As humans, we talk a lot, but we don’t communicate very well. Poor communication is the Number 1 challenge we have in our daily objective of fixing cars and taking care of our customers. Communication affects every aspect of what we do. It does not just affect some things… it affects EVERYTHING. One very important […]
Consultants
Wrapping Up the Multi-Point Inspection Process
Humans do a lot of talking, but we really are lousy communicators. So often the message we are sending gets misunderstood. Just as often, we don’t have a clear understanding of what we have been told. Many of life’s struggles and pain are do to poor communication. As those who Pursue Great!, we want to […]
Working Through Objections
Once we have reviewed the Multi-Point Inspection with our client, answered their questions, given them the pricing and asked for the sale, one of several things will happen. Your customer could agree to the additional recommendations. Or your customer could agree to some of the AR (additional recommendations). Or they could decline all of them. […]
Asking For The Sale From The Multi-Point Inspection
It’s time to ask for the sale. We have to ask for it. So many service advisors present the findings to their client and never ask for the sale. They simply inform their customer of the concerns with the vehicle. Their client isn’t going to suggest they should make the purchase. They don’t want to […]
Explaining the Multi-Point Inspection Findings
Here we are… at the moment of truth. You are ready to present the technician’s finding on the Multi-Point Inspection. You introduced the MPI during the check-in and promised to call with the results of the inspection. You’ve fulfilled your promise and called your client. You have explained the technician’s diagnosis of their original concern. […]
Beginning The Multi-Point Inspection Presentation To Your Client
Vehicle inspections are an extremely valuable service reputable shops provide. They are important since most vehicle owners do not know about the mechanics of their vehicles, what wear looks like, or what to do when something on the car fails. Our clients rely on us to keep them informed of the condition of their vehicle […]
Preparing the Multi-Point Inspection
Preparation is an integral component to getting successful results from the presentation of your technician’s Multi-Point Inspection to your client. If you do not prepare before you speak with your client, chances are you will end up with a “no sale” situation. The preparation involves a thorough understanding of your technician’s recommendations. You also need […]
“Where Is My Inspection Report?”
Once your client’s vehicle goes into the shop you will want to be fully aware how long the technician has had the vehicle. Your technician needs to perform the Multi-Point Inspection as the first thing they do after bring the vehicle to their bay. As the consultant, if 15 minutes has gone by, the thought […]
The Multi-Point Inspection Introduction
During the check-in process service consultants go through quite an elaborate process. There are many, many steps that need to be handled to get our customers and their vehicles checked in for the servicing. Top notch service consultants create a singular process they repeat with each and every customer. They perform the same actions and […]
Handling the Pressure
Pressure. Stress. Frustration. Unfortunately, these are a fact of life. They can cause us to come up short on being accountable and being respectful. In our fast paced world, pressure, stress and frustration are increasing. Our business adds to the equation since we repair cars, but we sell time. Time is a limited commodity. We […]