When you’re explaining a brake fluid change, the most common objection service advisor’s tend to get is the customer telling them they just haven’t done that many miles in their car.
I thought this is a great way of getting customers to visualise why it’s so important to have the brake fluid changed.
The ‘Orange Squash’ explanation:
You might want to consider this technique, which I picked up from a colleague, Tony Sexton.
“Mr Customer, remember when you were a kid and your mum would give you a drink of squash, and then you’d asked for a little bit more? Rather than go back to the fridge, sometimes she’d top it up with water from the tap – only then it doesn’t taste quite so nice, because it’s more diluted.
“That’s exactly what happens with your brake fluid. If you just keep topping it up, it starts to get diluted. What we need to do is take all the old fluid out of the system and fill it up again with new brake fluid.”
Keep improving your teams skills and techniques, ask about how ‘Today’s Service Advisor’ online training programme could benefit you. For a one-off cost of just £299 plus VAT per person get your team on the IMI Quality Approved training programme today by calling us now 01829 760679.
Keep the ideas coming by receiving our weekly tips. Submit your email address at the footer of our web site www.symcotraining.co.uk