🔐 Objection: "Can you send me the Carfax?"
🎯 Agent's Goal:
Redirect to an in-store visit OR a virtual appointment with a refundable $200 deposit, without ever sending the Carfax directly.
✅ SCRIPT #1 – Redirect to an in-person visit
"That's an excellent question! The Carfax report will be available during your meeting with a specialist in-store. It's important to go over it with you to answer all your questions! Are you more available today or tomorrow to stop by?"
✅ SCRIPT #2 – Redirect to a virtual appointment with a deposit
"Very good question! The Carfax will be available during an appointment with a specialist, either in-store or virtually. We want to make sure you get all the explanations that come with it. We can book a virtual appointment for you with an expert who will present everything, but since the vehicle needs to be reserved for this type of meeting, we ask for a 100% refundable security deposit. Do you prefer a virtual meeting today or tomorrow?"
✅ SCRIPT #3 – With a sense of urgency
"The Carfax is indeed super important, and we go over it with every client! However, it's only available in-store; unfortunately, I don't have access to it. The next step would be to organize a virtual or in-store meeting to review it together. Would you like to do it in person or online with the 100% refundable security deposit?"
✅ SCRIPT #4 – Reassuring the client
"The Carfax will be available during your appointment at the dealership because I don't have access to it at the call center. However, I can reassure you that we don't have any severely damaged vehicles in our inventory! Are you more available today or tomorrow to come see and test drive the vehicle?"
"The Carfax is part of our secure purchasing process. We review it together with an expert who explains the entire history, maintenance records, details, etc. This service is offered by appointment only because we want you to be fully informed. Would you like us to book a virtual meeting with a consultant for you, or would you prefer to come directly to the dealership?"
🎯 "Just to summarize, the Carfax is only presented in a professional setting with a specialist to prevent any misinterpretations. The good news is that you have two commitment-free options:
- In-person at the dealership
- Or remotely with a 100% refundable deposit.
Which one would you like to book right away?"
🔧 ADDITIONAL TIPS:
- Never say: "I can't give it to you." → This shuts down the conversation.
- Always say: "We present it with a specialist, so you get the full story."
🔐 Objection: "I don't want to make a deposit."
🎯 Agent's Goal:
Find the client's real objection! "I don't want to" is not a real objection. We want to know WHY they don't want to. What makes them uncomfortable about making a deposit?
After that, simply choose a phrase that will help you convince them!
🔧 Additional tips:
- Don't stop at the first "No."
- Always end with a question.
(Ex.: "So, should we use Visa or Mastercard?")
✅ SCRIPT 1 – It's to protect you
"I understand your hesitation. The deposit is there for you, not against you. It reserves the vehicle in your name to prevent you from losing it. If it turns out not to be what you're looking for, it's 100% refunded, no questions asked."
✅ SCRIPT 2 – Zero risk, 100% benefit
"This deposit is like a pause on the market to give you time to think. It is fully refundable, so you have nothing to lose and everything to gain."
✅ SCRIPT 3 – It's standard in the used car industry
"For the past few years, with shortages and high demand, this has become the industry norm. All dealerships offer it to give priority to serious clients."
✅ SCRIPT 4 –Like booking a ticket
"It's like booking a ticket for a popular show: if you wait, it might be gone. But here, you get a full refund if it's not what you want."
✅ SCRIPT 5 – Hundreds of customers every day
"We process dozens of deposits every day, and all clients are refunded if the vehicle isn't a good fit."
✅ SCRIPT 6 – Priority without pressure
"The deposit doesn't obligate you to buy; it gives you priority. It's a simple way to avoid unpleasant surprises, and if you change your mind, we'll return it without any problem. In the end, you would be the one losing out by not reserving it."
🔐 Objection: "If it's no longer available, it wasn't meant for me."
✅ SCRIPT 1 – Plant doubt
"Actually, the last person who told me that showed up, and the vehicle was gone. I have to say, she wasn't very happy, but it's your decision!"
✅ SCRIPT 2 – Without pressure
"If you say so. I'm just suggesting it because vehicles sell very quickly!"
✅ SCRIPT 3 – Their decision
"No problem. I suggest it to everyone because I wouldn't want you to lose the vehicle, but ultimately, it's your decision."
🔐 Objection: "I don't trust you / I have no guarantee that it will be refunded."
✅ SCRIPT 1 – Written proof
"I understand, you're right to be cautious. However, I want to reassure you that all our deposits are 100% refundable, regardless of whether the client buys a vehicle or not. I can ask my supervisor to send you an email confirming this!"
✅ SCRIPT 2 – No commitment
"We can agree that this is a vehicle you haven't even seen yet, so there's certainly no commitment at this stage."
✅ SCRIPT 3 – We don't want to lose our reputation!
"I can even send you a document that guarantees your deposit. Plus, it's illegal in Quebec to keep security deposits. And AED is a large company, so we're not going to risk a lawsuit for just a $200 deposit."
🔐 Objection: "The appointment is in XX hours; I doubt it will be sold by then!"
✅ SCRIPT 1 – You could be surprised!
"You could be surprised. The last person who told me that showed up, and the vehicle was gone. I have to say, she wasn't very happy. Things sell really quickly because we have 5 large dealerships."
✅ SCRIPT 2 – 5 dealerships, high turnover.
"We have 5 dealerships with clients all over Canada, so it's possible that several people are simultaneously interested in the same vehicle. It could happen that in the next few minutes, another client calls to make a reservation, or someone buys it in person."
✅ SCRIPT 3 – It happens more often than you think!
"I understand your appointment is today, but the reason I'm suggesting this is because it has happened to one of my clients in less than an hour."
Other phrases that might help:
- You have nothing to lose and everything to gain. It's 100% refundable!
- Technically, it costs you absolutely nothing because it's a 100% refundable deposit.
I
- imagine you wouldn't be happy if you showed up for your appointment and the vehicle had just been reserved, right?