NetForum - Message Replies

Forum: Idea Exchange

Topic: Overcoming Objections

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

Subject: Draw their minds to an imaginary higher number
Reply Posted by: Randy Brooks (rbrooks@reachone.com )Toyota of Olympia
Date Posted: Thu Aug 1 22:58:24 2002
Message:
Customer has an imaginary higher number and we are just not there. We are facing either cut the deal ((No, says my paycheck)) or explain it all in a way that gets the customers mind off the low trade price. One, use the sales tax advantage here in Washington, if you live here, two make sure there are no cancellables (warranties, gap, etc.) If you can, do not let the customer interrupt you while you formulate these advantages. You've taken the time to listen earlier, now you must reason with control. Ask them the pregnant question. If I could show you, name off the value including all these things with the understanding from both of us that you don't care how I come up with a higher value you just want a higher value, Right? Wait slightly for a response, they'll say sure, and then get right back in there and start scribbling all over your dealership paper. Don't use a calculator, comment that I'm just not a human calculator but don't let them take over, keep getting little agreements but keep them off track enough that they cannot catch up, lead them all over the paper. Make kind of umm and uhhhum noises like you know just how it works. Wait for them to say, oh I see and explain aha, there it is see, even though we show you only $$ on the paper you really are getting $$ and then tick off about twenty reasons they don't want to sell it themselves like, (you're letting potential Ted Bundy types in your home.),cost of detailing, getting any necessary work done at retail prices, they also want to wheel and deal, you lose the tax advantage, explain about dealer financings convenience to the next owner. In short just bury them but keep roping them into agreement as you go. Then smoothly lead them from the issue of trade to the real issue, which is likely payment or the need to finance the balance. They really are just trying to push you around so avoid confrontation but get them to the next step.

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