Pub. 14 2015-2016 Issue 3

N E W J E R S E Y C O A L I T I O N O F A U T O M O T I V E R E T A I L E R S I S S U E N O . 4 , 2 0 1 5 10 new jersey auto retailer A Guide to BY KEN CARLSON Incoming Phone Inquiry (price/informa- tion) – 50% of Advisors do NOT ask for an appointment. Many just give the customer the information they are looking for or just quote prices versus spending time to understand the problem the customer is experiencing and assuring the customer that your dealership can identify AND fix the problem. Customer Write-Up is a great opportu- nity to sell maintenance and found work. A consistent process is fundamental in maximizing your profit and CSI oppor- tunities and is essential to build trust and confidence with the customer. A Walk Around is a vital element to that process, It’s an opportunity to Sell, Sell, Sell! Look at: tires, wiper blades, inspection sticker, cracked lenses, body damage and suggest an estimate for your Body Shop. Understand The Customer’s Primary Concern. Before the customer is willing to spend more money, they need to have confidence that the Service Writer com- pletely understands their primary issue(s) SellingMore Service L easing, aggressive pricing by independent repair shops, and reduced recommended maintenance intervals has made selling maintenance and repairs more challenging than ever. Following are several areas of opportunity that can make a difference to your bottom line.