Selling Maintenance

Selling Maintenance labor (watch Video Here)

There are 2 reasons that customers don’t maintain their vehicle.

1.     The were not told

2.     They didn’t understand

It is Never price!

2 strategies for selling maintenance service.

1.     Super-Size Me strategy

a.     Offer at the time of writing up the ticket

b.     Don’t offer it in the form of a yes or no question, instead offer it in an open ended suggestive form.

• Instead of saying “would you like to super-size that” you would suggest. “ you know,  you can Super Size that”

•  We don’t want to pressure the customer into a yes or no decision

c.     Example:

• "Mr. Smith , We checked your history and the computer is recommending that you have your coolant replaced today.

• Don’t say anything after that, give them a few second to think about it.

• Read your customer and if they still haven’t said anything then you should say “Should I take care of that while you are here today”

• Make note that you mentioned the computer as the one recommending the service and you are not recommending it. This gives the suggestion more credibility.

•  The customer can say yes or no but if you offer it consistently you will se a big difference in your maintenance and fluid sales.

2.     Doctor writes a prescription

a.     The doctor is the technician in this scenario.

b.     At the time of writing up the work order, instead of recommending you are just going to plant the seed.

• Say “I checked the computer and it looks like you are due for some maintenance”. “It says its time for your power steering fluid service and cabin filters. But what I’m going to do is have the technician check it out and if he recommends any of it I will call you for authorization.”

c.     You are simply planting the seed by suggesting that the technician check it out but there are things due.

d.     At this point you will want to communicate this with your technician. Let your technician know that you looked up the history and it needed these things. Have your technician look these things over and add them to their inspection. This is very important because he is the one who is going to “write the prescription”  to the customer.