Page 6 - CIADA-Q32020

Continued from previous page Response: "no, just price shopping - what's BD Agent/Sales Consultant Response:
One of the best methods and ways to equip the price on this vehicle." Great! One last thing, did you, by chance,
your team to change the conversation's have a trade-in? I ask this because we're
path is to offer the following instead: BD Agent/Sales Consultant Response: looking for quality pre-owned vehicles
"The price for this vehicle, depending on right now, and are offering incredible trade-
"Mr. Customer, here at [dealership], we make the third row, and other options starts at in values! (always the what and the why)
pricing easy. I can certainly provide that infor- 'x,' we have excellent deals this month! I
mation to you. Before I get ahead of myself, also have other options that could save you Response: Yes. I have a 2014 [vehicle] with
was this the only make and model you were money, are you available this afternoon or 58k miles on it. But the offer I got online
inquiring about? I want to make sure I provide evening to come in for a test drive". was nowhere close to what I will accept for
you with the most accurate information possi- it. It is in mint condition.
ble. This vehicle ranges in price depending on Notice in this response, instead of giving
the trim level and package options." a "number" that is not comparable to their Bingo! Of course, this is an example, and
current contender, you provide a range. not all scenarios will play out this way, (of
Using a statement like this is not defen- This allows you to be transparent to the course). But for this example, you hit the
sive, and it inquires about the customer's customer and informs them that depending jackpot in dealing with customer's real ob-
flexibility – to which the customer might on the options s/he chooses, and ultimately jection by inquiring about flexibility and a
instead reply with: decides on will obviously change the price. trade-in. Now, you can work with the cus-
tomer to complete a trade-in appraisal giv-
"I’m looking for 'x' vehicle, but it needs to Response: Not available this week. ing you a means of offering the next steps!
have the premium package, and I want it in
black. I’m also considering the next model At this point, in this example, you've asked BD Agent/Sales Consultant Response:
up with third-row seating. The other one the customer twice about an appointment. That's great! We just had a customer inquire
I’m looking at doesn’t have the third row." At this time, they are not committed to on that [vehicle] the other day, but it sold!
coming in. That does not mean that we I'd like to send you a link for the trade-in,
As you can see, in this one on one scenario, give up! Instead, it is crucial to confirm the it only takes five minutes. Are you available
the customer just offered that they have not next steps. That is getting their contact in- tomorrow morning or afternoon to come in
even seen the third-row vehicle! Yet, that's formation and securing a time to follow-up so we can appraise your vehicle?
what they want pricing on, a car they have with the customer. This is also the hard
not seen, and might not be their final choice part where a little more confidence can go Response: I can do tomorrow afternoon.
depending on their thoughts on the third- a long way in making sure you get to the
row seating. At this point, in the coaching next steps! As you can see, in this one on one role-play-
session, you can offer your sales consultant ing session - it could have easily ended in
or BD Agent that by simply changing the BD Agent/Sales Consultant Response: I the beginning when the customer asked
word tracking, and inquiring about the understand, what I would like to do [cus- for "the best price," and you gave it to them
flexibility you now have a better under- tomer first name] is to send you more in- without getting any of their information.
standing of how to quickly and effectively formation about this vehicle. In addition to But instead, because your BD Agent/Sales
handle the objection! other money-saving options. What is the Consultant effectively handled the objection -
best email to send this information to? with proper word tracking - they could inquire
Here's a way you can reply: about flexibility, trade-in, and secure the next
Response: Sure, send it to [email], and my steps. It's these sorts of scenarios in your one
"Great News. I do have that vehicle in black cell is the number I called on. on one training sessions that can help you in-
with the premium package, and third-row crease your sales. Not to mention, it gives your
seating available. Are you available this af- Now that you've properly received the cus- team more confidence to effectively handle
ternoon or evening to test drive and take a tomer's email address, the last step is to se- these objections, which will only make your
look at the third row?" cure a time to follow-up and inquire wheth- sales team and BD Agent that much better!
er they have a trade-in. Something as simple
Notice how in the reply you confirm that as nonchalantly bringing up the trade-in *Disclosure: these are scenario examples and are
you have the vehicle they are looking for, could be what's deterring them from want- situational in nature. Obviously, never lie to a
but instead of just offering the price you're ing to come for an appointment! You don't customer! And never lie to your manager! n
now inquiring about flexibility, and en- know what you don't ask! Sometimes the
couraging the customer to come into the objections are not the obvious!
store to take a look!

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