COMMON CUSTOMER OBJECTIONS Flashcards
STRATEGY, WORDS TRACKS AND INSIGHTS ON HOW TO COUNTER THE MOST COMMON OBJECTIONS FROM CUSTOMERS
Objection: “It’s too expensive for a small car.”
Strategy: Value Based Closing
Word Track: “MINI is more than just a car; it’s also a lifestyle. Lets make that possible by exploring some options to consider that fit your budget.”
Cardone Insight: Always treat the buyer like they can afford it and keep a positive attitude, close them on believing they can
Verde Insight: Focus on selling the value, not just the price, to justify the premium cost
Elliott Insight: Begin the close by building trust and reaffirming the value to make the customer feel confident in their decision
MINI CX: Emphasize the emotional connection and premium experience that comes with MINI ownership, reinforcing the brand’s lifestyle appeal.
Objection: “I can get a similar car for less elsewhere.”
Strategy: Competitive Differentiation Close
Word Track: “While others may have a lower price, only MINI offers a unique blend of customization, community, and driving fun. How can we best secure your piece of that MINI magic today?”
Cardone Insight: Present your proposal clearly and confidently, and always in writing to make the decision straightforward for the customer
Verde Insight: Highlight what sets your offer apart, including the superior service and unique features that competitors can’t match
Elliott Insight: Use roleplay techniques to anticipate and overcome this objection, making sure to differentiate the MINI brand effectively
MINI CX Evolution: Reinforce the superior customer experience and community that comes with owning a MINI, making it more than just a vehicle purchase.
Objection: “My trade in isn’t valued high enough.”
Strategy: RealityBased Closing
Word Track: “I understand your concern. Let’s go over how we arrived at these numbers. Considering the overall package, including MINI’s longterm savings, this offer is an excellent value. How does that sound?
Cardone Insight: Agree with the customer’s concerns first, then work towards a solution together. Always maintain that an agreement can be reached.
Verde Insight: Be transparent about the tradein process, ensuring the customer understands the valuation logic.
Elliott Insight: Handle the objection with confidence, using clear explanations to show how the tradein fits into the overall deal
MINI CX Evolution: Provide a transparent and fair valuation process that reinforces trust and builds the relationship with the customer.
Objection: “I need to think about it.”
Strategy: Assumptive Close
Word Track: “That’s perfectly fine. Why don’t we reserve this MINI for you, so you have time to think without any pressure? We can adjust details later.”
Cardone Insight: Persistence is key—don’t hesitate to ask for the close multiple times and create a sense of urgency.
Verde Insight: Assume the sale and keep the process moving forward, reducing the chances of losing the customer.
Elliott Insight: Overcome hesitation by building rapport and ensuring the customer feels understood and valued
MINI CX Evolution: Keep the customer engaged through personalized followups and content that aligns with their interests and concerns.
Objection: “I’m not ready to buy today.”
Strategy: Urgency Close
Word Track: “MINIs are in high demand, and our current incentives are limited. Would you like to lock in these savings before they’re gone?”
Cardone Insight: Use humor and lightness to relieve pressure and make the process enjoyable, which can help reduce resistance
Verde Insight: Creating urgency with limitedtime offers is an effective strategy to push the customer towards a decision
Elliott Insight: Focus on the benefits of acting now, using strong communication skills to highlight what the customer stands to gain
MINI CX Evolution: Leverage timesensitive offers that are personalized, making the customer feel like they have a unique opportunity.
Objection: “I’m just browsing.”
Strategy: Trial Close
Word Track: “That’s great! Let’s take a MINI for a spin. You’ll see firsthand why driving one is so much fun. If it feels right, we can discuss next steps.”
Cardone Insight: Use trial closes frequently to gauge interest and keep the customer engaged throughout the process
Verde Insight: Engage customers with small commitments like a test drive to naturally progress toward a sale
Elliott Insight: Start the close by building excitement and ensuring the customer feels connected to the product, which makes it easier to transition to the final close
MINI CX Evolution: Focus on creating memorable experiences during the test drive that highlight MINI’s unique attributes.
Objection: “I need to do more research.”
Strategy: InformationBased Close
Word Track: “I agree, research is key. I’ll send you detailed comparisons and set up a followup to go over any questions you might have.”
Cardone Insight: Always present information clearly, maintain eye contact, and build trust throughout the conversation
Verde Insight: Position yourself as a trusted advisor by offering valuable information and staying available for followup
Elliott Insight: Handle the objection by reaffirming the value and ensuring the customer feels supported in their decisionmaking process
MINI CX Evolution: Provide highquality, personalized content that addresses the customer’s specific concerns and reinforces the MINI brand’s strengths.
Objection: “How do I know this is the best deal?”
Strategy: Guarantee Close
Word Track: “We offer a price match guarantee and have one of the highest customer satisfaction ratings. This ensures you’re getting the best deal. Shall we lock it in?”
Cardone Insight: Present the deal in writing and make the decision easy by having everything ready for the customer to say yes
Verde Insight: Emphasize customer satisfaction and transparency to build trust and close the sale
Elliott Insight: Address concerns directly, providing reassurance and backing up claims with strong customer testimonials
MINI CX Evolution: Reinforce the exceptional value of MINI ownership by showcasing customer satisfaction and offering guarantees that build confidence.
Objection: “I’m worried about the cost.”
Strategy: Payment Close
Word Track: “We have flexible financing that can make owning a MINI more affordable than you might think. Let’s explore a plan that works for you.”
Cardone Insight: Address financing objections by offering multiple options and reassuring the customer that you can find a solution that works
Verde Insight: Break down the cost into manageable payments and explore financing options to fit the customer’s budget
Elliott Insight: Be proactive in addressing financial concerns, ensuring the customer feels supported and understood throughout the process
MINI CX Evolution: Offer tailored financing options that fit seamlessly into the customer’s lifestyle, making MINI ownership accessible and desirable.
Objection: “I don’t have time to come in.”
Strategy: Convenience Close
Word Track: “I understand your schedule is tight. We can handle most of the process online or over the phone, and you can finalize everything when it’s convenient for you. Does that work?”
Cardone Insight: Time objections indicate serious buyers—assure them you can work within their schedule and streamline the process
Verde Insight: Utilize digital tools to offer convenience and flexibility, ensuring the customer’s needs are met efficiently
Elliott Insight: Reaffirm the value of their time and offer to simplify the process, making it as easy and convenient as possible for the customer
MINI CX Evolution: Leverage BMW’s advanced digital tools to create a seamless buying experience that saves the customer time and effort.
