HUTCHINGS CHEVROLET
OBJECTION HANDLING PROCESS

1. SUPPORT & ISOLATE

2.TRANSITION STATEMENT

3. NARROW / LEADING QUESTION

4. FEATURE / BENEFIT PRESENTATION

5. TRAIL CLOSE

6. CHOICE CLOSE

 

SUPPORT & ISOLATE

Supporting Statements

Supporting statements provide support from a customer's point of view without necessarily agreeing with it.  Supporting statements also make the customer receptive to a different point of view by acknowledging that you understand his/her point of view.

  • "I understand how you feel.  It looks like you have given the matter a great deal of thought..."
  • "That's a good point.  I'm glad you brought it up..."
  • "That makes good sense..."
  • "I can appreciate that..."

Supporting the customer's concern makes him/her receptive to a different point of view and shows that you are not attempting to be confrontational.

Isolation Statements

It is important to isolate any objections before proceeding.

  • "Is that your only concern?"

 

 

TRANSITION STATEMENT

Transition statements are designed to first acknowledge the customer's concern and then transition to the features and benefits presentation you choose to address the objection.  It acts as a bridge from the customer's concern to the handling of that concern.

  • Feel, Felt, Found Statement:

"I understand how you feel, others have felt the same way, but they found that even though the service contract seems expensive, it was also possible that the cost of repairs could more than cover the cost to enroll today."

  • My Responsibility is Statement:

"One of my responsibilities as the Business Manager is to ensure that you have an opportunity to review all the options available on your vehicle.  The dealership can provide you with many benefits, therefore, they feel strongly about making sure everyone has a chance to enroll in them."

  • Many or Most Statement:

"Many of our customers feel the same way, however, they find that because they are on a budget it is all the more reason to consider enrolling in the protection."

 

 

 

NARROW / LEADING QUESTION

Narrow questions allow the customer to focus on a specific need or want.  They remind us of needs that we all have.  By focusing on a specific need, it allows the professional Business Manager to introduce the benefits of the product that will satisfy that very specific need or want.  Examples of narrow questions are:

  • "And do you know why?"

  • "And do you know what they found?"

  • "Do you like to save money?"

  • "Would you be happy if your vehicle performed at 99.9% efficiency?"

  • "Is protecting your credit rating important to you?"

  • "Is protecting your budget important to you?"

  • "Is saving time important to you?"

Remember to always reinforce the customer's answer!

 

 

 

FEATURE / BENEFIT PRESENTATION

Features and Benefits

A feature is what something is.

A benefit is what something does.

A feature has benefits, only if it benefits the Customer.

 

 

 

 

TRAIL CLOSE

Trial Closing Statements

A trial close is used to get the customer to agree to the product in principle without necessarily committing to purchase the product.

  • Can you See...?

"Can you see how the cost of repairs would more that cover the cost to enroll today?"

  • Doesn't it make sense...?

"Because you told me earlier that you have little or no coverage at work, doesn't it make sense to enroll in the coverage to protect your good credit and investment today?"

  • Wouldn't you agree...?

"Because you said you were on a budget, wouldn't you agree that it makes more sense to budget the cost of repairs into your payments that to have to pay the full amount of the repair later?"

Once a customer agrees with the statement, he or she has also agreed to the necessity for the product.

 

 

 

 

CHOICE CLOSE

Closing Questions

There are two commonly used types of closing questions:

  1. Direct closes

  • "Should I include it in your contract?"

  • "So, should I write up the contract?"

  • "What do you think?"

  1. Choice Closes

  • "Which plan would best fit your needs?"

  • "Would you like your payments due in 30 or 45 days?"

  • "Would you like your payment to start on the 15th or the 30th?"

  • "Would you like joint coverage or single coverage?"

  • "Would you like to pay cash for the vehicle service contract or would you like to include it in your monthly payments?"

  • "Would you prefer a 5-year/75,000 mile plan or a 6-year/100,000 mile plan?"

  • "Would you prefer a $100 or $200 deductible?"

 

Which closing question is more effective?  CHOICE CLOSES

Why: IT HARD FOR THE CUSTOMER TO SAY NO.

 

 

 

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