Course curriculum

    1. Introduction

    1. Understanding Buyer Psychology

    2. What Drives Buyer Behaviors

    3. Types of Buyer Behaviors

    4. How to Identify Buyer Behavior

    5. Definition of Stress

    6. Definition of Defensiveness

    7. What Motivates Buyers

    8. What Buyers Want

    9. Questions that Invoke Fear and Defensiveness

    10. Questions that Invoke Excitement

    11. You Will Never Get Rapport

    12. The Customer Will Never Trust You

    13. Emotions Versus Logic

    14. What is a Lie

    15. Why Buyers Lie

    16. How to Stop Buyers from Lying

    17. Chapter 2 Quiz

    1. Bad Attitude

    2. Fear of Rejection

    3. Preconceived Notions

    4. Know it All

    5. You Stop Learning

    6. Not Having Fun

    7. Talk Too Much

    8. Failure to Allow Customer to be in Control

    9. Ask Threatening Questions

    10. Failure to Set Goals

    11. You Sound Like Everyone Else

    12. Common Meet & Greet

    13. Bad Pre-Qualifying Questions

    14. Short Demonstration Drives

    15. Talk Too Much During Demonstration Drive

    16. Trial Closes

    17. Negotiating on the Lot

    18. 18 No Service Walk

    19. Fear of Asking for the Sale

    20. Failure to Be Prepared for Objections

    21. Failure to Prospect

    22. Poor Sold Customer Follow-Up

    23. Chapter 3 Quiz

    1. Albert Einstein

    2. Why Should I Buy a Car From You

    3. Customer Perceptions of Salespeople

    4. Salespeople Perceptions of Customers

    5. The Four Rules of Sales

    6. The Power of First Impressions

    7. Eye Contact & Body Language

    8. The Power of a Smile

    9. The Cordial Meet & Greet

    10. Meet & Greet Obstacle: I am Just Looking

    11. Meet & Greet Obstacle: Is it OK if I Walk Around Alone

    12. Meet & Greet Obstacle: What is Your Best Price on the Car Over There

    13. Meet & Greet Obstacle: I Do Not Have my Trade with Me

    14. Meet & Greet Obstacle: My Spouse is Not With Me

    15. The Goal of the Qualification

    16. Common Qualification Questions that Scare Customers

    17. The DLA Qualification Questions

    18. The Goal of an Inventory Walk

    19. Being a Good Listener

    20. Where to Begin the Inventory Walk

    21. Verbal & Physical Signs

    22. The Goal of the Selection

    23. Transitional Phrase to the Qualification

    24. The Goal of the Internal Presentation

    25. What Is Mental Ownership

    26. The 2 Parts of the Internal Presentation

    27. The Ownership Position

    28. The Goal of the Demonstration Drive

    29. Length of the Demonstration Drive

    30. Benefits of Being Silent

    31. When to Talk During the Demonstration Drive

    32. The Goal of the External Presentation

    33. The 2 External Presentations

    34. Pros of Trial Closes

    35. Cons of Trial Closes

    36. The Goal of the Service Walk

    37. Transitional Phrase to the Service Walk

    38. Chapter 4 Quiz

    1. What is an Objection

    2. Why do Customers Object

    3. The Difference Between an Objection and an Obstacle

    4. Who Wins in a Combative Environment

    5. The Old School Philosophy

    6. How Customers React to the Old School Philosophy

    7. Common Objection Steps

    8. Is Price the Main Factor in the Objection Response

    9. Who Wins When you Make it all About Price

    10. Scenario: The Payment/Price is too High

    11. Scenario: You are Not Giving me Enough for My Trade

    12. What Does "I Want to go Home and Think About it" Really Mean

    13. How the Presentation Dictates the Objection

    14. The Benefit of Word Tracks

    15. Creating Your Own Style

    16. The DLA 4 Objection Steps

    17. Step 1: Acknowledge

    18. Step 2: Counter

    19. Step 3: Seek Acknowledgement

    20. Step 4: Close

    21. Why We Have Structured Steps

    22. Definition of Acknowledge

    23. What is an Acknowledgement Statement

    24. What are Tie Down Phrases

    25. Acknowledgement: That Payment is Too High

    26. Acknowledgement: You are Not Giving me Enough for My Trade

    27. What is the Counter Step

    28. The Goal of the Counter Step

    29. The Reason to Tell a Story

    30. Counter Scenario: That Payment is Too High

    31. Counter Scenario: You are Not Giving me Enough for My Trade

    32. The Goal of the Seek Acknowledgement

    33. Seek Acknowledgement: That Payment is Too High

    34. Seek Acknowledgement: You are Not Giving me Enough for My Trade

    35. The Goal of the Close

    36. The 7 Most Important Words to Close a Deal

    37. Chapter 5 Quiz

    1. When Does the Negotiations Begin

    2. When Does the Negotiations End

    3. Common Misconceptions About Negotiations

    4. The Difference Between Negotiations and Closing

    5. Why Customers Fear Negotiations

    6. Why Salespeople Fear Negotiations

    7. Why Managers Fear Negotiations

    8. What We Do That Ignites Fear in the Customer

    9. Have you Earned the Right to Ask for Full List

    10. Why we Fear Full List

    11. When is Full List a Fair Price

    12. Is Full List Possible with Every Customer

    13. Selling the $30,000 Car

    14. What we Need to Know Entering the Negotiations

    15. What we DO NOT Need to Know Entering the Negotiations

    16. The 2 Choices Every Salesperson Must Make

    17. Controlling Your Mindset

    18. The True Goal of the Qualification Step

    19. What is the Pendulum Effect

    20. The Before and After of Price & Payment

    21. The 2 Types of Objections

    22. What Causes Each Type of Objection

    23. The Mechanical Presentation

    24. The Psychological Presentation

    25. Changing the Perception of the Numbers

    26. The Subtle Close

    27. What is a Plateau Number

    28. 2nd Pencil Example Using the Plateau Number Strategy

    29. What are Credible Discounts

    30. The Dangerous Crutch of Lowering the Price

    31. Customers Perception of Price Lowering

    32. Early Management Introduction

    33. When to T.O. the Customer

    34. Using Empathy to Create a Captive Audience

    35. Most Common Mistake Salespeople Make

    36. Is it OK to let the Customer go Home to Think About it

    37. The Danger of Separation

    38. The Danger of Idle Time

    39. Chapter 6 Quiz

About this course

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  • 221 lessons

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