Time, welcome to the Selling and the Motor Trade podcast in Association of Car Without. The online Car Changing Destination. Together we share tips and ideas on how to sell more cars, improve your service department, and generally put more profit into your department, dealership or dealer group. I'm your host, Simon Bowkett, or some of you might already know me as Skippy. Firstly, I just want to say thank you for taking the time to listen to this podcast. Hi, welcome to another episode of Selling and the Motor Trade. Today I want to talk about the objections that your service advisors are getting when they try and upsell in the service department. I'm just going to focus on five from our today's service advisor, sales training program. And if you want more information feel free to reach out. We've got an online training program there or we come in and work with service advisors. We haven't got time to go through the whole process now. Yes, we go do the vehicle health check. We've got to set the agenda. We've got to show people what it is, tell people the call's going to come through. There's so much stuff we can talk about there, but let's just focus on the objections. I'm just going to give you five techniques that should help your service advisor. This is when someone says, no, no, no, I'll leave it. I don't want to do that. The first technique is cost or timeframe. So let's take the tires, for example. We put the call in. Hello, Mr. Customer. This is Simon calling regarding the complimentary health check. We said we do on your car. Now David, the technician, when he was servicing the car, he inspected the front two tires. And the tires got eight millimeters when it's brand new. You've won it all the way down that you've only got 1.4 millimeters until that tire is illegal. Now to put that in perspective, that 1.4 millimeters is a thickness of a credit card. I've taken the liberty of getting a quote from you from QuickFit for the same tire that Toyota recommend, the Continental, the Dunlop, the blah, blah, blah, fitted, balanced, and disposing of your old tire. There are 149 euros a tire. Now we could do that as part of your service today. We're four euros a tire dearer, but the good news, Dave can do that as part of the service. It's not going to affect the pickup time of 430s afternoon. Do you understand why Dave recommends getting that tire changed? And customer says, no, no, no, I'll leave it. All too often we hear people say, okay, at least I've offered, okay. But selling often starts when the customer says, no, the first technique might be cost or time frame. Well, Mr. Customer's just only having the thickness of a credit card till that tire is illegal. Not only doubling your braking distance on a wet road, okay. In fact, on a dry road, it's actually 10 double-decker bosses extra stopping distance. Can I see it? Is it the cost of that tire? Well, the time frame to get fitted, you're not sure about. It's often cost, isn't it? Then you've got some options to go. Well, please bear in mind that's the same tire that Audi recommended. But in this occasion, why don't I get a lower cost alternative for you? Well, actually, we've got the Michelin is going to be 189 pounds, or we can actually put the hand cook, the arrow on, for 145. Hey, which one makes more sense? The hand cook, 145, or the Michelin, the same tire that Audi recommended at 189. So cost or time frame might be one technique you might want to have look at. That's number one. Second one is, I think what you're really asking me. So let's just take, I don't know, brake fluid, okay. So I'm telling people the brake fluid needs to be changed, and the reason why it's hargoscopic, absorbs water from the insidesport in the system. That's the disaster, when we live in a wet country, which in the UK is actually quite damp lots of the times there. You might talk about it's like having a cordial as a kid, all those good things that we talk about on the training course. But people say, no, no, no, I'll leave it, okay. I think what you really asked me, Mr. Customer, are your brakes going to be okay until this time next year when you service the car again? I wouldn't want to put my name to it. I don't know how much moisture is in the system at the moment. I'm concerned that moisture causes conrosions to the calipers, the wheel cylinders. I'd hate to think in 12 months time, I'm asking for a lot more money for work to the calipers as opposed to 89 pounds to get the brake fluid change this time. This will work for me a little bit more now, I suppose potentially a lot more later. So number two technique you might want to try is, I think what you're really asking me. I think what you really asked me, is it going to be okay until this time next year when you service the car. That's number two. We know the service advisors got one of the hardest jobs in any modern car dealership. When people say, no, I'll leave it, do your service advisors have the tools in the toolbox to deal with that objection? When they're talking about tire sales, they're going to talk about air conditioning servicing, brakes, brake fluid. Do they have the knowledge to be able to come across with confidence? Why the customer needs to get this work done? Do they understand how to get across to the customer, what your technicians do that the independents can't do? How, listen, that sounds like what you need for your service advisors. Come and speak to us at Symco Training about today's service advisor. I think it'll really help you. Number three, you might want to try is, a lot of my customers said that. A lot of my customers said that. It's great because it lets people know they're not alone. Okay. Let's take servicing the air conditioning. We're coming into winter. We hardly ever use it at all. So, I won't get the air conditioning serviced. Okay. Now, Mr and Mrs. Customer, a lot of my customers said they're not going to get the air conditioning serviced because we're coming into winter. Until they found out it's the inactivity was causing the issues, not the activity. It's like you boil at home. People often don't get issues with the boiler. In the middle of winter when it's been used all the time. It's the start of winter where it's been dormant. Sam is the air conditioning system where it's not being used. If the seals dry up in it, the gas will leak out and it's the gas that carries oil to lubricate the compressor. And the compressor is the most expensive part of the air conditioning system. I'd hate to think in 12 months time. We're asking for a lot of money to replace the compressor as opposed to a lot less money just to service the air conditioning. It's always been a little bit now as opposed to potentially a lot more later. Okay. That's number three. Okay. A lot of my customers did that. Number four is the oldest one in the book. Comes from an called Tom Hopkins. And it was feel felt found. Okay. So, customer turns around says, I listen, I'll leave that timing belt. Actually, there are a bit of a rowty belts nowadays, aren't they? Everything seems to be going chains. I'm thinking, that's not true. I'm thinking some of them now. But anyway, no, no, no, I'll leave that belt. Okay. I was understanding exactly how you feel. I had a customer here, Mrs Casey, felt the same as you, because she was looking and selling the car anyway. She thought why bother doing it. But she actually found out when the belt snapped, the valves went right through the piston. Okay. And actually, there was nothing stopping the valves at my piston and the engine was written off. And of course, no insurance company was going to cover that. Isn't worth spending a little bit now to sell the car for the timing belt that's been replaced as opposed to potentially having to put an engine in it. Feel felt found. Comes from Tom Hopkins. Okay. And it's just getting on. It's quite an empathetic one as well. Here's the last one. Okay. Stole this from man called Dave Peele for another show, been interviewed on the show. Have you well, Mr. Peele? And this one is, promise me. If you get any upsell and a customer doesn't want to do it, you might finish it with, well, Mr. Mrs. Customer, would you do me a favor, even if we don't do the tire? Would you promise me you get that tire change between now and the end of the month? Just with that, the thickness of a credit card to that tire is illegal. I hate to think you get pulled up by the police, because the government's changed the maximum fine to two and a half thousand pounds per tire and three points in license. Would you promise me you get it changed? You see, promise me takes it right out of a sales pitch into something that's personal. Okay. What's going to do with that? Now, I would just leave it there. Yeah, great. Okay. I'll go and use black circles. I'll go and use quick fit. But then you might say, but haven't said that on this occasion, why don't I look at putting the hand cook on it as opposed to the Michelin ads X amount as opposed to Y amount? That makes sense, doesn't it? Guys, try some of those. Short one for your say, five objectionable handling techniques is at the cost of the timeframe. Okay. Or I think what you're really asking me, number two, number three, a lot of my customers said that. Number four, feel felt found. And the last one is, how would you do me a favor? Even if we don't do it, would you promise me? You get X, Y, Z fix. I just hate to think in 12 months time, I'm asking for a lot more money to replace the blah, blah, the flux capacitor, whatever it is. Guys, try some of those making your own. But also when people say, no, don't just say, okay, our job as a service advisor is to advise, why is important to get that work done to the car. If you want more ideas now, help on that, come and talk to us about our today's service advisor training program. And we'll get your service advisors up to speed of using these techniques and others very effectively in business. I'll speak to you next time. That just leaves me to say that all details of this episode and other episodes on the selling in the motor trade can be found on our website simcotraining.co.uk. Go there to get a copy of our book, Words That Sell Cars. Go there to sign up to a free trial of our sales fitness online sales training program. Easiest way to get hold of me is Simon Bowkett, food link here. Thank you.
