You knew you probably had something to hide from. But in this day and age, that is not the way that makes people successful in the business. Sympathizing and listening to the customer is a technique Broussard uses to make the car-buying experience enjoyable. I've bought cars longer than I have been a car salesman, so I can understand and sympathize with what they are going through. It calms them down when they feel that you care about their needs.
Most customers come into the dealership with a little bit of pessimism and are hesitant.
That is how they have been taught to respond through the years, even if they are at a department store. You have to recognize that is simply a defense mechanism. Most customers truly just want to be helped. They want the straight answers to their questions. Listening is another skill that differentiates good automobile salespeople from marginal ones.