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Phone Script for Oil Change price caller


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Hey guys, what type of phone script do you guys go with when someone calls about an oil change?

 

Had a call earlier this morning inquiring about an Oil Change. I gave her a price right and didn't say much else other than we use BMW Synthetic Oil (she had a X3). I was kind of distracted and busy and that was the end of the call. I looked into my tracking software and the lead was generated through my website.

 

For future reference, how do you guys handle oil change price shoppers?

 

Also do you think I should give her a call back and see if I can salvage that potential customer?

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I've sometimes in the heat of the moment said $1000.00, Is that too High? To low? Please you tell me. and I may tell them $1.99 plus parts,plus fluids,plus labor, plus tax, plus fee's. I then ask that they bring the car in for a free service estimate and a hand wash. If they don't like what I have to say they owe me nothing.

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I work with phone scripts all day. The biggest thing as Joe commented is asking open-ended questions, then ask for the business. In the case of a high-end car owner, I'd also want to know where they bought their car. If they say, "Jim-Bob's Used Cars" then they bought it because it was a BMW and may have no idea what it takes to maintain that car and are definitely looking for the cheapest everything. If they say the BMW dealer, then they likely know what they have and probably want to make sure you know what to do to their BMW (e.g. service intervals, etc.). I've broken many a heart at the parts counter when it came time to replace the alternator on their beemer. They couldn't understand why it was so much more than their Chevrolet.

Typically, you want to lead off a phone customer with the cheapest thing first, but with something like an oil change I'd tell them straight out. "Mam, your oil change for that 2004 BMW X3 is going to be $59.99 plus tax and includes x qts of Synthetic oil and a synthetic filter, chassis lube, and a complimentary 5 point inspection (or whatever).... Mam, it's been our experience that BMW owners want the best for their cars so we offer the best up front. We don't cut corners and we don't play pricing games. We know what the dealer charges for this service and are happy to provide the same service for less." I'd let them decide whether they wanted the best for their cars or not. When they show up, perhaps offer a coupon or something to reward them and get them back in the shop for something you can make money on. You can bet, if they're the loyal customer type, they'll tell their friends about that reward, then light up your website/yelp/Facebook with compliments.

 

Just thinking out loud.

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I work with phone scripts all day. The biggest thing as Joe commented is asking open-ended questions, then ask for the business. In the case of a high-end car owner, I'd also want to know where they bought their car. If they say, "Jim-Bob's Used Cars" then they bought it because it was a BMW and may have no idea what it takes to maintain that car and are definitely looking for the cheapest everything. If they say the BMW dealer, then they likely know what they have and probably want to make sure you know what to do to their BMW (e.g. service intervals, etc.). I've broken many a heart at the parts counter when it came time to replace the alternator on their beemer. They couldn't understand why it was so much more than their Chevrolet.

Typically, you want to lead off a phone customer with the cheapest thing first, but with something like an oil change I'd tell them straight out. "Mam, your oil change for that 2004 BMW X3 is going to be $59.99 plus tax and includes x qts of Synthetic oil and a synthetic filter, chassis lube, and a complimentary 5 point inspection (or whatever).... Mam, it's been our experience that BMW owners want the best for their cars so we offer the best up front. We don't cut corners and we don't play pricing games. We know what the dealer charges for this service and are happy to provide the same service for less." I'd let them decide whether they wanted the best for their cars or not. When they show up, perhaps offer a coupon or something to reward them and get them back in the shop for something you can make money on. You can bet, if they're the loyal customer type, they'll tell their friends about that reward, then light up your website/yelp/Facebook with compliments.

 

Just thinking out loud.

 

Good stuff, thanks for sharing.

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  • Have you checked out Joe's Latest Blog?

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      I recently spoke with a friend of mine who owns a large general repair shop in the Midwest. His father founded the business in 1975. He was telling me that although he’s busy, he’s also very frustrated. When I probed him more about his frustrations, he said that it’s hard to find qualified technicians. My friend employs four technicians and is looking to hire two more. I then asked him, “How long does a technician last working for you.” He looked puzzled and replied, “I never really thought about that, but I can tell that except for one tech, most technicians don’t last working for me longer than a few years.”
      Judging from personal experience as a shop owner and from what I know about the auto repair industry, I can tell you that other than a few exceptions, the turnover rate for technicians in our industry is too high. This makes me think, do we have a technician shortage or a retention problem? Have we done the best we can over the decades to provide great pay plans, benefits packages, great work environments, and the right culture to ensure that the techs we have stay with us?
      Finding and hiring qualified automotive technicians is not a new phenomenon. This problem has been around for as long as I can remember. While we do need to attract people to our industry and provide the necessary training and mentorship, we also need to focus on retention. Having a revolving door and needing to hire techs every few years or so costs your company money. Big money! And that revolving door may be a sign of an even bigger issue: poor leadership, and poor employee management skills.
      Here’s one more thing to consider, for the most part, technicians don’t leave one job to start a new career, they leave one shop as a technician to become a technician at another shop. The reasons why they leave can be debated, but there is one fact that we cannot deny, people don’t quit the company they work for, they usually leave because of the boss or manager they work for.
      Put yourselves in the shoes of your employees. Do you have a workplace that communicates, “We appreciate you and want you to stay!”
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