The Month-End Scooter Close
Ravi is a sales executive at a two-wheeler dealership in Agra. He has a monthly target of 8 scooters and has sold 5 with three days left. One hot lead is Mrs. Suman, a school teacher, who wants a 110cc scooter for a 12 km daily commute. She likes the model but has three objections: the mileage shown is 45 kmpl, my neighbour says it gives 38; the competitor is ₹4,000 cheaper; and I need to ask my husband. She also wants a home test ride, which the dealership offers only within 5 km; her home is 9 km away. The dealership has a ₹3,000 exchange bonus, a free helmet, and a 5-year warranty worth ₹1,800. Ravi's incentive is ₹1,500 per scooter; his manager has told him not to promise anything beyond the current scheme. The competitor's offer ends tomorrow. Ravi must decide how to handle the objections, whether to approve the out-of-area test ride, and how to ask for the sale without pressuring the customer.
1. Map Mrs. Suman's objections to the selling process and explain how Ravi should handle each without misleading her.
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Mileage objection: this is a conviction objection based on a neighbour's experience. Ravi should acknowledge it, explain that certified mileage is tested under standard conditions, and offer a demonstration or owner testimonials from similar commuters. He must not promise 45 kmpl in city traffic; instead he can explain the realistic range and the conditions that affect it. This belongs to the demonstration and objection-handling stage.
Price objection: the competitor is ₹4,000 cheaper, but the exchange bonus of ₹3,000, free helmet and 5-year warranty worth ₹1,800 change the total value. Ravi should compare total cost of ownership and resale/service network, not just showroom price. He should not disparage the competitor.
Spouse objection: this is a legitimate influencer objection. Ravi should invite the husband to a joint discussion, offer to hold the scheme, and send a brochure. Pressuring her to decide alone risks a later cancellation.
Sequence: presentation, demonstration, objection handling with proof, then a trial close. Each response should give verifiable information so the final close is based on value, not pressure.
2. Should Ravi approve the 9 km home test ride? Give a decision rule and two risk-control measures.
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Yes, if the customer is genuinely qualified and the ride is tied to a decision. The cost is small - roughly ₹20 of fuel and about 45 minutes - against a scooter sale with a dealer margin and Ravi's ₹1,500 incentive. A home test ride also brings the husband into the decision at the point of demonstration, which directly addresses the spouse objection.
Decision rule: approve an out-of-area home test ride only when the customer has a valid licence, has already seen the vehicle, and agrees to a specific next step such as a joint discussion or decision date. Do not offer it to idle prospects.
Risk controls: (1) use a written test-ride authorisation with licence copy, address and time; (2) send a dealership staff member along or follow on another two-wheeler, and limit the ride to a fixed route. This protects against damage, theft and misuse without losing the sale.
3. Write a short closing dialogue (4–6 lines) that uses a trial close and respects the need to consult her husband.
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Ravi: “Mrs. Suman, if the exchange bonus and the five-year warranty make the monthly cost comfortable, would you prefer the blue or the grey?”
Mrs. Suman: “I like the blue, but I must ask my husband.”
Ravi: “Of course. The scheme ends tomorrow, so may I hold the blue scooter and bring it to your home for a test ride at 5 pm tomorrow, when both of you can see it together?”
Mrs. Suman: “Yes, that works.”
Ravi: “I will bring the comparison sheet and the exchange evaluation. If your husband has any questions, we can settle them then.”
Why this works: the first line is a trial close that tests preference without demanding a decision. The response respects the husband's role and converts the spouse objection into a specific appointment. Holding the scooter creates a legitimate reason for urgency without pressure, and the home test ride gives Ravi a second chance to demonstrate value to both decision-makers.