What would you say if...
I'm getting interviewed right now for a car sales position and they wanted me to think about some scenarios, so next time we met we could 'role-play' some customer/salesman conversations. They are mostly situations in which the customer gives resistance to the sale, and they are are as follows:
How would you respond if the customer said:
1) 'I have to think about it...'
2) 'I have to talk to...'
3) 'I want to shop...'
4) Price (money) issue
Just looking for some tips on how to deal with these situations for the interview and also in the future; any and all help is appreciated.
How would you respond if the customer said:
1) 'I have to think about it...'
2) 'I have to talk to...'
3) 'I want to shop...'
4) Price (money) issue
Just looking for some tips on how to deal with these situations for the interview and also in the future; any and all help is appreciated.
Replies to This Discussion
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Permalink Reply by mike holmwood on
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1) "that makes sense, its a big decision. but just so I'm clear, what is it exactly that you have think about?"
2) "that makes sense, hey, I'm not tryin to start world war three over here. but other than the fact you need to check with (whomever) is there any other reason this car wouldnt work?"
3) "that makes sense, there is so much out there to look at, but just so I understand, if theres one thing stopping you from moving forward on this car, what would it be?"
4) "that makes sense, but just so I understand, is it the down payment or the monthly installment?"
good luck! m.s. holmwood @ Kelly Ford
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Permalink Reply by David Smith on
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always repeat the question back to the prospect, and then request clearification. No matter what the response, you have to start over. Somewhere along the "road to the sale" you may have left out something or missed something the prospect said. Take your time, and LISTEN...... Remember a relationship is like a bank. You can't take anything out until you put something in.
Hope this helps,
David Smith
dgsmith66@verizon.net
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Permalink Reply by Brent Abdulla on
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1.) I think about all major decisions too. We've found that most people think about three things? Is it the right car? (Yes), Is it affordable? (Yes) Is the salesperson someone who treated me right and gave me all the information? (Yes). It seems to me everything is pointing toward "Yes". I just need your "Yes" right here. Congratulations!
2.) I would want to talk with my spouse too. What if your spouse says "No"? Then I won't buy the car. Would she say "No" to the car or the money? The money. What about the money is it the price, the down payment, monthly payment or what we're giving you for your trade in?
3.) I shop around too when I buy things. Usually the first place I go to is the place I feel will have the best selection, give me the best value and treat me the best. I'm glad you came here first. It's a compliment to our dealership and myself. Let me do this...(Move to a small $100 to $200 discount walk down close.)
4.) Absolutely I understand the price is high. But you knew this car was going to be expensive before you even came here today. Let's just do it...you deserve it.
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Permalink Reply by Kris Andersen on
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Thank you for all of your advice guys, I have my interview on Tuesday and this will surely help. Any more suggestions are appreciated.
Thanks again,
Kris
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Where are you located? State & City?
Kris Andersen said:Thank you for all of your advice guys, I have my interview on Tuesday and this will surely help. Any more suggestions are appreciated.
Thanks again,
Kris
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I'm currently located in Nazareth, PA.
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Permalink Reply by Walt Kustra on
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Hey Kris,
Glad to see your thinking of making the jump into the business! You will certainly find it exciting and rewarding! My best advice...do not get down on yourself. In sales of any kind a positive attitude overcomes all and with all the no's you are going to be trying to turn into yes it at times can get difficult to handle the rejection. Its not personal. Take it in stride and stay pumped up at the opportunity to sell every prospect! Your new employers will love to see a young emotional and excited face in the show room!
In regards to your questions. My best advice in any scenario like the 4 mentioned here is this...do not stop the sale. Under any circumstance, no matter what they throw at you, do your best to not create mental roadblocks for yourself just because the customer says this or that. They are saying these things to stop the sale. Your goal is to move them along to the next step in the process. The lines the other guys gave you to use here are all great. They give you a specific thing to say in response to each of these scenarios and believe me they all work! I am sure I have used every one of them! All I am saying is to keep the broader picture in mind and that is to not stop the sale. You will get more intuition with sales as you grow and gain experience and know precisely what to say to each individual when they object to something based on your observations. Thats advance, but it all starts around not stopping the sale!
Good luck with your new career. Best wishes!
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Permalink Reply by Ben Misra on -
How would you respond if the customer said:
1) 'I have to think about it...'
Great, so we agree that this is the car you want to think about, right ? Let me do this, come on in and I print you out all the information you need to think with. That way we will have the price, credit application, financing and delivery date all set.
2) 'I have to talk to...'
I understand , it's best to talk to others about the vehicle that I am buying for myself. Would they appreciate the great drive, nice look and outstanding value this car has as much as I did. Here's my cell phone lets call them ....I have a better idea , lets drive there right now in your new car.
3) 'I want to shop...'
Wow, I was thinking the same thing. Lets fire up the computer at my desk and as were filling out the paperwork..then we can see what the other guys are doing.
4) Price (money) issue
Now your talking my language..lets write it up and see how the numbers really look. I bet we will both be surprised.
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Permalink Reply by Bobby Bonser on
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Mike Holmwood has some very solid advice here. It is also important to remember that if it has been a while since the test drive, and you have heard several different objections:
*Reshowing the car
*Having the customer sit behind the wheel
*Even another short test drive (based upon interest by customer)
Will help amplify your closing attempts by getting the customer back to the proper frame of mind which is; "I WANT THIS CAR!"
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very good advice
Walt Kustra said:Hey Kris,
Glad to see your thinking of making the jump into the business! You will certainly find it exciting and rewarding! My best advice...do not get down on yourself. In sales of any kind a positive attitude overcomes all and with all the no's you are going to be trying to turn into yes it at times can get difficult to handle the rejection. Its not personal. Take it in stride and stay pumped up at the opportunity to sell every prospect! Your new employers will love to see a young emotional and excited face in the show room!
In regards to your questions. My best advice in any scenario like the 4 mentioned here is this...do not stop the sale. Under any circumstance, no matter what they throw at you, do your best to not create mental roadblocks for yourself just because the customer says this or that. They are saying these things to stop the sale. Your goal is to move them along to the next step in the process. The lines the other guys gave you to use here are all great. They give you a specific thing to say in response to each of these scenarios and believe me they all work! I am sure I have used every one of them! All I am saying is to keep the broader picture in mind and that is to not stop the sale. You will get more intuition with sales as you grow and gain experience and know precisely what to say to each individual when they object to something based on your observations. Thats advance, but it all starts around not stopping the sale!
Good luck with your new career. Best wishes!
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I would just like to thank you all again for the advice, the interview went well and all know if I got the job by the end of the week. Let's keep the advice coming for anyone else that is thinking of making the leap and needs a few pointers.
Kris
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Permalink Reply by Tobias Sedillos on
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To all of these, my response is the same:
"No problem, take whatever steps you need to. When you're confident on your end, I'll move forward for you on mine. Is there anything else I can do for you now - to make things easier?"
Then send them a thank you card to express your appreciation. Don't try to understand why it works - just know that it does. Here are the averages that I have noticed both in myself over the years, and in the others I worked with:
1.) Nice people close 30% - just by being nice.
2.) Well trained salespeople close 40% - most don't follow up long-term with the 6 out of 10 they failed to close initally... Nor the 4 out of 10 they did "close" for that matter. They will be happy to tell you of the "ups and downs" of their sales career... it's a matter of time before they will burnout - and have no exit strategy.
3.) Nice people that follow up well with thank you cards get the 3 out of 10 initally, another 2 out of 10 - just by saying thank you with a card - and without any fancy closing techniques. But here's the best part: they will continue to be referred to by others 8 out of 10 times if they have a way to continue to stay in touch over the years.
Which way seems the easiest, and insures the best career path for you?
PS: If your choice is #3 - call me when you are in front of your computer, and I will show you something really cool that I use.
Tobias.
303-827-4785
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