IMO I can tell you that the biggest word track change that greatly impacts this is the response to the shopper when they present their distance as an objection. (we have stores in rural NE and MO so this is common)
Shopper (assumes it's a problem), "I live two hours away."
Wrong response by salesperson (responds in a tone that agrees it's a problem), "Oh, shoot, yeah, let me see if I can get you some sight unseen numbers on your trade and payment."
Better response by salesperson (responds in a tone with excitement and positivity), "Perfect, let's look at times that work for you and we'll make sure everyone is ready to appraise your trade, the car is pulled up and ready to drive, and we get you out of here in a reasonable time for you to enjoy that drive back. "
If the shopper objects, then yes, make it easier for them to get information (isolating the particular information that is preventing them from making the drive) and stay excited about the visit. Post-Covid Salespeople are always surprised if they just keep their intonation positive, that customers will follow their lead.
