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© 2012, Hyundai Motor America. All Rights Reserved.

LEASING BASICS & BENEFITS



OVERCOMING OBJECTIONS

© 2012, Hyundai Motor America. All Rights Reserved.© 2012, Hyundai Motor America. All Rights Reserved.

Select a Method of Overcoming Objections “Feel, Felt, Found”

• I understand how you feel.• I’ve had other customers who felt the same way.• And what they found is … [insert information]

The Resistance Management LASER• Listen to objection• Ask questions to clarify understanding• State concern back to customer in your own words• Empathize with the concern• Respond


Select a Method of Overcoming Objections APACE

• Acknowledge the objection

• Position the need to determine its relative importance

• Ask questions to clarify understanding

• Confirm understanding

• Educate the customer


Common Objections to Leasing

“I won’t have any equity in my vehicle” “I drive too many miles” “I’m afraid of damaging the car. What

about excess wear and tear charges?” “Leasing isn’t right for me; I don’t use my

vehicle for business” “I’ve heard horror stories about leasing”


ACTIVITY: Overcoming Objections Role Plays Choose an objection:

• “I won’t have any equity in my vehicle”• “I drive too many miles”• “I’m afraid of damaging the car. What about excess wear and tear

charges?”• “Leasing isn’t right for me; I don’t use my vehicle for business”• “I’ve heard horror stories about leasing”

Five minutes to develop an answer

Put response in a customer-friendly form (“Feel, Felt, Found,” Resistance Management LASER, APACE, or your choice)

“Volunteer” will be selected to present answer to objection


9. Overcome objections “I will have no equity.”

• The equity in a lease is the cash that you save.

“I drive too many miles.”• This is a very common misconception. Actually, the more miles you

drive, the more money you save. The excess mileage charges in a lease are frequently less than the actual depreciation in ownership.

“What about excess wear and tear charges?”• If you owned the vehicle and went to trade it in, in the same condition,

the appraisal would be lower. You can always put yourself in the same position as if you had purchased the vehicle initially by merely paying the residual. Then you would not be charged for excess damage or mileage.


9. Overcome objections “What if I want to break my lease early?”

• The flexibility to break a lease is the same as the flexibility to break a loan. You may sell the vehicle in both cases and if you get less than the payoff you have to make up the difference.

“I’ve been burned before” or “I’ve heard horror stories about leasing.”• It’s true—there have been abuses in leasing. The old open-end lease is an

example. Or customers were not put in a proper lease—they were put in a lease that was too long or was not for the proper mileage. That won’t happen here because we will tailor the lease specifically to your needs.

A big mistake customers make is to go for the lowest payment. Often that leads to the wrong lease and ultimate dissatisfaction for the customer. Always remember, term and miles are equally important as the payment.


OVERCOMING OBJECTIONS


Thank You

LEASING BASICS & BENEFITS

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