The 5 DUMBEST Things Service Advisors Say After Getting a "No." (Service Drive Revolution)
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- เผยแพร่เมื่อ 4 ส.ค. 2024
- What are some of the best ways for a Service Advisor to overcome a customer's sales objection? Find out what they AREN'T, only on this week's Service Drive Revolution. Now streaming!
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17:07 5 Dumbest things
Thank you
Not all heroes wear capes, thank you!
1. Instead of asking Why, ask.. Are you sure? Because this gives you an opening to reiterate the importance the said service/repair you are offering. Essentially, another shot and the benefits/advantages to the customer.
2. Being afraid to ask for the sale and making "friends" with your Customer is a direct result of the importance of CSi. If Advisors were not paid on CSi, or if the department didn't give monetary incentives for CSi scores, #2 would most likely never occur. The manufacturers have pushed CSi for so long and so hard, Advisors are petrified to clarify the declination.
3. Fear is just a straight up rookie play. If you are relying on Fear, you can't sell and need to be moved to dispatch or something else entirely.
4. Discounts. I agree this gives a perceived value of being overpriced from the get go. BUT! If it saves the job, if presented properly, some money coming through the door is better than no money coming through the door. Unless you are paid on ELR, hours per average versus paid her flagged hour, etc. Instead of immediately dropping the service/repair cost, ask if they can give you a minute to talk to the Service Manager and work something out IF, and only IF, you have identified price as the main objective.
Just my two cents from all my years in the biz.
I work for Hyundai and everyday we get at least three warranty engines written up. Every time we get a tow in-ENGINE!
2 years later and they haven't slowed down yet
As a Kia advisor I feel that.😭
Hey Chris
Thanks for all your content, I recently came across your channel and book. I borrowed it from a friend and will be ordering it myself. Appreciate all the advice.
For the types of customers that text every 30 min… when checking them in simply give them a time frame of when they should expect to hear from me. Add an hour, just in case. Under promis over deliver. “Expect to get a text from me within the next two hours with an update” if you can sense they tend to be on the anxious side… learn your audience. Write a note to yourself to text them by a certain time. Beat then so they don’t make you roll your eyes when they reach out first. Gotta be adaptable to certain types of energies. 🤷🏻♀️
Love your content
I am currently a porter working to be a service advisor. My years of experience in High end hotels has really built a solid foundation for success in this position and am excited to one day be an advisor. Thank you for the help filling in the gaps during my transition to a new industry. My dealership has no training whatsoever for this position and am finding it a bit difficult to tap into the knowledge needed to really succeed such as finding training on how to be proficient in the operating systems, is now my biggest hurdle, mostly learning the nuances of CDK global.
If you’re confident that you can do the job, focus your resume on customer service and automotive experience. You don’t need that much experience to be an advisor at least in Ontario
R u a advisor now
@@ibrahimdelic8958 Sure am. This is my first month on commission
The dumbest thing I've heard an Advisor say when i was still a technician. Right after the Customer declined the work, "the vehicle will blow up if you don't have this fuel system service performed". SMH... LOL!
Lmfao
😂😂😂
Great video. You guys are hilarious! just subscribed
Thank you so much!
Okay dude you got me to subscribe 😂❤️
I have a dwi and I had no problem entering Canada.
Howdy RV Mathis, TX
High desert? Oregon?
What you mean by payplan ?
Alternatively to "do you love your kids?" My offer has been "well to let the car the shop, I need you to sign waiver." I have always been honest and on their side. But people don't want to buy their brakes. "They can do them theirssluelves" mean while I've seen brakes done by diy guys that toasted rotors and pads by applying the grease directly to the face of the pads. And you can imagine how that ends up.
Louis Vuitton jacket is insane btw🔥🤭
Get on with it
What’s the best response to say to a customer when they say “No”?
We answered this question on our latest episode of Service Drive Revolution, which will be going up on Monday. Email us at info@chriscollinsinc.com with your info, and we'll send you some free SDR swag. Thanks for your question!
$15,000 for a lift? You drinking koolaid
Generation Y are millennials. And the end date for gen Y is roughly 2000, vehicals made in 2000 use a Y to identify the year
Hey Chris
Thanks for all your content, I recently came across your channel and book. I borrowed it from a friend and will be ordering it myself. Appreciate all the advice.
Thanks, we're actually running a promo on the books right now! You can pick up a special discounted bundle if you buy from here: offers.chriscollinsinc.com/ism-msa-n-u