Jack Key Cj - DP- Objection Handling Basics
- 1.During the negotiation clients may exaggerate or misrepresent the facts for their own benefit. Understandably these situations can challenge your patience, but you have to resist the temptation to confront or embarrass your client.
- A.
True
- B.
False
- 2.If you confront or embarrass your client they will definitely let people know. What is the quickest way for a client to get the word out about their bad experience?
- A.
Telling their family and friends
- B.
Posting to social media where the whole buying public can see
- C.
Complaining to your manager
- D.
Telling you off on the showroom floor
- 3.Why do complaints, especially via social media, cause so much trouble? (Select all that apply)
- A.
Because your dealership uses social media to attract clientele
- B.
Because upset clients can find your personal page and harass you
- C.
Because it reflects poorly not only on you, but also the dealership
- D.
None of these
- 4.If a situation occurs where you believe your client is not being truthful, don’t react unfavorably, instead choose to be empathetic and show concern for your client by:
- A.
Presenting them with proof of the facts
- B.
Communicating any conflicting information in a non-confrontational manner
- C.
Treating the client with respect and working to establish common ground
- D.
All of these
- 5.When responding to a client objection it is critical that you choose your words wisely. No one likes to be told that they are incorrect or have been misinformed and it is easy for a client to take offense.
- A.
True
- B.
False
- 6.One way to avoid a negative reaction is by using softening statements to ease into your response to their objection. Some examples of softening statements are: (Select all that apply)
- A.
“Let’s talk about that.”
- B.
“I’m glad you brought that up.”
- C.
“I understand how you feel.”
- D.
None of these
- 7.If none of your attempts to save the current sale have been successful, offer a lower priced vehicle that fits into the client’s budget. This will typically result in either... (Select all that apply)
- A.
The client deciding to purchase the lower priced vehicle
- B.
The client being offended and not making a purchase
- C.
The client realizing they would rather spend a little more to get the vehicle they really want
- D.
The client deciding they want more for their trade
- 8.When a client objection occurs it is important that you isolate and clarify the objection, you don’t want there to be any room for misinterpretation.
- A.
True
- B.
False
Questions: 25 | Attempts: 141 | Last updated: Apr 18, 2014
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