Today's DVA's can cross-check a returning customer's VIN with manufacturer recommended services and/ or open recalls and offer to include these services on an appointment. Even if a customer declines, you have planted a seed that services need to be done, which makes it more likely the customer will approve when an employee brings up the services again in person. Highly targeted marketing using your CRM is also a powerful way to plant the seed of needed services before customers arrive in your drive. A customer who has been notified via email or text of a recall or manufacturer recommended maintenance arrives ready to hear the " what " and " why " and approve the service. A normalization of inventory levels may arrive sooner than you think. Offset a potential slump in front-end profits with a service strategy focused on overcoming customer objections by detailing the " what " and " why " of needed services. Create service scripts, practice role-playing, and leverage modern technology to build trust and capture more opportunities in your drive. Jason Beckett is the President of Proactive Dealer Solutions, a leading provider of training and software solutions for the automotive industry. Since joining the firm in 2014 as Vice President of Product Management and Marketing, Jason has refined its vision to support dealerships in providing an excellent customer-centric experience. His areas of expertise include strategic planning, product development, and project management. 32