Page 5 - CIADA-Q32020

The Conversation Shouldn’t End

At “What’s the Price?”

By Chris Vitale, Vice President at Phone Ninjas

Handling customer objections isn't always Here’s an example of a common objection In this one on one example, let's say one
easy. Especially when the customer is call- and how you can help coach your team of your sales consultants gets stuck on the
ing you on the telephone; knowing what to with a One on One: pricing objection. The customer calls in,
say and how to approach the customer's ob- and before you can confirm availability, in-
jections can make or break whether or not Don't get me wrong, recorded calls are a crit- quire about flexibility, etc. the customer goes
you sell the vehicle. To handle customer ob- ical resource and tool to use for training. But right to "what's the best price you can do on
jections with confidence takes training and before you get to tackling the recorded calls, x vehicle?" This can go one of two ways. The
experience. Part of training your team is you need to assist your sales consultant or first way (where your team can get stuck) is
regularly conducting one on one role-play- BD Agent on what gets them stuck (topics offering the "price" without confirming any
ing sessions. The goal and purpose of hav- before situations). Not only will this empow- of the above information. This can derail the
ing one on one training sessions are so that er your team to handle objections confident- conversation and opportunity for reasons we
your managers can create relevant scenari- ly, but they'll start to pick up on why the call (those who have the experience) often don't
os that are relatable to your sales consultant could've been better, and more important- think about. The biggest thing to note is that
or BD Agent. Especially given that every- ly, how they'll handle the call differently the the vehicle the customer initially inquired on
one has their own unique challenges and next time! Think about it, when the customer is often not what s/he ends up purchasing. Not
hurdles to overcome. calls into the dealership, they're most likely to mention, they might not be comparing the
doing their homework. That’s checking avail- exact same car with the various dealerships,
It's more than just listening to ability, price shopping, etc. If your team isn’t nor may each dealership be using the correct
a call. Use an objection that equipped with the right word tracking, they rebates, incentives, etc. Lastly, as you know,
can quickly derail the conversation and not pricing - despite being the go-to objection -
gets your team stuck! get the results they're working so hard for! might not even be the customer's hang-up!
Continued on next page

FRONT LINE | CIADA.ORG FALL 2020 | 4