Fixed Ops Magazine - 2021 Vol18 03 - 27

STEP 2: EDUCATE
Educate your Advisors on the value of performing a
Climate Control Service and provide them the following
tools to engage and educate customers on the value
of the service.
Sensory/Visual Aids
Your Advisors should be customer consultants. They
should be proactive. During the spring and summer,
they should ask every vehicle owner if they notice a
musty smell from the vents on startup.
If there is a smell, and there usually is, Advisors can use
this opportunity to educate the customer about the
likely cause of the smell, the potential health hazards
of these contaminants, and the benefits of a Climate
Control Service.
An old cabin filter is a good visual aid. Make it part
of your Advisors' process to show the difference between
a new, clean filter and the old, dirty one. As a
customer consultant, the Advisor could employ the
3-P Model below.
3-P Presentation Model
Personalize the problem:
* Present the problem: Clearly and simply state the
facts to the customer.
* Personalize the problem: Describe how and why
this problem matters to the customer in a way that
connects with them.
* Propose a solution: Assure the customer they are
MAY JUNE 2021
|| FIXED OPS MAGAZINE
Unfortunately, it only gets worse and can prompt increased
allergy symptoms for you and your passengers.
Propose the Solution:
Our technician recommends we clean your evaporator
making the right decision for their vehicle and their
safety.
HERE IS AN EXAMPLE:
Present the Problem:
Mr. Customer,
During the multi-point inspection, we ran the A/C and
noticed a musty smell coming from the system. This is
a common issue due to an accumulation of moisture,
dust and debris. The smell is due to a buildup of mold
and bacteria circulating throughout the vehicle.
27

Fixed Ops Magazine - 2021 Vol18 03

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