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.
When your client declines some or all of the AR we want to move further into the sales process. Especially with your clients who decline critically needed repairs. Top notch salespeople do not simply take “no” for an answer the first time it is said by the client.
As professional service consultants we want to circle around and ask questions to find out the root cause of why your client is declining your recommendations. It would be hard to believe there are customers who are not concerned about driving in an unsafe vehicle. Usually, the real reason they are declining the repair(s) is several layers down. Listen to what your client is telling you as to why they don’t want to make the repair. If they haven’t given you a “reason”, [excuse], learn tactful ways to ask them why they would not want the repair(s) performed.
When you know the objection they are giving, think of how you could resolve that objection so it would no longer be an issue. Then ask your client, “If I could solve this ________________ concern, would you then want to have the repair done?” You may have to go through this process more than once to get down to the real objection. People tend to offer up standard, smoke-screen type objections at first. The most common ones will be along the line of “not enough money”, “don’t have the time”, and “can get it done cheaper elsewhere.” Learn how to find solutions to these objections and you will find your sales increasing dramatically.
Mixed into our discussion with our clients is the need to be their consultant. Often we have to lead our clients in prioritizing what needs to be done first and what can wait till later. Your clients vehicle may have many things that need addressing. Not all of them will be priority. Let’s go back to our earlier guide to prioritizing – (1) Safety, (2) Things which will cause more expense if waited on or will cause inconvenience to our client if it breaks completely, and (3) Nice to have working correctly items.
You client probably does have a limit to their budget and their time. These will play a legitimate part in their decision process. You can help your client through the prioritizing process with sound advice.
This part of the sales process is foreign to many service consultants. It is a tool that when you learn to use it properly and skillfully will richly reward you. Pursue Great! In putting forth the effort to master this skill.