5 Ways to Handle Your Customer Objections

This week, we’re going to be talking about the objections your service providers get. I want to keep this short and to the point and focus specifically on the objections. And I’ll tell you why, I've just done some work with one of our clients, one of our dealer groups, and we're talking about upselling the red and amber work, you know, the tires, the air conditioner, brake fluid, timing belts, and this is where the customer objections start. So, I think selling actually begins when the customer says no.

In this week's episode, we’re going to be talking about the objections your service providers can often be faced with from customers.

When I speak to clients, the conversation usually turns to upselling the red and amber work-  you know, the tyres, the air conditioner, brake fluid, timing belts etc, and this often is where the customer objections start.

For this reason I’m of the strong opinion that selling actually begins when the customer says no.

This is definitely one of those episodes you will want to send out to all the service advisors in your manufacturer, group or dealership.

Here are the highlights:

(02:29) The grandma rule

(02:59) Making an informed decision vs taking an ignorant risk

(04:30) Number one: cost or timeframe

(09:08) Number two: no regrets

(10:39) Number three: I think what you’re really asking me…

(12:23) Number four: feel, felt, found

(15:07) Number five: promise me

About Symco Training:

Symco Training was founded in 2000 by Simon Bowkett and it was his belief that the business had to offer its clients something different. That difference was clear to Simon from his days in the dealership when he experienced many sales trainers who had all the answers, but were unable, unwilling or both to actually  show the delegate how they could be implemented. It remains the ethos of the business today. You see, Symco only employ trainers that are committed to delivering not only inspiring and insightful training, but are equally as happy to demonstrate these skills and techniques with real customers in your own showroom.

We believe in order for sales training to be effective and in Simon’s words ‘real world’, it needs to be tried and tested in the only place it matters the showroom floor. There is no room for theory when your goals are for your team to sell more cars, hours or parts and retain more profit. In dealerships around the world the focus applied by many of the sales executives is to try and sell a deal. Symco specialise in getting your teams to focus on selling themselves, the product and then supporting this with the deal.

To find out more visit www.symcotraining.co.uk