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Service Tip #10 - Close More Deals by Being Positive
Posted on Oct 20, 2010 - 12:45 PM
Instead of saying, "Whew, are you sitting down?" when you get ready to upsell service, try this more positive approach: "I have great news. Your car needs X, and it is less than I thought it would be. I have the parts in stock and my certified technician is ready to get the work done right away. I can have it ready by X o'clock. I guess the only question is - would you like to wait here or do you need a ride?" This approach makes customers feel better about the purchase and leads them to make a decision for waiting or getting a ride, instead of giving a yes or no answer for the repair. Try it! You'll like it!
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