Service Advisor Training: Did You Ask for the Sale?
The service walk-around is complete.
The customer has joined the service advisor as they’ve peeked and prodded around their car in the service drive. It’s been interactive with the advisor involving the customer in the walkaround.
Everything has gone right to this point. They’ve even noticed a few minor things that could be potential concerns. But when the work order is signed, it’s only the pre-booked routine maintenance from the appointment. What gives?
Tools Don’t Make a Sale
The walk-around is a tool that serves many functions. It gets the customer involved in the service process, it helps identify irrefutable areas of concern that the customer sees first-hand, and it provides an opportunity to discuss recommended services in addition to what’s on the pre-work order. But a tool can’t make the sale – the service advisor must.
Perhaps it’s fear of rejection, or a meekness on the service advisor’s part. But more often than one would want to admit, the service advisor doesn’t ask the customer for the sale. But it’s exactly what the customer expects. Here how it can go: “Alright, your appointment is for the Type A service package. We’ve noticed on the walkaround together that the front tire is low on air and your transmission fluid smells burnt. Is it alright with you if we take care of those concerns today?”
It sounds easy, doesn’t it? That’s because it is. More than half of the time, the customer will move ahead with the addons. Those who don’t give the approval right away might be concerned about price, but only a few will be hesitant on any basis other than money.
Objections are part of the process. “That’s too much money” and “I want to think about it” are a couple common objections. Keep in mind that an objection isn’t rejection – it’s an opening to offer a solution to the problem, and an opportunity to ask for the sale again.
Like salespeople, service advisors can become gun shy if they encounter rejection frequently. Use it as an opportunity or challenge to sharpen selling skills. Always, always, always, ask for the sale.