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Divide Your Attention and Don’t Assume


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A couple arrives to your service counter, husband and wife. The man begins to speak and starts to explain why they are bringing their car in for service. You begin your questioning process and direct all your attention to the man. The entire dialogue is between you and the husband. You never speak with the women or even turn to look at her. What you don’t know is that the car the husband is referring to is his wife’s.

 

I don’t want to get into all the reasons why some men feel they must take the lead with car repair, but the lesson here is not to assume that the women is not involved in the decision making process when it comes to authorizing work. In fact, simply including the wife during the initial write-up will increase your chances of making future sales. Ask questions such as, “Who is the primary driver of this car”?

 

Addressing both the husband and wife equally will send the right signals that you respect both the wife and husband as equals. It will go a long way at establishing a firm relationship with the couple.

 

What you don’t want is for the wife to walk away feeling alienated, which may cause feelings of mistrust.

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