Acknowledge everyone

Always speak and acknowledge customers on your showroom floor or display area. Many times, a salesperson may think the person is being served, only to find out later that no one had talked with them.

Handling the Trade In

When it comes to a trade, you have two (2) choices. First, you can have a buyer for the trade-in, or, secondly you are going to shop the trade. In the first scenario, “you have a buyer for the trade” implies that you are going to get top dollar for the vehicle and adds urgency to the deal. You are suggesting that the buyer act now while you have a buyer that is willing to pay top dollar for his/her trade. In the second scenario, “you are going to shop the trade” implies that you are going to try to get top dollar for the trade but that it is going to take some work on your part.This may be a good reason for the customer to drive your car and leave his trade while you get some buyers to look at it. This technique is often referred to as “DeHorsing” the customer, and should only be done with management approval.

Options for Ending a Commitment Statement

Consider ending a commitment question or statement with any of the following:
"You could do that , couldn’t you?”
“You would do that , wouldn’t’ you?”
“You want it , don’t you?”

Remember when using these types of tie downs, you should look at he customer and nod your head in a positive manner. Body Language (55%), Tone of Voice 38%, Words 7% affect the average consumer’s response. Simply make a positive statement using 55%, 38%, 7%.
“You would do that!,” “That would work!,” “That’s acceptable!”
When you give, attempt to get something in return. If you give and keep giving,
what message are you relaying to your customer? Always put objections into your
proposal - especially those you can afford to take out!

Usage - Value Technique

If your customer is not satisfied with the appraisal of his trade-in, you may remove his/her resistance by using this technique. You might say, “The car did not simply depreciate. You used it up. If you buy a tube of toothpaste and put it in the top of the closet for six years it depreciates, however if you squeeze it every morning, it is not depreciating, you are using it up.” The same holds true of a vehicle.

Negotiate on something other than money!

You can work on closing the customer by using the Gross/Net Principle. The value of savings will be increased in the mind of the customer. The customer will realize that he/she will keep more spendable income from saving money on gas and maintenance. Let the minor decision (saving money on gas and maintenance) carry the major decision (purchasing the vehicle) for the consumer’s decision and commitment to purchase.

Split Allowance

Another great closing technique is the Split Allowance. Offer to give the customer a check for half the value of his trade- in and apply the other half to the purchase of his new vehicle.

Remember, over-allowance and discount have no tangible value to the customer. Use cash and/or rebates which may be incentive enough for your prospect to make the purchase. The customer may wonder if you give an over-allowance, where does the over-allowance come from? Or if you give a discount, where does the discount come from? Any time you give a discount, give a good reason. If not, you are just giving them back what they perceive as an over-charge.