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The reason I dislike that quote Doug is because it just sets Sales People up to pre-judge customers.

Customers have been conditioned to lie to us because of the tactics that used to be commonplace back in the day. So now the tables have turned and Dealers do all they can to provide a transparent and fun experience only to be lied to by the customer.

I look at it this way....be honest and up front.... if a customer asks for your best price, give it to them. If they say another Dealer is beating you by xyz.... wish them good luck and thank them for the opportunity and hope they give you a chance next time they are in the market.

If you or your team provided such a great experience the customer would be willing to pay a little more. If not, then I would look at your team before I would call a customer out as a liar.

We cannot control what a customer will tell us, but we can control what our team tells a customer and the kind of experience we wish the customer to have at our store. Let's focus on that and not on the negative aspects of selling vehicles.