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rebuttals (13)

Stall tactics are a type of objection that don’t mean “no”, they just mean “not yet”. Sometimes they indicate our customer’s need for more information (logical) and often they tell us that our customer just isn’t comfortable moving forward yet (emotional). Stalls can be the result of not building enough value in our customer’s mind, but usually it’s nothing more than a natural response to an uncommon situation like a major buying decision. 

Unfortunately, stalls sound just like their brothers the “reflexive” objection (those that come before we’ve had time to relax our customer by building rapport) and the “condition of sale” objection (those that come at the end of the transaction and must be satisfied for the sale to occur). By far, the most common reason sales people fail at effectively handling a stall is because they only know one or two ways to handle objections and most of the strategies they do know address the “condition of sale” for closing purposes. 

To effectively handle stall tactics, we need to have responses that address both the logical stall and the emotional stall and then we need to recognized where in the sales transaction the stall appears. By taking into account the timing in which it occurs, we’ll be able to use the appropriate strategy to help make it easier for our customer to move forward through the buying process. The majority of sales are missed because the salesperson isn’t able to help the customer make it through the entire sales process, not because they didn’t have what the customer wanted.

There are many different kinds of stalls, but for our purposes now, we’ll address the objection:

I need to think about it

If this objection occurs at the transition from the lot to our office, many sales people mistakenly first use the direct question strategy: “What exactly do you need to think about?”, which is a perfectly good strategy, if our intent was to close the sale. This strategy is specifically designed to help us close the sale by narrowing it to the final objection.

However, what are we trying to do here, close the sale or get to the write up? Our intent is to make it easy for our customer to get to the next step of the sale; the write up stage. By using a closing technique here, we often force our customer to justify why they shouldn’t begin the negotiating process. We unwittingly hurt both our cause and our customer’s. Plus we may make our customer even more uncomfortable thus creating a bigger roadblock than it currently is.  

If this objection occurs at the transition, we should first use “Smart Decision”: 

● “Folks, at least allow me to share with you the basic numbers, that way you’ll have all the information you’ll need to make an intelligent decision. That makes sense, right?” (Wait for the answer, then say,) “Follow me.”

● “Of course you need to think about it, it’s a big decision. Come on inside with me, and allow me to give you a basic idea of the numbers involved. That way when you do think about it, you’ll have all the info you’ll need to make a smart decision. Does that make sense?” 

If this objection still exists at the transition or if it occurs after presenting the first figures, then we can use “Exactly What”:

● “If you don’t mind me asking, exactly what is it you need to think about?” (If they say, “we don’t know”, we say,) “If you did know, what would it be?” (If they still say, “we don’t know”, we say,) “But if you had to guess, what would it be?”

When our customer won’t/can’t pinpoint the roadblock to a decision, we can use “3 Ps”:

● “How long do you need to think about it folks?” (Wait for their answer, then adjust this response to their number. If they say two days, we use the number two. If they three days, we use the number three. Let’s assume they tell us “One day”, we say,) 

“Folks, whether it takes one day, one week, or one month, it’ll come down to the same three issues it does for all of us. We actually call it the three Ps. If you’ll let me share them with you, it’ll probably save you a lot of time, may I?” (Wait for their answer, then say,) 

(At this point, we are simply trying to discover what the final objection is. And since our customer is already predisposed to tell us “No”, we’ll frame the next questions to make each “no” a “yes”.)

“The first P stands for product. Is it missing some equipment?” (Wait for their answer) "Is it the wrong color?” (Wait for their answer) “Does it have too many miles?” (Wait for their answer) “Is there anything about the vehicle that you’d change?” (Wait for their answer) 

“Okay, if it’s not the first P, then it’s probably the second P and that’s the people element of your decision. Is it the dealership location that’s got you hung up?" (Wait for their answer) “Is it the dealership reputation?” (Wait for their answer) “Goodness, I hope not but did I do something to offend you” (Wait for their answer) “Is there anyone here that’s given you the impression that we wouldn’t go the extra mile to make sure you’re satisfied?” (Wait for their answer) 

“Well if it’s not the first P, and it’s not the second P, it’s got to be the third P and that’s either price or payment. Which one are you most uncomfortable with?” (When we discover what the final objection is, we address it accordingly.) 

If this objection occurs at the end of the negotiations, we use “3 Questions”:

● “At the point we’re at now, your decision comes down to three basic questions, may I share them with you?" (Wait for their answer) “Number one, does this vehicle give you what you want?” (Wait for their answer) “Number two, can you afford it?” (Wait for their answer) “Number three, am I the kind of person you want to help you with this decision and to support you through the entire ownership experience?” (Wait for their answer) “Since you’ve answered yes to all three, I just need your okay right here.”

As a last resort, we can use “Excuse Myself”:

● “After all this, if my clients are still telling me they need to think about it, what they are really politely saying to me is that they want to discuss it without some salesguy/salesgal hanging all over them. I completely understand that folks. Let me do this, let me excuse myself for a few minutes and you discuss this. When I come back I’ll make myself available to answer any final questions you may have. That way you’ll feel completely comfortable about owning your new vehicle.” (Then we quickly get out of their line of vision for about half a minute. After 30 seconds or so we get back into their line of vision but not so close as to be able to hear what they are discussing. Once they call us back in, we address either their “No thanks” or their “We’ll take it” but what they can’t tell us is they still need to think about it. Most of the time that is.)

Timing can sometimes mean everything. By having multiple strategies for each of the most common objections we encounter, and by being cognizant of the timing in which they occur, we can usually competently and confidently lead our customer through the entire buying process. 

Source: https://www.linkedin.com/pulse/how-handle-stall-tactic-i-need-think-michael-d-hargrove 

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http://www.BradleyOnDemand.com/ 856-546-2440

In this week's Episode of Make Money Mondays Dealer Synergy's President, Sean V. Bradley gives advise handling a prospect that comes into your store and says "I'm Just Looking." A vehicle is the second largest item a person will buy in their lifetime after a home. Do not take offense if someone says to you, "I'm just looking." Sean gives us advise on what to say when a customer says those three words. If you are structured and professional with your response, you could have the prospect abandon the "I'm just looking" reflex.

Make Money Mondays with Sean V. Bradley - How To Handle "I'm Just Looking"

To visit all of our Make Money Mondays in one place visit: www.MakeMoneyMondays.net

If you like Make Money Mondays, you will love Bradley On Demand: http://www.BradleyOnDemand.com/
856-546-2440

For more information about Dealer Synergy, visit http://www.DealerSynergy.com/

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If you have any questions, call or text Sean on his cell 267-319-6776

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We here at RC Lacy in the beautiful Catskill NY had the pleasure of having Anthony (Rebuttal Rockstar) Alagona to come train us again. When he was here the 1st time it was awesome, we were a new internet group and everything was new and exciting and a bit intense. Second time around, he made it even more fun, he got us pumped up to learn the rebuttals, gave us new ideas and showed us how to make this job more fun and exciting, how to get clients to call us back and just make the whole process fun and not so tedious. If you are having problems remembering your rebuttals or you are finding your job becoming tedious, make that call to Dealer Synergy and get Anthony Alagona to come to your shop, TRUST me you will not regret it.

Thanks Anthony for visiting us and I can't wait to have you come back again!

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http://www.dealersynergy.com 856-546-2440
http://www.automotivedigitaltraining.com

Automotive Sales Manager Trains With Sean V. Bradley - Objections / Rebuttals / Word Tracks

Sean V. Bradley had the opportunity to train objections, rebuttals (Word Tracks) with a very advanced Sales Manager from a Chevy Dealership in Indiana.

Watch this video and re watch this video and learn from Geno how to master the CLOSE!

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"Feel, Felt, Found" Automotive Internet Sales Objections, Expectations & Rebuttals - Sean V. Bradley, CEO of  Dealer Synergy and creator of AIS

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INSIDE a LIVE Training WORKSHOP on Objections, Expectations & Rebuttals... Automotive Internet Sales Ninjas in TRAINING!

VERY POWERFUL!!! Notice... They are NOT using ANY Scripts or Books!!! All on the FIRST DAY! Go Team GO!

 

 

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http://www.dealersynergy.com Here is an article that I wrote years ago and it was re-published by numerous National Automotive Sales Magazines & Newsletters... Mastering Objections, Expectations and Rebuttals by Sean Bradley, CEO and Founder of Dealer Synergy We all have had customers voice objections such as “No,” “What’s your best price?” “You are too far away,” “Is it on your lot?” and countless other variations. Over the years, we’ll all developed our own ways of handling those objections. Let me share a few of mine. First, let’s take a look at the top five reasons why Internet prospects are utilizing the Internet: Availability Price Convenience It’s a different way to do business, i.e., they don’t like car salesmen Research I have two rebuttals for each of these points, but before I do that I want to drill home the significance of the proactive approach rather than the “reactive” approach. Properly trained, you can overcome objections. However, I’d rather deal with expectations than objections. An expectation is exactly what it sounds like… something that a prospect is expecting. For example, what if you were making a follow-up call with your Internet prospect and after you went through the greeting phase of the call you transitioned with a qualifying question… “Mr. Customer, quick question for you, have you ever purchased a vehicle online before?” … “No?” “OK… What were you looking to accomplish by going online?” Notice that I don’t wait for the prospect to blurt out in the beginning of the call, “What’s your best price” or “Do you have that in stock right now?” Instead, I take the proactive approach and ask him early in the conversation, “What were you looking to accomplish by going online?” Because I already know he is going to respond with one of the five top reasons, I’m already prepared with my response. For example, when I asked my qualifying question, Mr. Customer might respond… “Well, Sean, I was looking for the best price, of course.” My rebuttal could be something like, “Mr. Customer, if I wasn’t able to get you the absolute best deal I would never expect you to buy a car from us…OK?” They usually respond “OK.” With that said, I counter with, “Mr. Customer, what else is important to you in regard to purchasing your next vehicle?” Note that I am in control of this conversation and am leading the prospect down the phone sales path to the goal of the appointment (that is Covey’s second habit…start with the end in mind). In sales we all aspire to the level of exceeding a customer’s expectations. The truth is though that we can never truly exceed a person’s expectation unless we first know what those expectations are. The easiest way to find that out is to simply ask… “What were you looking to accomplish by going online?” The other reason why we don’t just take the first response to that qualifying question is because it might only be a surface response. For example, it might seem like everyone is using the Internet just to shop price. That is so far from the case. Industry stats show that only 18%-20% of Internet shoppers are motivated solely by price. What does that tell you? All of those Internet customers that ask you what the price is… they actually have other wants and desires besides the price. Your job is to discover what those are. So, you should respond with a feel/felt/found rebuttal like: “Mr. Customer, I feel exactly as you do. Price is important to me too. As a matter of fact, most people feel the same way. That is why they are going online… to find the best price… and do you know what they have found? They found that by going to ABC Motors not only are they going to get the best price… they are also going to having an amazing experience in the process.” You might be saying, “Wow, that is way too much for me to remember.” You don’t have to remember all the words, just the concept. From there, it’s simply a matter of putting it in your own words. I am going to now give you two rebuttals for the remaining four top Internet expectations: Availability “Mr. Customer, that vehicle is definitely available. Now that you know you can have it immediately, what other factors are important to you in purchasing your next vehicle?”(If it is in allocation, you can get it through a dealer locate/swap or if you can order it from the manufacturer, it’s available.) **Over 80 percent of Internet prospects wind up purchasing something other than what they requested through an online initiative. Either they are upside down on the trade, can’t afford the vehicle, can’t afford the down payment or monthly payments or simply because the vehicle wasn’t available. So the idea is not to fight them over the phone. Let me be crystal clear, I am not saying to lie and say it is in stock or it’s available when there is no way you can secure the vehicle. I am saying if you can secure the vehicle, then it is available. “We are one of the largest Ford dealerships in the state of Florida; inventory is never an issue here. So what else is important to you in purchasing your next vehicle?” Convenience “Mr. Customer, we make it easier than ever for our clients to purchase a vehicle. We have two options for our online shopper. Option 1: We can offer free delivery to your home or office. Option 2: We can schedule what is called an expedited delivery process that means we handle most of the paperwork over the phone, schedule a time for you to come in for a final inspection, then move you quickly through our finance department. So, besides convenience, what else is important to you in purchasing your next vehicle?” Feel/Felt/Found: “Mr. Customer, I feel the same way you do. My time is important to me. As a matter of fact, most people feel the same way we do, which is why they are using the Internet to make it easier to purchase a vehicle. And they have found that by going onto ABC Motors.com not only are they going to have a no-hassle, easy experience, they are also going to get a great deal too. So, aside from convenience, what else is important to you in purchasing your next vehicle?” Research “Mr. Customer, an educated customer like yourself makes my job a lot easier. What else is important to you in purchasing your next vehicle?” “Congratulations, your research led you to us. Now, what else is important to you in purchasing your next vehicle?” Hate car salesmen/looking for a different way to do business: “Mr. Customer, it sounds like you had a bad experience before.” You want to be empathetic with the prospect. Remember, if you can get the prospect to like you, trust you, and believe you, he will buy from you. Find out what happened that left him with a bad taste in his mouth and then assure him that is not how you conduct business. Make him understand that you and your dealership are an integrity-based operation. “Mr. Customer, I can appreciate what you are saying but let me say this… there are good priests out there, there are bad priests out there. There are good police out there, and there are bad police out there. Unfortunately, there are less than professional car salesman out there, but you are now dealing with an automotive professional and I assure you that we (ABC Motors) run an integrity-based operation here.” Transition both rebuttals with… “With that said, what else is important to you in purchasing your next vehicle?” I would suggest that you call an Internet sales meeting or if you are a small Internet department, get the floor involved and start to brainstorm. Think of the various objections and expectations that come to you on a daily basis. After you have outlined your top five or 10 expectations, go around the room and everyone should contribute one to two rebuttals for each of the expectations/ objections. After you have a list of 30 to 40, vote on the top three to four rebuttals for each of the expectations/rebuttals. That will be your final word track list. So, if you have the top five expectations and I gave you two for each, if you come up with two more on your own then you will have a total of four per expectation. That is 20 word tracks in your arsenal. Now you need to train and drill them over and over until they are reflex and memory. You tell me how much more effective you would be on the phones if you first knew exactly what to say and when to say it. You would be on your way to becoming a phone Ninja. Sean V. Bradley
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Hi everyone! It's been a great 1st week back to Dealer Synergy and I have spoken with many of our clients so far for a phone training or just to say Hello! There is so much that can be done to get our dealerships ramped up for year-end, and I promise I will reach out to those of you I haven't spoken to yet very soon. I have been working on more material to help improve Dealer Synergy's action plan in keeping our dealers ramped up, and better than ever on the phones. With the economy constantly changing, I have new scripted rebuttals that will help our departments handle more types of customers.

Our phone trainings have been going great, and we have some new clients that will be able to take advantage of our brand new cirriculum of phone trainings to make you a "Appointment Ninja" faster than ever! Everyone that is fluent and already taking advantage of "the 10 steps" will get even better! It's the perfect time to start making the end-of-year "push" to really CRUSH the competition and finish the year with fantastic numbers (and PAYCHECKS!!).

As of now, I wish everyone a safe and happy weekend...and we all know the weekend is always better after having a BIG Saturday....so CONFIRM those APPOINTMENTS!! :)

Andy Fedo

VP of Training

Dealer Synergy

andy@dealersynergy.com

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