Ask the Customer Again

Ask the Customer Again

When your service advisors recommend additional services that are outside of the customer's original concern, and the customer initially declines those additional services, in most cases, your advisors should call the customer back at the appropriate time to re-offer the services.

By Bob Cooper

When your service advisors recommend additional services that are outside of the customer’s original concern, and the customer initially declines those additional services, in most cases, your advisors should call the customer back at the appropriate time to re-offer the services. For example, ask your service advisors to follow up and say something along the lines of, “Hi, Jim? This is Bob at Elite Auto Service. Do you have just a moment? The reason I’m calling is because my tech just told me that he’s just about wrapped up your brake job, so I wanted to touch base with you to let you know that we’re on schedule to have you wrapped up by 4:00 p.m. By the way, Jim, I’m not sure if you’ve given any further thought to that flush my tech recommended, but if you’d like us to go ahead and do that service while your vehicle is still here, I can still have you back on the road by 4:00 p.m., and you’ll have one less thing to worry about doing later.”

Try this for just 30 days and you’ll be amazed at how often your customers will tell you it’s funny that you asked, because on their way back from your shop they had already told themselves they should have authorized those additional services.  Even if just one customer out of ten says yes, you’ll still be increasing your auto service sales, as that’s one more sale that you wouldn’t have had otherwise.

For additional help increasing your sales and CSI scores, learn more about the Elite Masters Service Advisor Training Program.

You May Also Like

BendPak Founder Don Henthorn Passes Away

Grew company from small machine shop to global leader in car lifts and garage equipment.

Don Henthorn, owner and founder of BendPak Inc., peacefully passed away at home Thursday, March 28, at the age of 85. Under his leadership, BendPak has grown from a small machine shop to one of the world’s leading manufacturers of car lifts and automotive service equipment.

Management and operations of the privately owned company are unchanged. 

ASE Practice Tests Available Online

You can get a good idea of what to expect by adding the official ASE practice tests to their study plans.

AACF Celebrates 65 Years Serving the Aftermarket

AACF will be announcing more details about this commemorative fundraiser April 1st.

Auto Care Association Launches REPAIR Act Video

The goal is to emphasize the need for federal REPAIR Act legislation, according to the Auto Care Association.

Valvoline Celebrates Female Service Center Employees

Valvoline is launching a social media campaign led by its female experts who are sharing automotive preventive maintenance tips to promote accessible vehicle care for all.

Other Posts

ASE Education Foundation, Goodguys Continue Partnership

Goodguys is one of many industry relationships the foundation has developed to help solve the technician shortage.

BorgWarner Announces Plan to Reduce Supply Chain Emissions

A partnership with Manufacture 2030 will support BorgWarner in reaching its Scope 3 emissions reduction goal.

Mevotech Releases 237 New Chassis, Control Arm, Wheel End Parts

The release boosts coverage for domestic and import passenger vehicles, pickup trucks, SUVs and EVs up to model year 2023.

MEMA Celebrates 120th Anniversary

MEMA said the milestone “underscores the association’s enduring legacy and its pivotal role in advancing the future of mobility and the interests of vehicle suppliers.”