 My man right here in the blue jacket. You see how hungry he is? Are you hungry? Okay, speak into the mic. Yes, let's go. Okay, that's that's the way I want you to speak. Yeah, are you ready? Yep, let's do it. Okay, I sent an accredited application on a 2018 Ford Edge. You feel me? Yep. Cool. I like the vehicle. You call me, show it to your manager. He says, get him in. He's approved. Does that sound about right guys? Get him in. He's approved. Okay, call me. Hey, how can I speak to Andy? Yeah, what's going on, bud? Hey, what's up, Andy? Just wanted to let you know that we got a pre-approval on your loan and we are ready for you to come down. Are you available today? Yeah, hey man, number one, thank you so much. I really appreciate that. So what's my payment going to be? Oh my gosh, I'm so glad you asked that Andy. The payment is very important, I'm assuming. Just so you'll know what my store does, we do something a little bit different. I'm gonna kind of twist it to that. We do something a little bit different. What we do is we use, what we do is we use, what we use is called market-based pricing. So what that means is that we actually have... Hold on, give me a favor, take your hand and slap your ass. I don't even know what the fuck you're saying. Slow down. Remember how I just got done saying a minute ago, listen to me. You're ready to overcome something, your words mean nothing if it doesn't match what I need. Does that make sense? Okay, what's the objection? What the payment is going to be? So why are you talking about price? What? Why am I talking about price instead of payment? Well, I asked you what's my payment going to be and then you started talking about we use tools and we use what's called market-based pricing. It's not a price. Now a matter of fact, if anything, you've just made me wonder what's the price going to be also, right? Okay, now listen to me. I know this, you're a little bit nervous. Do you want to gather yourself? No, I'm okay. Okay, can you handle this? Yes. He's a lion. Let's go. Let's go. You know. Okay, now listen to me. Hey, guys, if you want to understand this, that guy right there, he trusts me to grow him, okay? Yes. So he has respect for this conversation we're having. I'm not fucking with him. I want him to have the life that he's told me he wanted. Now since the last time I've seen him, he should be ready for this. This is easy. This is nothing for him. So now I need you to bury it, put it to bed, you got caught off guard and I'm going to give you a chance to reset. Hey, call me, call me, let me know I'm approved or let me know you got a way to go. Let's knock this shit out. We'll go through this. We'll take a quick break. We'll come back in and we'll kill it. Ready? Go. Let's go. Andy, good news. We got you pre-approved on the car that you like. When can you come in? Well, number one, hey, thank you so much. What is my payment going to be? I'm so glad you asked that. That's a great question. Your payment is going to be... Okay, hold on. Twins, who's responsible for him? There we go. All right, listen, I'm going to talk to you in a minute after Ian gets done having a talk with you. Okay? Okay, hold on. I'm going to let him go and then let Errol. Ready? I'm going to let you go. Errol was my first client that I trained. How are you going to just throw Errol out there like that? Hey, hold on. No, no, listen, listen, here's what we're going to do. It's Errol. We're from Denver. That's how we speak today. Hey, can you bury this? Yes. Okay, you see this little calm storm right here? Like, he looks like a tornado, F6 that's about to hit. It's quiet. Nobody knows what's going on. And then, it's like everything's flattened. That's you. Okay? Ready? Hey, call me. Let me know that I'm approved. Let me know that you got a way to go. Whatever. Ready? Go. Hey, Andy, it's Roger over at Vans. I got a way to go. When can you get in? Hey, thank you so much. Really appreciate you. By the way, what's my payment going to be? Hey, I'm so glad you asked that. My license finance department has a very strict budgeting program to ensure that you don't ever have a payment that's too high. In fact, 95% of my clients, Andy, who have had the same concern as you in the past, left with a much lower payment than they were expecting. So I'm glad you asked that. I know you don't have to have that concern. What time can you make it in tonight? Hey. Hey, Errol, come here. Hey, Andy, he's been training with me for eight months straight. Eight months. Hey, listen, hold on. I want to get there. Luis knows it too. Let's do this. Let's see. Luis needed that. Good, great, unstoppable. Am I right? Okay, let's see if Errol can handle that better. Cool. Listen to me. It's not always about what you say. It's also about how you say it. Am I right? Is buying a car exciting? Okay, my man got deadly with the words, but is there another level of charisma we could have put on that? Cool. Let's see if Errol can bring that out and send us into our break. You ready? All right, Errol, call me and let me know you got a way to go. Wait, you got to speak into it. I know that we got a big guy here with the mic down like that. There we go. Okay, here we go. Ready go. Hey, Andy, we got to pre-approven that vehicle that you're looking at. When can you make it in? Cool. Hey, I really appreciate you. By the way, what's my payment going to be? Hey, Andy, I'm so glad you asked. Thank you so much. I just want to let you know we have a licensed finance department phenomenal. They use a strict budgeting program to ensure you never have to worry about your payment being too high. In fact, 95% of my customers, 95% of them who've had that same concern in the past have left with a much lower payment than they were expecting. So I'm so glad you asked that. Getting to know you here on the phone, you never have to worry about that. Not only do we go beyond that, we also highest in all the critical areas that are important to you and your family. When can you make it in? Good job. Hey, now listen. Hey, guys, I'm sorry, we get excited about this. You know what I like? You know what? There's nothing. I want you to think about something. There's nothing like being around people who want to win. There's nothing like it. I know some of you right now, you're trying to find that state because you say, well, this isn't the way we do things where I'm from. Whoa, you got it messed up, man. Do people want to be in a good mood to say yes? Yeah. Do they want to have a good attitude? Yes. Do you think with all this COVID that's happened out here that there's a lot of people running around with negative attitudes and negative mindsets can ask you a question. When they met you on the phone or in person, did they expect to find a person who made their life better? Who made them fired up to want to buy a car? That's the way they should feel. They didn't expect to find it, but they did and they found it with you. This is an art. It's like professional football players getting paid hundreds of millions of dollars to play. They are the best in the freaking world. I'm going to explain this. When you're dealing with the elite centimeters when energy on words will win energy on words. I want you to understand this. Your job is to make your customer feel a complete piece. Okay. What do people do? They move when they're at peace. What also is your job to make people agree with you? You got to get people to agree. Look at the word track here. Just flip it on and I want you to understand this, right? Every single person when they said, what's my payment going to be? You'll notice. We didn't say, I can't give you that. I don't know that. Come in and we'll give it to you when you get here. No, man, you're turning me off. Okay. What do we say? The first thing is, I'm so glad you asked that. Okay. Everybody listen to me. Customer asks you something. They have a concern. When you say and repeat back to them. Hey, Mr. Customer number one. I'm so glad you asked that. And you do that and they can feel that in your voice that you are not at all uncertain about this area. They feel certain with you. They know they've got the right person and they know they're going to get the right deal. And if you listen to what Earl said, he said, Hey, I'm so glad you asked that. Our license finance department uses a very strict budgeting system that ensures that look, you don't ever have to worry about your payment being too high. As a matter of fact, he said 95% of my customers 95% that had the same concern as you right now in the past actually left with the much lower payment than they were expecting. So, getting to know you here on the phone. We're phenomenal in that area. You don't have to have those concerns. What time can you make it in tonight or tomorrow morning? And by the way, we're also going to treat you with world-class customer service. We're phenomenal in every area of the industry. So, I'm great at that part. What color is your vehicle? That way, I know what you when you get here. What would you like to drink? You just start rolling right into that appointment. There's no concern. Nobody even feels like you're hiding something. Have you guys ever felt a salesman hide something on you? And the crazy is you can tell they're hiding it. Is there anything that pisses you off more than that? I mean, honestly, like you guys can't be the people that are here training to leave and still hiding it.