What Every Customer Needs to Hear – UnderhoodService

What Every Customer Needs to Hear

When you are giving any service recommendation, it's important to repeat any concerns that your customers have shared back to them. This will not only let your customers know that you were paying attention when they were speaking to you, but will communicate that you truly understand the positions that they are in.

t:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:cambria; mso-ascii-font-family:cambria; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:cambria; mso-fareast-theme-font:minor-latin; mso-hansi-font-family:cambria; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:”Times New Roman”; mso-bidi-theme-font:minor-bidi;} a:link, span.msohyperlink {mso-style-noshow:yes; mso-style-priority:99; color:blue; text-decoration:underline; text-underline:single;} a:visited, span.msohyperlinkfollowed {mso-style-noshow:yes; mso-style-priority:99; color:purple; mso-themecolor:followedhyperlink; text-decoration:underline; text-underline:single;} p {mso-style-noshow:yes; mso-style-priority:99; mso-margin-top-alt:auto; margin-right:0in; mso-margin-bottom-alt:auto; margin-left:0in; mso-pagination:widow-orphan; font-size:12.0pt; font-family:”Times New Roman”; mso-fareast-font-family:”Times New Roman”;} .msochpdefault {mso-style-type:export-only; mso-default-props:yes; font-size:10.0pt; mso-ansi-font-size:10.0pt; mso-bidi-font-size:10.0pt; mso-fareast-font-family:”MS 明朝”; mso-fareast-theme-font:minor-fareast; mso-fareast-language:ja;} @page wordsection1 {size:8.5in 11.0in; margin:1.0in 1.25in 1.0in 1.25in; mso-header-margin:.5in; mso-footer-margin:.5in; mso-paper-source:0;} div.wordsection1 {page:wordsection1;} –>

By Bob Cooper

When you are giving any service recommendation, it’s important to repeat any concerns that your customers have shared back to them.  This will not only let your customers know that you were paying attention when they were speaking to you, but will communicate that you truly understand the positions that they are in. 

Try saying something like, “Jim, I know you mentioned that you’re on a tight budget this month, so I took the liberty of exploring some options for you. Let me tell you what I found.”  This sends a powerful message to your customers that you have carefully considered their situations, and have recommendations based on what you feel is best for them.  The fact that you’re recommending the repair because of their primary concern will help put your customers at ease, and will help them make the right decisions for the right reasons.

For additional help increasing your advisors’ sales and CSI scores, learn more about Elite’s Masters Service Advisor Training Course.

You May Also Like

Auto Care Association Launches REPAIR Act Video

The goal is to emphasize the need for federal REPAIR Act legislation, according to the Auto Care Association.

The Auto Care Association launched a new Right to Repair video campaign, featuring independent repair shop owners from across the United States share their stories and shed light on the increased challenges independent repair shops are facing with accessing repair data to service their customers’ vehicles. 

The video campaign emphasizes the need for the Right to Equitable and Professional Auto Industry Repair Act (“REPAIR” Act), which ensures vehicle owners and repair shops have access to tools and data needed to keep cars and trucks on the road safer, longer.

ASE Education Foundation, Goodguys Continue Partnership

Goodguys is one of many industry relationships the foundation has developed to help solve the technician shortage.

Valvoline Celebrates Female Service Center Employees

As women make up more than half of all drivers in the United States, Valvoline is taking steps to increase their vehicle care confidence.

UniClutch Launches Clutch System in the United States

From Australian manufacturer Clutch Industries, UniClutch is a clutch system that delivers uncompromised performance.

Automotive Hall of Fame Announces Class of 2024 Inductees

Six honorees whose efforts helped shape the automotive and mobility marketplace will be recognized.

Other Posts

Castrol Turns 125, Debuts New Market Strategy

As part of the new strategy, Castrol will explore opportunities in battery thermal management, digital and service solutions and data center immersion cooling.

Valvoline Global to Debut Ad During Super Bowl Pre-Game

The company will showcase its Restore & Protect motor oil in a 30-second ad before Super Bowl LVIII.

Litens Adds Distribution Footprint via Acquisition

With the acquisition, Litens is set to improve its overall customer experience through enhanced communication capabilities and increased flexibility that enables Litens to further meet diverse customer demands with ease.

Advance Auto Parts, Baker Mayfield Partner for Super Bowl

If there is a false start penalty during Sunday’s Big Game in Las Vegas, fans can win free DieHard batteries for life.