NetForum - Message Replies

Forum: Idea Exchange

Topic: Overcoming Objections

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.

Subject: get me approved before I come in
Reply Posted by: Michael Mallows (craftylistening@gmail.com )
Organization: Social Effectiveness Training
Date Posted: Wed Jan 7 5:04:15 2009
Message:
I know you posted your message a long time ago, but what an elegant solution!
It contains all the key components of Crafty Listening i.e.

Curiosity Responsiveness Assertiveness Focus Thoughtfulness and a YES attitude!
Excellent!

go well MM

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.