Can I share those questions with you? 1. Is this the car you want to own? 2. Is this the right vehicle for you and does it fit your needs? 3. Is this car affordable for you and your household?
108
Payment/Cash COMPLAINT: not only one
Great sir, this isn't the only payment you have that is too high. Your X, Y, and Z...every payment you have right now is too high. So what you have a car payment that's too high. Its only appropriate. C'mon I need your approval right here. You can do it.
109
Money ... EGO: lucky
For a moment I want you to forget that the car payments are too high, and I want you to consider just how lucky you are. That I even have this car in stock, that you can even possibly drive out with this car tonight. You will never, ever, forget it. You're getting a car, that 90% of the population will never be able to own. And I have it right here for you, right now, so count yourself as lucky.
110
Leaving ... apologize
For a buyer who's leaving, but was close: I apologize for not being able to come to terms with you. Was it something I did? Then allow me to get the car ready for you vs. you going home in your old car, or having to go through this process at another dealership. Be good to yourself. Speed is power. Lets do it now.
111
When we get out the car, if they DOn't have a trade:
Fantastic. Can I get you a something to drink or a snack while we get this wrapped up?
112
Are you mostly looking for product information, pricing info, or a little bit of both?
Both/Product
Fantastic! That'll be easier to get here, than at most places. My job is simple. I'm here to help my customers find the right car, get a great deal, all the information they need, and to make it fun! Sounds good?
Great! Now tell me, how familiar are you with our store? Have you been working with anyone here yet?
113
n't
Everyone that buys a vehicle ends up with payments that are too high. I need your ok here.
114
Against policy
Even though it is against our policy, and I don't think there's anything I can do, I really want to earn your business, so what could I change in order for you to take the car home with you?
115
Price: afford?
Can you afford the car sir? If you wanted to do this, could you afford to do this? Forget whether you wanted to or not, could you? if you knew this car was right, if the color was perfect, if the equipment was perfect, could you afford to sign the documentation tonight? Then what's not right?
116
When a customer is being evasive and does not even want to go inside the showroom after you have found a vehicle that seems right for him:
Bill, let me ask you this; you don't have to buy right now do you?
Good. Since this isn't something that you must do on the spot, let's step inside and I'll show you what the figures look like on paper.
117
Be back
Bill, I truly believe that you will be back, but I have a really important question: Since the car you want is available now, you're here, my boss is in a good mood, and even though it sounds like we're a long ways from your figures (a longer pause here); if I could do what you said it would take (short pause), is there any reason why we couldn't just go ahead and do it right now?
118
Money ... right car: extra worth it
Between me and you, I'd rather see you pay an extra ($) a month for a car worth ($), that fits your family's needs and has the equipment, than ($) per month for a car worth ($), that's out of warranty and no longer fits your needs. Certainly you'd agree.
119
Money ... right car: extra worth it
Between me and you, I'd rather see you pay an extra ($) a month for a car worth ($), than to pay ($) for a car worth ($). See I'd rather see you pay ($) more month for a ($) car that fits your needs, and has the equipment, than ($) a month for a ($) that no longer fits your needs, that's out of warranty.
120
Referral before negotiation
Before you enter negotiation: before we get involved in figures (name), you've been talking about how many people you can send to me. Who do you know, friends, relative, neighbor, that may be in the market for a new car or truck? Let me get that information before we close the deal.
121
Price: go new
Before I write this up, let me share with you, that a car like this, brand new, would only cost another $8000. But with a little more money down, and by extending the terms, the payment could still be within 150, 200 dollars a month. Would you consider going brand new? Or would you rather stick with this vehicle, save the money, and keep the payments where you want them to be. (Used when a customer objects about mileage, condition, or price)
122
If they resist going into the showroom or say they don't have time...
Assure them that it will not take more than 15 minutes (and follow through on the promise), and that they are not obligated to purchase.
123
Money: budget
Assuming your house note, present car note, utilities, gas, alimony, call phone, cable, groceries, babysitter. Kids are fed, dogs are fed, visa, health club you don't go to. You continue to save each month, and you still have room in your monthly budget to enjoy your new car, certainly you'd have no other reservations?
124
No other signatures necessary close
Assuming financing can be provided in your name, with no other signatures necessary, you agrees to ownership now and will take delivery at the figures disclosed?
125
Price -Negative equity: more $
As you know, you had ($) of negative equity, which increases your monthly payment by ($). If you want to reduce your payment, I'd suggest you throw in another ($) to pay it off.
126
Looking for reasons
Are you looking for reason to own the vehicle, or are you looking for reasons not to own the vehicle? Because if your looking for reasons not to own the vehicle, then I'm certain we can come up with a list of them. But you've spent a lot of time looking at this car, considering this car, studying this car. Now my question is, are you looking for reason to own this vehicle, or reasons to not?
127
Money ... EGO: do better in life
And you know what, your payments should go up. You don't want them to go down. The better you do in life, the older you get, the more your payments are going to be. The more car you buy, the more house you buy, the more your payments will be. This is an indication that life is getting better for you.
128
Money ... EGO: step up
And its time for you to step up big guy. Step up or step back man. Which way do you want to go in your life? You want to do better, you are doing better. So step up, pay the money, you deserve the car.
129
Price: Welcome to USA
And (name), welcome to the United States of America, where everybody in this country...this is the land of prosperity man, the land of abundance. Most people that buy cars, most people that buy homes, most people that buy TV's, everybody buys over their expectations. Everybody buys over their expectations, that's just the way it is.
130
More Down: same payment
(Name), your payments will be the same, it requires ($) down. If you don't want to put ($) down, put half down. It changes your payments by ($). You put a quarter down, it changes your payment by ($). You don't put any money down, it'll only change your payment by ($).
131
Money: brand
(Name), you're buying a Honda, and it comes with a higher payment than other brands, because it's a better product.
132
Money ... EGO: thankful
(Name), be thankful that you can purchase the vehicle. There are people on this planet, in this country, in this city, that would never in their lifetime be able to buy a car like this. Thy don't even know where their next meal is coming from. They would love to be in your position to make payments too high. You're in a great position in your life to own and enjoy whatever you want. You deserve it, you've worked hard to have it, and you're in a position to own it. So be thankful that you can do it, and be thankful that you can make payments that are too high. Now I need your approval here, here, and here.
133
Money: ridiculous
($) per month, is only ($) per day. With the length or driving one way to work/school, we're talking about ($) to drive to work in a brand new car, to enjoy the safety, prestige and the ride of a car that fits all your needs.
134
When you get back to the dealership, always wait for the customer to get out first...
...So what do you think? Well I'm glad you really liked it. Means I did my job. I told you I wanted to make sure you found the right car, and I also told you I'd give you all the information. I hope I've answered your all questions?
Other than of course it being affordable and fitting into your budget, is there anything you would change about the vehicle that would keep you from owning it?
135
May I make a recommendation that may save you some time and trouble?
...Because we know that people want to get more done, faster when they come to a car dealership, that's why we've created a fast and easy shopping process here at Honda...may I explain it to you?
First, I'll ask you a couple questions to find out what you want to accomplish today. Then, I'll help you select a few vehicles, and you can figure out which one brings you the most value. You do that, then show you the vehicle and answer any questions you may have, let you drive it to your heart's content...then, and only then, if you find the car that's just right, we'll provide you with a fair a competitive price in writing. Then you'll have all the information you need to make a great decision without the hassle or the trouble or the waste of any time. Is that fair? Great! Follow me, and while you're doing that, check out what we do for all of our customers. (Hand them a brochure)
136
This is the first place I've stopped.
Great. Thanks for stopping in. What made you pick us as your first place to stop?
Well I'm glad you've picked us as your first choice. Tell me, what types of vehicles were you interested in looking at today? Something similar to what your currently driving, or something completely different?
What have you heard about our dealership?
I know I'm not the only one, I have competition, and I have to be better than them. To earn the right to do business with you.
137
I need to pray about it
appreciate that and I pray about every decision I make in my own life. How are you most comfortable praying? Ok, lets do that together. I am willing to accept any decision that God has for you. So lets do it now. Remember, God likes courage of a person, because courage is faith. So lets make a decision now.
