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
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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
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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
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In the automotive repair business – determining what a prospective new customer’s needs are is a critical part of the sales process. The focus of needs assessment is different when dealing with a consumer as compared to a business but the overall objective is the same. Part of needs assessment is relationship establishment. Ultimately defining
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In sales it’s often said that preparation is at least half the battle. The people that interact with customers in automotive repair are excellent at establishing and building relationships. Preparation in sales involves learning as much as possible about a person or company before actually engaging with them in order support relationship building. With the
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Prospecting for business customers is different than attracting consumers. Once contact has been made the process is very similar but reaching the audience and stimulating interest is quite different. Social media and the Internet play a significant role in business prospecting. With today’s easy access to information prospects can be identified relatively quickly. However finding
4 Places to Prospect for Business Automotive Repair Customers Read More »
Attracting business in today’s marketplace is quite different than it was 10 or even 5 years ago. The Internet is the shopping venue of choice for consumers and social media is now deeply ingrained in our culture. The impact of traditional advertising has been reduced as information is readily available at no cost to the
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