January 30, 2018 at 9:16 pm #33600
Take your time, and do not hurry during this process.
Review the estimate with the tech to make sure that it is accurate.
Go into the shop to look at things that are not clear to you.
Check to see when we can have the car completed.
Begin the customer contact with a friendly greeting: “How are you?” or something similar.
Be prepared for a little chit chat if they seem to want to do so: Weather, etc.
Ask them if they have time to go over what we have found.
Review the findings which are directly related to the reason(s) why they brought the car in.
Mention that there are some other items which we have noted (new notes from the tech and previous recommendations). Would they like to review them now?
If no, plan to enter them in RECOMMENDATIONS.
If yes (should almost always be yes), review the items with them.
Ask them if they would like to take care of all of the items while the car is here (preferred), or would they like to do certain ones at this time.
Ask them if they want a grand total price (preferred), or individual prices.
Tell them the estimates are for thorough, premium types of repairs (except in certain situations where a lesser repair may be more appropriate).
Suggest the thorough, premium repair (in most cases depending on the situation). If they seem to be balking at the premium repair, then mention the lesser type of repair (in cases where we have a lesser option available).
Ask them when they need the car to be completed, and agree on a specific time and day. (Make sure you have checked first to see when we can have this done.)
Ask them where should we contact them when the car is ready?
When finishing the call:
Make sure that they have a GRAND TOTAL price.
Make sure that they understand completely what they are agreeing to.
Make absolutely sure that they are comfortable with what they are agreeing to. If they sound hesitant or unsure, tell them they are more than welcome to think about it and call us back. Avoid sales pressure.
Note on your paper work for your transferring the sub estimate(s):
The total sold price.
Which items were sold.
The time and date of the call.
The person you talked to.
The phone number that you called or how they contacted us.
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#serviceadvisorprocedureFebruary 7, 2018 at 4:20 pm #33830
We are a transmission specialty shop. We simply text the customer from our desktop with the estimate attached as a .pdf. Over 50% of the time, we get an authorization via a reply text. The rest of the time, the customer calls us when it’s convenient for THEM, so we avoid playing phone tag. What a time saver.
I highly recommend Scott Osborne’s desktop app rsstexting.com.
J. Larry Bloodworth, CMAT
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