Fixed Ops Magazine 2022 Vol 19-6 - 49

Ask your advisors how long it takes to get the MPI
back from the tech. In most cases, it is 30 minutes plus.
Any upsell is almost completely lost.
The key is getting the customer involved. Having the
customer sit and watch the clock is painful. If you get
them involved, they're not paying attention to time.
The advisor should greet the customer at the car, but
that may be a bit unrealistic in all dealership environments.
So how do we get the customer back to their
car? Here's how:
A. Greet the customer with a warm smile-come
around the desk to do this.
B. Get the customer's primary concern and ask all
pertinent questions.
C. Tell the customer to follow you to get information
off their vehicle-walk and talk.
D. Once there, open the driver's door, wave them inside
and off you go!
dealership is like, therefore I will suggest, if your advisors
are THAT busy, hire a greeter. This investment will
pay dividends.
An efficient and consistent walkaround process will
have an immediate impact on the bottom line. It will
increase shop proficiency (productivity and efficiency),
not to mention morale. It's a fact: people are happy
when they are making money. And let's not forget
about the reason we are all here: our customers. When
your advisors take this individual time, customers
don't feel like herded cattle. Eliminate the move 'em in,
move 'em out customer experience.
2. COMMUNICATE WITH THE CUSTOMER
When we're looking at the timeline of the customer
experience, the first 15 minutes is crucial-it is prime
selling time! Every minute after that, your advisors'
likelihood for making a sale diminishes rapidly. If a customer
is quoted 45 minutes, and 30 minutes into that
time, the advisor approaches with additional service
recommendations, what do you think the chances are
that customer will say " yes " to tacking on more time?
This is a good time to walk through the condition of
the vehicle. Get the information visually and from the
customer's comments. This is an information-seeking
mission. Never sell at the car until history has been
checked. Do not, under any circumstances, skip the
under the hood inspection. I feel so strongly about
this. It should NEVER be skipped!
Numerous times as an advisor-with the customer
standing next to me-I have opened the hood and discovered
a coolant, fuel, or oil smell when the customer
made no mention of it. Had I not opened the hood and
just parked the car, the smell would have cleared by
the time the tech looked at the vehicle. If this happens,
we call it underselling. The customer's vehicle would
have come in with a problem, and would have left with
the same problem.
3. ONGOING SERVICE ADVISOR TRAINING
Anyone who works in a dealership knows that ongoing
training is a must. There are constantly opportunities
for training at every level. Ensure that your employees
are attending training that is more than a simple transfer
of information, but rather inspires new behaviors
that achieve greater results. To this end, BG delivers
NOVEMBER DECEMBER 2022 || FIXED OPS MAGAZINE
49

Fixed Ops Magazine 2022 Vol 19-6

Table of Contents for the Digital Edition of Fixed Ops Magazine 2022 Vol 19-6

Fixed Ops Magazine 2022 Vol 19-6 - 1
Fixed Ops Magazine 2022 Vol 19-6 - 2
Fixed Ops Magazine 2022 Vol 19-6 - 3
Fixed Ops Magazine 2022 Vol 19-6 - 4
Fixed Ops Magazine 2022 Vol 19-6 - 5
Fixed Ops Magazine 2022 Vol 19-6 - 6
Fixed Ops Magazine 2022 Vol 19-6 - 7
Fixed Ops Magazine 2022 Vol 19-6 - 8
Fixed Ops Magazine 2022 Vol 19-6 - 9
Fixed Ops Magazine 2022 Vol 19-6 - 10
Fixed Ops Magazine 2022 Vol 19-6 - 11
Fixed Ops Magazine 2022 Vol 19-6 - 12
Fixed Ops Magazine 2022 Vol 19-6 - 13
Fixed Ops Magazine 2022 Vol 19-6 - 14
Fixed Ops Magazine 2022 Vol 19-6 - 15
Fixed Ops Magazine 2022 Vol 19-6 - 16
Fixed Ops Magazine 2022 Vol 19-6 - 17
Fixed Ops Magazine 2022 Vol 19-6 - 18
Fixed Ops Magazine 2022 Vol 19-6 - 19
Fixed Ops Magazine 2022 Vol 19-6 - 20
Fixed Ops Magazine 2022 Vol 19-6 - 21
Fixed Ops Magazine 2022 Vol 19-6 - 22
Fixed Ops Magazine 2022 Vol 19-6 - 23
Fixed Ops Magazine 2022 Vol 19-6 - 24
Fixed Ops Magazine 2022 Vol 19-6 - 25
Fixed Ops Magazine 2022 Vol 19-6 - 26
Fixed Ops Magazine 2022 Vol 19-6 - 27
Fixed Ops Magazine 2022 Vol 19-6 - 28
Fixed Ops Magazine 2022 Vol 19-6 - 29
Fixed Ops Magazine 2022 Vol 19-6 - 30
Fixed Ops Magazine 2022 Vol 19-6 - 31
Fixed Ops Magazine 2022 Vol 19-6 - 32
Fixed Ops Magazine 2022 Vol 19-6 - 33
Fixed Ops Magazine 2022 Vol 19-6 - 34
Fixed Ops Magazine 2022 Vol 19-6 - 35
Fixed Ops Magazine 2022 Vol 19-6 - 36
Fixed Ops Magazine 2022 Vol 19-6 - 37
Fixed Ops Magazine 2022 Vol 19-6 - 38
Fixed Ops Magazine 2022 Vol 19-6 - 39
Fixed Ops Magazine 2022 Vol 19-6 - 40
Fixed Ops Magazine 2022 Vol 19-6 - 41
Fixed Ops Magazine 2022 Vol 19-6 - 42
Fixed Ops Magazine 2022 Vol 19-6 - 43
Fixed Ops Magazine 2022 Vol 19-6 - 44
Fixed Ops Magazine 2022 Vol 19-6 - 45
Fixed Ops Magazine 2022 Vol 19-6 - 46
Fixed Ops Magazine 2022 Vol 19-6 - 47
Fixed Ops Magazine 2022 Vol 19-6 - 48
Fixed Ops Magazine 2022 Vol 19-6 - 49
Fixed Ops Magazine 2022 Vol 19-6 - 50
Fixed Ops Magazine 2022 Vol 19-6 - 51
Fixed Ops Magazine 2022 Vol 19-6 - 52
Fixed Ops Magazine 2022 Vol 19-6 - 53
Fixed Ops Magazine 2022 Vol 19-6 - 54
Fixed Ops Magazine 2022 Vol 19-6 - 55
Fixed Ops Magazine 2022 Vol 19-6 - 56
Fixed Ops Magazine 2022 Vol 19-6 - 57
Fixed Ops Magazine 2022 Vol 19-6 - 58
Fixed Ops Magazine 2022 Vol 19-6 - 59
Fixed Ops Magazine 2022 Vol 19-6 - 60
Fixed Ops Magazine 2022 Vol 19-6 - 61
Fixed Ops Magazine 2022 Vol 19-6 - 62
Fixed Ops Magazine 2022 Vol 19-6 - 63
Fixed Ops Magazine 2022 Vol 19-6 - 64
Fixed Ops Magazine 2022 Vol 19-6 - 65
Fixed Ops Magazine 2022 Vol 19-6 - 66
Fixed Ops Magazine 2022 Vol 19-6 - 67
Fixed Ops Magazine 2022 Vol 19-6 - 68
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