 People call and they know exactly what they want and they're calling on specific information and guess what? We feel like they're 30 minutes, 45 minutes, an hour away. If it's sold, we just tell them it's sold and at that time they get off the phone and then they call somewhere else. So one of the most common mistakes that I see salespeople make is when a customer calls, they're calling on a specific vehicle and the salesperson says, man, that's sold. And as soon as you say the word sold, they're gone. So how do we train to actually handle an objection like that? Well, I have a little word track that I like to use and I want to tell you this. Once you get through the objection, then you can actually get to where you want to go. So there's no magic thing that you can just blurt out if a car is sold and it overcomes it. But what you can do is you can actually let the customer know that yes, the car is sold, but then immediately open the sale back up to more options. I mean, think about it, all right? If the customer called and you may work at a dealership that says, hey, if somebody calls on the car and if it's sold, I want you to tell them it's sold and we're not lying to nobody. And I'm great with that because I don't lie to people. But I also want to say, maybe you work for a dealership that's like, hey, if somebody calls on a car and if they ask if it's sold, then you say, no, it's not sold, then just get them in the door. Maybe somebody lives within 20 minutes of your dealership and it's okay to just get them in. But most of the time, especially with Express Buying and it being in, I don't know, 2020 now, in that age and era, people call and they know exactly what they want and they're calling on specific information. And guess what? We feel like that they're 30 minutes, 45 minutes, an hour away. If it's sold, we just tell them it's sold. And at that time, they get off the phone and then they call somewhere else. And they just go and look, imagine this, how many times have you told the customer that you still have the car and then they still didn't show up, right? I mean, it happens all the time. So if you just tell them that it's sold and it's a straight, cold, no, man, they're going to just move on. So I have a little system that I use and obviously today's about phone training and I'm teaching you how to not act like a normal salesperson that just says no. And I talk about a few things like newer vehicle, less miles for even a better deal. So it kind of sounds like this in our role play with you. It goes, hey Andy, so do you still have that Ford F-150? And I say, hey, I apologize, look, I'm looking at my computer real quick. I just saw it pulled up front this morning. So I don't know if it's sold, but I do know we have a lot of people coming and looking at, where are you calling from today? How far away are you? And I kind of just test that water and I kind of feel out where they are. And then let's just say the guy says, hey, I'm three hours away. Well, that guy is not going to just swing by to take a look at the inventory. So I would say something to him so I could actually open up the cell so I could actually have something else to talk about, get through the objection, and then actually help land him on a different vehicle. Let's say, you know, hey, it does look like that vehicle actually sold earlier or somebody's even on a test drive with it right now, and it's not sold yet, but it does look like it's going to sell. Here's what I'd like to do. If I could offer you and show you even a newer vehicle with less miles for even a better deal, would you be interested in that? And I'd just be quiet and they say, so you're saying a newer vehicle less miles, better deal. Yeah, I'm asking you, would you be interested in that if I had that deal? And they say, well, of course I would. And I say, awesome. OK, tell me exactly what it is that you're needing. I know you're calling on the 2019 Ford F-150. It's red. It's got 20,000 miles. You know, would you go color blind for a great deal or is color a big deal to you? The guy starts out by saying, hey, listen, I'll take anything but black. I say, OK, cool, man. So are you replacing something now? Like, what do you have now? And all of a sudden, guess what? The objection the car sold is now buried in the past and I can do my job. So I want you guys to think about this. When somebody calls on a vehicle and they say, is that car sold, right? I always say, hey, it was pulled up front. There's somebody coming to look at it. Or maybe it might even be on a test drive. Let me just double check real quick. How far away are you calling from? That is a deciding factor to really how I'll handle it. But if it is sold and you do need to tell somebody it's sold, say, hey, would you mind taking a better deal on a car with lower miles? You know what I'm saying? That's even a newer model. Would that be something that you'd be interested? They say, yeah. And you say, OK, cool. So is there a color you just hate or was red the only color you wanted? And all of a sudden, we can actually start talking about some stuff to open back up the cell. Look, I see salespeople all the time. And they say, hey, Andy, that's really not that special. No, it really is. Because whenever I took phone calls, and by the way, in 2020, everybody wants to express buying. Everybody wants to get on the phone. Most business, I'd say a lot of it anyways, will be continuing to go towards phones. So guess what? If that's the case and people are calling, I know right now in 2020 we have a shortage of inventory in July. It may not be that way six months from now. But when people call, if you tell somebody something sold, they're going to stop and then move to the next dealership. But I'm going to say, hey, would you be interested in something that was newer, had less miles for even a better deal? And they will say, yeah. And then I'll have more to talk about with them. And then I can actually help move them to another piece of inventory. But you have to follow it up with that. Look, hey, maybe that is sold, or yes, it is sold. But I want to ask you a question. If I had a newer vehicle with even less miles for even a better deal, is that something you'd be interested in? They'll always say yes. Who could say no to that? They'll say yes. And then guess what you say? OK, great. And then go on to color. Go on to options. And what do you have now? And then guess what? Now the cell can actually be opened so you can actually help them. So this is a short video over phone training. But I had somebody earlier that sent me a text message to say, hey, Andy, this is a third time today due to shortage of inventory that I've had to tell someone else that the car sold. And they say, as soon as I told them it was sold, they just hung up the phone. And I'm like, OK, cool. So why don't you tell them that, yeah, it looks like that car sold. Maybe you don't give them a solid yes. But say, would you be interested in a newer model with less miles for even a better deal? Would that be something that you'd consider? Well, yeah. OK, great. Now you got some yeses. Now work your way back into it. Open the cell. Find out what got them into the marketplace. I mean, think about it. These are real people. They're going to buy from somebody. And that person will probably be the person that have the best relationship with. Well, here's your perfect opportunity. And then you can figure out what will be the best way to go. So with that being said, this is just a quick video. It's over phone training. Phone is important. So I thought I would shoot this real quick. I hope you guys have a great day. And I hope you find it helpful. Hey, guys. Congratulations on making it to the end of the video. Obviously, you're the determined ones. And you guys crush it. You're the one percenters. I just want to tell you, number one, I appreciate you. And anything you need, reach out to me. If you're struggling with anything, leave a comment in the comments section below. I always answer all my own comments. I'll reach out and help you. Also, don't forget to set up a strategy call with me. It's free. It takes 20 minutes. You can click the link below, too. And you can join me. I'd love to help you make a game plan to crush it. Hope you guys have a great day.