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. You have answered their questions regarding this repair and have asked for the sale. You have told the customer you have the results of the inspection on their vehicle and have asked if they would like them shared. You have even been able to compliment them on their efforts to maintain their vehicle.
In the last article, we used the example of an MPI with 27 inspection points. Our example was that 24 of the points were good and only three were of concern. Now we want to tell your client what those three things are. Start with any safety items. These are the most important. Next, move on to items needing repair, that if not repaired now could cause more damage to the vehicle, more expense to your client when they absolutely “have to” get it fixed, or could cause your client additional inconvenience if the component fails completely (broke down and having to have their car towed). Lastly, share with your client maintenance items and items that “would be nice” to have operating correctly.
Let’s say our sample car needs: 1. rear brake pads and rotors replaced, 2. front cv boot replaced, 3. hood strut replaced. This is one from each category in the correct order of presentation. Brakes are a safety issue, cv boot could lead to a damaged cv joint which will be a larger expense, and the hood strut will be nice to hold the hood up if the customer needs to open their hood – the hood is tough to hold up when you’re by yourself and have nothing to use as a prop-rod.
When you are explaining needed repairs to a vehicle, be sure to use simple terminology, speak slowly and clearly and give a brief explanation. We need to use simple terminology because most of our clients are not “car people” and are not familiar with the industry jargon. Most of our clients will not know what CEL, EPC, CV, Rotor, Output shaft, or Secondary Air pump mean. We have to find simpler, layman’s terms. We want our clients to understand what their car needs and what the repair entails.
With the brake linings replacement – your client knows what the brakes are and that they stop the car. But, they may not know what the minimum safety specification is for the linings. So if you tell them their car has 1 mm of brake lining remaining, that might not mean anything to them since they have not reference point. They don’t know if 1 mm is a lot or little. You need to explain the thickness the brake linings are when new, the safety wear limit and why they are at the replacement point. Your client also might not know how brakes work and what the pieces to the system are. They might not know what brake pads and brake rotors are. They might not know how they work together to stop their vehicle and why both of them need replacement.
Of course, maybe your client does know about brakes. Start with a short simple description and ask your client if they are familiar with brakes. If they answer “yes”, great, you can continue. If they answer “no”, ask them if they would like further explanation. CAUTION! Be mindful to not come across as derogatory and guard against talking in a way that may cause your client to feel like you are talking down to them. We absolutely don’t want this! This is a fine line and takes practice to walk it. Practice, (not on clients!), by talking to yourself (shadow presenting). Listen to your words, your tone and your speed. Really listen. Not only when practicing, but also really listen to yourself when you are presenting to your client.
I was instructed on this subject many years ago to speak at an eighth grade level. Eighth graders understand an amazing amount of stuff. They process ideas and concepts really well. They just haven’t started using the high school words yet. Eighth graders still speak in simple terms. When we present at an eighth grade level, we are using words that everybody will be able to understand. And yet, we will be able to use words which won’t be so simple they are demeaning. As I have used this principle, I found it to be good advice.
Pursue Great! In all you do.