Key Points to Remember

• Thank the Customer

  • Always start by thanking the customer for considering our dealership.

• Acknowledge Their Position

  • Recognize their concerns and show empathy towards their situation.

• Offer Solutions

  • Be prepared with possible solutions or compromises to address their objections.

• Encourage a Visit

  • Emphasize the benefits of visiting the dealership for an in-person appraisal.

Encouraging a Visit

Once you’ve addressed the customer’s concerns about vehicle availability, the main goal should be to encourage them to visit the dealership. This allows them to explore similar models, discuss options in person, and potentially secure or reserve their desired vehicle. Below are specific scenarios, but each should include some variation of the following approach:

• “[Customer Name], I get your concerns about the payment. Why don’t you come by the dealership? We can go over financing options, check out some vehicles that might fit your budget better, and find a solution that works for you. How about later today or does tomorrow afternoon work better?”

Response Strategies:

Empathize and Offer Alternatives:

If we don’t have the exact vehicle the customer wants, acknowledge their preference and suggest similar options. This keeps the conversation positive and shows you’re committed to finding something that works for them. This sounds like this:

• “I understand how important it is to get the exact vehicle you want. While we don’t have that specific model available right now, we do have several similar vehicles with comparable features that might interest you.”

Highlight Future Availability and Reservation:

Let the customer know the vehicle they want is on the way and offer to reserve it for them. This helps maintain their interest and gives them a clear path forward. This sounds like this:

• “While the exact vehicle you’re looking for isn’t in stock at the moment, we have some arriving soon. I’d be happy to reserve one for you. It’s much easier to secure the vehicle you want if we plan ahead.”

Invite for a Visit and Test Drive:

Encourage the customer to come in and test drive a similar model. It’s a great way for them to get a feel for the vehicle, compare options, and move closer to a decision. This sounds like this:

• “I recommend coming in to test drive a similar model and explore the options in our showroom. This will give you a better feel for the vehicle, and we can finalize the details for when your preferred model arrives.”

Utilize Our Dealership Network:

If the vehicle isn’t in stock, explain that you can tap into your dealership network (this would be a dealer trade, but network sounds a little more sophisticated) to find it. Invite them to visit first so you can ensure everything’s in place before making the trade happen.

• “We can also work with our network of dealerships to find the exact vehicle you’re looking for. However, we would need you to visit us in person so we can ensure everything is in place before arranging a trade with another dealership. This way, we can secure the best possible option for you.”

Conclusion

When the desired vehicle isn’t available, show understanding and offer practical solutions such as test-driving similar models, reserving incoming vehicles, or working with our dealership network to find the perfect match. Inviting the customer to visit the dealership helps maintain engagement and ensures a smooth process.