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Service Tip #22 - Sell More Service with Good News
Posted on Sep 22, 2010 - 02:14 PM
When you are attempting to upsell customers with service or repairs that your technician recommends, try a more positive approach. I hear service advisors everyday say things like "Whew! Are you sitting down before I tell you how expensive this is?" Or "Wow! They sure are proud of these parts!" It's no wonder why customers think dealers are too expensive. We told them we were. Try this and watch the no's turn into yes: "Mr. Customer I have great news! Our certified tech found that you need x and it is less than I thought. It was going to be $, but is only $. I have the parts in stock; the tech is ready to go to work and I will only need it until x o'clock. I guess the question is do you want to wait here or do you need a ride?" This positive assumptive approach will help you close more deals, leave a better impression in the customers mind and show you are more confident in what you are selling. Try it! You'll like it!
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