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Response Modules Recognizing Comments and Objections

Write a two line or more response to the following comments!

Please find these samples of questions, comments and thoughts these are ways to up your client communication skills. You may want to modify them.

Sample Response Module statements and questions

• Thank you for letting me know you feel that ______.

• May I ask you a few questions? (Pause get a response the ask)

• May I ask you a very important question? (Pause get a response the ask)

• What makes you feel that’s ______? (Pause and listen intently)

• What makes you think that’s ______? (Pause and listen intently)

• Thank you for asking about ______.

• I would love to give you ______thank you for asking.

• So lets partner together to make the best decision for you. Does that sound agreeable to you ______? (Get a response then proceed)

I need a tune up, how much does that cost?

Yes we can, how about right now? Yes we can, when can your bring your vehicle? We have 2PM or 4PM today which time works best for you?

I need to have my tires replaced, can you do that today?

How to properly answer the phone….

Thank you for calling ______(Insert shop name)!

This is ______(Insert your name)

How can I help you?

Are you willing to hold briefly? (Not please hold) Remember to ask first….

Let me have your name and number. I’ll make sure ______gets your message.

How much do you charge for brakes?

Thank you for asking that’s a great question.

I need to bring my car in for a tune up, can you do that?

Yes we can how about right now?

How much do you charge for an oil change?

Thank you for asking, may I share with you what we do during our Keep Your Car Comprehensive Oil Service here at XYZ Automotive? Our customers rave about how we do this service. We…..

When do you want the appointment to have your Keep Your Car Comprehensive Oil Service done AM or PM (Monday or Tuesday) (10AM or 2PM)?

Thank you for asking about the price of a coolant flush. What makes you feel? What makes your think? You may not need to spend the money wouldn’t that be great. The only way we are going to know that is to inspect your vehicle. Would 2 pm or 4 pm which work best?

What’s the price?

How much do you charge for a coolant flush?

That’s a lot of money? (Comment)

May I ask you a very important question? (Pause - get a yes and then proceed) What makes you feel you want to think it over? (Listen, Listen, Listen) Then proceed to the close,

I want to think it over?

I won’t fix this car? It’s not worth the investment.

Thanks for letting me know you feel that is a lot of money. May I ask you a few questions? What makes you feel it is a lot of money? (Listen, Listen, Listen) respond: I can see how you can feel that way. So lets you and I partner together to make the best decision for you. Does that sound agreeable to you?

Thanks for sharing the idea you want to shop around. May I ask you a very important question? (Pause and get a yes then proceed) What makes you feel you want to shop around? Listen, Listen then re-close the sell,

I want to shop around?

I want to use junk yard parts to save me money.

My car is at another shop.

Thank you for letting me, know that your car is in another shop! Please tell me where? May I ask you some very important questions? Have they repaired your vehicle before? What is your concern about these repairs?

My brother-in-law told me ______.

You must be able to give me a price you’ve worked on plenty of these vehicles.

My husband left me the car today and told me to get prices and get it fixed.

Customer just says flat NO. What do you do? What do you say?

Good old boy price shopper. Ask them!

I would love to give you a price over the phone! But, through our years of experience that is not always the best way. Is for you to come on down and bring your parts with you. Let us inspect and verify that the struts you bought will repair your concerns. Isn’t that what you really want Mr. Jones? I have two openings today one at 10AM and 1PM which one works best for you?

I would be misleading to give you a price over the phone! We know that it’s best to have our technicians verify the parts you purchased will repair your concerns. Why? So you spend fewer dollars and have fewer problems. Isn’t that what you really want Mr. Jones? I have two openings today one at 10AM and 1PM which one works best for you?

Are you calling around for budget purposes or will you have it repaired today?

What are you going to do?

Who decided those struts were what your car needed? What if that does not fix your problem what are you going to do?

• Let me ask my wife or husband (deferred decision)

Thanks for letting me know you need to share this decision with ______. Would you like for me to call them for you? I would love to do that let me take it off your plate. What is a good number to call them ______?

Putting a significant investment in your vehicle today and it will be safe to drive,

Having all of the preventative maintenance done on your vehicle,

Brakes working again, Your wife being safe while driving at night, Driving to CO on vacation,

Can you get excited about…………..

Maintaining your car so it can be driven 200,000 or more, maintaining your biggest investment other than your home, not having to have car payments, not paying sales tax,

Do you see the value of …………….

Do you see the benefit of……………………..

Can you see the merit in………………..

Wouldn’t it be terrific if ………………………

we could show you the way to have your vehicle last over 200,000 miles, if we could show you how to maintenance to save you money would you be interested, if you could trust your vehicle and to be trouble free, never having to call the tow truck, to know your daughters car is safe while she is off to school, we could save you time and money on a new car,

You found me to fix your car, we offer a 36,000 mile nation wide warranty, we are open 7 to 7 six days per week, we use OEM parts for your Honda,

Aren’t you glad that…………………

Aren’t you looking forward to …………………

Keep your car, and save $ 5000 per year, would that help your budget, let us partner with you and take this burden off of you, re-close the sale,

To have your car inspected by Modesti the best in the west for the last 38 years, so Mr._____ with your permission I will have my technician do a complete inspection service,

Doesn’t it make sense to …………………………..

Wouldn’t you agree……………..

It is better to invest a little now versus a lot latter, that this is a needed repair, yes is the best answer for this repair and service, your car is worth investing in, that it is high time to start,

It would be smarter to be safe than sorry, it would be nice to have a shop you can trust,

Your budget is under control, to have worry-free driving, have more money to keep your car shinny clean in CO,

Isn’t it going to be fun when………………

Do you realize the importance of ………………

Having a safe vehicle for your family to use, maintaining a large investment, reducing the chance of a breakdown, changing your oil on regular basis, following your vehicles maintenance schedule,

You could go to Coors field to watch the Rockies beat the Braves, you made the right decision with this repair, you made a wise choice today, that we use quality parts to fix your car, we have trained technicians, we have a nationwide warranty,

Wouldn’t it be comforting to know……..

My car is making a loud shrieking noise when I start it, do you know what is causing that?

I want to have my spark plugs replaced, do you do that?

That’s a real good question? Let’s review the items together and help you make the best decision.

Before we review may I ask some very important questions? Of all these items we have talked about which would you like to do today? Safety first, preventive maintenance second,

Do we have to do it all today – What can we put off?

Automotive Service Leaders – The Turnaroundtour Company

Phone - 800-233-8551 Fax - 270-782-1707