Page 91 - Car Sales Training Manual

Examples:
(i) “Greg, you said that this is exactly the car you’re after, except you want a further $3,000 discount, which unfortunately we can’t give. However, you said you’ll be financing it for four years, so you’d be losing the opportunity to buy exactly the right car from a Dealership that will really support you, over an amount of just $2 per day. The convenience for servicing and my personal support alone would be worth more that that...... By the way, are you looking for a light metallic colour or perhaps something a bit darker?”
(Always move straight on to a positive control question.)
(ii) “Peter, I know our car is not as quick from 0-100km/h as the other make
you’re considering, but you did say safety was your 2&.3 consideration and you’ve agreed we are the 1*&)*7 in that regard. Also, we have the most inexpensive scheduled service fees in our market category and (outline all the other positives) so it still seems like we have the right car for you. By the way... 􏰗􏰗􏰗􏰗􏰗􏰗􏰗 ” (and move on to the next point.)
END RESULT: • Sales Consultants no longer view objections as terminal deal-breakers, but as interesting challenges to be negotiated confidently, professionally and successfully on the way to a sale.
ROLE-PLAY ACTIVITIES:
(i) Develop examples of common customer objections raised during a typical sale and agree on the most effective words to use to lead the objection to the most productive outcome.
Print these and copy each person in the sales team for future reference, practice and refinement.
(ii) Practice customer/Sales Consultant role-plays where typical objections are raised and are to be handled by either clarifying, isolating or diminishing.
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