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Question 1

I need to think about it

Answer 1

I completely understand, I haven’t given you enough information not to think about it, so what I would like to do is give you a quick 5 minute proposal of all the facts and figures so when you go home tonight, you truly have something to think about. Would that be fair? (Shake hand)

Question 2

(After giving the 5 minute proposal) hey I really appreciate it thanks for showing me all the numbers but I still need time to think about it

Answer 2

hey I appreciate that I understand, I been doing this a long time, and what I’ve learned is people say I need to think about it, it’s usually 1 of two things; now usually it’s either number one, the car, which I don’t believe it’s the car, you told me you love it, we went on a test drive and had a great time, number 2, I believe is what it would be which would be something’s wrong within the numbers of the deal, so what is it that’s concerning you the most would it be the price, the payement, or the trading value? Which one would it be?

Question 3

I have a few more cars to look at

Answer 3

Yeah I completely understand, let’s say you already checked out the other three vehicles, and mine, was the last one you were looking at.

What would be the deciding factor in which vehicle you would purchase? Would it be the car itself, regardless of the deal we gave you, or would it be the car the dealership gave you the best deal on? Which one?

«Probably the best deal» (if they say the car, then say if it would cost you 10,000$ more than you would like, it would probably be the deal correct?)
Exactly so it’s not a matter of if you buy, but when you buy. And when you buy it’s when the deal is right, correct?

Awesome, so let me show you a quick 5 minute proposal of all the facts and numbers, and then, it’s completely your decision. Is that fair?

Question 4

I like the car but the miles are too high

Answer 4

I can understand how It may seem that way, however, if you would’ve purchased a vehicle with lower mileage, you’d have to spend more money.

Look, if you drove both vehicles for a 3 year period, which one would you end up owing more money on?

The one with fewer miles of course, because our vehicle, with a little higher mileage, the biggest part of the depreciation cycle has already been taken into consideration.

So when you look at the bigger picture, you won’t be upside down on our vehicle, but the other one, you most likely will be.

So going with the highly rated vehicle, like ours, with a few more miles, is definitely the smartest way to go if you’re looking to save some big money now, and later.

Question 5

We’re not buying anything today we’re just looking (after test drive)

Answer 5

Cool you know what, most people aren’t, right?
But the idea of it is, is that your times important to you, would you agree?

So, buying a vehicle is something that’s important to you, because there’s lots of other things you should be doing, other than being at the car lot am I right?

But the facts that you’re here, that just shows that you DO want to purchase something, but you have to find something that you like?

You guys DID just find something you like, so it’s not a matter of if you buy, but when, and the when is when the deal is right, right?

So i know you didn’t come prepared to buy, but guess what, if you find something that you like and there was a deal you couldn’t say no to, then maybe it’d be worth looking at, would you agree?

Look if I could save you some time and money would that offend you in any way?

Awesome then follow me inside!

Question 6

I want my dad to look at the car before I buy it (never get dad involved)

Answer 6

Totally get it. First of all, look, I’ve been doing this for a long time. We know what your dad’s gonna say, okay? Did he help you with your last cars when you purchase it? Yeah, he did. Cool. That makes sense.

Hey, my dad’s helped me when I bought them. But the fact is, that was then, and this is now all the research that’s on the market right now says a lot easier to make a better decision. Would you agree? So with that being said, you’ve already found a vehicle you love. You know what your dad’s gonna say? He’s gonna say it’s your car and you’re gonna have to be happy with it cause You’re the one paying for it am I right?

So let’s save you some time plus your dad will be proud of you for making a decision on your own. Let’s go and wrap this up. And I apologize. I forgot to ask you. When would you like to set your first payment due towards the beginning of the month, the middle of the month? What’s going to work best for you?

Question 7

We aren’t interested in driving it until we know the price

Answer 7

I understand, we’re an internet sort so we have to price our vehicles very aggressively I don’t think this particular car has been posted yet, however what I can tell you is, we’re one of the highest rated volume stores in our province and we just couldn’t be there if we priced our vehicles too high.

So I’m 100% confident, based on the information you’re giving me, Andy after a quick spin, not only am I going to give you a price, but I’ll also give you a deal you just can’t refuse. Sound fair?

Question 8

I need to know what I’m getting for my trade in before I do anything.

Answer 8

I completely understand, getting top dollar for your trade is extremely important to you, but what we do here is actually one step further than that.

Not only do I wanna show you all the numbers on your trade in, but also, I would like to show you all our highs and every other critical area important to your family, like price payments and trade ins.

So why don’t you follow me inside and I’ll guarantee you’re going to be very, very impressed.

Question 9

It’s getting late, we are going to come back tomorrow.

Answer 9

I completely understand, and honestly, the fact that you’re still here lets me know that getting into a new vehicle, it’s extremely important to you.

Look let me show you this, no body plans on the most ideal time to buy a car, it just happens.

The good news is, we’re already 99% done with the deal and I’m extremely fascinated to get this 1% done.

Let me show you how fast I can get this last part done for you. Would that be fair?

Question 10

I’m going to have to get back with you.

Answer 10

Hey look, I’ve been doing this for a long time, and when someone says they’re going to get back with me, I never see them again.

Assuming we’re not going to be doing business today, would you mind if I could be direct with you for a second:
Are you no longer interested in the vehicle, or is there something that’s concerning you within the numbers of the vehicle?

Look I’m almost 100% confident you still like the vehicle, I believe it’s probably something within the deal.

Let me ask you, what’s concerning you the most, would it be price, the payment, or the trade in?

Question 11

I’m not buying yet. This is my first stop.

Answer 11

Hey let me share with you this, what we’ve learned is that a few years ago customers used to have to visit a minimum of 3 dealerships before purchasing a vehicle.

In todays statistics, due to the internet and all the research and technology available on the market, the average customer only visits 1 store before purchasing a vehicle.

So it’s not a matter of if you buy, but when you buy and when you buy is when the deal is right, am I right?

Exactly so let me show you a quick 5 minute proposal of all the facts and figures and then, it’s completely your decision, is that fair?

Question 12

My bank offers a better rate

Answer 12

Hey look, 99% of my customers who have great credit, just like you, they don’t like to put all their eggs in one basket.

It’s always good to diversify your loans with different institutions. It looks way better on your credit, and the slight difference in payment, is nearly nothing.

If you could get the best credit possible would it be worth the slight difference?
Sure! Don’t put all your eggs in one basket, use us!

Question 13

I think we’re gonna hold off purchasing a car right now

Answer 13

Same answer as «we’re not looking to buy today

Question 14

I don’t wanna settle without getting all the features that I want.

Answer 14

I completely understand, however moneys important to you am I right?

If there’s 2000 dollars in your bank account right now or a sunroof, 99% of my customers, they’d choose the money, and you would too am I right or right?

If they say they’d rather have the sunroof, say that honestly, my mother had a sunroof on her old vehicle and since the summers in Canada were so short, we’d barely use it. Imagine all the other items you could buy with 3 grand, does that make sense?

Exactly, so this still gets you the vehicle that you love, and it also saves you a ton of money, does that make sense?

Question 15

I think the price is too high

Answer 15

When you say the price is too high, would you mind being more specific, why the price is too high?

Ok, I understand, and I apologize, you see I didn’t completely explain our pricing policy up front.

Look we’ve learned 90% of our costumers want their best price up front, and the other 10%, they want to haggle.

But it’s 2024, it’s the age of transparency, we want to take care of our customers, the way they’ve asked us to.

If I were to mark this car up 3 grand, just to mark it down 3 grand, even though you felt like you won, would that be trustworthy? Absolutely not

See we’re looking for a further relationship than just today. I don’t wanna just help you this vehicle, I wanna help you for every vehicle you get for the rest of your life.

So with that being said, have I offended you in any way, In any way at all by giving you my best price up front?

Thank you so much for your business, sign here and let me help you get your car cleaned up!

Question 16

I Was Only Interested In The Car
You Just Sold (Phone)

Answer 16

I understand. And the fact is, when we
put these cars on the front line, they sell
very fast.

The car you’re calling about actually had
some scratches on the rear door panel. If
it was still available, I would have told you
it’s probably not your sharpest pick. But
let me ask you this, if i could show you
a newer vehicle, with lower miles, that
is actually in a better price range, would
that upset you at all?

Great! So you’re pretty much open, you
just want to find something similar and
get a great deal. Am I right?

I have hundereds just like that one. I’ll
walk through them with you and in the
end it’s completely your decision. Is that
fair?

Question 17

I Don’t Want To Drive That Far (Phone)

Answer 17

understand.
When I hear you say you don’t want to drive that far, what I’m hearing is that your time is very valuable to you. Am I right?

If your time is valuable, you need to deal with a professional that respects your time and understands how valuable time works.

Look, 90% of my customers live one to five hours away. Do you know what that means?It means I have to be extremely good at respecting people’s time, aswell as fast at
my job.

Look, you could go to your local store five minutes away, but we all know you can’t find the perfect vehicle in your own neighborhood.

And I guarantee this…if I had this car cleaned up, gassed up, and ready to rock and roll when you got here, it’d be a better car buying experience, a faster car buying experience…plus, the car you want to buy instead of settling for a vehicle closer to you that ends up costing you more time in the long run.

Wouldn’t you agree?

Question 18

I Never Buy On My First Stop

Answer 18

I understand.
Would you agree, times have changed?
Do you remember when to learn something you had to go to a library and find the exact book for the exact piece of information you wanted and now, you’re just two clicks away from knowing?

The fact is, things have changed. In the
past, you not buying at your first stop
was completely normal. Just like how the
world has changed, we’ve changed. We
found a better way to do it.

Look, you’re here, I’m here, the car’s here.
So, it’s not a matter of if you’re going to
buy, but when, and when is when the
deal is right. Am I right?

Exactly! So let me show you a quick, five
minute proposal, and in the end, it’s completely your decision. Is that fair?

Question 19

We Don’t Need To Test Drive This Vehicle

Answer 19

I understand.

A test drive doesn’t need to be long, but
it’s always necessary. Even if it’s just going
down the service road, turning around,
and coming straight back.

Every vehicle drives differently. We take a
lot of pride in servicing our vehicles, and
that will be seen and felt when you drive it!
Does that sound fair?

Question 20

I Need To Sleep On It

Answer 20

I understand.
I have been doing this a long time. When
somebody tells me they need to sleep on
it, what I’ve learned, it’s either one of two
things.

Number one…you’re no longer interested
in the vehicle. But I know you said you’re
very happy with this vehicle so I don’t
believe that’s the case.

So it leads me to believe it must be number two. Something is wrong within the
numbers of the deal.

What is it that’s concerning you the most?
The price, the payment, or the trade?

Question 21

I’m Just Going To Wait To Sell My Car
Outright To Get More Money For It

Answer 21

I understand.
I have two questions for you. Number
one, have you sold a vehicle outright on
your own lately? And number two, what’s
more important to you? A little bit more
money for your trade or your safety?

What I mean is, would you be comfortable with a stranger driving you and your vehicle around? 90% of people want to drive a vehicle before they buy it. It’s just a little bit scary, right? You can’t put a price on safety, but if you could, it would have to be at least $_____. Am I right?

Question 22

What’s Your Best Price? (Phone)

Answer 22

I’m so glad you asked that!
Our store does what is called market
based pricing. Research shows, 90% of
our customers don’t want to haggle over
price and would like to get the best price
upfront.

That’s why we actually use very
expensive, but accurate tools that find
vehicles, like ours, in the marketplace
right now, and then those tools actually
price our vehicles for us to ensure we’re
always priced below market.

According to the stats on this vehicle
we’re priced 85% to market, meaning
were actually priced 15% below fair mar-
ket value.

Not only are we great at price, we are also
high in all the critical areas important to
you and your family, like price, payments
and trade-ins? By the way, will you be
trading in a vehicle with us today?

Question 23

What’s My Interest Rate?

Answer 23

Your rate will directly reflect your current
credit situation. With great credit, you will
get the best available rate. Our licensed
finance professionals will go over all that
with you in the finance office.

However, what I can tell you is I have
never had anybody upset with that part
of the deal, so you don’t need to have any
worries.

Question 24

I Don’t Want To Pay that Interest Rate

Answer 24

I understand you don’t want to pay that
rate.
But do you know the only way we’re going
to fix that rate is you signing on the dot-
ted line right now and starting your credit
re-establishment program today so that
in a year from now, you don’t ever have to
pay a rate like that again in your life.

Question 25

I Don’t Like The Carfax

Answer 25

I understand.
What kind of vehicle do you currently
drive? Imagine driving through the
McDonald’s drive thru in your vehicle and
the car behind you bumps into you and
dents your bumper. Would you fix it?

And when you fix your bumper, your vehicle will now show up on CarFax as having been in an accident. But wouldn’t we
agree, that even though your vehicle has
been in an accident, it’s still a perfectly
good vehicle? Of course it is!

And just like your vehicle would still be
a perfectly good vehicle, my vehicle is
too. Not only that, we also send all of our
vehicles through a 125 point inspection to
ensure they’re perfect for you and your
family!

Question 26

I Need Your Best Deal So I Can Go
To The Next Dealership And Compare Pricing. Then I Will Come Back If It
Really Is The Best Deal

Answer 26

I understand.

I used to believe that the cheapest price
was the best deal. But if you spent $10,000
on a car today, and drove it for six months…
then the transmission blew out and it cost
you another $3000, how much did that
car really cost you? $13,000. Even though
the purchase price was only $10,000.

So you can agree if money is your biggest
concern, then the ownership cost is much
more important than the purchase price,
right?

We can’t be the highest in all the critical
areas important to you and your family
and be the lowest in price. Great business
just doesn’t work that way. But, we can be
a little higher in price as long as we’re the
lowest in ownership cost. Correct?

Question 27

Your Competitor Is Offering A Bigger Discount

Answer 27

I understand.
Would you agree the price you pay today
and the price you pay tomorrow are both
equally important? Yes! You would prob-
ably spend a little bit more today as long
as it’s worth a little bit more tomorrow,
right?

You don’t want to buy a rapidly depreciating vehicle do you? Of course not! If they
are already taking $5000 off the price
now, what do you think is going to happen in a year from now when they are
taking $10,000 off the price. And then you
go to trade it in three to four years down
the line and it’s not worth anything.

So you would agree, it’s always better to
spend a little bit more today, as long as
you save a lot more when you go to trade
it in, right?

Question 28

What’s My Payment Going To Be? (Phone)

Answer 28

I’m so glad you asked that question!
Our licensed finance department uses a
very strict budgeting program to ensure
you don’t ever have to worry about your
payment being too high.

In fact, 95% of my customers who have
had that same concern in the past, actu-
ally left with a much lower payment than
they were expecting.

So I am glad that you asked that question.
We are always great in that area, but you
don’t need to have that concern with us
here.

Question 29

Can You Tell Me What My Car Is
Worth? (Over The Phone)

Answer 29

Are you familiar with what an independent buyer is? They are professionals who
work with dealers, just like ours, who often
offer more money for trade-ins.

We have one scheduled to be here today!
What time can you get here so we can
get you the absolute most money you for
your vehicle?

Question 30

Can You Tell Me What The Financing
Options Will Be?

Answer 30

We have a number of different financ-
ing options available, as well as multiple
different lenders. In fact, over 90% of our
customers who purchase with us, finance
with us. So we must be doing something
right!

We use all the Canadian“A” rated banks so you won’t need to have any concern in that area.

Question 31

I Can’t Make It In Today (Phone)

Answer 31

I understand.
However, we have been getting a ton of
calls on this vehicle today, and I’m really
not sure it’s going to last on our lot.

You owe it to yourself to at least come and
have a look at it before it’s gone.

Can you make it in right now, or would
after work be better?

Question 32

Is That The Best Price? (On the Lot)

Answer 32

I’m so glad you asked that.
Mr. Customer, we don’t buy these cars to
keep them. We buy them to sell them,
and sell them fast.

We don’t put our second best price
upfront. We put our best price upfront.
But at the end of the day, I don’t own the
store and I will definitely go to bat for you
and make sure you get an amazing deal.

Follow me inside and let me show you
how easy it is to buy a vehicle from us.

Question 33

I Need A Better Deal To Do Business
(On the lot)

Answer 33

I understand getting the best deal possible is extremely important to you.

Let’s put all the numbers on paper, and
let me show you how easy it is to do business with us.

Follow me inside. You will be extremely
happy with all the final numbers.

Question 34

I Only Have 15 Minutes (During the Greeting)

Answer 34

I completely understand.
I hear that all the time. As busy as life is for
most people, we have to be extremely
good at respecting people’s time, as well
as fast at our job. Now real quick, are you
going to be trading in the vehicle you
drove up in?

Question 35

This Is My First Stop (During the Greeting)

Answer 35

Whether it’s your first stop or your last
stop, I’m just grateful for the opportunity
to help you purchase a vehicle.

Here at our dealership, we are high in all the critical areas important to you and your family, like price, payment and trade ins.

Now, tell me, what brought you into the
market for a vehicle? Is this for you or for
somebody else?

Question 36

I Really Don’t See Anything I Like

Answer 36

I understand.
Here at our dealership we have hundreds
of vehicles to choose from. Some of our
best vehicles aren’t even on the front lot
yet.
I’ve got an idea…follow me inside!

Question 37

I’m Not Buying For Three Months

Answer 37

I understand and I am extremely happy
we found the perfect vehicle for you.

So what you’re saying is the timing is a
little off. But if you didn’t have to make a
payment for three months, you would be
happy to take it home, right?

Fantastic! Let me handle that for you.

Follow me inside.

Question 38

Not Really Sure I Want To Purchase this brand of vehicle

Answer 38

I understand.

What made you purchase your last vehicle brand? And what made you interested
in coming into our store and checking out
our vehicle today?

So, basically everything that made you
buy your last car is essentially why you’re
interested in purchasing our vehicle. Am
I right?

Does this have everything you need in a
vehicle? Could you ask for anything more?
I wouldn’t expect you to take anything
less…let’s do business!

Question 39

We Don’t Feel Like We Can
Afford This Vehicle (On the Lot)

Answer 39

I completely understand.

Staying within your budget is important.
So what you’re saying is if I can find a way
to make this vehicle affordable, this is the
car you would like to own. Am I right?

Question 40

Before You Give Me Numbers, I Need To Go Get Some Food. I’m Starving

Answer 40

I understand. I’m starving too!

I can understand how you would think
this last part of the deal can take a
while.

Fortunately, you have me and I’m
extremely fast at getting this last part
done.

We are already 99% done with the
deal so let me show you how fast I can get
this last part done for you, and then we
can celebrate with a victory meal!

Question 41

What’s The Price? (On the Lot Looking at Cars)

Answer 41

Mr. Customer, I understand that price is
important to you.

Price is important to me too when I buy
something. The good news is the general
manager actually discounted the entire
lot this morning. That means nothing but savings for you.

So, instead of giving you the old price, let’s
take it for a spin, make sure you love the
vehicle.

When we get back, I’ll show you a
quick, five minute proposal with the dis-
counted price I guarantee you are going
to love.

Question 42

I’m Waiting For Tax Time

Answer 42

I understand.
When I hear you say you’re waiting, what
I’m hearing is that you just need a little bit
of time before starting payments on this
vehicle.

So why don’t we do this? Let’s write up the
deal since we already found the vehicle
you love. I’ll get together with my manager to make sure you don’t have a first
payment for a few months to give you the
time you need.

Question 43

My Other Half Just Isn’t With Me (Lot)

Answer 43

I completely respect that both of you
need to make a big decision together.

Would it offend you if I showed you a
quick, five minute proposal of the best
price on my vehicle, what your trade in
was worth, as well as a ballpark of how
low your payments will be?

So you can talk it over with your other
half. At least that way you can make an
educated decision together!

Question 44

Can You Give Me The Best Price
On All 3 Vehicles?

Answer 44

Absolutely!
But let me ask you this…hypothetically, if
they were all the same price, which one
could you see yourself owning? Because
that’s the car that price matters most on.

Question 45

I’m Just Looking (Lot)

Answer 45

Hey, you’re actually my favorite customer.

My job is easiest when somebody doesn’t
have to buy today. If you decide to, that’s
fine. But either way, I’m just here to help
and there’s no pressure on either one of
us to buy or sell anything. Sound fair?

Question 46

I don’t want a car payment, mine is payed off (Lot)

Answer 46

I understand.

Wouldn’t you agree that your car would
be worth more today and less tomorrow?
You see, the longer you wait, the less
equity you have in your vehicle. Therefore,
the less down payment you have toward
a new vehicle, plus the more time some-
thing to go wrong with your current
vehicle.

And you’re probably waiting to get the
best deal. Am I right? And if having a low
payment is important to you, then pulling
the trigger right now is exactly what will
secure you that lower payment!

Question 47

I Don’t Want To Pay A Doc Fee

Answer 47

I understand you don’t want to pay a doc
fee.

Let me ask this, do you have the paper-
work from your last vehicle? I’m 100% cer-
tain you couldn’t have driven off their lot
without paying a doc fee. A doc fee is on
every single vehicle in the world.

The reality is, I don’t want to pay a doc
fee either, but ours is only $500, whereas
most stores in our area have a doc fee of
over $1000.

So it’d actually cost you at least $500 more
to do business somewhere else, rather
than with me, right here right now.

Question 48

I Don’t Have Any Money Down

Answer 48

I understand.

99% of my clients, just like you, choose to
put the down payment on a credit card.
You can choose how and when to pay it
off. You don’t have to put anything down
today, you can just swipe and go.

The banks like to see just a little bit of cus-
tomer participation. It helps with better
rates and approvals.

So which credit card did you want to put it on?

Question 49

I Want Payoff For My Trade In

Answer 49

I understand.
However, what you owe and what the
vehicle is worth are two different things.
If you owed nothing on it, would you want
nothing for it? Of course not!

You would want what it’s worth. Am I
right? Exactly!

So what you owe and what your vehicle is
worth are two different things.

Question 50

I Don’t Want To Finance For That Long Of A Term. & I Don’t Want My Payment To Go Up

Answer 50

I understand you don’t want to finance
for a longer term.
The good news is, there is no prepayment
penalty on this loan, and the interest rate
is the same on any given term.
So, the bank is actually giving you the lux-
ury of keeping a smaller payment, and
you can always pay it off early if you want.

Question 51

I Can’t Afford My Payment To Go Up

Answer 51

I understand.
So what you’re saying is staying within
your budget is extremely important to
you. Am I right?

If you look at how your budget would be
affected by a major repair on your current
vehicle, versus the new car with the cov-
erage it has, your payment will stay the
same and never change.

Instead of a variable payment, you will
have a fixed payment. So, buying this new
vehicle is definitely the smartest way to
go, especially since money is important to
you.

Question 52

I Don’t Have A Cosigner

Answer 52

I understand.

I used a cosigner on my first car, and a
signature can literally cut your payment
in half. The person who signs with you
can be anybody…a mom, dad, grandma,
brother, sister…Anyone!

Who do you know that we can call and
get two seconds of information from and
start saving you some big money?

And, yes, building credit is the same with
a co-signer as it is without a cosigner, but
the smart person saves big time with a
co-signer.

Question 53

I Appreciate You Showing Me The Figures But Before I Sign, I Need to go get some food

Answer 53

I understand.
I have been doing this for a long time.
When somebody tells me they need to
go get some food after viewing the numbers, what I’ve learned is there is actually something wrong with the deal.
What is it that’s concerning you the most?
The price, the payment, or the trade in?

Question 54

You Are $1000 Higher Than Your Competitor

Answer 54

I understand our price may seem a little
higher.
The reason we are higher is because we
are higher in all the critical areas import-
ant to you and your family.

See, we can’t be the highest in all these
areas and be the lowest in price. Great
business just doesn’t work that way.

However, we can afford to be a little bit
higher in price as long as we’re the lowest
in cost since that’s the real money spent.
Wouldn’t you agree?

Question 55

I Don’t Want To Pay That Price

Answer 55

I understand price is important to you.
I know you see the value in this vehicle
and how it meets your family’s needs.

When you left your driveway this morning, were you looking for price or value?

I bet value for the price, which is exactly
what you’re getting here.

Question 56

We Are Just Going To The Dealership
Closest To Us (Phone or Lot)

Answer 56

The fact you reached out to me knowing
the price of the dealer closer to you tells
me you’re not 100% convinced that the
dealer closer to you is the place you truly
want to do business with.

How about I not only match the price
for you, but also print you a $250 “Travel
Coupon” to be added to the top dollar for
your trade in. So not only is it worth the
drive, but you also allow me to show you
customer service like you’ve never seen
before in your life, as well as the honor of
serving you at the highest level and providing you the world class you deserve.

Would you please allow me that privilege?