Have you ever noticed how easy it is for people in a retail setting to say no? It's defensive shopping behavior that is almost automatic! So right now you're thinking brilliant observation Einstein… tell me something I don't know.Well the number of times you ask a question and get a NO response depends on the questions you ask.Think about typical questions that get a defensive NO in any retail setting:

Can I help you? NO just looking.

Is there anything else? NO.

Do you want to buy it? NO.

Would you like to biggie-size your order? NO.

Why is it so easy for people to say NO to these questions? They are all closed-ended questions that shoppers are conditioned to say NO to.In the automotive setting, shoppers will say NO to these types of questions to stall the sales process. It's not really an objection it is just defensive buyer behavior that really says: I don't know you, like you, or trust you… yet.

So if it is easier for a shopper to say NO than YES then maybe we should ask a better closed-ended question.Ask questions that make NO the right answer:

Are you happy paying the high maintenance costs of your current vehicle?

Would you mind if I saved you some time today?

Are you opposed to me saving you some money?

Is there anyone who deserves this new car more than you?

Is there any further information you need to make a decision?

Is there anything stopping us from going forward with this today?

That won't stop you from getting your new car will it?

Now this is not to say that you don't ask a lot of open-ended questions in your sales process as well.You couldn't possibly get enough information in the interview without good open-ended questions like:

What did you want to get accomplished today?

What does your next vehicle have to do better than the one you have now?

What has changed in your family or occupation that makes you want to change your vehicle?

What are the most important features that your new vehicle must have?

Who will be driving the vehicle the most? What kind of driving do they do?

Think about the questions that you ask that get an automatic NO and stall your progress.Get rid of them.Plan in advance better questions you will ask that help shoppers toward a positive buying decision.Practice them with your team mates so they are smooth and comfortable.

To paraphrase Einstein: The definition of insanity is to keep doing what you are doing and expecting a different result.

ISI/PAL Automotivaters is a Canadian company celebrating 20 years of helping dealerships increase volume and profit through training, coaching, and accountability systems. Our clients range from single dealerships of all sizes to dealer associations and entire dealer networks in Canada, USA, New Zealand, Australia, the Philippines, Indonesia, and Asia.

See us at: www.automotivaters.com

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