The customer has done research and is using a competing online listing as leverage. Usually accurate, sometimes misleading (different trim, demo unit, out-of-state).
The customer is testing whether you'll match. They may not actually want the online unit — distance, demo status, or hidden fees often make it not real. The job is to verify the apples-to-apples comparison, not to instantly match or instantly dismiss.
“Mind if I take a look? Sometimes those listings have different trim levels or hidden fees, and I want to make sure we're comparing the same thing. [Look at the listing together.] Okay — here's what I'm seeing... [walk through the differences honestly].”
Engaging with the comparison (rather than dismissing it or instantly matching) shows confidence and educates the customer simultaneously. Most online comparisons fall apart on close inspection — demo units, different trim, out-of-state fees, expired listings.
Reading a rebuttal is not the same as delivering it under pressure. Drill this conversation daily on DealSpeak.
Try DealSpeak Free