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Handling Upset Customers, Part 1

Frustration happens when expectations aren’t met.

How do you turn upset customers into
Excited, Loyal, Lifetime Customers?

In this four-part Seek Excellence series, we are talking about upset, frustrated customers.

Sometimes, people come in with an attitude. Buyers come in angry, frustrated, and upset. How we handle these people determine if they become Excited, Loyal, Lifetime Customers, or not.

How do you treat someone with love and respect when they don’t treat you that way? Today’s first video looks at why customers become upset.


A harsh word stirs up anger, but a soft reply builds relationship.

– Proverbs 15:1

Why customers are upset:

  • Communication – Poor communication, lack of communication, and breakdowns in communication all destroy relationships.
  • Time – Having to spend time on something they don’t want to do or feel is a waste of their time creates dissatisfaction in buyers.
  • Money – A feeling of paying too much or being unfairly treated, in terms of money, can create dissatisfaction.

Sometimes when we perceive customers to be frustrated, it is because they communicate poorly, and we don’t really understand what the buyer is trying to say.

To move a person from being an upset customer to becoming an Excited, Loyal, Lifetime Customer, you have to truly understand them.

Often, upset customers speak in half-truths. It might not be that they are intentionally lying. It could be that their recall isn’t perfect. Don’t take this half-truth head on. Don’t repeat it. Take the time to understand what your buyer is really saying and who they are.

Next week, as we continue our series on understanding upset customers, we’ll cover understanding your frustrated buyer and the importance of getting your thinking right.

Good Selling!

Sell 5-12 More Cars A Month

All you need is this one simple shift.

And the simple shift is in your thinking.

“How many calls (or texts or emails) should I make every day?”

I get this question all of the time. But this is not the best question to ask.

Here’s the key:
Don’t think about how many calls you need to make.
Think about why you are making the calls.

What are the results you want to achieve? If your goal is to schedule one future appointment each day (and this should be your minimum goal), then the answer to the question of “how many calls should I make” is however many it takes.

If you schedule one future appointment a day, you
will sell 5 – 12 more cars
every month.

Think about what that
will do for your paycheck.

This shift in your thinking is the difference in being task-oriented or results-oriented.

The task is the call. The result is why you are making the call. So, why are you making the call?
Are you making the call to check off an item on your to-do list? Because someone, somewhere told you to make X number of calls a day? If you remain focused on the task, you will never achieve the result.

If your goal is focused on the result, if your goal is to set one future appointment a day, you will schedule 22 appointments a month. This will result in selling 5-12 more cars each month.

So, don’t think about how many calls you need to make.
Think about why you are making the calls.

Every day seek to hit your desired result.

Do whatever it takes to get it done.

Excellence In Sales & Life, A Proven Path

The path to excellence in all areas of your life is rooted in 6 timeless, proven principles. You have to make the decision to be excellent. It isn’t going to just happen to you.



Fools are destroyed by
their own complacency.


– Proverbs 1:32

What is excellence?

  1. Excellence is whole hearted.
  2. Excellence is a decision.
  3. Excellence is a habit.
  4. Excellence is personal.
  5. Excellence is not perfection.
  6. Excellence is an attitude.

Be at your best more than you used to be. Everybody reaches. Everybody fails.

To be on the path to excellence, you keep trying.

Good Selling!

Creating Vision for the Buying Process

Walking your buyers through the Sales Process creates relationship and trust and lets buyers know what to expect.

Creating vision for the buying process lets you:

  1. Get to know your buyers. You begin to Understand Goals.
    – Who they are.
    – What they want.
    – Why they want it.
  2. Overcome your buyer’s 3 fears.
    – Buying the wrong car.
    – Paying too much.
    – Being pressured or hassled.

When you create vision for the buying process, when you walk your buyer through the Sales Process, you let them know exactly what is going on and what to expect.

How do you do this, daily, with all of your customers?

It’s simple. Use the Sales Process in the Excellence Roadmap. Pay close attention to the word tracks. Learn them. Personalize them. This vision process is woven throughout your training.

Don’t be afraid to lay out for your buyer what’s next, what to expect. Remove their fears by telling them what you’re going to do. You can do this step-by-step or in its entirety.

Good Selling!

Complacency Leads to Destruction

The complacency of fools will destroy them. Solomon said this over 3,000 years ago. It’s still true today.

What is complacency?
Why will it destroy you?

A complacent person is someone who does not examine themselves. They get up, go through the motions, and do it again and again.

Complacency happens very easily. It happens during times of comfort. Complacency can turn into apathy. Apathy says “I don’t care“. Both of these lead to entitlement – the belief that one is deserving of privilege or special treatment.

You, we all, want to live lives of excellence. We want to have the joy, peace, and satisfaction that comes with pursuing our best selves.

How do you avoid complacency? You do this through self-examination. Ask yourself:

– What am I doing?
– How am I doing it?
– How am I affecting the people around me?

When you self-examine and adjust to become better today than you were yesterday, you start taking personal responsibility for your life. Personal responsibility is the antidote to complacency.

5 Key Areas of Personal Responsibility:

  1. Attitude – Is my attitude positive? Is it one that I want my family, customers, and coworkers to catch?
  2. Knowledge – Am I getting smarter or am I staying where I am while other people run past me?
  3. Skill – Am I turning my knowledge into skill? Do I ever stop practicing?
  4. Actions – Am I accountable for my actions? Am I taking the right actions
    every day?
  5. Results – My attitude, knowledge, skills, and actions create my results. Am I taking personal responsibility to become better today than I was yesterday in all of these areas? If not, what can I do better?

Good Selling!

Taxes & Fees, Of Course

Part of presenting your deal sheet with excellence is including the phrase “Taxes and fees, of course“.

You remember this – it’s part of your Excellence Roadmap training.
It’s part of the Agree Step.

There is a positive psychological impact to including this phrase as a casual, natural part of your deal sheet presentation. It subconsciously signals to your buyer this is a normal, everyday occurrence. Everyone pays taxes. It’s something we all do. It allows your buyer’s subconscious mind to say “yes”.

Too often, sales consultants present taxes and fees as a negative, as optional, as something that can be negotiated. This creates an objection to the taxes and fees in your buyer’s mind. Remember, when you expect a fight, you’re going to get one.

Tips for presenting your deal sheet:

  • Start with the right thinking.
  • Believe in your numbers.
  • Guide buyer’s eyes with your pen.
  • Say the ‘good’ numbers, the savings.
  • Point to everything else.

Presenting your deal sheet with excellence is so much more than just a presentation. It’s a way to get your buyers to focus on the car, to focus on the excitement of getting the car, to focus on the joy of the purchase.

Good Selling!

As You Think In Your Heart, So You Are

Professionals prepare to win everyday!

Your thinking, you attitude, your point of view determines the quality of your life.
Thinking is one of the principles, one of the natural laws, that governs your life.

Be careful what you think. How you think determines how you act.
Your actions determine your results.
It’s even deeper than that. Your thinking determines your actions.
Your actions repeated become your habits.

Good habits are the key to success.
Bad habits are the unlocked door to failure.

– Og Mandino

Your thinking is very important. Where does it come from?
It comes from your life experience, your environment, your education.

Ask yourself:

Is my thinking the best it can be?
Is my thinking what I want it to be?
Is my thinking the right thinking that will help me reach my full potential?
How can I get my thinking right to achieve my goals and dreams?

Here are some tips:

  • Constantly pursue thinking better today than you did yesterday.
  • Show appreciation and gratitude.
  • Seek knowledge on a daily basis.
  • Learn what to do, why to do it, and how to do it well.
  • Pursue the right attitude.

Take time daily to decide what your thinking is going to be. Pursue knowledge daily.

It’s the pursuit of excellence, the pursuit of your best self, that creates the joy, peace, and satisfaction you are looking for.

Remember, as you think in your heart, so you are.

What’s in your heart?

Good Selling!

Budget Is A Lie

How many of you have heard from your buyers…
That’s outside of our budget” or “Our budget is…“?

I’m willing to bet 100% of you have.

Guess what?

That is a lie!

How do I know this? Less than 10% of buyers have a budget. If “budget” were true, your buyer would be willing to get less car to fit their budget. But that is not what they are trying to do. Your buyer is using the word “budget” to try to get more car for less money. I get it. We all do it.

As a sales consultant, you need to understand two very important facts about
buyers when they talk about budgets:

  1. All buyers have 3 prices.
    – What they want to pay.
    – What they’re willing to pay.
    – What they do pay.
  2. All buyer have 3 fears.
    – Buying the wrong car.
    – Paying too much.
    – Being pressured or hassled.

When you understand these two facts and when you work with excellence, you can make your buyer feel comfortable purchasing the car they want to buy and paying what it takes. (For additional training on getting your customers committed to buying the car from you with your first set of numbers, watch the Agree Step training in your Excellence Roadmap.)

You know your buyer will never want to pay what it takes to buy what they want to buy. Here are a few tips to use when your buyer says “budget”:

  • Never repeat the word budget back to your buyer. It is a negative statement that locks your buyer into their numbers, into their lie. (If you repeat a lie enough times, everyone believes it.)
  • Rephrase what your buyer said using an Empathy Statement. (Refer to your ReSell ReAsk training in the Excellence Roadmap.)
  • Remind your buyer the market prices the car and the trade. You do not.

Remember, when your buyer brings up budget, it’s just another way to say…
“I don’t want to pay too much.”
“This is more than I really want to spend.”
“Show me this is a great deal, and I’ll take it.”
“Prove to me this is a great deal, and I’ll take it.”

Understand your buyer’s 3 prices and 3 fears. Focus on showing value. Use empathy (and the market). Get a today commitment before presenting numbers.

Good Selling!

I Don’t Have Time

Have you ever said “I don’t have time“?

What does that even mean?
We all have the same 24 hours in a day.

I don’t have time to…
(You fill in the blank.)

It’s funny how the most important, the most jugular, things for our well-being, for our success, are often the same things we say we don’t have time to do.

What you’re really saying is you value something else more.

Here’s the problem:
When most of us wake up, we really don’t think about it. We allow our day to manage us. We don’t manage our day. We spend our days reacting to things.

Ask yourself:

  • What do I want my day to look like?
  • What do I want to accomplish today?
  • What am I valuing more than the things I am not getting done?
  • What do I want to be doing regularly (that right now I say I don’t have time for)?
  • What will happen if I make time for these important things?
  • What will happen if I don’t?
  • How will it impact my life?

Nothing great ever just happens.
You have to make a daily decision to make it happen.

Make a decision on how you spend your time.

Make time for the things that matter.
I want you to seek excellence in everything you do,
especially in how you spend your time.

Good Selling!

Run Toward Problems

Don’t run away from problems, run toward them.

Running toward problems lets your customers know you have their back. It tells your buyers, “My service to you begins when you leave with your car“.

Problems will find you. The longer the problem festers, the bigger it gets and the more difficult it is to overcome.

As soon as you have a problem with a customer, go to your manager and immediately game plan a way to resolve the issue. Talk about solutions you can
offer your buyers.

When you do this, you create:
Excited, Loyal, Lifetime Customers, additional sales, higher gross, and more goodwill.

People who go home with a car, have a problem, and the problem is handled well, are more loyal and more likely to buy from you again than people who never have a problem.

Running toward a problem is always better than running away from it.

Do the right thing.

Good Selling!