Coaching Tool · Live Objection-Handling Review
Objection-Handling Scorecard
Use this during ride-alongs or when reviewing recorded calls. Score the advisor's objection handling across the LARR framework and values. 1–5 scale, total updates automatically, prints clean.
How to use: Observe (or listen back to) a customer interaction where at least one objection came up. Score each category. Use notes for specific examples. Review with the advisor within 48 hours.
Objection-Handling Categories
1. Listen
Let customer finish completely, no interrupting, no formulating response mid-sentence
2. Acknowledge
Named the concern out loud, customer audibly felt heard, no jumping straight to reframe
3. Reframe Quality
Added new information (video, math, breakdown, warranty), no fear language, no pressure
4. Clear Recommendation
Made a calm, honest recommendation; offered options where appropriate (phased work, defer, etc.)
5. Respect for Customer Decision
Honored a "no" without pushing further, treated the customer like family, no sulky tone
6. Use of the Tech Video
Offered or pulled up the MPI video when needed, especially for scope/trust objections
7. Warranty / Coverage Verification
Per SOP — checked or called warranty company BEFORE quoting (if applicable)
8. Ownership / "We" Language
Used "we" not "they" when discussing the dealership; no blaming coworkers; took ownership on misses
9. Documentation & Follow-up
Declined work documented with Declined Repair Op; SDL notes updated; video/estimate sent; follow-up set
10. Tone & Values Alignment
Calm confidence (not pushy/defensive/cold); positive attitude; family-treatment energy
Total Score
0 / 50
Coaching Notes
Scoring guide: 5 = excellent, coach others · 4 = strong, minor opportunities · 3 = meets standard ·
2 = below standard, needs coaching · 1 = not meeting expectations