Stellantis Obections and Rebuttals

The customer is interested in a new Dodge Charger SXT in white and would like to know if the dealership has that model and color in stock? How do you proceed?

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  Let the customer know the dealership gets new inventory all the time and we would be happy to have a sales specialist follow up to review availability. Then send a hot lead.

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  Let the customer know they can browse the inventory online themselves or call the dealership directly.

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  Invite the customer in to review their options and let the customer know we would be happy to have the dealership call prior to their appointment and confirm if they don't have what they are looking for.

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  Check the dealership's online inventory through the brand website to check and see if they have a white SXT.

The customer is interested in a new Jeep Wrangler but has some questions about all of the features and trim levels- how do you respond?

• That is a great question for one of our Sales Specialists. I would be happy to have them follow up with you to review your options. Is this the best number to reach you?

• Look up the trim levels on the Jeep Wrangler and review the options with the customer.

• That is a great question for one of our Sales Specialists- when is the soonest you can come in and review your options? Today or tomorrow?

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  Advise that the customer visit the Jeep website to research the trims and options before coming in.

The customer is interested in the vehicle but states they have some concerns regarding their credit. How do you handle this?

• Let the customer know that we will pass along their concerns and have a finance specialist follow up then send a hot lead.

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  Let the customer know that the the dealership does work with many different lending institutions; some that even help re-establish credit if that’s what necessary and invite them in to review options.

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  Ignore the customer's concerns and invite them in to the dealership to review their options.

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  Let the customer know they can submit an application online, then thank them for their time and dispo as working with dealer.

The customer is interested in the vehicle but states they have some concerns regarding their credit. We invite them in and they decline and ask if someone can review their credit over the phone first. How do we proceed.

• Inform the customer that they will need to come in

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  Let the customer know that we will pass along their concerns and have a finance specialist follow up then send a hot lead.

• Provide the customer with the phone number to the dealership

• Advise they fill out a credit application online

The customer states they are no longer looking for a new Chrysler Pacifica and are considering a pre-owned. How do you proceed?

• Confirm the price range they are looking for and invite them into the dealership

• Let the customer know that the inquiry was for a new model- thank them and dispo not interested

• Confirm the price range they are looking for and let them know a sales specialist will follow up then send a hot lead

• Let the customer know they can browse the inventory online

The customer would like to visit the dealership with her husband this upcoming weekend but is not sure of an exact time- how can you handle this?

• Say no problem and let the customer know they can walk in anytime on Saturday

• Ask if they will visit in the morning or afternoon and let the customer know we can schedule a tentative appointment for this Saturday

• Let the customer know we will have someone from the dealership call on Friday and set up a time from there

• Give the customer the direct number so they can call once they have a better idea of their schedule

The customer states they are no longer looking for a new Dodge Challenger and are considering a pre-owned. We invite them in and they decline and would like to review pricing before coming in. How do you proceed?

• Let the customer know they can browse the inventory online

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  Let the customer know that the inquiry was for a new model- thank them and dispo not interested

• Let the customer know that we will pass along what they are looking for and have a pre-owned specialist follow up then send a hot lead.

• Provide the customer with the phone number to the dealership

The customer states they are looking for a new 2023 Alfa Rome Guilia and they ask you for a price quote- how do you respond?

• State "Let me do this. Let me go ahead and have the sales manager contact you directly because it sounds like you are looking for some very specific details and pricing information and he will have all of that info- when is the best time I can have him give you a call back? Great, I'll send this to him right now."

• Advise that the customer call the dealership directly for a price quote

• Go into the build and price tool on the brand website and provide the customer with a quote

• Let the customer know we would be happy to have a Sales Representative follow up with a specific quote. Then state "In the meantime when is the soonest you would be able to come in and test drive were you thinking one day this week or would this weekend work better for you?"