This Month’s Selling Principle:
Incoming Phone Inquiry – Specific Unit Video
The use of video as a personal communication device has been trending for some time now. I was asked how to use it for customers who call in asking about a particular vehicle. Here’s the talk track, with fall back positions, directly from our Telephone Selling Skills workbook. Use it to your and your customer’s advantage.
Incoming Phone Call Script (Specific Unit – Video)
1) Thank you for calling A B C Motors, ________ speaking. Let’s make sure we get/got you to the right department. Were you looking for new vehicles or pre-loved? (Wait for our customer’s response.) And were you looking for information on availability, pricing, or maybe both? (After prospect identifies need) Okay, great, I can help you with that. In order to respect your time and to provide you the highest level of service, may I ask you a few quick questions? (Start to determine their needs)
2) (After prospect asks about specific unit) It was here this morning but I don’t want to give you bad information, so I’ll go out and make sure there isn’t a reserve on it. And as long as I’m going out there, I’ll just shoot you a quick video of the vehicle. What would you like to see? (After repeating back what our prospect asked to see) I’ll just text it to you, what’s your cell number? And just in case you want to see it on a bigger screen, I’ll e-mail it to you too. What’s the best e-mail address for you?
3) I plan to get this back to you in the next few minutes, do you anticipate being free, or would you prefer that I reach back out to you in a half an hour or so?
4) (If prospect asks, “You can do that?!”) Yes, I can and I’d be happy to do that for you! What would you like to see? (Then we go back to the second half of step 2)
(If prospect is reluctant) It won’t take me long, and that way if it’s not something you’d like, it’ll save you a wasted trip out here, and if it does work that would be a good thing for both of us, but either way, at least we’d know. So what’s your cell number?
5) (If prospect is still reluctant) Sir/Ma’am, I won’t waste your time, and if we don’t have just the right car for you, I wouldn’t expect you to do business with us, that’s fair isn’t it? So, what’s that cell number?
6) (If prospect is still reluctant, go for the appointment) Very well, that’s okay. I’m free today at ___________ or ____________. Which is better for you?
7) OK, let me write that down. ___________, this afternoon/evening. Do you know where we are located? (Know the best routes to the store beforehand!)
8) Do you have a pen handy? (Wait for acknowledgment.)
9) Please write my name down. My last name is spelled (slowly) __ __ __ __ __ __ __. And my first name is ______________. Just drive up to the showroom floor, come inside and ask for me and someone will point me out, Okay? Also, if something changes at your end and you can’t keep our appointment, would you please let me know?
10) Thank you and if something changes at my end I’ll return the courtesy. Are you calling from your cell or work? And the number is?
11) And would you slowly spell your last name for me? Your first name?
12) That’s tonight at ___________ (time) to __________ (summarize the reason to show up). I’ll see you then and thanks again for calling Mr./Ms. _____________!
Until the next time, be well, and do good work!
Michael D. Hargrove
“He’s best served who serves best.”
Objection of the Month: “This is the first place we’ve shopped.”
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. “Well, let’s see if we can’t make it the last place too!”
b. “Why did you pick this place first?” then, “Why else?” and again, “Any other reasons you chose us first?” Then finally, “Those all sound good reasons to do business with someone, don’t they?”
c. “Isn’t funny how our first instincts are usually the best?”
d. “All new cars are a heck of a lot of money, aren’t they? Too much money for anyone to settle for their second choice, don’t you agree? Well, let’s make sure you won’t have to “
e. “Thank you very much for choosing us first!”
f. “You’ve found the right car, in the right color, with all the right equipment and at the premiere dealership in the city. All that and we got it to fit within your budget too! Are you always this lucky? Let’s put this shopping chore behind you so you can start to enjoy your new car!”
g. “This car is very expensive, isn’t it? Actually, all new cars are lots of money, aren’t they? You know Mr. Customer, they’re too much money for you to have to settle for your second choice, wouldn’t you agree? Well, this must be your first choice since you shopped here first. So, let’s put this thing to rest shall we?”
h. “So, for all practical purposes, this car fits you perfectly, right? You just need to look around to satisfy your curiosity. Mr. Customer, it sounds like you’re simply having trouble accepting the fact that you fell in love on the first date, am I right? Love at first sight DOES happen and usually it turns out to be a great romance. This one will be too. Now, press hard, you’re going through four copies!”
i. “Whether it’s the first or last place you shop, your decision comes down to three basic questions, may I share them with you? (Wait for their answer) “Number one, does this vehicle give you what you want?” (Wait for their answer) “Number two, can you afford it?” (Wait for their answer) “Number three, am I the kind of person you want to help you with this decision and to support you through the entire ownership experience?” (Wait for their answer) “Since you’ve answered yes to all three, I just need your okay right here.”
Next month’s objection will be: “I need to shop other cars first.” We need YOUR input! Please forward your ideas on this one, or your suggestions on which objection to cover next, to email@example.com.
“I only play well when I’m prepared. If I don’t practice the way I should, then I won’t play the way I know I can.”
“How To Tell When You’re Rich”
— by Harvey Mackay
When I was a kid in Minnesota, watermelon was a delicacy. One of my father’s buddies, Bernie, was a prosperous fruit-and-vegetable wholesaler, who operated a warehouse in St. Paul.
Every summer, when the first watermelons rolled in, Bernie would call. Dad and I would go to Bernie’s warehouse and take up our positions. We’d sit on the edge of the dock, feet dangling, and lean over, minimizing the volume of juice we were about to spill on ourselves.
Bernie would take his machete, crack our first watermelon, hand us both a big piece and sit down next to us. Then we’d bury our faces in watermelon, eating only the heart – the reddest, juiciest, firmest, most seed-free, most perfect part – and throw away the rest.
Bernie was my father’s idea of a rich man. I always thought it was because he was such a successful businessman. Years later, I realized that what my father admired about Bernie’s wealth was less its substance than its application. Bernie knew how to stop working, get together with friends and eat only the heart of the watermelon.
What I learned from Bernie is that being rich is a state of mind. Some of us, no matter how much money we have, will never be free enough to eat only the heart of the watermelon. Others are rich without ever being more than a paycheck ahead.
If you don’t take the time to dangle your feet over the dock and chomp into life’s small pleasures, your career is probably overwhelming your life.
For many years, I forgot that lesson I’d learned as a kid on the loading dock. I was too busy making all the money I could.
Well, I’ve relearned it. I hope I have time left to enjoy the accomplishments of others and to take pleasure in the day. That’s the heart of the watermelon. I have learned again to throw the rest away.
Finally, I am rich.
“The key to wealth is to be more valuable.”
Upcoming Public Events:
Retail Automobile Sales : The Professional’s One Day Workshop
“Great workshop! It’s nice that is wasn’t only a lecture. It was easy to relate to and the topics are related to present time, not outdated or even over-taught. I’m very excited to study and train under Michael!”
Michael P. Scheitlin, Salesman – Titus-Will Ford/Toyota/Scion
“What a great seminar! I got so much from this workshop: basics, advanced techniques, and even life skills. I can’t wait to implement the skills, techniques, and life decisions we went over today!”
Zaire Watkins, Sales/Leasing – Hinshaw’s Acura
“This opened my eyes to multiple different ways to approach objections, as well as the life planning section. Although it wasn’t requested, Michael touched on this subject and I’m glad he did because personally I may find this section the most useful of all!”
Daniel Armitage, Sales & Leasing – Burien Toyota
Date(s): May 14th & 15th, 2019
Location: Best Western Tacoma Dome Hotel
2611 East E Street
Tacoma, WA 98421
Date(s): July 9th & 10th, 2019
Location: Embassy Suites Hotel – Seattle North
20610 44th Ave. West
Lynnwood, WA 98036
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