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Chapter 9 - Scenario Drills
Jasmine Roberts
Created on October 9, 2025
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Transcript
Scenario Drills
Good, Better, Best. Practice out loud.
Drill 1: Payment Shock on the First Pencil
Customer: “I understand. Let’s look at options to bring it down.”
“I hear you. If this is the vehicle you want, we’ll take it one step at a time, add down, extend the term, or look at a lower-priced option. Which path feels best to start with?”
“We can adjust the term, down payment, or vehicle to lower it. Which one matters most to you?”
Best
Better
“We can adjust a few levers.”
Good
Drill 2: Price Only Focus
Customer: “What is your lowest price? Monthly does not matter.”
“This is the selling price and the complete out-the-door total in writing. That way you know exactly what it costs with nothing hidden.”
“Here’s the selling price, plus tax and fees so you see the full total.”
“Here’s the selling price.”
Best
Better
Good
Drill 3: Trade Value Dispute
Customer: “You are stealing my trade.”
"This number comes from a live market appraisal based on condition and demand.”
“I understand, everyone wants the most they can get for their trade.”
"Fair point. Everyone hopes for more. This figure reflects what similar cars are bringing today. The question is, does the overall deal still work for you?”