F&I and Showroom, September 2018
www fi magazine com 12 F I and Showroom September 2018 E Everybody is looking for the magic formula to turning a customers No into a Yes in less than 60 seconds But there is no formula and no one is naturally gifted at overcoming objections In fact I consistently see F I managers with less charisma and natural ability surpass those who seem gifted Just like in poker just because someone is dealt a great hand in life doesnt mean they are going to play it well Top performers succeed because they do the right things and do them consistently Lets take a look at how true F I professionals handle their customers objections and have fun doing it STEP 1 STOP BEING LIKE EVERYONE ELSE As soon as your customer realizes you are not like the other F I managers he or she has encountered your credibility goes up Most customers have encountered F I managers who ask the same questions use the same pressure techniques and do most of the talking It makes them feel uncomfortable and defensive The result is you sell less products and they feel like nothing has changed since the last time they bought a car Be creative Focus on providing an interactive process Utilize creative and probing questions Most importantly work on getting the customer to do most of the talking Listen its our job to help our customers see their need for a product And until we do we have no right to push them to do anything other than say No Focusing on helping customers self discover their need for products FINANCE INSURANCE BY RICK McCORMICK The magazines resident F I wiz lays out a four step process for handling any objection and having fun while doing it 4 Steps to Overcome Any Objection
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