E-newsletter – January – 2015
This Month’s Selling Principle:
Power Closing Phrases
Occasionally at our workshops, someone will bring up the subject of “power closing phrases”. The discussions that follow are very lively, quite humorous at times, loads of fun, and they include everyone sharing their own power phrases, their ideas about closing on the final objection, and experiences when using them.
What I thought I’d do in this month’s newsletter is share with you what I consider to be some of the “better” ones. By “better” I simply mean those techniques that should be able to be used by most, if not all, of us. Obviously, some of the techniques that were brought up at these workshops can only be effectively delivered by the person who shared them. I’ve tried to avoid those. So, here we go:
“All I can do is tell (you) the truth, I can’t force someone (you) to recognize it. So, shall we proceed?” (To toughen it up just use “you” language.)
“Please don’t mistake my enthusiasm for your business as pressure. I am hoping, though, that you’ll take action on this right now. Will you?”
“My job now is to simply make it easy for you to take action on a decision, frankly, you’ve already made. Shall we?”
“You know you like it, so why don’t you just go ahead and do it?”
“Please!” (Evidently, this one is more effective if we can tear up too!)
“The absolute worst thing that could happen is that my manager will be forced to sell your new car to someone else and you’ll simply be forced to drive home in the car you pulled up in. Right?”
“Let’s put this shopping chore behind you so you can start to enjoy your new car. Are you ready to?”
“By insisting on a “best price” quote without a commitment to buy today, what customers unwittingly do is force their salesperson to either guess about the numbers, or even worse, lie about them. I’m simply not willing to do either. However, with your commitment to own your new car today, should the numbers be agreeable to you of course, but with your commitment at the very least you’ll be able to get all the information you’ll need to make an intelligent decision, one way or the other, you can always tell us no. Okay?”
“Help me to help you.”
“In order for ANY negotiation to be successful both parties have got to win, right? How do you win? Yes, by getting potential profit in the form of a discount. How does my manager win? Right, by making a profit in the form of your business. In order to get what we want, we MUST to be in a position to give her what she wants. Otherwise, we’re not negotiating from a position of strength. That makes sense to you, yes?”
“That’s the way you’ve always done it before? It’s possible then… that you’ve ALWAYS paid a little bit more than you’ve had to.”
“Do you know how I get paid? Commission, that’s right. You know what the best part of commission sales is? The more excited I get you, the more money you pay, the more money I make! Isn’t that neat?! Do you know how much I get paid if you DON”T buy the car? That’s right, nothing. And you’re not going to buy it unless the price is right, are you? So, it works to both our advantage to (make the numbers right) negotiate from a position of strength.”
“This IS going to happen folks. I know it may not seem like it right now, but I’ve been here enough times to know how close we really are to an agreement. You WILL be driving home today in your new truck.”
“If we can’t work out the numbers that are agreeable to you, I wouldn’t expect you to do business with us. That’s fair, isn’t it?”
“I know you wanted your payment to stay the same, and I know $540 is a lot of money, but if $540 is too much for the car you’ve been dreaming about, how do you justify continuing to pay $500 for a car you don’t even want anymore?”
If you have others you’d like to share with me, by all means, please do send them along. In the meantime, however, we’ll probably be doing ourselves a great favor by adding these power phrases to our toolboxes. You never know, right? Eventually, having one of them at our disposal could mean the difference between making the sale or not!
So, until next time, be well, and do good work!
Michael D. Hargrove
“Put. That coffee. Down. Coffee’s for closers only.”
Blake (from Glengarry Glen Ross)
Objection of the Month: “I got you beat.” or “We’ve got a better deal somewhere else.”
These are just a few of the most common strategies shared at the workshops we’ve conducted all across North America and attended by thousands of the top sales people in our field. Please keep in mind that nothing works all the time, and no one thing will work for everybody. Each of these strategies, of course, need to be tailored to the individual user, to the specific customer, and the particular situation. Also, this is by no means the definitive work on overcoming this particular objection and it’s not intended to be.
a. “I’m sure there’s someone in this city who thinks less of their product, their dealership, the service they provide, or themselves as a salesperson, that would cut their price a little below ours. The true test of a good deal, however, is time. You won’t be sure you got the best deal until long after the price is forgotten.”
b. “I feel that we have the best dealership, the best product and the best people anywhere. Price is important of course, but there’s a lot more that goes into a good deal than price. You’ll get the best of everything right here. Now did you want it registered in your name or the business name?”
c. “Ms. Customer, you understand advertising don’t you? I don’t doubt you may have seen one, stripped down, advertised special in the paper sometime. It may not have been the color you wanted and it certainly wouldn’t have had the equipment this one does, the equipment you said is so important to you. Besides, these advertised strippies sell a lot faster than most people are willing to move. Chances are that it was gone long before you could have even got there. Now that we’ve found the right car specifically for your wants and needs, Ms. Customer, let’s work this one as close as we can to the budget you had in mind.”
d. “I was hoping you’d bring that up.” (That statement will usually peak their attention. We continue,) “Whenever anyone decides to open a business, they have a fundamental business decision to make. They must decide, ‘Am I going to do as much as I possibly can for all of my customers or am I going to do as little as I can get away with?’ And once they make that decision, it will permeate their entire organization, isn’t that true?” (By stopping to ask this question, we not only get our customer’s buy-in to this premise, but we also engage them in the discussion. So we continue,) “By the way, why do you think someone would decide to do as little as they could get away with?” (Same principle applies here, we now have our customer engaged. We sometimes may have to help them with this answer.) “Maybe to control operating expenses? So maybe they could undersell the competition a bit?” (When our customer agrees, we continue,) “Well, both are sound business strategies and both are used here in the (name your city) market. We’ve decided to do the former: both represent an excellent product AND provide outstanding service. Now, I know that sometimes we need to be flexible, so YOU tell me Mr. Customer, what would YOU rather us do for you … as much as we possibly can or as little as we can get away with?”
(If they pick “as much as we possibly can”, we congratulate them on an excellent decision and explain what they’ve decided to get for themselves by sharing with them our store’s competitive advantages. The beauty of this technique is that they’ve actually bought the “spiel” before we even present it!)
(If they pick “as little as we can get away with” and state, “I just want the best price!”, we respond with,) “Very well, Mr. Customer. In that case, I’m going to need a little help from you. Here’s what we normally offer all of our customers…” (and we list out all of our competitive advantages by writing them down. After we’ve listed them all down, we turn the paper around, facing the customer, and we say,) “Now, Mr. Customer, which of these services are you willing to exclude yourself from?” (Again, they get to hear the whole “spiel” because they’re going to have to “help us” with it. And it’s really hard for someone to exclude themselves from services they’ll want to take advantage of later on. Now they’ve justified paying us a bit more.)
e. “Great! Just give me the signed purchase order you got from them and I’ll show it to the manager. If it’s legit, we’ll work on getting as close to it as we can.”
f. “Mr. Customer, you’ve bought cars before and I think you’re intelligent enough to know that no businessman would discount his hottest product that much. It’s a shame that there still are people in my business that would send good folks like you on a wild goose chase with totally unrealistic figures just to come back and hear that they had made a mistake or that it didn’t include all the equipment you really wanted or some other B.S. Fortunately, that practice is becoming more and more rare. I’m sorry you folks had to be treated that way. Maybe we can get the manager to be a little more flexible though. Let’s see if she’ll throw-in a car cover or carpeted floor mats, which would you prefer?”
g. If they start to tell us what the other dealership said they’d do, stop them and say,) “No! Don’t tell me. It wouldn’t be fair for me to know. First let me present you with our figures and if those aren’t good enough, then you can tell me what the others guys are willing to do. Fair enough?” (This keeps us from chasing unrealistic figures and again lets our customer know we are confident about our numbers, easy to do business with, and are looking out for their best interests.)
Next month’s objection will be: “Just give me your best price.” We need YOUR input! Please forward your ideas on this one, or your suggestions on which objection to cover next, to firstname.lastname@example.org.
“In all human affairs there are efforts, and there are results, and the strength of the effort is the measure of the result.”
30 Qualities for Success
by: Zig Ziglar
Positive Mental Attitude,
Go ahead now. Look yourself in the mirror and claim these qualities! Do it for several weeks and you’ll notice a change in your life.
“Just like a ship wasn’t built to stay anchored, we weren’t born to sit still.”
Upcoming Public Events:
Retail Automotive Sales: The Professional’s One Day Workshop
Expanding Our Digital Footprint: How to use Video & Social Media (in the car biz)
“Completely revolutionary and valuable information that gives you a competitive advantage over your competition.”
Eric Lauritzen, Sales Rep. – University VW
“Great! I expected a lot and it exceeded my expectations!”
Peter Newman, Sales – Alan Webb Nissan
“AWESOME! You dragged me kicking and screaming into the entertainment age! God help the customers when I start sending them videos!”
Norine LeCroy, Internet Sales & Buying Agent – Dick Hannah Acura of Portland
Date(s): February 10th & 11th, 2015
Location: University Square Hotel (formerly the Piccadilly Inn Fresno University)
4961 North Cedar
Fresno, CA 93726
Click here for more info
Date(s): March 24th & 25th, 2015
Location: The Boise Hotel
3300 S. Vista Ave.
Boise, ID 83705
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