Dealing with Customer Questions, Concerns, and Objections

Today we are going to talk about how to deal with good questions, customer concerns, and objections. Knowing how to respond to each of these, as well as how to distinguish them, will not only increase your sales prowess, it will make you more comfortable dealing with difficult customers as well.

When a customer says to you, “How much do you want for that vehicle?” that is obviously a question. We always want to answer questions honestly. Let them know what the car’s list price is, as well as their options to upgrade, should they choose to do so. Acknowledge the question, bridge it, and come back to close by offering either/or questions.

When a customer says, “Wow, that’s a little bit higher than I was thinking at $450 per month,” that’s a concern as opposed to an objection. They are concerned about the price, but not flat out coming out and saying they won’t pay it. When you hear a concern, let’s get back together and figure out a way to make it work.

Now, when a customer comes out and says “No way I’m paying that price,” we have an objection. To address objections, you have to become a problem solver. Figure out another option to make things work, whether it’s coming down on price a little bit, or finding them another vehicle. 

Sales people expect confrontation and sometimes overreact to a lot of these questions, concerns, and objections. It’s important to remember that there are ways for you to deal with all three of those calmly and carefully. Learning how to deal with these kinds of situations is half the battle!

If you have any questions for us, feel free to give us a call or send us an email. We look forward to hearing from you!

The Power of Either/Or Questions

By using the power of either/or questions, you remove “no” from the equation. We often say no to get out of things. For instance, if someone invites you out on a Friday, you say no to get out of it. Instead of yes-or-no questions, we practice either/or by asking questions, such as:

• Does right now work for you or would later be better?
• Are you free to talk about this now or later?

If you provide choices, the prospective client can assume they’ve already made the decision to meet with you anyway. Give the consumer the choice to pick either “now” or “later.” You win as long as they choose between two options.

Ask the question as if it were about equipment on a particular vehicle. Do you want something with leather? Do you prefer a light or dark color? Do you want two or four wheel drive? It’s phenomenal as a control tool, even when customers think they’re in charge.

If you have questions about this topic or anything else, reach out via phone or email today.

Why You Need a Business Development Center

Today, we introduce the concept of a Business Development Center. There are very few BDCs out there. Instead, many businesses end up with Business Reaction Centers. Some even end up with Business Compliance Centers. I know we're throwing a lot of letters out there, but there's a big difference in money to you as a dealer depending on which one you end up with.

In a Business Compliance Center, you have to do certain things without getting sales. Many dealerships get stuck at the Business Reaction Center phase, where you answer the phone and respond to Internet leads.

Ultimately, the Business Development Center is the most proficient. You have a follow-up system for people who haven't been in the dealership for 60, 90, or 120 days. You maintain a relationship with your clients and create a need in their household to buy another car. You develop business from your database, where people know and trust you already. The Business Development Center captures business and brings it to your dealership.

If you have any questions, give me a call or send me an email. I would be happy to help you!