The video presents a real‑time annotated sales call between Jay, a BMW Auto House salesperson, and Diane, a prospect with a leased vehicle. A coach (Speaker C) provides continuous commentary on Jay’s tactics, highlighting strengths and missteps. The call begins with a sub‑optimal greeting, quickly moves to establishing a logical reason for the call (a client interested in a 2024 X5 that matches Diane’s spec), and softly probes Diane’s openness to a trade‑in. Diane objects with “Can I think about it?”; Jay diffuses the objection by acknowledging her enjoyment of the car and offering to develop a concrete proposal. He then presents a loyalty financing rate (6.49% current vs. 2–2.5% offered) to create financial incentive. The conversation ends with Diane asking to schedule a time to see the car. Throughout, the coach points out effective techniques (soft probing, logical reasons, rate comparison) and areas for improvement (over‑talking, not allowing space for answers). The content serves as a sales‑training example demonstrating how to handle the classic “I need to think about it” objection and move the prospect toward a concrete next step.
Chapters
Hello?
Hey, I'm looking to speak with Diane.
So saying I'm looking to speak with Diane, it infers that you do not know that this is Diane's phone. Again, starting off on not the greatest foot, but starting the conversation nonetheless.
Hey, is Jay calling from BMW Auto House. Did I catch you at a bad time?
Checking if she actually has time to talk. This is good.
No.
Hey, how are you now asking how are you after you've already started the conversation. It's a bit of a throwaway question and it can trigger sales resistance. So overall, not good.
Good. How are you?
Good, Good. Thank you. The reason for my call today is
now getting in on why you called. This is good. This is what they're going to be wondering. It relieves the anxiety for the prospect.
I was just looking through. I had one of my clients actually interested in a 20, 24x5, and they're looking at a particular spec, and turns out your spec is one of the cars that actually meets his criteria.
Now giving a very good, logical reason of why you're actually calling. That is important to them. This is very good.
I know your lease isn't due for another year, but I wanted to see if you may be open to the idea of, you know, potentially trading it in and, you know, getting. Ignore it.
Asking would you be open to the idea? Very soft way to actually get some buying from her. Very good.
Can I think about it?
I. I was now getting an objection. Not good. But let's see how he handles it.
Was it really thinking? Because I, you know, I am enjoying the vehicle, so I really didn't.
I'm happy to hear you're enjoying it. I know.
So really good tone. You can see he's smiling and he diffused the objection. Very, very nice.
I kind of sprung this on you. Definitely, you know, take your time to think about it. But at the same time, I'd love to, you know, if you're open to it, if I have an opportunity to take a look at your car. That way I can tell the buyer, hey, like, look, the car looks great. I can get really, a top number for your car. Maybe put something on paper for a new car for you. That way I have something more concrete for you to actually think about. Right.
Shifting the meaning of. I need to think about this proposal that you just gave me, too. I haven't even given you a proposal yet. So let's get a proposal so you can think about that. Moving her along in the sales process. Very nice.
As opposed to, like, should I do it right I haven't really tabled anything with you yet for you to think about. Right. Also because I noticed your current didn't
allow her to actually answer the question and just went into the next thing. Not good. Some people can feel like you're going down their throat. Allow her to space to actually answer the question you asked her.
Your current rate with us is about 6.49%. If I were to use your loyalty offer to upgrade right now, you'd be looking at a rate of two, two and a half percent.
Giving her another really good logical reason on why she should come in. Very, very good.
Yeah. So even though if the payment might be comparable or jump up a little, the bulk of the payment won't be cost of borrowing.
Okay, would you like when is this. When would you want to see the car?
Hold on and then goes ahead gets her booked in. Overall, few tweaks could have made this better, but a really, really good, solid example of getting somebody to diffuse the resistance and actually get them booked for an appointment. Nice job.
