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Forum: Idea Exchange
Topic: Overcoming Objections
Topic Posted by: ModeratorOrganization: Bottom Line Underwriters, Inc.
Date Posted: Fri Feb 13 23:35:50 EST 1998
Topic Description: Here's where we share ideas on how to overcome the objections we all face day to day. Include the common ones, the tough ones, the rare ones, and the bizarre.
Posted by: Randy May (rmay@dickscountrydodge.com )
Organization:Dick's Country Chrysler Jeep Dodge
Date posted: Fri Oct 12 22:42:47 2007
Subject: get me approved before I come in (from a distance) and the desk agreed!!!
Message:
This is an odd one and had me vexed and frustrated. I had a customer about 3 hours away with bad credit, on too much used vehicle and a trade in that we had not appraised. He did not want to drive in until he knew he could buy what he wants for the payment he wants. I was already certain he could not. I needed him here to be able to do my job, which is sell and over-come. The other issue, my desk mgr. does not want me to bring him in either. He thinks it is a waste of the guy’s time and says he feels bad about bringing the guy in. I have had too many deals where impossible deals are now in someone's driveway. In fact the desk tells me if I bring him in, he will tell him he should have gotten us the full credit application and gotten approved before coming in. I know this takes the deal from a small chance to no chance as there is a lot of work to be done with the customer before we even get to the credit approval step. I also know that me telling him he had to come in and the desk telling him he should not have come in, after he did, would compromise mine and the dealerships integrity and reputation. So… I did this. I called the customer and said "sir" we are in a tough spot. I have two managers here arguing over what you should do. Both have great points and both contain risks for you. I figured if we are trying to decide what you should risk, you should be involved, does that make sense to you? He agreed it did. I began, one manager is concerned about wasting your time if you drive 2+ hours here and we can not do anything to help. I said, "I am sure you understand that concern." The customer agreed he definitely understood that concern and shared it. I said the other manager is concerned that you have the best chance at getting approved and at the best interest rate and lowest payment. He knows we will risk that by not presenting our best foot forward to the lender on your behalf when we initially submit your application with trade-in numbers that are guesses, maybe even lower than they have to be, along with us choosing a vehicle that you may not approve of when you arrive. I told the customer one manager wanted to get all his information, copies of DL, copies of pay stubs and phone bills and try to put together as complete a package as possible to present to the lender. This is not the best formula for lowest payment or best loan terms, but it would ensure he did not waste any time. The other manager wants me to ask you come in. He knows there is a risk you it will cost you a couple hours but he does not want to risk your chance of approval or if approved the best rate or payment. I can see both sides, can you? He agreed he could. “So,” I said “I figure if we are going to risk something of value to you, you should be the one to decide.” He agreed. So I asked, “Would you rather me risk a couple hours of your time or risk your loan approval and best payment???” The customer is coming in tomorrow. The desk is happy as the customer chose to come in rather than us telling him to come in. I am really happy because I figured out another way to get someone in, which is always the best answer in my book. Best for the customer and the dealership.
| Michael Mallows | Wed Jan 7 5:04:15 2009 |
Posted by: lion mccoy (lionmccoy@yahoo.com )
Organization:santa monica mitsubishi
Date posted: Mon Mar 15 12:50:42 2004
Subject: Side Airbags
Message:
customer drives up from orange county to see our used PT cruiser(about a 1 1/2 hour drive).cust. says car is for his daughter and it must have side airbags. our PT cruiser is w/out side airbags. oh yeah she only wants a PT cruiser
and she could careless if it has side airbags or not.
| Michael Hargrove | Mon Mar 15 18:44:33 2004 |
Posted by: Brian Tran (hoangvu07206@yahoo.com )
Organization:Ron Tonkin Nissan
Date posted: Tue Jan 21 20:04:00 2003
Subject: Overcome Objections
Message:
AS A SALESPERSON YOU WANT TO MAINTAIN a climate of concurrence by keeping the door open and figuring out ways to deal with any objection as it comes up.
Listen carefully to whatever your prospect's objection may be. Your response should be positive, such as,"I'm glad you brought that up." The best way to approach an objection is to treat it as a request for more information. It is important to try to narrow down the issues that are holding your prospect back. The best salespeople view objections as an opportunity rather than a problem. Viewed is in this light, an objection present an oppportunity for you to work closely with your prospect to resolve a problem or difficult situation. Going through this type of experience toghether is a way to accelerate the process of bonding, building mutual trust, credibility, and respect. I hope this will help you in many way, Good luck !
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| Chris Parra | Thu Aug 1 22:52:43 2002 | ||
| Gordon Despot | Mon Oct 3 6:18:55 2005 |
Posted by: jose rodriguez
Date posted: Thu Aug 1 23:10:35 2002
Subject: I Had A Bad Experience With Your Company.
Message:
Any ideas on this one? I had a bad experience with your company.
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| Chris Parra | Thu Aug 1 23:17:41 2002 | ||
| Minh Dang | Mon Nov 18 11:40:53 2002 | ||
| Gordon Despot | Mon Oct 3 6:25:30 2005 |
Posted by: Randy May (dickscountrydodge@yahoo.com )
Organization:Dicks Country Dodge
Date posted: Thu Aug 1 23:08:31 2002
Subject: It Is Too Expensive
Message:
I used the following idea to deal with a possible payment objection.
Based on my clients transportation needs she had chosen a Dodge Caravan. Based on her negative equity position and monthly budget and current incentives we had only one that would fit. It did not have all the equipment she wanted. We then chose one she liked better. Still on the lot she said to me, "This one is too exspensive, it won't fit my budget" I responded, "Because it has more equipment than the other one, it will be more. Let me show you the options I can and you decide which one fits in your budget better." I recapped, re-committed and we preceded inside to finish the purchase. Leaving her feeling in control of her purchase erased her objections and allowed us to get on with it.
| Joe Parker | Mon Feb 3 7:55:16 2003 |
Posted by: Joe Boyer (jboyer@ocslink.com )
Organization:Neil Norton Cadillac/Pontiac
Date posted: Wed Jun 30 3:37:24 EDT 1999
Subject: "I Was Offered More For My Trade At..."
Message:
When discussing trade-in value, the customer frequently acts offended and says "XXX across town already offered me (unrealistic amount) more than that!" or "If I can't get (unrealistic amount) for my car, there's no deal." Any suggestions would be appreciated. Joe Boyer
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| Paul Savage | Sun Jul 4 12:59:51 EDT 1999 | ||
| Dalton Evans | Sat Mar 10 0:16:48 2001 | ||
| Randy May | Sun Sep 2 14:44:44 2001 | ||
| Randy May | Sun Sep 2 14:59:23 2001 | ||
| Randy May | Sun Sep 2 15:46:55 2001 | ||
| Randy Brooks | Thu Aug 1 22:58:24 2002 | ||
| Elliott | Fri Apr 18 21:45:33 2003 | ||
| Jon Park | Wed Jul 9 20:48:11 2003 | ||
| Mike Newby | Tue Apr 3 9:05:29 2007 |
Posted by: Michael Hargrove (mhargrove@bluinc.com )
Date posted: Mon Feb 16 6:33:53 EST 1998
Subject: "I Can Get It Cheaper Somewhere Else."
Message:
How do you handle this one?
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| Paul Savage | Wed Mar 11 22:23:09 EST 1998 | ||
| Christopher | Thu May 20 13:01:09 EDT 1999 | ||
| walter garcia | Sun May 23 2:46:31 EDT 1999 | ||
| Paul Savage | Sun May 23 4:25:54 EDT 1999 | ||
| Katrina Souder | Thu Nov 9 10:44:47 2000 | ||
| Ralph Goodwin | Thu May 17 19:58:59 2001 | ||
| Gordon Despot | Mon Oct 3 6:01:05 2005 | ||
| Ron | Wed Dec 14 19:38:00 2005 |
Posted by: Michael Hargrove (mhargrove@bluinc.com )
Date posted: Mon Feb 16 6:34:36 EST 1998
Subject: "I'm Just Looking."
Message:
Here's our favorite! Have at it!
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| Chris Parra | Tue Feb 17 17:39:28 EST 1998 | ||
| Joe Boyer | Sun Jun 27 23:17:18 EDT 1999 | ||
| Michael Hargrove | Mon Jun 28 13:19:29 EDT 1999 | ||
| Randy May | Mon Oct 25 4:25:59 EDT 1999 | ||
| Todd A. Fee | Sun Mar 5 5:07:47 EST 2000 | ||
| Chance Henderson | Thu May 18 10:17:12 EDT 2000 | ||
| Brian Tate | Thu May 31 22:15:21 2001 | ||
| Joel Wasti | Mon Jul 2 7:49:33 2001 | ||
| Jo Walker | Mon Jan 7 17:02:06 2002 | ||
| brian golia | Thu May 2 2:29:30 2002 | ||
| Brett Olivas | Tue Oct 29 17:13:18 2002 | ||
| Ken | Tue Nov 12 11:46:29 2002 | ||
| Scott Cole | Tue Jul 19 14:02:18 2005 | ||
| maggie nikitas | Sat Oct 15 15:31:36 2005 | ||
| AJ AGER | Thu Mar 2 8:04:28 2006 | ||
| steven alva | Wed Jun 7 17:57:17 2006 | ||
| Tom Fohr | Tue Jul 11 10:30:51 2006 | ||
| paul | Sun Oct 11 19:33:14 2009 |
Posted by: Michael Hargrove (mhargrove@bluinc.com )
Date posted: Mon Feb 16 6:35:23 EST 1998
Subject: "I Have To Think About It."
Message:
I'd like to read about all the different ways this one is handled.
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| Chris Parra | Sun Apr 25 1:44:17 EDT 1999 | ||
| Christopher | Thu May 20 13:03:56 EDT 1999 | ||
| Ben Phillips | Wed Jul 7 0:37:43 EDT 1999 | ||
| Michael Hargrove | Wed Jul 7 0:47:47 EDT 1999 | ||
| Dave Sofi | Fri Jul 23 10:53:21 EDT 1999 | ||
| Michael Hargrove | Fri Jul 23 13:50:17 EDT 1999 | ||
| bobby | Thu Jan 24 2:27:54 2002 | ||
| Brian Golia | Thu May 2 2:45:11 2002 | ||
| greg fannin | Mon Jun 3 19:44:27 2002 | ||
| Eugene Karasyk | Mon Jun 3 21:00:28 2002 |
Posted by: Michael Hargrove (mhargrove@bluinc.com )
Date posted: Mon Feb 16 6:36:23 EST 1998
Subject: "I Need To Shop Other Places First."
Message:
Let's hear how you handle this objection.
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| Chris Parra | Tue Feb 17 17:41:06 EST 1998 | ||
| Paul Savage | Tue Feb 17 17:42:15 EST 1998 | ||
| Tom Wittman | Thu Nov 4 12:12:53 EST 1999 | ||
| Paul Savage | Thu Nov 4 12:27:43 EST 1999 | ||
| Tom Fohr | Tue Jul 11 10:50:23 2006 |
Bottom Line Underwriters, Inc.
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