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 part with their money any more than you do with your money. Your client will take the information and not make the repairs, or often shop around and get the work done elsewhere.
You have to ask for the sale.
Once you have explained the MPI to your client, complimenting them on the good and sharing with them the concerns their technician has, give them the price to complete the work. Having done the pre-work to have the math all completed with labor, parts, a cushion, shop supplies and tax (if applicable) you have this information readily at hand. Never go into the presentation without all the pricing figured out.
Tell your client the total price for each item separately. In our example from the last article, give the price for the brake repair in total. Then for the cv boot and lastly for the hood strut. Give the total price for each item. Do not break apart the labor and the parts and quote each individual part, unless your client asks for the breakdown. When you buy a shirt, there is no breakdown of labor and materials. It’s simply the price of the shirt. Do the same thing. Simply price the job.
After giving the prices for each concern, give your client the price for the total price for everything. Give them the price for the repair of their main concern, the brakes, the cv boot and the hood strut – the final out the door price. Customer’s only remember one number. They won’t remember all the details of this-that-or-the-other. You want them to know and remember the final out the door price.
Now we have to use a bit of common sense in this process. People are only able to process a limited amount of new information. If your client’s vehicle has four or more concerns, they will not be able to absorb all that you are telling them. They will get lost in the flood of information and pricing. If their vehicle needs four or more items from the MPI, you will need to prioritize the list and only present three of them. If you present too much, your client will be overwhelmed, uncomfortable and maybe embarrassed. They won’t buy anything.
There are two ways to ask for the sale. The first is the “assumptive close”. With this method, assume your client is going to make the purchase from you and get the repairs performed. Tell you client you have the parts in stock, (if you do), and you will be able to have their vehicle completed with everything by ____________________ (fill in the blank). This method continues to move the process forward unless your client says “no.”
The second method is more traditional. After giving your client the pricing, you inform them that you have the parts in stock, (if you do), and ask if they would like to have this items repaired today.
Immediately ask for the sale. After giving your client the price, tell them when you can have the vehicle done with the additional repairs and ask for the sale. Don’t leave “dead air” in the conversation after quoting the price. Ask for the sale.
Have fun with the sales process!