HERE ARE SOME REMINDERS TO MONITOR THAT SEEM TO BE RECURRING THEMES FOR EACH OF US THAT WILL HELP US DOUBLE OUR PROFITS:
ARE YOU A “YES” COMPANY OR ARE YOUR EMPLOYEES SAYING “NO” TO YOUR CUSTOMERS WITHOUT EVEN REALIZING IT?
- You need to be at the front counter to inspect this: “Is now a good timeto bring in your car?” This is the only statement needed at the front counter.
DO YOU HAVE A SENSE OF URGENCY WHEN A CUSTOMER COMES IN THE DOOR OR CALLS ON THE PHONE?
- You have to make the customer feel important.
WHAT IS YOUR SPEED OF SERVICE WHEN A CUSTOMER COMES IN FOR AN OIL CHANGE AND WHEN YOU PITCH A PMI?
- If your time is greater than 20 minutes, you are losing money.
ARE YOU DOING PMI’S ON EACH CUSTOMER?
- Non-negotiable with every car
- Service Manager is responsible for this sheet
- If you are having trouble getting all these done, you are understaffed or need training.
ARE YOUR USING THE FIVE KEY PIECES OF PAPER FOR EACH CUSTOMER:
- RO ticket with documents problem or service request
- Printed Copy of customer history (if applicable)
- PMI Sheet
- Maintenance Schedule for customer vehicle
- Estimate Sheet to show service was pitched
DO YOU TAKE THE CUSTOMER OUT TO SEE THE REPAIR BEFORE YOU PITCH THE JOB?
- Never pitch a job without actually seeing the repair or service needed yourself. The close ratio goes up when you get the customer in bay to see the repair or service needed
DO YOUR EMPLOYEES KNOW HOW TO OVERCOME THE 5-6 TYPICAL OBJECTIONS WITHOUT REALLY THINKING ABOUT IT?
- Many customers just need a little push to get over the edge to approve the service or repair
DO YOU USE AN ASSUMED CLOSE ON EVERY SALES PITCH?
- Be confident and do not pause when you mention price.
These are just a few items that we need to constantly be inspecting and training on each day. If you do not inspect what you expect, your staff will never make these changes.