In sales the effects of actions and reactions are probably more accentuated than in other areas of business. This is where the rubber meets the road and the impact on business success and failure can be dramatic. High pricing, overselling and favoring sales over relationships can negatively impact business success. Conversely containing costs and selling …
Sales Related Actions and Reactions in Automotive Repair Read More »
People respond to incentives and avoid consequences. Recognizing these two ideas and incorporating them into the sales process will contribute greatly to success in automotive repair sales. A good portion of sales volume in automotive repair is earned through presentation of recommended services. Incorporating the communication of incentives and consequences realized as a result of …
Making use of Incentives and Consequences in Automotive Repair Sales Read More »
There are several key performance indicators that can be used to evaluate the effectiveness of the sales process. As with all indicators they should be compared to effective benchmarks such as industry averages or same month previous year. Customer loss, profit margins, quote capture, recommendation capture and hours per repair order are all areas that …
Using Sales Key Performance Indicators in Automotive Repair Read More »
Measuring the percentage of recommendations that become sold services is an important measure of sales success. The sales of recommended services that are generated as a result of inspections or diagnoses can be a significant portion of overall revenue. Thus a small increase in the recommendation capture rate can equate to an impactful sales increase. …
6 Ways to Grow the Auto Repair Recommendation Capture Rate Read More »
An existing customer may ask for pricing on a service for different reasons. It may be that they want to determine if the service is affordable. Or it may be that they’re comparison shopping. In this scenario the loss of the quote may equate to a lost customer. When providing a quote for an existing …
3 Ways to Increase the Repeat Business Quote Capture Rate in Auto Repair Read More »
The customer acquisition rate is a measure of the rate at which new customers are added. The rate is determined by taking the number of customers at a given starting date and taking a count of the new customers added over a period of time (usually a year). The ratio of new customers added versus …
5 Ways to Improve the Customer Acquisition Rate in Auto Repair Read More »
The new business quote capture rate is the measure of the percentage of quotes given to prospective customers that turn into repair orders. Increasing the new business quote capture rate can have a huge impact on growth and profits as each quote that turns into a repair order results in a new customer being acquired. …
6 Ways to Increase the New Business Quote Capture Rate in Auto Repair Read More »
In the sales process the follow up is always stressed as being extremely important. In this context follow up refers to confirming that the customer is happy with the service they received. When viewed in terms of the purchasing decision cycle this is the time the customer often experiences a feeling of cognitive dissonance. This …
After presenting recommended automotive repairs and pricing to the customer the completion of the sale can be just as important as earning the sale. Once the repairs to be performed are agreed upon – the steps involving confirmation and authorization offer great value to the shop. Some of these final steps are required by law …
4 Important Components of Completing an Automotive Repair Sale Read More »
In the context of the Sales Process presentation is focused on prospective new customers. However auto repair requirements presentation can be very similar for both new and existing customers. Service advisors are very skilled at this part of the process. It’s at times necessary to communicate the need for unexpected repairs thus greater expense than …
