NetForum - Message Replies

Forum: Idea Exchange

Topic: Closing Encounters

Posted by: Paul Savage
Date posted: Sun Jun 28 2:56:23 EDT 1998
Subject: Need My Husband
Message:
I recently had a customer tell me that she needed to talk with her husband before she could buy. This was after she had committed and we went through the negotiating process. What should I have told her?

Subject: Need My Husband/Wife
Reply Posted by: Michael Hargrove (mhargrove@bluinc.com )
Organization: Bottom Line Underwriters, Inc.
Date Posted: Sat Jan 30 0:00:32 EST 1999
Message:
Here are some of the ways sales people around the country tell us they handle this. Some try to go get him, then they try to call him, then they try to take it to him, then they BCA (puppy dog close) them. Some work the deal "subject to husband approval" (this always takes management approval and actually voids the contract in some states). Some review with the customer how the vehicle fits their wants and needs and then makes sure it's a real objection, like this: "Okay, Mrs. Customer, let me make sure I got this right. The car is for you, I mean you'll be the primary dirver, right? You've been thinking about this car for the last few months, and it's your reward for your new job, right? It's equipped the way you wanted it, and it's the color you didn't even think you'ld be able to find. Everything else is fine but you just want your husband involved in the decision, is that right? Okay, let me ask you something, what if he tells you you can't have it?" One of three things will happen, 1) she'll say that she won't get it then (but we already have "no" anyway so we haven't lost anything) 2) she'll say that he won't tell her that or that she'll get it anyway (we go ahead with the transaction then) 3) or she says something like "Oh yeah huh? Hummmmmm..." In which case we gently remind her that sometimes it's easier to ask for forgiveness than it is to ask for permission, and see if she'll proceed without him.There are a few other ways too, like narrowing down the objection to either price or payment and then trying to gain a committment in the appropriate area. And some simply set the appointment to bring back the husband. The main thing we need to do is try to make it easy for our customers to do business with us. Often that means "today", sometimes that means later. Either way, we need to give our customer every opportunity to put their shopping chore behind them so they can start to enjoy their new car. Sometimes that means giving them reasons and a way to do business with us today.

Bottom Line Underwriters, Inc.
Toll Free: 1-888-My Success
Fax: (503) 638-0602
P.O. Box 1218
Lake Oswego, OR 97035
E-mail: editor@bluinc.com

Copyright © 1998 by Bottom Line Underwriters, Inc.