Objection Handling

45 Cents Per Hour

Loss Ratios, Actuaries, and Risk Aversion

Uninformed Risk Acceptance and Self-Insurance

Vacations

Verify-Empathize-Address

Rain Grooves, Tire Repairs, and Redirection

Depreciation

Option Column Objection to VSC Segue

Motivation, Suppression, and Maintaining Control

Do I Have To Buy any Of This?

Fielding Some Common Objections

Near-new Coverage, Consequential Damages, Back-end Guidelines, and Leadership

“No Thanks, I’ll Self-Insure”

The Business Card

Missed Tells, Staplers and Mobile Phones

Intangibles, Providing Perspective, and Outside Liens

“But we don’t drive that many miles!” & “Are you telling me this is a bad car?”

Watch for The Changes

Keeping Things Moving Via Transitional Segues

“We’re probably not going to be purchasing what we did, last time.”

Competition

Concessions

Segue Via Comparative Association

The Discount Endeavor (Concessions…Part Two) and A Recap of Our Process

High-Tech VSC’s

Interacting with Colleagues/Internal Customers

Persona Non-Grata

Store Average Credit, Checklists, and Working Conditions

Leadership Through Mentoring: Improving the Back-end Via the Front

Motivation, Suppression, and Maintaining Control

Internal Customers

The Message

Helping Service Writers

Sharing, Believing, and Cringing at the Bad Karma

Defending Yourself Versus Recognizing Opportunities for Improvement

How Do You Make Them Feel?

Intangibles, Providing Perspective, and Outside Liens

Customer Profiles

When to Present Your Menu

Document Presentation and Menu Introductions

How Do You Make Them Feel?

Intangibles, Providing Perspective, and Outside Liens

Keeping Things Moving Via Transitional Segues

“We’re probably not going to be purchasing what we did, last time.”

(stressful) Times