Word Tracks

Question 1

What’s My Payment Going To Be?

Answer 1

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, actually 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 2

I Have A Few More Cars I Want To Look At Before I Purchase

Answer 2

I understand, let’s say you already checked out the other few vehicles and mine was the last one you were looking at, what would be the deciding factor in which vehicle you would purchase in the end? Would it be the car itself regardless of the deal you got on it, or the car you got the best deal on? Exactly so it’s not a matter of “if” you are gonna buy, but “when”, and the “when” is when the deal is right, am I right?

Question 3

I Like The Car But The Miles Are Too High

Answer 3

I understand how it may seem that way. However if you were to purchase a vehicle with fewer miles, you would have to spend more money. If you drove both vehicles for a 3yr period, which one would you end up owing more money on? The one with fewer miles, of course! Because with our vehicle having a few more miles 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 in our vehicle where with the other one with lower miles you most likely will be. So going with a 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 4

I Need To Think About It (Lot)

Answer 4

Of course you need to think about it. I haven’t given you enough information “not” to think about it. What I would like to do is give you a quick 5 minute proposal of all the facts and figures so that way at least when you go home tonight you truly do have all the numbers to think about, would that be fair?

Question 5

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

Answer 5

I understand everybody has to start somewhere. First, you start with looking. Then you find something that you like. Once you find something that you like, it’s extremely important to find someone who is going to make you an amazing deal. Guys, that’s me! So it’s not a matter of if you are gonna buy, but when, and the when is when the deal is right, am I right? So let me show you a quick 5 minute proposal I guarantee you can’t say no to. Follow me inside this is going to blow you away!

Question 6

I Want My Dad To Look At The Car Before I Buy It

Answer 6

I understand we already know what your dad is going to say. He’s gonna say, “It’s your car and you’re gonna have to be happy with it”. And you already said you loved the vehicle so let’s save some time! He’ll be proud of you for making a great decision on your own.

Question 7

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

Answer 7

I completely understand!
We are an internet store and we have
to price our vehicles very aggressively. I
don’t believe this car has been posted yet
since it just arrived.
However, what I can tell you is that we are
the number one volume store in our state
and we couldn’t be there if we priced our
vehicles too high.
So I’m 100% confident based on the infor-
mation you’ve given me, and after a quick
spin, not only will I give you price, but I
will also give you a deal you can’t refuse!

Question 8

I Need To Know What Im Getting For My Trade Before I Do Anything

Answer 8

I completely understand getting top dol-
lar for you trade is extremely important to
you.
What we do here is actually one step fur-
ther than that. Not only do I want to show
you the numbers on your trade, I would
also like to show you how we are highest
in all the other critical areas important to
you and your family…like price, payments,
and trade ins.

Question 9

It’s Getting Late We Are Just Going
To
Come Back Tomorrow

Answer 9

I understand!
Obviously, the fact that you guys are still
here lets me know that getting into a new
vehicle is extremely important to you.
Nobody plans on the most ideal time to
buy a car. It just happens. The good news
is we are already 99% done with the deal
and I am extremely fast at getting this last
1% done.
Let me show you how quick I can get this
last part done for you.

Question 10

I’m Gonna Have To Get Back With You

Answer 10

I understand I’ve been doing this a long time. What I’ve learned is that when somebody says they’ll get back to me, I never see them again. Assuming that we were not going to be doing business today, would you mind if I asked you a question real quick? Are you just no longer interested in the vehicle, or is there something that’s concerning you within the numbers of the deal? See, I’m almost 100% confident you’re still interested in the vehicle. I can see it in your face, I believe it’s probably something within the deal. So what is it that’s concerning you the most the price, the payment, or the trade in?

Question 11

I’m Not Buying Yet This Is My First Stop

Answer 11

I understand let me share with you this, a few years ago customers used to have to visit a minimum of 3 different dealerships before purchasing a vehicle. Today’s statistics due to the internet and all the technology and research available on the market. The average customer only visits one store before purchasing, 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 and in the end it’s completely your decision, is that fair?

Question 12

Mr Bank Offers A Better Rate

Answer 12

I understand.
99% of my customers, just like you, who
have great credit, don’t like to put all their
eggs in one basket. It’s always beneficial
to diversify your loans with different insti-
tutions. We use nationwide lenders that
report to all three credit bureaus in all 50
states. It looks much better on your credit
and the slight difference in payment is
nearly nothing.

Question 13

I’m Just Wasting Time I’m Not Here to Buy

Answer 13

I understand!
Obviously there are lots of things you
could be doing with your time other than
looking at cars. You being here lets me
know that you are not 100% satisfied with
your current vehicle. What is one thing
you could change about your current
vehicle you don’t like?

Question 14

I Think We Are Going To Hold Off on
Purchasing A Car Right Now

Answer 14

I can understand why you would want to wait however with inventory being so low due to factories forced to shut down from COVID. We are extremely lucky to have found a vehicle that you like. I can almost guarantee if you were to wait you’d be settling for a vehicle you really dont like as much, for even a much higher price.

Question 15

I Don’t Want To Settle Without Getting The Features I Want

Answer 15

I understand completely.
However, obviously money is important
to you am I right?
Would you rather have a car with a sun-
roof and spend an additional $3000…0r
would you rather have $3000 in your bank
account and not have a sunroof?
Choosing this vehicle, without the sunroof
that I have in stock, saves you $3000 and
you don’t have to worry about it breaking
in the future either.
So going with this car handles that and it
saves you a ton of money.

Question 16

1. I Think the Price Is Too High 2.I Just Think The Price Is Too High

Answer 16

1.I understand.
When you say the price is too high, do you mind
being more specific why you believe the price is
too high?

2.I understand.
I apologize this is completely my fault. I didn’t
explain our pricing policy upfront. See, we’ve
learned 90% of our customers want to get the
best price upfront and the other 10% still want to
negotiate and haggle. But it’s 20.
. it’s the age
of transparency. So we want to take care of our
customers the way they’ve asked us.
If we marked the car up $3000 and brought it
back down $3000, even if you feel like you won,
would that be trustworthy? Absolutely not! You
see, I’m looking for a further relationship than just
today. I don’t want to just sell you this car. I want to
sell you every car you buy for the rest of your life.
Have I offended you in any way by giving you my
best price upfront?
Thank goodness!

Question 17

I was Only Interested In the car
You Just sold (phone)

Answer 17

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

Question 18

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

Answer 18

I understand
When I hear you say you don’t want to drive that
far, what I’m hearing is that your time is very valu-
able to you. Am I right?
If your time is valuable, you need to deal with a
professional that respects your time and under-
stands 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, as
well as be 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 19

I Never Buy On My First Stop

Answer 19

I understand.
Would you agree, times have changed?
Do you remember when you could go to
a good ‘ole American ballgame with your
family? Now you have to wear a mask and
stay six feet apart just to get your grocer-
ies for the week?
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 com-
pletely your decision. Is that fair?

Question 20

We Don’t Need To Test Drive This Vehicle

Answer 20

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.

Question 21

I Need to sleep on It

Answer 21

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 num-
ber 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 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

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 Like The carfax

Answer 24

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 vehi-
cle will now show up on CarFax as hav-
ing 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 25

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 25

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 26

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

Answer 26

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 lam 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 27

I can’t Make It In Today (phone)

Answer 27

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 28

Is that The Best Price? (On the Lot)

Answer 28

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 29

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

Answer 29

I understand getting the best deal possi-
ble is extremely important to you.
Let’s put all the numbers on paper, and
let me show you how easy it is to do busi-
ness with us.
Follow me inside. You will be extremely
happy with all the final numbers.

Question 30

I Only Have 15 Minutes
(During the Greeting)

Answer 30

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 31

This Is My First Stop
(During the Greeting)

Answer 31

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 crit-
ical areas important to you and your fam-
ily, 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 32

I Really Don’t See anything I Like

Answer 32

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 33

I’m Not Buying for Three Months

Answer 33

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.
(Note)
Write up the deal and put it together with
your manager.

Question 34

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

Answer 34

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 35

Before You Give Me Numbers, I Need to
Go Get some food. I’m Starving

Answer 35

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!
Note
Push through and keep moving.

Question 36

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

Answer 36

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 $25.000 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 37

My Other Half Just Isn’t with Me (lot)

Answer 37

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 38

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

Answer 38

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.
Note
Money, in most cases, won’t matter if they
hate the car. Lock them on a specific car.
Write it up and close the deal.

Question 39

I’m Just Looking (Lot)

Answer 39

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 40

I Don’t Want A Car Payment. Mine Is paid Off (Lot)

Answer 40

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 41

I Don’t Want To Pay A Doc Fee

Answer 41

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.