@Joe Webb just posted an article over on the blog around the age-old question of whether you Should or should NOT give a customer your best/lowest price over the phone and/or email? We've discussed this a few times before here on DealerRefresh but it never hurts to re-visit a topic such as this one as consumer habits evolve around technology. I'm sure as you read the article and the question, you have an initial response. Though your response or answer may not always be black & white. Most of us will start our answers off with "well, it depends...". And rightfully so because the truth is there can be many variables involved. But if we had to remove the variables to provide a blanket answer - where do you stand? Even Joe questions himself on the overall correct answer to this question.. "The more I think about it, the more I question if my philosophy is correct, or, if our industry is ready to share “best pricing” in phone conversations." I personally recommend, 90% of the time, to answer the question with your best price. Knowing that most customers will end the conversation if you don't provide an answer, I would rather be in the game than out of the game. What I never want to hear is "..your presence is your leverage". I know, I know - many managers and even industry trainers recommend this word track. I think it sounds horrible. But then again, I'm in the industry so maybe my opinion shouldn't matter. The truth is, there's a reason the customer has contacted you about this particular vehicle (especially a used vehicle). There's a high probability this is the exact vehicle the customer is looking for. There's a good chance that if you have the vehicle priced right, the customer have recognized that. This is your opportunity to LOOSE. Let's do our damnedest to build value in ourselves and the dealership while we have the customer on the phone. Mr/Ms. Customer, I surely appreciate you wanting to be sure you have the absolute best deal possible. I know I would want the same thing for myself. Given the current landscape and the fact that you can search and find thousands of like vehicles within minutes using the power of the internet, I'm quite confident you've done your homework and you already know this is a great deal. On top of our posted aggressive/lowest price, our dealership also offers this this and this so you wont have to spend more money down the road on this this and this - would you be able stop in this evening at 6:45 or would 7:15 be better for you? This is word track I put together years ago, and it works.. most of the time. So getting back to Joe's article and question...Are you giving out price over phone and/or email? If you’re not, what word tracks are you using to overcome the question? A how often do the word tracks work? .