There are three potential areas that need to be fully understood to accomplish this:
The customer brings the vehicle to the service department for a
reason and feels that professional attention is needed. This is known as
the natural sale.
This is the most difficult sale to be accomplished. The service
advisor has to demonstrate knowledge and present preventative
maintenance service based on vehicle mileage and customer service
history.
Few service advisors have the skills or training to inform and
educate a customer on additional recommended services and present a
solution that can be managed and handled in the service department. Too
often they rely solely on the technicians to find items during their
inspections, and even then may feel nervous about a presentation to the
customer.
The success to the service drive point-of-sale is at the
walkaround. Observations made by the service advisor lead to additional
recommend service or repairs that would otherwise slip by.
Presented properly, the service advisors sale can be a lot easier than it's perceived to be.
This sale is based on the proper visual inspection of all
vehicles by the technician, with recommendations to the service advisor.
The best service managers ensure that there is accountability for both
technicians and service advisors, to maximize results from this
important area.
MCS helps dealerships maximize results from all three areas of sales potential by:
- Reviewing the fundamentals in a classroom environment
- Working with the service manager and advisors, live in the service drive with real customers
- Supplying and using virtual, talking sales presentation programs specifically designed for the service drive
This combination of methods ensures that service advisors are
educated, encouraged and motivated to make a proper presentation to
every customer every time.
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