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The Steps to Change

Unconscious Competence = Mastery
Conscious Competence = Learning
Conscious Incompetence = Awareness
Unconscious Incompetence = Ignorance

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“In order to save you time, and to make sure we focus on what interests you the most, let me ask you a few quick questions.”

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First Impressions?

When they first pull up
When we first walk up
When we first greet them
Their last bad car buying experience

1) Our age
2) What we do for a living
3) Our level of competency
4) Whether or not to like or respect us

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a) Salutation
b) Introduction
c) Business Card

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a) Themselves
1) To suggest the right vehicle (build value)
2) To help them feel comfortable (build rapport)
b) Open Ended
c) Closed Ended

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a) Four Human Relations Basics
b) Active Listening
first element) Attentive Body Language
second element) Verbal Attends
third element) Leading Questions
fourth element) Restate

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a) Pacing
b) Leading

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a) Pacing Customer Temperaments or Behavioral Styles

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a) Neurolinguistic Programming
b) Visually
c) Auditorily
d) Kinesthetically

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a) Some are just knee jerk reactions or smoke screens
b) Some are simply “time outs”
c) Some are actual conditions of sale
d) All are a necessary part of the buying process

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a) Either ignore it or
b) Bypass it
c) Don’t try to overcome every objection as soon as we hear it

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“Mr. Customer, I won’t waste your time, and if we can’t find just the right car (make the numbers work) for you, I wouldn’t expect you to do business with us. That’s fair, isn’t it?”

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a) Listen to it
b) Restate it
c) Isolate it (in a closing scenario only)
d) Question it

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a) Answer it
b) Confirm it
c) Close (in a closing scenario only) or
d) Carry on

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a) Be where you are!
If you had only a few minutes to live, who would you call?
If you only had a few minutes to live, what would you tell them?

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a) Use the law of “Cause and Effect”
b) Use daily work plans

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a) Develop and use empowering self talk
b) Control and sustain focus
c) Control our physiology
d) Use emotional anchors
e) Exercise regularly
f) Manage our diet
g) Don’t abuse alcohol or do recreational drugs
h) Smile in the mirror

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a) Sing in the shower
b) Use daily, long term, and short term goal setting
c) Use affirmations and visualizations
d) Meditate daily
e) Continue to learn and grow