| Are people whispering? Are they whispering about | | | | straightforward as you know how, how are they |
| your business? You know the type I'm talking | | | | being oversold? |
| about; the ones that get back to you from | | | | If it's worn out, broken, leaks, buzzes, steams, |
| "unnamed outside sources" and never seem to | | | | burps, chortles, chugs, chirps, squeaks, bleats and |
| have a verifiable source? Which rumors you ask? | | | | screams for mercy your tech should be writing it |
| The scary ones that start off with "Yeah, I heard | | | | down. The vehicle is what it is. You know why |
| the customer went down the street to Joe's | | | | they are being oversold...you know...because you |
| Garage because he was being oversold here." | | | | are not prepared to talk to your Customer. |
| Oversold? Oh wait, you mean undersold, don't | | | | You have been doing this for so long...you know |
| you? Undersold...that's where the Service Advisor | | | | exactly who will buy what, when they will buy it, |
| cuts corners....oh...that's right...the personnel in your | | | | how much they will pay, how much you think |
| store never do that. | | | | they'll pay, what they did the last time in and |
| Lately I have been hearing these fairy tales. | | | | everything else that prevents you from doing a |
| Oversold. What a crock of gear grease. | | | | simple estimate preparation with each item listed |
| Oversold means that the Customer somehow | | | | in order of importance (just in case your |
| got the impression that the only thing that means | | | | Customer asks you a question), why it's |
| anything to the business they are currently | | | | important to get them done (it's called a feature |
| conducting business with, is the money in their | | | | benefit analysis), what will happen if they don't |
| pocket and how you, the Dealer is trying to | | | | (not scare tactics like "If take this car out of the |
| shake it out of them...is that about it? Of course, | | | | shop and you drive it, you die"), what is the cost |
| it is always the Dealers fault. Right..... | | | | breakdown per item (think budget) and how long |
| Let me ask you this. How many of you reading | | | | it will take. |
| this would say that you are a person that would | | | | You don't do your homework before you call. |
| do or say anything to a Customer merely to | | | | Nope. Because you've been doing this so long, you |
| allow you to take possession of that persons | | | | just grab the Repair Order, start estimating parts |
| money? I thought so. Here is another one. How | | | | and labor off the top of your head, write |
| many of you would say that you work with a | | | | everything down as "69.95" (of course that |
| co-worker that does this? One more. Would you | | | | doesn't sound made up) while dialing the phone |
| say that most people are honest and want to do | | | | and with no regard to prioritization start off the |
| a good job? | | | | conversation with exciting and wonderful phrases |
| Do you know that studies conducted over the | | | | like "You knew this call was coming" and "I told |
| years state that over 90% of Americans believe | | | | you I'd be calling you back when you came in" |
| themselves to be honest? And those same | | | | (aren't those wonderful icebreakers) or some |
| studies say that we want to do a good job. | | | | other witty opening line all the while explaining to |
| Which means that someone else is that person, | | | | the Customer and adding numbers on your little |
| the person who is dishonest and does a poor job. | | | | desk calculator like some bizarre Las Vegas act |
| So, lets go back to the "Oversold" statement. | | | | ("Oh folks, you gotta see this guy.....he's amazing!") |
| How can your Customers be oversold if over | | | | while completely ignoring the fact that your |
| 90% of you are honest and believe you are doing | | | | Customer has placed their trust IN YOU to give |
| a good job? And that you believe your | | | | them the best ADVICE regarding their vehicle |
| co-workers are honest as well? You know why? | | | | (look at your job title, it doesn't say Service |
| Because we don't believe that our sales | | | | Adder Upper, or Service Unprepared Phone Caller |
| techniques and communication skills are bad. And | | | | Person) and when you finally get done explaining |
| they are. If your Technician has inspected the | | | | the whole thing to them ending with "So, you |
| vehicle and written down what the vehicle has | | | | wanna get it done?"... you have the gall, the |
| wrong with it based on observations, tests, wear, | | | | chutzpah, the cohunes to say something like "I |
| appearance, end of service life, etc. and you tell | | | | can't understand why our customers feel |
| your Customer what is wrong, as honestly and | | | | oversold?" Right..... |