From the point of initial contact through the repair cycle communication is the most important factor in successful automotive repair sales. Making sure that a complete understanding of the customer needs and offering any additional identified repairs is critical to success but even more so the relationship with the customer determines success of failure. Following …
A big part of automotive repair sales depends on presentation. If the customer doesn’t trust or doesn’t understand the repair recommendations being presented. – they’re not likely to authorize the work. It’s important to use everything available to explain recommended repairs to the vehicle owner. Following are points on repair presentations that will assist in …
When initial contact is made with the customer whether it’s for a quote, appointment or at the point of vehicle drop off – the opportunity to communicate the possible additional maintenance requirements should be taken advantage of. It’s better to present as complete a picture as possible up front because the customer may develop a …
Communicating with the customer is paramount to success in providing automotive repair services. Throughout the automotive repair cycle – the interaction with the customer defines the customer experience and thus the quality of service. Of course, other factors dictate the quality of service such as price, repair accuracy and shop environment – but first and …
The old scientific adage “for every action there is an equal and opposite reaction” applies in business as well. In automotive repair marketing, sales and operations – actions taken will elicit results. Marketing actions can result in more business opportunities, sales related actions can increase business volume and operational actions can improve productivity thus stimulating …
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 »
Making the most of the automotive repair sales process can increase revenue and help to build long term relationships with customers. Auto repair shop owners and service advisors are very good at presenting service and repair requirements to customers and over time they develop and refine their skill set in this area. Reviewing and thinking …
In the automotive repair business circumstances will always require management attention. If a business is to sustain positive growth then key performance indicators can be evaluated to identify areas to which attention should be focused. When utilizing key performance indicators they should always be compared to bench marks such as industry averages to determine whether …
Using Key Performance Indicators in Automotive Repair Management 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 »
