A competing number lands on the desk. What you do in the next fifteen seconds decides the gross.
Most competing quotes are not apples to apples — different trim, a demo unit, out-of-state fees, an expired listing, or a payment quoted on a longer term. The customer is not lying; they are comparing two things they were never shown side by side.
Genuine curiosity beats defense every time. "Mind if I look? I want to make sure we are comparing the same thing." Now you are reading it together instead of arguing about it.
Walk the differences honestly — trim, mileage, fees, term, what is included. Name the ones that favor them too. Being straight about where they actually win buys you credibility on everything else.
If the other deal is genuinely better, say so and reframe around what only you can deliver today: the unit in front of them, the trade number, the timeline. Some deals you lose on paper and win on friction.
Matching instantly. You just gave away money on a comparison you never verified — and told the customer your first number was padded.
Every rep can recite the answer. Almost none of them can say it cleanly under pressure the first time a customer says it out loud — which is the only version that counts.
Take the drillGet the comparison on the table before you match anything — most of them aren't apples to apples.
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