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 11 new jersey auto retailer W W W . N J C A R . O R G and be assured that the dealership can remedy the problem. This involves active listening. Review the Customer’s History and suggest what maintenance is needed. What does the Factory Recommend AND WHY… In most cases there is no tangible difference in how the customer’s vehicle drives after the service was performed. How do we make maintenance tangible? Ask questions like – • Are you familiar with the manufacturer’s recommended service? • When did you have ______ service completed? • Have you have completed your _____ service? Explain what the service is and the benefits of following the manu- facturer’s maintenance schedule. Explain the cost savings when multiple services are bundled and what the results will be when the service is completed. The Multi Point Inspection (MPI) form is another valuable tool to “train” the customer to look for future repairs. It also builds trust if we utilize it consistently, and can assist in selling needed repairs. It is important to show the customer the good stuff, those items in Green. Who wants to always see the problem areas? Over time the MPI will show areas in yellow that will prepare the customer for future repairs. When an area shows Red; now it’s time to start selling! Did you know that up to 60% of found work isn’t even presented to the customer. Why not? Some responses from service writers include: w Didn’t think they would get the work done w Didn’t think the customer could afford it w Didn’t want the customer to think they were always selling them something w Didn’t have time to make the call DON’T MAKE DECISIONS FOR THE CUSTOMER! The customer must have total confidence that their PRIME item has been taken care of. After reviewing their prime item, start reviewing the Positive Items on the MPI, before you start selling what your Technician has found. Explain to the customer the benefits of completing the work now including any safety or cost consequences of putting off the repair. Also, be prepared to offer the customer a new promise time, cost of repairs, warranty associ- ated with the repair, factory-trained technician and factory parts, possible alternate transportation, etc. Successful Selling involves, Building rapport, trust, relationship confidence and a sense that you are the customer’s service advo- cate. This takes time. Ken Carlson is Director of Training at Manage-Rite Inc. He can be reached at 609-980-8052 or via email at kencarlson@verizon.net . Before the customer is willing to spend more money, they need to have confidence that the Service Writer completely understands their primary issue(s) and be assured that the dealership can remedy the problem. This involves active listening.