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Featured Partner
Service Menu Article
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Present
maintenance every time to every customer
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Review the History
While the service advisor is conducting the initial interview
with a customer, they will quickly determine what maintenance was last
performed, preferably from the database, or by asking the customer.
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Next Finalize the Customers' Agenda
The customer obviously came in for a reason.
Finalize this agenda with the customer, including a walkaround
if appropriate, to determine any other needs the service drive 'point of
sale'. |
Identify the Need for the Customer / Fast Accurate Menus
Coming back from the walkaround, and back to their station:
 | "Since your car is in anyway, let's take a quick look at the
maintenance that should be performed at this point." |
| Pull up the menu:
34
second overview (talking)
both the customer and service advisor can quickly determine the maintenance that
should be performed....accurate to the exact year, model and engine of the
vehicle. We create a custom program
to suit a dealers individual needs. These packages are customized for the
products actually being offered by a store. |
| "As you can see Mr. Jones, there are a number of
minimum maintenance services and inspections that (our manufacturer)
recommends at (your mileage) that total (price of minimum package).
In addition there are a few additional preferred services that we
recommend to keep your (model) in top condition that total (total of
preferred services). If you just wanted the minimum done, it would
be (price of minimum package), or if you want to keep your (model) in top
shape it would be (preferred total)...which would you prefer? |
This ensures that your service advisors have a tool that will
help them present maintenance services every time to every customer...accurate
both as to services and price.
They can then extend to a discussion of the Additional
Services offered, and have already set the stage for the inspections that
will be performed by the technician.
Virtual Presentations are included to help a service advisor explain
Preferred Services that a dealership wants to highlight...all in 30 seconds or
less.
Let's look at how this sequence creates a
positive environment for both the service advisor and the customer.
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