The Payments are Too High

Defend and justify the dealership's standard documentation or administrative fee ('doc fee').

Manage a customer's request for a longer, more comprehensive test drive route that includes both highway and city driving.

Hold firm when a customer, at the final signing, attempts to re-negotiate a term that was already agreed upon.

Clearly and transparently explain every line item (taxes, title, license, fees) that makes up the final 'out-the-door' price.

Address a customer's request to take a vehicle home for an extended 'overnight' test drive.

Transition a very enthusiastic customer from a positive test drive directly into the closing process without losing momentum.

Respond when a customer presents a lower price quote from a competing dealership on an identical vehicle.

Address a customer who has found a small scratch or issue with their new car during the final walkaround on delivery day.

Set clear expectations for what will happen on the day of delivery, including paperwork, vehicle detailing, and feature overview.

Professionally and courteously follow up with a customer who missed their scheduled test drive appointment.

Overcome a customer's hesitation to leave a deposit to hold a vehicle.

Handle the 'I need to talk to my spouse/partner' objection by trying to involve the other decision-maker.