Fixed Ops Magazine - 2023 Vol20 05 - 43
customer who has been told to expect to wait for an
hour will be back in front of you within a quarter of
that time and you will be relaying results of the Multi
Point Vehicle Health Check Up Inspection, (good,
bad or indifferent) and resetting the time clock on
your watch for completion.
If we wait until the end to relay results of the M.P.I., it
will be too late! The customer will pass a point of NO
return! If you can't get back in front of the customer
with the results within the first part of the visit, at least
go speak with them every 15 minutes and relay a sense
of urgency!
* ON REPAIR: Relay the results of the diagnostics and
MPI simultaneously - I know this sounds obvious, but
conduct an internal audit and you may be surprised
how few times a customer car gets inspected when
it's in for a repair! This avoids the dreaded 2nd call,
or worse, a client leaving your dealership in a car
that has immediate needs they know nothing about!
STEP 3. PRESENT MAINTENANCE
BUNDLE AT WRITE UP
With people keeping their cars longer and longer, preventative
maintenance is a value that will keep people
coming back happy! Make sure to find out if your customers
plan to keep their cars for the long term. This
supports more service to keep their cars in good shape.
Here are the solid steps to take:
* Check history and offer legitimate mileage based
or previously postponed services with a statement
NOT a question and use the word " investment " .
* " Right now your vehicle has 63,854 miles. It is a
little past what we recommend at 60k miles which
includes, A, B, C & D. The GRAND TOTAL INVESTMENT
is $658. Can we get that done for you today
and mark it off your list? "
* If the bundle is declined, offer the ONE MOST
URGENT SERVICE individually.
SEPTEMBER OCTOBER 2023 || FIXED OPS MAGAZINE
43
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Fixed Ops Magazine - 2023 Vol20 05
Table of Contents for the Digital Edition of Fixed Ops Magazine - 2023 Vol20 05
Fixed Ops Magazine - 2023 Vol20 05 - 1
Fixed Ops Magazine - 2023 Vol20 05 - 2
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