Fixed Ops Magazine - 2021 Vol18 04 - 45

trate, ask customers for this information
when they first arrive for service.
You will find that only about 20 percent
of customers will immediately
know the answer. This lack of familiarity
with their vehicles means that
for nearly 80 percent of your service
department customers, it will be critical
that you review this information.
This will show the customers that
the service advisors are the experts
on their vehicles, further establishing
trust and prompting the customers to
rely on your assessments.
KEEPING IT SIMPLE:
PASS OR FAIL
When presenting your multi-point
inspection to customers, it is key to
start at the top and work your way
down the list. Start with the " green "
items - the ones that have passed
inspection. Next, address the " red "
items - the ones that have failed inspection.
Starting with green items
builds trust as you are delivering positive
news and, more importantly, telling
the customers about things that
will not cost them any money today.
This approach also demonstrates that
you have done a thorough inspection
of each vehicle and will only advise
them of items needing their immediate
attention. Sticking to the " pass
or fail " approach instinctively creates
the need for customers to buy a service.
Plus, it is simply the truth. It is
just the facts, which is exactly what
your customers want to know.
PUT YOUR CUSTOMER IN THE
DRIVER'S SEAT
When you are done presenting the results of each
customer's multi-point inspection and discussing the
work that needs to be completed, ask the customer,
" Do you have any questions for me? "
JULY AUGUST 2021
|| FIXED OPS MAGAZINE
This simple question hands the power of the conversation
back to the customer. It gives the customer
control to decide of his or her own free will. Answer
any questions as directly as possible, in line with the
information you have already presented in the multipoint
inspection report. Often, you will find that this
question prompts customers to bring up additional issues
or concerns they have about their vehicles. For
example, perhaps they have noticed a certain rattle
when they back out of their driveway. This additional
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Fixed Ops Magazine - 2021 Vol18 04

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2021 Vol18 04

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