Defensive Posture

I can’t tell you how many times in my 38-year career in the car business I’ve heard people talk about how everything is changing. Yet, so many things remain the same.

Take these customer responses: “Is that your best price?” “I need to think about it,” or “The other dealer offered me a better deal.” They can strike fear in a sales professional, making his or her knees shake and heart palpitate. But guess what? Customers have been saying those things for hundreds of years.

But do you want to know what’s really amazing? Well, no matter how long customers have uttered such responses, every new crop of salespeople and managers has fallen for them. See, instead treating them as a customer’s defense mechanism, they treat them like valid objections.

Read the whole article on F&I and Showroom here!

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