Didn’t Like Vehicle / No Pick
Your customer came into the dealership hoping to find their next new vehicle. Unfortunately, our inventory during the original showroom visit did not meet the customers needs. You completed the Showroom Up Guide and know what vehicle / features are motivating your customer to buy. Now we need to get creative with a solution or get a compromise from the customer on an available unit. “Either/Or” questions are your best friend in this situation to help a decision process moving forward.
Your initial goal in this process is to contact the customer and thank them for taking the time to visit our dealership. Next we will want to highlight the key points in the showroom visit and confirm the customers needs and wants in their new vehicle . Once confirming this you will want to roll out any new vehicle options to the customer that they did not see during the showroom visit. The objective here is to renew interest and get the customers back into the dealership.
Before making this call please check BOTH new and used inventory for potential options that fit your customers needs.
Make a list of vehicles with key features or requirements and a second list of vehicles at the desired price point.
Do not limit yourself to new or used only and keep in mind some features can be added by our service center. Get a rough idea of pricing using the accessory guides available to you.
Thoughts:
Mentally review the showroom visit you had with the customer. Some questions you should be asking yourself:
What was the reason they were looking for a new vehicle?
What body style were they looking at and why?
Were there any features that they absolutely needed?
Were they willing to settle for less features at a better price?
Are they willing to go up in price for a better option?
Creativity and presentation are the key points to this process. Do not be afraid to ask questions or pitch ideas to your customer, remember as it sits you don’t have a deal. During all of this you want to communicate the feeling that you are trying to problem solve with the customer rather than push for a deal and seem desperate.
Not every used car is going to be perfect,. Acknowledging this fact rather than making excuses or running from the topic goes a long way towards a solution. Help your customer understand that sacrificing wants can be lead to a better financial decision. Or maybe stepping up into a better price point is all we need to accomplish find the ideal vehicle.
Do not be afraid to throw hypotheticals out there to help get the customer to a decision, just make sure they’re clear it’s a hypothetical and take this back to a manager for a decision.
Word Tracks:
“Hey Jake, this is Brian at Toyota thank you for spending time with me the other day. I know we went through a bunch of options and nothing really felt right. Have you thought anymore about what you’re trying to accomplish here? I thought it was best to check in on you before I started looking for more vehicles to talk to you about.”
“Hey Jake, this is Brian at Toyota thank you for spending time with me the other day. I was thinking, what if we added heated seats to the 17 RAV4 to help make it check off most of your requirements? Would that be something you’d be interested in?”
“Hey Jake, this is Brian at Toyota it was great to finally meet you in person. I know we were looking at pre-owned vehicles for your daughter, but I just got a Corolla Cross it has top of the line safety features and may make you feel better about the situation”
'“Hey Jake, thanks again for your time. Listen, I’ve been keeping my eye out for you, and I think I found something that would work perfect.”
“Jake, how are we doing this morning? Thank you for letting me help you this, listen, I was going through the new inventory and just took two vehicles into our inventory that I thought would be a good fit. Before they get advertised, I wanted you to have the first shot at them.”