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 to know the pricing for each recommendation separately as well as combined together, including sales tax (if applicable). Be sure to add a buffer amount into your quote for unforeseen minor expenses (hardware, sealants, etc.).
If you are not familiar with the nuances of the particular vehicle, engine, or transmission, consult with your technician on the labor and parts necessary. Industry standard labor guides are great tools, but they have many errors in them and you don’t want to be in the position of having misquoted the price due to a discrepancy in the guide verses the actual vehicle.
It is always a best practice to review the vehicle’s history file before talking to the customer. You will want to know what has been previously recommended and what work has been recently performed.
When discussing financial transactions with people, you want to have the information ready and complete. Clients are uncomfortable when working with folks who are scattered with financial information. It is important to have the pricing of the parts, labor, supplies and sales tax for each service and repair you are going to discuss with your client. They will lose confidence if you make your presentation with ambiguous numbers or have to get clarification on an item during your conversation. Your client has brought their vehicle to professionals and are expecting professional grade information. Have your information outlined so you can give accurate information quickly and easily regarding pricing. Work the pricing out on a secondary page of the MPI, if you are using paper. If you are completely electronic, find a way to work out the math so you can have it in front of you when you are talking to your client, and then are able to save it with the customer file. Don’t get yourself into the position of having to figure out the math while in the middle of your discussion.
Your client will also want to be comfortable with the information you give them regarding your technician’s diagnostic process and conclusion. If you are not confident and comfortable with what you are presenting to your client, they will not be confident or comfortable either. When they are not confident and comfortable with your presentation, they will not purchase from you. Understand what diagnostic steps your technician has taken and understand what is the failure with the car. Understand what the repair will require. Ask questions of your technician. Think like you were the customer… what questions would you ask? Anticipate what your client might ask you. Ask your technician if there are any other options. Ask your technician how severe the concern is. It is important to be prepared and behave professionally. This is a reasonable expectation of your client.
Developing a simple process of preparation you can repeat with every MPI will prepare you with the quality information you need to make an effective sales presentation to your clients. Spend the time to understand the nuances and craft your repeatable process.