Master Certification – How to Overcome ANY Objection – Lesson 1

True or False:

A SELLING OBJECTION is when a customer says ‘No’ to buying the vehicle.

True or False:

You must learn to accept a sales objection as a challenge.

True or False:

Selling objections should be taken personally and need to be handled accordingly.

True or False:

Presenting total cost of ownership savings is a way to overcome the ‘Price’ objection.

True or False:

When a customer has money concerns you should offer a discount to ensure you don’t lose the customer.

True or False:

Once you begin to start discounting the customer always believes there is more.

True or False:

The best way to overcome a product objection is to know what is most important to the customer.

True or False:

It is ok to speak negatively about a competitors product as long as it is true.

True or False:

Vehicle objections tend to be unspoken or hidden.

True or False: 

Third-party information should not be used to overcome product objections.

True or False:

Dealership objections can be just as much about your competitor’s dealership as about yours.

True or False:

It is ok to speak negatively about a competitors dealership as long as it is true.

True or False:

Customers may have objections about you.

True or False:

Objections about you are very difficult for the customer to be honest about it.

True or False: 

If you get the feeling that a customer will not move forward with the sale, you should confront the customer about it.

True or False:

A time objection can be about actual hours and minutes the customer has available.

True or False:

The timing of the sale can cause customer concern because it does not coincide with the customers plans and budget.

True or False:

Lack of Certainty is nothing more than a customer looking for more information to raise their confidence in making the right decision.

True or False:

A customer must be at a 10 on the certainty before they will buy.

True or False:

Lack of Certainty and Buyer Clarity are the same thing.

True or False:

Building value in what is important to the customer can help with increasing the customers level of certainty.

True or False:

Sometimes you will need to re-present and re-demonstrate the product to raise the customers level of certainty.

Select the right answer:

Ways to increase a customers level of certainty include:

True or False:

Buyer clarity is the degree of confusion in the customers mind.

True or False:

Buyer Clarity and Lack of Certainty are two completely different objections.

True or False:

In order to increase a customers clarity, you must begin with the Customer Profile.

True or False:

Allowing the customer to go think about two options gives them an excuse to leave and go get sold by someone else.

True or False:

The best way to overcome Third-Party Information is the internet.

True or False:

Not Enough Information is when the customer is looking for reliable information to make a decision.

True or False:

Third-Party Information is when a customer is looking for validation of their decision.

True or False:

The key to overcoming Not Enough Information objections is providing the customer with the information they are looking for.

True or False:

When a customer has “No Need” they will not buy.

True or False:

When a customer has “No Need” there will be times that you should politely tell them that you will stay in touch and move on.

True or False:

In order to sell a customer with a “No Need” you must create a “want.”

Select all that apply:

To sell a customer with “No Need” you must:

True or False:

A Red Herring is a pungent smelling fish.

True or False:

A Red Herring is a customer’s way of distracting you from what they are really feeling or to protect their self-interests.

True or False:

Red Herrings can be intentional and unintentional.

True or False:

An unintentional Red Herring is similar to a Natural Defensive Reaction.

True or False:

Red Herrings are rational reasons for not buying.

Select the right answer:

An OBJECTION is:

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A SELLING OBJECTION is:

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If a customer is objecting and not rejecting then:

Select all that apply:

Money objections include:

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Building value includes:

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Contract & Terms objections can include:

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Contract & Terms objections can be about:

Select all that apply:

Vehicle objections can include:

Select all that apply:

Vehicle objections can be about:

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Dealership objections can be about:

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Dealership objections can include:

Select the right answer:

Ways to handle dealership objections include:

Select all that apply:

Ways to overcome objections about you include:

Select all that apply:

Time objections can include:

Select the right answer:

Time objections can be about:

Select the right answer:

Ways to overcome time objections include:

Select all that apply:

Lack of Certainty objections can include:

Select all that apply:

Buyers Clarity objections can include:

Select all that apply:

The following are ways Third-Party Information can cause objections:

Select all that apply:

Conflicting Third-Party Information objections can include:

Select all that apply:

Lack of Third-Party Information objections can include:

Select all that apply:

Not Enough Information objections can include:

Select all that apply:

The following are Red herring Distractions:

Select all that apply:

The following are Red Herring Protections:

Fill in the blank:

_________ objections include price, down payment, monthly payment, total of payments (including interest), trade value, even their vehicles payoff.

Match the objection subject to the definition:

Fill in the blank:

When a customer has money concerns you must start with emphasizing __________.

Match the following:

Match the category to the objection:

Match the objection subject to the definition:

Match the category to the objection:

Fill in the blank:

Your __________ Manual is the best way to overcome Third-Party Information Objections.