Customer Wanted a Used Car—Sales Manager Suggested New After Checking Credit

A customer recently walked into the Starling Buick GMC dealership in Stuart, Florida, intending to purchase a used vehicle. He claimed to have good credit and expressed willingness to make a deal, but disclosed that his current truck loan was “upside-down” (owing more than the vehicle’s value). Initially, the sales process stalled because he couldn’t afford a down payment. Sales manager JC Prats stepped in, asking about the customer’s credit score and ability to make a down payment. The customer first stated he had a credit score of 650 and no down payment, but then changed his answer, saying he could put down $5,000. Upon verification, however, his actual credit score turned out to be 550. Prats suggested that if the customer was serious about resolving his negative equity issue, he might consider buying a new vehicle instead. With a $5,000 down payment combined with manufacturer incentives, it would be easier to roll the balance of his existing loan into a new one. The deal has not yet been finalized but is expected to close soon. Prats emphasized that sales professionals should return to fundamentals: accurately assessing customer qualifications and proactively communicating to close more deals.