What if the CUstomer Brings His own parts
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By carmcapriotto
How do your service advisors close their sales with a customer? Are they pre-scheduling for future maintenance appointments? Brett Beachler’s business has a 40% close rate for pre-scheduled maintenance appointments. He discusses how to make your current customers, your future customers. Grab a pen and paper or head to the show notes on this episode. You don’t want to miss Brett’s closing presentation that can be implemented in your business.
Brett Beachler, Beachler’s Vehicle Care & Repair, Peoria, IL. Listen to Brett’s previous episodes HERE
Key Talking Points
Customer close procedure/presentation Try to understand what the other person sees and not just what your shop wants Factory specified maintenance review on cars- review the history on Carfax, review what the car needs according to the factory maintenance specifications. The system will actually calculate a date when it thinks you'll be due. Ask what are your plans on the car? Is the car paid for? Review with the customer what your technicians did. Solidify them saying “You guys are my guy.” Lay the groundwork for them to say “You know what? You just gave me all the right reasons to make an appointment 4, 5, 6, 7 months in advance” Send a text to them about a week ahead What you don't want to do- run the actual credit card amount and then try to explain it to the customer the factory maintenance and review etc.. As soon as they run that transaction, they're done. You must direct your advisors the best way they will get the highest batting average for pre-scheduling. Don't start with a closed transaction. If you don't capture them at that closed sale then the next thing is the email and the text, if we don't catch 'em there, then they call up three weeks later and say, “Hey, I just wanna schedule an oil change. And we go, oh, whoa, whoa, whoa, wait, wait, wait, wait, wait, you got all this factory maintenance dude. You wanna do it?”
Connect with the Podcast:
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Important Books
Check out today's partners:
Set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR.
More Time. More Profit. Transform your shop at getshopware.com/carm
Click to go to the Podcast on Remarkable Results Radio
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By Joe Marconi
I will never forget the day when a customer, who didn't like the price, took cash out of his pocket, crumbled up the cash, and threw the money at me.
This customer clearly crossed the line, in my opinion.
Before I tell the rest of this "true" story, I would like to hear from you: How would you have handled this situation?
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By Joe Marconi
Before I started my auto repair shop, I worked for a Ford Dealer way back in the late 1970s, and my goal before leaving that dealership was to become an A-rated Master Tech. Their definition, at that time, was that a Tech had to be able to repair everything and anything from bumper to bumper. Is that definition even possible? Can someone become proficient in every area of automotive service, repair, testing, and diagnosis?
About 10 years ago, I hired a technician that grew up in Greece. He was trained in one area of the automotive; Undercar. He was highly skilled in brakes, suspension, steering, wheel alignment, wheel balance, axles any issues or problems related to undercar. He was the best in his class, and I considered him an A-rated Master tech....in that area.
With technology changing at light speed these days. Is it time for techs to specialize or narrow their scope of skills?
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By Joe Marconi
Now that I am not a shop owner, I had to make an appointment to have the A/C checked on my wife's car. While the vehicle was being serviced, the tech noticed a bubble on the tire. I told the service advisor to get me a good set of Michelins. He said that might be hard since he had trouble getting some sizes and models. My wife drives a Mercedes E350.
Are you seeing tire-related shortages too?
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By carmcapriotto
Daniel Griffith, Wally's Precision Auto Care, Las Vegas, NV
Key Talking Points
Finding, identifying, and connecting with the ideal customer and naming them (Jennifer and Clara)- what books are they reading? Who are they following on social media? What are their expectations? Build out each phase of the customer experience process, and look at the highs and lows What parts of the process are easy and what parts are hard? Simplify that down as much as possible If something's not working, change it. It's that simple Hiring new employees- asked his current employees what they like about their job, then used their words on the job descriptions “Culture eats strategies for breakfast.” The average tenure of his current team is over 12 years
Connect with the Podcast:
Aftermarket Radio Network
Subscribe on YouTube
Visit us on the Web
Follow on Facebook
Become an Insider
Buy me a coffee
Important Books
Check out today's partners:
Set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR.
More Time. More Profit. Transform your shop at getshopware.com/carm
Click to go to the Podcast on Remarkable Results Radio
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