Service Advisor Sales Breakthrough - DealersEdge

InstantlyConnect WithCustomersPeople will forget what you said.People will forget what you did.People will never forget how you made themfeel.Maya Angelou5

Plan MaintPlan Maint• Check history• Use: My computer says…it’s due for…• Give overview of cars maint plan, not justwhat’s due today• Use “Doctor” writes prescription techniqueChris Collins Inc7

Intro 32P/InspectionComplimentary Inspection• Assume it• Don’t sell it• Hand it to customerChris Collins Inc8

Two Hour CallTwo Hour Call9

Call On Diag &InspectionF/R Bulb $45Water Pump $800VCG $700Front pads and rotors $550Total $209510

Table Of Contents• Ask customer if they have time to talk?• Waiting Room: Pull customer aside or back toyour deskTable Of ContentsStep 1• Inform customer that technician (Doctor) hasdiagnosed their concern or is performing theirmaint.• Then say: The technician inspected/checkedout your car and found a few items thatshould be addressed.Chris Collins Inc11

Table Of ContentsStep 2• Review customer’s original concern• Leave it open to further issues if it’s a coolantleak, run-ability issue, ectChris Collins IncTable Of ContentsStep 3• Review other recommended work• Only sell value• Do not mention pricesChris Collins Inc12

Table Of ContentsStep 4• Give customer one total price foreverything…Original concern, Diagnosis,additional Recommendations• SHHHHHHHHChris Collins IncTable Of ContentsStep 5• Add additional work to repair order!!!!!If work is not sold (could happen)….add adecline line and add it to your piggy bank.Chris Collins Inc13

Piggy BankTable Of Contents Technique2814

F/R Bulb $45Water Pump $800VCG $700Front pads and rotors $550Total $2095Done Early OrCallUP/OD15

UP/OD• You wouldn’t rush a surgeonChris Collins IncQC16

Don’t Call Till You• Touch Car• Visually confirm car is washed and readyChris Collins IncG.B.M17

Walk Of ShameBe Here TheNext Time18

• Stay in one dealershipDo The Math• Connect with 3 new customers a day3 X 5 X 50 (Two weeks vacation) = 750750 X 5 Years = 37503750 X $250 = $937500Chris Collins Inc$937,500Chris Collins Inc19

Recap20

Presenter:Chris CollinsEmail:Chris@chriscollinsinc.com21