● When there is a car with no price:

We use advanced tools to determine the price of the vehicles we have listed, sometimes this
tool can take a few days to process the price of the vehicle, especially if it's a rare one! And this
X is definitely in way better shape than every other one you've seen online. Don't worry about
the monthly payments, I'm sure we can get you a deal you won't be able to say no to!

● Pictures before appointment:

“I want pictures and video of the vehicle before scheduling an appointment" (this is
especially tough because we're not in-store, we're virtual; and sometimes, a lot of times,
salespeople are so damn lazy they won't get up off their ass and get these things for us...
how can we pivot the convo and get them in regardless of the salesperson getting us these
things?)

Hey Mr. Customer, I just checked and this vehicle is actually in the detail department
currently so I couldn’t get good pictures for you. But what I can tell you is that the pictures
on the website were taken before it was detailed and you can see how nice it is not even
cleaned up, so you’ll be blown away once you actually see it clean! This is an extremely
nice vehicle!
Since vehicles are selling so fast when they hit the lot let’s just set up a quick 10-minute
appointment for you to come to check it out and I’m 110% sure you’ll be blown away by how
nice it is. Can you come down right now or would after work be better?

● How much payment?:

“I want to know how much my payment will be before I go to my appointment"

I’m so glad you asked that. Our licensed finance department uses a very strict budgeting
system to ensure you don’t ever have to worry about your payment being too high. In fact,
almost all of my customers who have had that same concern in the past actually left with a
much lower payment than they were expecting.
We are great in this area so can you make it down right now or would after work be better?
OR
We use a very advanced budgeting tool that allows us to offer customers the best in terms
of numbers, payments, taxes, and fees! With us, you won’t have to worry about your
payments being too high anymore! As a matter of fact, most of our clients had the same
concern as you in the past and actually left with a much lower payment than they were
expecting!! We would love to have you here, so, can you head this way now?
 ● How to handle leads that want to negotiate over the phone and won’t
make an appointment until they have some numbers?

Mr customer I just spoke to my General Manager and he said after you test drive the vehicle
when you come in he will personally sit down with you and work out all the numbers. He
said he’s never missed a deal over numbers so can you come down right now or would after
work be better?

● How should we handle leads that are interested in vehicles with

structural damage/recalls/rollouts and become aware of it when
reading a carfax? I believe you have a video about this, but what
recalls in specific?

Mr customer we have thoroughly checked out this vehicle and it’s passed a full inspection
report for you to view when you get here. The vehicle drives great and it’s in excellent
condition. Can you make it down for a quick test drive right now or would after work be
better?

● How much is my trade-in worth?/ I won’t come in until you tell me how
much I will be getting for my trade-in

Ask them first how much they would like to get. Then say.
I completely understand getting top dollar for your trade is extremely important to you. What
we do here is actually one step further than that. Not only do I want to show how we are
highest in all the other critical areas important to you and your family like price, payments,
and trade-ins. What time are you able to make it in today, so I can make you a deal you
can't say no to. Would earlier this evening or later this evening work best for you?
IF THEY INSIST
I totally understand, look, the reason why I’d love to have you come in and have my general
manager look at it is because number one, ms Johnson called in last night, we estimated about
$8000 for her trade-in, but my general manager said: “have her come in”, when she came in
today she wanted more money my GM gave her $12,000 for her vehicle!! So we gave her $4000
more than what we offered on the phone, we are not a museum haha, we don’t buy these cars
to keep them, we buy them to sell them! We know this is important to you So we gotta make that
happen to earn your business, I’d love for the same to happen to you! Let me grab the keys, pull
the vehicle upfront and we will take great care of you! Sounds fair?

● If they need a co-signer

My sales manager got back to me, Irmalena! He let me know that we’re literally a signature
away to get this approved. So what I’m gonna ask you is if someone with better credit can sign
with you so we can get you through the door. Who do you believe could co-sign to help you?
● This vehicle has too many miles. I don’t want it.

If I covered the odometer, wouldn't you think that it has fewer miles? The car is in excellent
condition! You get to save a lot of money because it has a few more miles, and you also get to
pay lower monthly payments! You would still get an excellent car!

Let's set a quick 10-minute drive, you feel it and touch it, and in the end, it is your decision!
What do you think?

● What is the OTD? (Alternative)

Customer, I understand that price is important to you, price is important to me too when I
buy something. The good news is the general manager actually discounted the entire lot
today which means nothing but savings for you!! So instead of giving you the old price, let’s
take it for a spin, make sure you love the vehicle, and when we get back, I’ll show you a
5-minute proposal you can’t say no to. I guarantee you are gonna love it.

● I’m not going to drive two hours to get there if I’m not approved…

I wouldn’t expect you to make the drive if we didn’t have a “pre-approval” in place! You
have nothing to worry about at all!
How fast can you make it down here today and I’ll have everything ready!?

● Can you send the CarFax?

Every vehicle we have has been run through our full dealership-certified inspection and will
be like new for you and your family.
This vehicle has a clear title and is front-line ready! What time can you make it in to check
this beautiful car out!?

● Can you get me approved? My credit score is not good and no one
wants to work with me. Are you sure you can get me approved? I
don’t want to waste my time.

I understand and I wouldn’t ask you to come if we didn’t think we had a solution for you.
Because we sell so many cars, we send the banks more business than most dealers and
they make exceptions for us that they won’t for others.
Don’t worry you have nothing to be concerned about. What time can you make it in?
 ● I saw your bad reviews and I’m worried about them.

I apologize that we haven’t done a good job asking for reviews from our
customers.
Have you ever gone to an amazing restaurant and didn’t get a chance to leave a review?
Sadly, most people that get good service don’t leave them.
You see, we sell hundreds of vehicles a month and we have thousands of happy customers
throughout the state. Most are from repeat business and referrals.
I’m positive that after coming in, you will be happy that you did and you will laugh at the fact
you were second-guessing it. So, What time can you come in? Will 5:00 work?

● My offer is (LOW BALL OFFER)

Thank you so much for your offer! I just spoke with the general manager and he said that
we are NOT a museum. We DON’T buy these cars to keep them, we buy them to SELL
THEM! That’s great news for you. And what it means is that you have a good chance that
when you get here he will accept an offer.
So, he said if you’ll come in, drive it, and make sure you like it, he will personally sit down
and work out a great deal for you!
What time can you head this way!?

● The Carfax says it has 2 accidents and I'm no longer interested.

I understand. Do you know what I love about Carfax? It tells you all the details about
the vehicle EVEN IF a shopping cart bumped into the bumper.

In fact, 90% of cars on the road that has a “CLEAN CARFAX” have actually just been fixed
by a shop that does not report to Carfax.

So having a vehicle with an accident or two on it doesn't make it a bad vehicle, it's just now
with all the technology out there, you get every single bit of information on the vehicle.

And lastly, our dealership has put this vehicle through a full-service inspection and it is like
new for you and your family.
fees
What time can you make it in and check it out…? You will be blown away after you see it!
 ● They told me it was sold last week why is it still on the website?/I called
the store and they told me it's sold. (99.9% of Used independents
practice bait & switch)

I’m so sorry… these cars sell very fast when they are on the front line! The GREAT
NEWS is we have the largest pre-owned inventory in the state. Let me ask you this… if I
could make you an even better deal on a vehicle that has more options and we own for
less money, would you at least consider it? Of course, you would!!! What time can you
make it in today I’ll personally take care of everything for you.

OR

I understand and the fact is when we put these cars on the front line they sell very fast. The
car you're interested in actually had some scratches on the rear door panel. If it was still
available, I would have told you it's probably not your sharpest pick. But let me ask you this,
if I could show you a newer vehicle, with lower miles, that is actually in a better price range,
would that upset you at all? Of course NOT!
I bet you’re pretty open and just want to find something similar and get a great deal… I got
tons just like that one, I’ll walk through them with you and when you get here in the end it's
completely your decision. What time can you make it this afternoon?

● I want to do everything over the phone. (they don't want to come into
the store)

I totally understand how you can say that. I’ve been in your shoes buying a car before
and it took six hours!!! That’s CRAZY!!!

One thing that attracted me to this dealership is that we have an EXPRESS DELIVERY
PROGRAM here where you are in and out in a matter of minutes. I will have everything
ready for you to just show up, show your proof of identity, sign, and drive off in your new car
fast. It’s a beautiful thing. All of my customers are spoiled now and they will never buy
anywhere else. You’re gonna love it. Can you make it within the next hour?

● Your sales rep that called me was extremely rude, I don't want to buy
from y'all…

I sincerely apologize for that. You will never hear from that employee again. That’s the
reason why I’m personally here to help you. I know I work for an amazing company and that
is NOT how we operate. It eats me alive to know this because I’m passionate about my job.
I’m 100% confident that I will change your opinion of us after you meet me. I’m in the
relational business, not the transactional business. I’m not looking to just sell you a car, I
want to serve you at the highest level. You’ll see I’m the “real deal” once you meet me. I
promise you won’t have any reservations and it will be worth your time. Can you come in
within the hour?

● How much are you willing to negotiate the price if this is a cash
deal?/What's the OTD price with fees?

I'm so glad you asked that. What our company uses is called market-based pricing.
Research shows that 90% of our customers don't want to haggle over price and would like
to get the best price upfront. It’s 2022 and it’s the age of transparency. That's why we use
very expensive, but accurate tools that find vehicles like ours in the marketplace right now,
and then those tools actually price our vehicles for us to ensure we're always priced below
market. According to the stats on this vehicle, we are actually priced below market. Not
only are we great at price, but we are also high in all the critical areas important to you and
your family like price, payments, and trade-ins. By the way, will you be trading in a vehicle
with us today? Are payments going to be important to you?

● I won't fill out the application as I've been rejected several times and it's
hurting my credit score

I totally understand your frustration with OTHER PLACES… Fortunately for you, we specialize
in banks that only do challenge credit loans. We have A+-rated lenders that specialize in low
credit scores and all credit situations. I’m 110% confident the only regret you’ll have is not
coming and seeing me first! I’m going to get this taken care of for you immediately. How fast
can you get the application filled out?

● I don't have money for a down payment.

I totally understand. Most of our clients don’t put any money down so NO PROBLEM! Can you
head down to the dealership right now or would after work be better?

● The price is way above the market.

I understand how it may seem that way. However, we use very expensive tools that ensure
that our vehicles are always priced at market.
I think what’s important to remember is that this vehicle you’re looking at is immaculate inside &
out and will be brand new for you which separates it from all the other pre-owned vehicles on
the market due to its pristine condition.
Also, the general manager said won't miss your business over price, we will give you top dollar
for your trade-in, and we will guarantee the lowest interest rates in the country so you’ll have low
payments.
What time can you make it in to test drive it and I’ll also put together a 5-minute proposal you
can’t say no to.

● I want to know how much I was approved for/How much I need for the down
payment

Great news! We have an OPEN APPROVAL which means you just need to come in and select
a vehicle! And also the down payment is completely up to you! Can you head this way right now
or is after work better for you?

● What's the best way to extract a phone number from a Hispanic buyer
who saw a Facebook ad not advertising any particular car, but offering a
buying experience in their language and with few requirements such as
tax ID and passport?

Hi Andy! Great news! I see an open online approval for you in your name. The bilingual
department needs to do a quick phone interview to verify some information. What’s the best
number to reach you at for 2 minutes?

● How can we engage with Hispanic leads knowing they often ask for really
expensive vehicles and the reality is most of them do not have credit at all
or little to no down payment, but we need to get them through the door?

Hi Andy! Great news we have an open approval in your name! We need to set up a time for
you to come in and select the vehicle you want and take it for a test drive… Can you make it
down right now or is it after work better?

● No thanks, I’m only interested in this model.

I understand and the fact is when we put these cars on the front line they sell very fast. If this
vehicle was still available, I would have told you it's probably not your sharpest pick. Let me
ask you this if I could show you a newer vehicle, with lower miles, that is actually in a better
price range, would that upset you at all? You’re probably open you just want to find something
similar and get a great deal am I right… I got hundreds of vehicles in stock so what time can
you make it by for 5 minutes to go through all of them with you!?