When you’re dealing with a customer, a strategy that has never failed me in my years of serving our wonderful industry has been this:
Always agree first.
I’m sure some of you are shaking your heads, thinking about the guy you talked to the other day who wanted $1,500 for a 20 year old Civic and thinking this doesn’t apply to you…. but hear me out.
Always agree first. Quite a different monster from “always agree!”
Let me explain:
This is a method of saying no… by saying yes.
Instead of scoffing at the idea of the $1,500, I would immediately return with “Sir, I understand that car has served you well for a lot of years and holds a lot of value to you. I promise you that we are going to get you the top possible dollar on your trade today.”
This is how you frame a “no” while making it sound like, if not an all-out yes, but a positive response. This tactic will go a long way to making sure you don’t put the customer on the defensive.
With one simple adjustment of how you respond to a demand or objection, you’ve made your customer feel powerful, in control, and taken care of – and these three effects are going to make a huge difference in how the person across the desk from you perceives the interaction. (I’m sure none of us would disagree that a customer who has those mindsets are far more likely to buy than one that feels attacked, defensive, and ignored!)
Remember, folks! The moment a customer believes you are on their side, they’re yours. Go through all the ways you usually say no to what you might consider a ridiculous demand or objection, find a way to hide it within a “yes”, and I guarantee that you’ll be hearing a lot of “yes” in return.
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