Welcome to this week’s Objection of the week, I’m Dave Benson I was recently in Bali and when you shop at the markets and you know you can haggle hard for ...
BTW Colin, your point was well taken and I appreciate your feedback.
Colin: Normally I would agree with your comment, however; in this case I might differ a bit considering the customer is already agitated. This is where a closed ended statement focuses the customer on the fact you are going to help them get the best price while gauging the response as concrete or movable. For example: (a) the customer repeats the, "I just wants your best price!" then we know the conversation is concrete (unmovable) or (b) the customer's reply is, "I appreciate that can I just get the price?" The statement suggest the customer wants to be in control, at least until they get their answer. The question suggest a "buying question" and the two require completely different approaches. Again, most time I would agree with you, but there are always exceptions to the rule and I try to NEVER say NEVER.
by the way, thanks Jeff! Sorry, I'm a newb to DE
we definitely have different opinions on phone handling. I train my reps never to ask closed ended questions like do you mind if I ask you a few questions?
The "no problem" stated in the video is one of the best best ways to defuse the customer. That one comment says to the customer, "I'm here to help." So, great advice.
Having had a good bit of hands on experience in automotive and other vertical telephone sales, It's been my experience that getting the customer in to the dealership requires meeting that particular customer where they are at that moment in the process. This requires listening for key indicators and capitalizing on them. It's been my experience that asking the customer for their permission to ask additional questions followed by the benefit ("In order that I might help you to save even more money, do you mind if I ask you a few questions?") will greatly increase your ability to go from demanding to cooperative. This is no different then selling features and benefits when demoing the vehicle. You have to have customer buy-in or it just isn't going to work. It's ironic how it all goes back to the basics of selling. In the example in the video, it has everything to do with the old adage, "customers don't buy cars they by the salesman" is more true than in person. Impressive videos! Keep them coming.
the focus should be a one call close sans a manager to. No saying this is a "bad" wordtrack, but I believe there are far more effective ways to control the conversation to build value in setting and keeping an appointment
" the best price is the price you and my manager agree on"...this will just make the customer say "then let me speak with your manager" or "have your manager get you the best price and call me back. The call has to be far more controlled or this will spiral out of control and lead to a bad customer experience and no appointment.
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