Master Certification – How to Overcome ANY Objection – Lesson 17

True or False:

If the Straight Forward method for overcoming an objection does not work, you should polietly exit the customer and move on.

True or False:

If you use an alternative method to Overcome & Assure a deal you do not need to follow the rest of the step to the Highway to Overcome ANY Objection.

True or False:

Alternative methods for overcoming objections are not ways to skip steps, they are additional tools available to you.

Select all that apply:

Which of the following are methods for Overcoming & Assuring the customer:

True or False:

The Boomerang method for overcoming objections is the art of taking the customers objections and turning it back around on them as a reason to buy.

True or False:

The Boomerang method is also known as the reversal.

Fill in the blank:

The __________ method is the art of taking the customers objections and turning it back around on them as a reason to buy.

Select the right answer:

“I appreciate your desire to do business with your local dealer for convenience reasons, however that is actually a reason to do business with us. We are a large company with dealerships conveniently located all across the country, including the city that you work in. As an added convenience, all our service departments offer pick up and delivery for all services at no extra charge. I am sure you will enjoy the having your new vehicle picked up, serviced, and then brought back to you, all while you are at work.” is an example of what method for overcoming an objection.

True or False:

The Question method for overcoming objections is responding to a customer’s objection with a question about the objection.

True or False:

To properly pull off the Question method for overcoming objections you must appear to not answer the customers concern or question.

Fill in the blank:

The __________ method for overcoming objections is responding to a customer’s objection with a question about the objection.

Select the right answer:

“I understand that you need to go home and think about this, it is a big decision. Let me ask you this, what do you think is going to change once you have thought about it?” is an example of what method for overcoming an objection.

True or False:

The Direct Denial method for overcoming objections is the process of pointing out the customers concern is based upon misinformation and providing proof and accurate information to resolve the concern.

True or False:

When using the Direct Denial method for overcoming objections you must be careful how you approach telling the customer they are wrong.

Fill in the blanks:

The __________ __________ method for overcoming objections is the process of pointing out the customers concern is based upon misinformation and providing proof and accurate information to resolve the concern.

Select the right answer:

“Unfortunately Mr. Jones, in today’s day and age information is everywhere and sometimes that information is not entirely accurate. According to a recent JD Power’s study, our vehicles rank the highest in initial quality. This is the fourth year in a row that we have won this award. Would you like a copy of this JD Power’s study?” is an example of what method for overcoming an objection.

True or False:

The Demonstration method for overcoming objections is showing the customer the correct or optimal way to use the product.

True or False:

When using the Demonstration method for overcoming objections you must always ensure that the feature is working and that you know how to use it prior to attempting to show it to the customer.

Fill in the blank:

The __________ method for overcoming objections is showing the customer the correct or optimal way to use the product.

Select the right answer:

“I felt the same way the first time I drove it. Then I realized that it has a 360-degree bird’s eye view camera system, allowing me to see my entire surroundings. Wow was it easy to park after that. Let’s me show you and I am sure you will feel the same way.” is an example of what method for overcoming an objection.

True or False:

The Feel, Felt, Found method for overcoming objections is an oldie but a goodie because it hits all the major points to overcoming a customer’s concern.

True or False:

The Feel step of the Feel, Felt, Found method is to acknowledge the customers concern letting them know that you heard them and that you can relate to how they are feeling.

Fill in the blank:

The __________ step of the Feel, Felt, Found method is to acknowledge the customers concern letting them know that you heard them and that you can relate to how they are feeling.

Fill in the blanks:

The __________, __________, __________ method for overcoming objections is an oldie but a goodie because it hits all the major points to overcoming a customer’s concern.

Select the right answer:

“I can certain understand why you would feel that way.” is an example of what step in the Feel, Felt, Found method.

Fill in the blank:

The __________ step of the Feel, Felt, Found method is to inform the customer that others have felt the same way initially and their initial thoughts are common.

True or False:

The Feel step of the Feel, Felt, Found method is to inform the customer that others have felt the same way initially and their initial thoughts are common.

Select the right answer:

“I felt the same way when I purchased my first car.” is an example of what step in the Feel, Felt, Found method.

True or False:

The Found step of the Feel, Felt, Found method is to inform the customer of the successful results that the others mentioned before had after purchasing the product.

Fill in the blank:

The __________ step of the Feel, Felt, Found method is to inform the customer of the successful results that the others mentioned before had after purchasing the product.

Select the right answer:

“I can completely understand why you would feel that way, Steve. Your sister Amanda felt that same way when I was selling her, the car she has now. She found that after having those extra features, she wouldn’t want to live without them now.” is an example of what method for overcoming an objection?

True or False:

The Superior-Point method for overcoming objections acknowledges that the customers concern is valid, however additional features and benefits make your product better for the customer.

True or False:

It is ok to bad mouth a competitor or competitor’s product if you know you are right.

Fill in the blanks:

The __________-__________ method acknowledges that the customers concern is valid, however additional features and benefits make your product better for the customer.

Select the right answer:

“That is true, Mr. Jones. However, it does not come with the Intelligent Key, the Apple Car Play or many of the other features that you said were important to you. I am sure when you take those items into consideration, you see how our vehicle is actually a better value.” is an example of what method for overcoming an objection?

True or False:

The Benefit Offer method for overcoming objections presents the customer with additional benefits in doing business with you.

True or False:

The Benefit Offer method for overcoming objections typically revolves around the product and not you & the dealership.

Fill in the blanks:

The __________ __________ method for overcoming objections presents the customer with additional benefits in doing business with you.

Select the right answer:

“ABC Dealership is a good dealership and a lot of my customers used to do there business there as well. However, once they found out how easy it is to do business with us they moved their business to us. We offer low-price guarantee, so you will have the confidence that you are getting the best deal in town. Additionally, our commitment to you doesn’t stop after you purchase from us. I personally will come pick your vehicle up for service, drop off a loaner vehicle, and bring it back serviced with a complimentary car wash. I am sure you can see the same value that my other customer did.” is an example of what method for overcoming an objection?

Select all that apply:

Which of the following are offers to use in the Benefit Offer:

True or False:

The Third-Party method for handling objections is when you use a neutral source to help sell your product and overcome the customers concern. The third-party source could be a person, website, or publication.

True or False:

An example of a Third-Party source would be getting your manager involved.

Select all that apply:

Which of the following are examples of Third-Party sources:

Fill in the blanks:

The __________-__________ method for handling objections is when you use a neutral source to help sell your product and overcome the customers concern. The third-party source could be a person, website, or publication.

Select the right answer:

“I can completely understand your concerns Mrs. Jones. Our dealership is one of the highest Yelp dealers in the area with a 4-star rating. Additionally, here are some customer testimonials about me personally. This should help make you comfortable doing business with our dealership and myself.” is an example of what method for overcoming an objection?

True or False:

The Long Play method for dealing with objections begins when you first meet the customer and continues throughout the sales process. During this process you will ask the customer small non-confrontational trail closes.

True or False:

The Long Play method for dealing with objections begins when you first begin negotiations.

Select all that apply:

Each “Yes” that you get during the Long Play method for overcoming objections will:

Select the right answer:

Customer: “I need to go home and think about it.”

Salesperson: “You explained to me that you and you family are getting to take a big trip next weekend. Did I get that right?”

Customer: “Yes.”

Salesperson: “And, Steve, didn’t you tell me earlier that your current vehicle is in need of repairs?”

Customer: “Yes.”

Salesperson: “We have already discussed that you can afford the vehicle. So, what could you possibly need to think about, let’s wrap this up so you and your family can enjoy your new vehicle on your vacation.”

Is an example of what method for overcoming an objection?

Place the following steps for handling customer concerns or NDR’s in the proper order:

True or False:

You must always acknowledge the existence of your concern regardless if it is invalid or Natural Defensive Reaction. Ignoring the customers concern will only irritate them and put distance between you.

True or False:

You need to examine the customer’s concern more closely by asking questions designed to gather information to help with satisfying the customer’s concern enough to transition forward with the sale.

True or False:

You will take the information gathered in the Explore step to meet the expectations of the customer’s concerns or a least resolve them to a point where they will move forward with the transaction.

True or False:

You will use a trial close question to gain a “yes” and verify that you satisfied the customer’s concern enough to continue forward with the sale.

True or False:

The REST method is meant for handling invalid objections and natural defensive reactions.

Select the right answer:

Salesperson: “I understand that you are not buying anything today. Most of the customers I meet for the first time come here to gather information. Is today an information only day?”

Customer: “Yes, that’s exactly what today is.”

Salesperson: “Sounds good to me. I will get you all the information that you are looking for. Not only will I get you price, down payments, payments, and even a value on your vehicle. How does that sound?”

Customer: “That sounds excellent.”

Is an example of what method for overcoming an objection?