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Today’s Tip – What “I’m Just Looking” Actually Means
It takes a thick-skinned person to work in the retail automotive industry. Dealing with rejection is a normal part of life when you’re selling cars or manning the service drive.
But being told “No” isn’t always a two-letter word.
A salesperson who approaches a shopper on the used car lot will often hear “I’m just looking”. An F&I manager hears “I’ll think about it” more often than they care to admit. At the service desk, “Maybe I’ll get it next visit” is one of the most commonly heard phrases.
They’re All Objections
When someone browsing the used car lot says “I’m just looking” to the salesperson who greets them, they are saying “we don’t need you yet”.
It feels like a complete rejection, closing the conversation, but it’s really an objection. It leaves the opportunity to ask more questions like, “are there any vehicles you’d like to take a closer look at?” and “Can I help direct you to the vehicles that might fit your needs?”
For the F&I manager who has a non-committal car buyer in their office, and to the service advisor whose customer puts off maintenance until ‘next time’, it’s a slightly different objection: the customer hasn’t seen the value in the product.
An opening still exists to expose the underlying concern and to expand on the product by asking an open-ended question such as “May I ask why you’d like to wait on this service?”