Overcoming objections is one of the most challenging skills for any salesperson to learn. Even the most talented veterans can easily lose a sale without some basic structure to support their work.
Great sales scripts are the foundation of modern car sales, but there’s a lot that goes into creating a winning strategy. Car sales word tracks are essential components of a script that help your team effectively handle objections and keep moving forward toward a sale.
Phone Ninjas has been working with elite dealership sales teams for decades, transforming bottom lines with great strategies and active coaching. Here’s what goes into car sales word tracks that help your team close more deals.
What Are Word Tracks?
The top dealerships are already using custom scripts to drive their sales strategy from appointments to add-ons, but these aren’t just big-picture guidelines. Every detail of the text matters, and car sales word tracks ensure your reps are never lost for words at tricky moments in the sales journey.
For example, if a customer says, “The price seems a little bit high,” there are many ways to address the concern. You can explain the negatives, highlight the positives, talk about the market, or discuss financing options.
Car sales word tracks are the best responses for your dealership’s strategy and market. They ensure your people always:
- Answer the question politely and clearly
- Avoid responses that are patronizing or lead to conflict
- Guide a customer toward a sale
- Build rapport and trust in the process
How Do They Help Your Bottom Line?
For your inexperienced salespeople, word tracks provide go-to responses during objections that help them close sales while they learn the ropes. They can get it right today and figure out why it works as they go along—not the other way around.
On the other hand, your top-performing sales reps can probably improvise their way out of any objection. But are they making the most of every sales opportunity, or just getting by? Car sales word tracks give them disciplined responses to everyday objections so they can focus their energy on creating the best possible customer experience.
When properly used, these compact objection-breakers drive new profits in surprising ways:
- Car sales word tracks keep your customer service consistent, building trust and a familiar brand experience.
- They minimize random chatter and keep the conversation focused on the customer.
- Word tracks contextualize decisions to help customers get the most value for their investment.
- They naturally guide conversations to upsells and add-ons.
Using Word Tracks to Overcome Objections
“I’m just looking” is often the very first objection your people have to deal with. The customer is in the early stages of the buying process and not ready to commit, and your goal is to make your dealership a trusted place for finding a solution. Great car sales word tracks leverage the following four principles to move a sale forward.
1. Acknowledge and Validate
“Of course. It’s important to do your homework. That’s how you get a great deal on your perfect car.”
2. Offer Value, not Pressure
“I’d love to help out, and we have a lot of great models with flexible options available. What questions can I answer for you?”
3. Shift Focus to Customer Needs
As the customer begins sharing insights into their needs and wants in a vehicle, objections will arise as they start tying cost to features and prioritizing their options. Word tracks keep these conversations practical, realistic, respectful, and centered on the customer.
“We have a lot of options that will work for your budget—what are your top priorities?”
4. Build Rapport
If a customer views you as a predator instead of a partner, the call is over. Car sales word tracks should build a friendly, relatable rapport that aligns with your dealership’s energy and brand.
“I just love [the car you’re driving now]. They’re great vehicles. What are you looking for in your next car?”
Common Mistakes Using Word Tracks
These are sales tools, not robotic one-liners. To maximize closings in car sales, word tracks need to be trained intensively with your staff to avoid some common pitfalls:
- Listen more than you talk. With all the work that goes into memorizing and practicing scripts and word tracks, it’s natural to focus on delivery. But when you listen, think, and then respond, you can pick the best moment to use a word track.
- Lack of personalization. Your team should be coached to deliver word tracks with slight variations that reflect the precise needs of the customer. This may include specifics and dollar amounts.
- Ignoring emotional context. A good salesperson is always listening to a customer’s tone and words to correctly gauge their mood. After all, objections can be stressful! Word tracks should be carefully molded to match your customer’s state of mind.
- Lack of training. The biggest single reason car sales word tracks fail is because teams don’t know how to use them effectively. Like any tool, they’ll need guidance and active coaching to maximize their value.
Changing the Game with Car Sales Word Tracks
Phone Ninjas has been partnering with high-performance dealerships around the country for decades, routinely doubling and tripling appointment rates from phone traffic. We understand every aspect of a sales call and know the strategies and tips that guide customers past objections and toward the perfect deal.
Word tracks are a key component of our process, and we work with your people one-on-one in weekly coaching sessions to ensure they use these tools like elite professionals. And the best part is, we take care of all the details for you so you can focus on running your business.
To find out how we can help supercharge your sales team, schedule a demo with us today. We’ll even include two free mystery shops so you can see our ninjas in action and explore what we can do for your dealership’s sales strategy.
