The latest industry stats reveal that Aftersales, for so long the back bone of dealer profitability is at best stagnant, with every KPI related to Service either static or in decline.
In our last Newsletter, we addressed the top 10 tips on Used Cars. This time we give you 10 tips to increase retail work in the Service Department
1. Understand your customers’ needs and build rapport. Make sure you have enough time to achieve this. Present appropriate upsell products in a manner that suits the customer.
2. Be true to your brand. You are experts at what you do, so DEMONSTRATE what your customer will receive from you that your competitors won’t be able to deliver.
3. Build Loyalty. Give your customers great service so that they WANT to come back to you, but also sell them a Service plan to make sure they stay loyal!
4. Ask questions in a consistent manner. Implement a robust sales process that everybody follows and ASK for the business!
5. Understand your vehicle parc and market the hot spots with compelling offers. Review tomorrow’s job cards today and identify where there are opportunities to sell Service Plans.
6. Add value! TELL the customer about the FOC items such as Wash and Vac, Courtesy Cars, Collection and delivery, Wi-Fi, refreshments etc.
7. Motivate the team. Implement motivating pay plans, implement popular incentives and introduce targets and performance reviews to make them WANT to sell
8. Have a fitness regime! Make sure that everyone in your team is trained to do the job you want them to do and Coach them to ensure they remain at the top of their game.
9. Manage the Sales Process. Make sure your VHC process is robust and that it is carried out, priced up, and approved within 45 minutes of the vehicle entering the workshop.
10. Win more red work by second facing declined work and providing discounts where appropriate. Follow up amber work robustly.
The growth in new vehicle sales will start to positively impact on Service Departments in the next few years. Those businesses that take control of their destiny right now will start see the work increase immediately!