Excerpt from a YouTube video (creator: Nate Tilley) containing a recorded phone role-play between a salesperson (Shelly) and a trainer/secret-buyer (Tom). Tom critiques Shelly's call handling (not asking for the customer's name early, not trained on calls), demonstrates objection-handling techniques for selling a pre-owned 2024 Ford Edge (value vs. price, painting a picture of the car), and coaches scripting to move a prospect to an appointment. The clip is instructional, focused on improving phone sales skills.
I love that. Oh, my goodness.
Okay.
You know, I recorded that. I'm not too sure if that's okay.
With you, but it's totally okay with me. Yeah, I was calling to get some information on a Pre owned vehicle, 2024 Ford Edge. Are you a salesperson?
2024 Ford Edge. Yes, I am.
Okay, number one, she didn't ask my name. Okay. Now, I haven't hit her with an objection. I haven't been tough on her. But you've heard what she said. Is this transactional or is this relational? I'm just saying if you're gonna sound like everybody else who doesn't care, don't expect your dealership to grow. Yeah, so what, what is it?
Price online at that one, you're looking at 19. 19,995.
Okay. I'm looking at one down the street. It's about 2,000 less. Let me go peek at it. And then after I look at it, I'll get back with you. Okay.
What's your name?
There you go. You asked it for the first time. My name is Tom. Were you guys trained to ask people's name at the end of the call or the beginning?
We weren't really trained on calls. No.
It's totally cool. I understand. How long have you been there for?
I've been working here for about maybe a year and like six months.
But they gave you the telephone to have you help customers, but they didn't train you, is that correct?
Pretty much.
You got a pen? Do you got a piece of paper? Can you write this down?
I do.
Anytime somebody says that they found a vehicle that's less expensive or they found it cheaper. Look, people don't want to put cheap in their driveway. People want to put value in their driveway. Wouldn't you agree?
I agree.
Okay, cool. So if they found a car that was $2,000 less, but it wasn't in as nicest condition as the one that was 2000, would they still rather have bought the cheaper vehicle that wasn't as nice? Or they probably rather spent a little bit more money on something they would have been proud of and probably kept for a few years.
I agree.
So the biggest thing that you can do, and I want you to write this down, paint pictures. You have to paint the picture to the client when they're on the call with you, how nice your vehicle is. So you ready? Let's walk through this. What is your name again?
My name is Shelly.
Hey, Shelly. Number one, thank you so much for reaching out today. The car that you're calling about the 2024 Ford Edge. It was literally traded in last night by an older couple. It's an unreal condition. One to ten. It's an 11. If I had 100 of these, you could sell 100 in a day. Matter of fact, the lot porter that moves the cars around in the morning, he mistakenly thought it was a brand new vehicle because it was that nice and even parked it with the new cars. Now, I. I'm guessing just be by the way that you're talking to me. You're wanting a brand new vehicle for you and your family. You just don't want to spend brand new money. But you do want it to be a new car. Would you agree? Yes or no?
I would agree.
Well, here's what I'll tell you. We're not only great at price, we're also high in all the critical errors that are important to you and your family. Like giving you the most for your trade in giving you the best monthly payment and also giving you a low interest rate with no money math. So why don't we do this? You can come into here, touch it, feel it, smell it, make sure you love it. And if you like it, I'll make you a deal you can't say no to. Does that sound fair?
I love that. Oh, my goodness. Okay, I recorded that. I'm not too sure if that's okay.
With you, but it's totally okay with me. Have a blessed day. Talk to you soon.
