Fixed Ops Magazine 2022 Vol 19-1 - 29

of their vehicle. Few people were opting for this. The
customers just wanted their oil changed and did not
want to be hassled by a valuation process or a salesperson
for that matter, or so they thought.
A CHANGE IN APPROACH
According to Mauldin, he and his staff decided to approach
these customers differently. Instead of asking
them if they wanted an equity valuation for their vehicle,
they simply changed the question to, " Do you want to
know what your car is worth today? "
Back in May 2021 Ken Mauldin, the Fixed Ops Director at
the dealership, was discussing with his staff ways to get
more out of the kiosk while his dealership was facing the
same inventory shortages as everyone else.
At the time, one of the questions their kiosk was asking
some customers was if they wanted an equity valuation
The change to a friendlier tone and communication resulted
in a massive uptick in positive responses, and it
was just the start of what came next. " It was huge, " said
Mauldin. " The impact from sales back to service and the
recon on the trades made a difference in the dealership
as a whole. "
Because their kiosk is integrated with their DMS, it was
able to immediately notify a designated sales manager,
who had access to the customer's information.
JANUARY FEBRUARY 2022 || FIXED OPS MAGAZINE
29

Fixed Ops Magazine 2022 Vol 19-1

Table of Contents for the Digital Edition of Fixed Ops Magazine 2022 Vol 19-1

Fixed Ops Magazine 2022 Vol 19-1 - 1
Fixed Ops Magazine 2022 Vol 19-1 - 2
Fixed Ops Magazine 2022 Vol 19-1 - 3
Fixed Ops Magazine 2022 Vol 19-1 - 4
Fixed Ops Magazine 2022 Vol 19-1 - 5
Fixed Ops Magazine 2022 Vol 19-1 - 6
Fixed Ops Magazine 2022 Vol 19-1 - 7
Fixed Ops Magazine 2022 Vol 19-1 - 8
Fixed Ops Magazine 2022 Vol 19-1 - 9
Fixed Ops Magazine 2022 Vol 19-1 - 10
Fixed Ops Magazine 2022 Vol 19-1 - 11
Fixed Ops Magazine 2022 Vol 19-1 - 12
Fixed Ops Magazine 2022 Vol 19-1 - 13
Fixed Ops Magazine 2022 Vol 19-1 - 14
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Fixed Ops Magazine 2022 Vol 19-1 - 28
Fixed Ops Magazine 2022 Vol 19-1 - 29
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