¿Cómo manejaría una situación en la que un cliente habitual solicita un descuento poco realista en un vehículo?

If customer is back and talking to you AGAIN - You did something right, so Congrats on that! Customer has trust in you. Keep it that way. - Take your time and Educate your customer - Show quick and simple market analysis - Be Honest and say only what you believe in. - If their ask is unreasonable - No one else can honor it either. - Stay true and honest throughout the process, they will come back to you.

Honestly is the best policy, tell you repeat customer it's unrealistic and start a dialogue with them, importantly thing is to keep talking to them.

I would educate the customer by looking at the window sticker. I would show them the options that the car they are looking at has to discover which options are important to them. Then, I would steer them toward a more appropriate model that still has some of the features that are important to them but at a more realistic price point. Then they can negotiate and feel that they got a good deal. It's a Win-Win

Understanding the customer's motivations and needs can be crucial. Ask open-ended questions to learn more about why they're seeking such a discount. Are they facing budget constraints? Are they comparing with competitors? This will help you tailor your response.

Start by understanding why the customer is requesting such a significant discount. Engage them in a conversation to uncover any underlying concerns or constraints. Are they worried about affordability, or do they perceive the vehicle as overpriced compared to market alternatives? In my experience, delving into their motivations helps you better address the core issue. Understanding their needs not only aids in tailoring your response but also shows that you are genuinely interested in finding a solution that works for them.

I'd thank the customer for their loyalty and explain that while I value their business, the discount they’re asking for isn't feasible due to the vehicle's market value. I'd highlight the quality and benefits of the car, then offer a fair discount or perhaps add some perks like free services to show appreciation. This way, the customer feels valued, and the dealership maintains a fair deal.

I would find out why the customer is back, he obviously trusts me to talk about a new car, but I would need to find out why? Asking questions about what he liked, disliked, and what would he change. I would then put him in a car that would fit the needs of what he is looking for. As far as a deep discount on a car way out of his price range, my limits are set by the company and people I work for....

Always have the attention for details, an unrealistc asking will not stop you from a good sale if you keep them interested and always be honest with you about it.

First be happy the customer came back to you, that means you are considered a person they trust already. You will need to show the customer the reality of what you can and can not do. honesty is always the best policy and by showing them what is possible they will know more and will realize what they want is not able to be done.

Según mi experiencia , es importante darle a valor a nuestro producto y/o servicio para no caer solo en la negociación de precio.

Emphasize the key features, benefits, and value of the vehicle they are interested in. This can include the quality, reliability, resale value, or any special features that set it apart from competitors. If appropriate, compare the vehicle's price with similar models in the market to demonstrate its competitiveness. This approach educates the customer on the value of the product, respects their request, and seeks a win-win solution without compromising the integrity of the sale.

I would listen to what the customer is asking for. I would inform them that I know they are a returning customer, and we have built a wonderful relationship with each other. That I will do the best I can, I will try to find them the car of their dreams and what they're really wanting. I would try to find the same car, but maybe a few more miles on it. I will see what we have to play with on the price, and the overhead. I will also try to maybe throw in the first 3 oil changes. The worse thing people hate to hear is "No". So I will be a yes woman until I've used all and everything I can. But I cannot let things just walk out, we'd have to meet in the middle, so find out if there are other options.

Offering alternatives shows that you are willing to work with the customer while maintaining the integrity of your business. Suggesting some ways to add value or save money, such as: 1. Offering a smaller discount that is still feasible. 2. Highlighting any ongoing promotions or incentives. 3. Offering financing options with favorable terms. 4. Suggesting a different model or trim level that fits within their budget.

This might involve suggesting similar vehicles that are within their budget, or offering other incentives like maintenance packages or extended warranties. In my practice, showing a willingness to work with the customer to find a suitable solution helps maintain the relationship. It demonstrates that you’re committed to helping them find the best possible deal, even if it’s not exactly what they initially envisioned.

You are not providing an immediate refusal (which would offend your customer), but looking at alternatives that might render to solution to all parties.

Repeat customers are an important asset for any company. So we should not brusquely reject the customer here. It is important to seek an honest dialog with the customer and to clearly state the facts within the hopefully existing trusting relationship. Perhaps we can also find out why the customer is making such demands. Perhaps he is having difficulties himself and we can offer him a reasonable financing option in the interests of both parties. Ideally, this will even strengthen the customer relationship.

Leverage your established relationship with the customer to personalize your approach. Remind them of past transactions where you worked together to find a fair deal, reinforcing the trust you’ve built over time. From my perspective, personalized communication reinforces the idea that you are a partner in their car-buying journey, not just a salesperson. By emphasizing your shared history, you can create a sense of loyalty that makes them more receptive to your proposed solutions.

Detail the factors that contribute to the vehicle's pricing, such as market demand, vehicle condition, and the costs associated with quality assurance. In my experience, customers appreciate honesty and are more likely to accept a fair explanation when it’s delivered with clarity and respect. Ensuring they understand your constraints can help them adjust their expectations and engage in a more constructive dialogue.

It is important to understand WHY a customer is a loyal, repeat customer. They come to you because the likely trust your work ethic, integrity and reliability. They feel respected and choose to return when other options are available to them. As such, I feel that negotiation that allows room for both parties to benefit fosters a more long term client relationship.

This could include offering additional perks like free servicing for a set period, financing options that lower monthly payments, or even a loyalty reward for their continued business. From my perspective, offering alternatives allows you to demonstrate flexibility and a commitment to meeting the customer’s needs, which can lead to a more satisfactory resolution for both parties, even if the original discount is not granted.

We love repeat customers. They tell others good stories which in turn can lead to more customers. Try to come up with a reasonable number that you both work on. Customer retention #1.