Five important questions

摘要

It's time to take a good look at your shop and answer these five questions. 1. Are you diagnosing car repairs over the phone? This approach allows your customers to shop around to see what competitors charge to fix the issue (likely a repair or service he or she might not even need). Instead, focus on getting the customer to bring his or her car in for a free inspection/ written estimate by one of your ASE-certified technicians. 2. Is your sales staff prepared to handle the typical customer objections? Training your sales staff by rehearsing and role-playing responses to typical objections so they become seamless in conversation is essential. 3. Do you pause when you give a price to a customer, or do you use an "assumed close"? Always give a price and follow up without hesitation by adding, "We can get this service done for you today. Is this still the best number to reach you?" When you pause, you give customers a chance to think about it and reject the service. This is not to say that some customers will say "No" regardless of your system, but if you are targeting the correct households with your marketing, you will get the "Yes" you want frequently. And that will give you some negotiating room for the customers who initially say "No."