3 Ways to Sell More and Eliminate Sales Objections, with Sunbit Co-Founder Tal Riesenfeld

Foreign.

Welcome, everybody, to Service Driver Revolution. We have an exciting show for you today. Lots of amazing information. I promise you that you're going to walk away with a couple things that you can implement and get better results than you are right now. How are you doing, Jeremy?

Man, I am getting very comfortable with the uncomfortable. That's for darn sure.

What does that mean?

I had to cut my own hair, dude. I gave myself my own haircut.

Oh, I thought you were, like, walking around with a rock in your shoe to torture yourself or something.

Well, that's a good exercise for our service advisors on the coaching program. And Friday I had to. I. Friday I had to drive an hour away to help a customer that we had just fixed her car and then it kind of came undone, so I had to fix it and she gave me something. For our next in studio appearance, glass of water. You know what that is, right?

Is it moonshine?

Yes, sir. Here, smell it. So, so good. So wonderful.

What flavor of moonshine Is it straight?

It's just clear. So what do they call, like, Everclear?

They call that rubbing alcohol.

Dude, I am not even going to drink that right now. I got too much work to do today.

I'm bringing that down, sir.

Today, Jeremy, you know what we're going to talk about? We're going to talk about three ways to sell more with zero sales objections. We have a special guest for that that I'm really excited about. Mutual acquaintance of great company, by the way. Randomly, right? Randomly. We didn't know that we had that in common. Also, we're gonna answer questions. Remember, everybody, when you post a question or send a question to infohriscollinsinc.com or you post it on YouTube, LinkedIn, Facebook, if we see it and we read it on the show, we're gonna send you some swag. We love. We love your questions. We get more questions than we can possibly put on the show, but we do try to answer questions that we think are relevant to the time and relevant to Jeremy and I's skill set more than anything else. And remember that we have a new vault up for you@servicedriverevolution.com and some training videos that are complimentary on us. Just all we want you to do is be a part of our tribe, a part of our service society. So go to servicedriverevolution.com and sign up. We also are going to put some other fun stuff there for you coming up that Jeremy and I are going to work on.

Oh, we got a lot coming up for him.

So Jeremy I asked the coaches this morning. So I have.

By far and away the most talented team of coaches, by the way.

I just.

I just best looking.

I would agree. But I have a question. When am I going to get an invite to these morning sessions you have with your coaches?

Okay, bro, so here's the deal. What time did you show up for filming of the show today?

You're not going to bring that up now, are you? I was right.

What time was. What time was the call time today?

It was allegedly at 10:00am okay, well.

Every morning at 7:00am Pacific, we have a call on Zoom. You're more than welcome to join, but I'm going to guess you can't get on there and you're in a car driving somewhere with a bunch of noise. You got to be sitting, sitting 100% focused. And then I don't know that you're going to like what we're talking about every morning. I don't know. But you're more than welcome to join us. But it's at 7am which it's messed me up. But I. So Christian and I talked about this early on is like, we want to keep everybody close.

We want to make sure that everybody's head is okay. And so we should have a morning call every morning. Right?

Good.

And that's all I said to Christian. And then Christian set it up and I'm like, okay, did we set up the call? He's like, yeah, tomorrow. And I look at the calendar, 7:00am.

You know, Christian doesn't really have any concept of time. You've got.

Christian works really hard and he's up early going. And so to him, like, it's already. For our coaches on the east coast, it's already 10. So it makes sense, like how. How Christian approached it. And honestly, I'm really grateful that we're doing it, but it butts right up against my workout. So I've started back with my trainer again, and I'm literally running from my workout to get on the zoom at 7.

But I understand Christian just wanted to make sure that you were on task and that you realize that every minute of your day counts. Kind of like mine as well.

So Christian's one of those dudes that works out in the afternoon, which is always weird to me because if I don't get it over with in the morning, I'm not going to work out.

I am exactly like you. Yes. No, I was just alluding to a 4pm call that he had set up for me. And like, 4 o' clock is probably the worst time of the afternoon to set up a coaching call. Just my coaching brain shuts off at 3 o'.

Clock. I don't know that anytime's good for you. You're always busy doing something, running around.

And let's get focused on today, what's up?

So focus on today.

Speaking of Christian the Zoom hacker.

Hello, everyone. So. So, Chris, I wanted to just kind of tell you something that. That happened today on my way to the office, actually, and it caused me to get there at 6:56. Four minutes before the call, Jeremy. Just to throw that out there. So I saw my neighbor. Weirdest thing, she's in the hallway and she was having a conversation with her cat. And I sat there for a couple minutes and I watched it like that was an interactive discussion. The cat and this woman were talking. And I thought, it's crazy. It's all about the coronavirus in this quarantine. And people are crazy that they think they can have conversations with their cats or other inanimate objects. So I ran back to my apartment and I told my refrigerator, and we both laughed about it.

Wait, wait, wait.

In house hacker.

That means that he has a smart refrigerator.

Yeah, exactly. That's our Christian drive by. I hope there's more of those during the show. Little levity is good for everybody, Jeremy. So I was asking the coaches this morning. I'm like, hey, we're doing the big show, the big service drive revolution today.

We.

What are you guys hearing? Like, what's going on on your coaching calls? Where is everybody at? And one thing, Jeremy, that I think you're gonna find very interesting is they said, and kind of everybody had had this experience on more than a couple calls is that traffic is up. A lot of our clients are busier now this week than they were before the coronavirus. Cause like we've been saying, there's pent up demand, right? But they're doing more numbers with less people because a lot of clients sent home texts and advisors. Now, when they were sending home texts and advisors. This is a. This is a quiz, Jeremy. I want to see how plugged in you are to things.

Hold on, let me think.

They sent. You're gonna do a little shot of moonshine?

Yeah. Here we go.

Oh, my gosh.

Oh, is that burn?

I'm ready. All right. My brain's on fire. Let's go.

You could use that as hand sanitizer.

I could sell that for 50 bucks a bottle.

Okay. Do you think that people are sending their best techs home and their best advisors? No, no, so it kind of what has happened here is.

Is.

And you should think about this. If you got furloughed, so if you were an advisor in attack and your dealership didn't panic, or your shop didn't panic and shut down, but they ran on a skeleton crew, if you got laid off, you got sent home, you got dismissed, whatever it is, that's where you were on the hierarchy of value in the business. So what we're seeing is our clients are running tighter with less advisors and less techs, and they're doing bigger numbers. What's the lesson in that, Jeremy?

Well, we should run lean and reorganize when we should. It's funny how we get lazy and add payroll when we do it.

Funny how we keep people around that shouldn't be kept around. And then we need a. We need a worldwide pandemic to address things that we should have addressed before.

So, Chris, I got a question because I was the first one furloughed from Chris Collins Inc. And I wasn't invited to these morning meetings.

Read between the lines, Jeremy.

Yet I keep showing up. What is wrong with me? That's funny.

Yeah, exactly. No, so I thought, I thought that was an interesting point. That across the board, that's what they're hearing. And what our clients are saying is we're busier than ever. We're doing crazy numbers, but we haven't brought back some people that we were happy to see get laid off or furloughed. And we're doing great. It's better not having them. And so there's a lesson there.

I think there's a huge lesson there. And I think it's good for dealer principals, service managers, shop owners, service advisors. Gross is gross. And it's important to focus on the net. And what we're seeing now is some businesses have a higher net profit when they're working with a leaner crew. So I think businesses are going to be more careful in how fast they just blow that back up. I think they're going to rebuild smarter and be more efficient with it.

Yeah. So you want to be careful here. Going into this is a lot of you are going to experience higher volumes than you had before. You don't want to bring in so much that your systems break down. So be really, really careful about how you're booking staffing. But a lot of you are going to need more techs, A lot of you are going to need more advisors. And I've heard from a couple clients that they're actually adding from where they Were before. And that's gonna. It's gonna happen. And we're going into summer, which always peaks traffic. People drive more. And so you have pent up demand. You have that. And then maybe for our dealership clients, you get a couple recalls thrown in there.

Whoo.

Time to have. Time to have an amazing summer, right?

Absolutely. Put the running shoes on and get ready to run. It's time to go.

How's business in your shop?

Phenomenal. Yesterday was crazy. It's like all the nuts came out of the woodwork and we had just a crazy busy day. And the heat's on though. So anytime we go over 80 degrees out here in Southern California, people cannot survive without air conditioning. So our AC calls have just been through the roof.

So when you say all the nuts come out, you mean the crazy customers?

Yeah.

Isn't that your demographic out there though?

Yes.

I mean, is it? Couldn't you describe your demographic, your market as nuts?

Well, everybody says that that's, you know, all the same. People live in the center of the country and all the nuts and fruits roll to the edges. So that's California for you. That's what happens out here. But for people in Los Angeles, they think that, you know, the high desert or the Inland Empire is a totally.

Different D. Just out of curiosity, what, how in the high desert or whatever you call it, what's the per capita meth addicts to non meth addicts?

I think we're three to one.

Three to one, meth?

Yeah.

So that means I hear that crystal meth is good stuff.

I wouldn't know.

A lot of friends I have, they do it and then they're super successful after. It's like a gateway to success.

I don't know if I would agree with that. I like. I like huffing brake cleaner instead. Putting in a shop rack and just.

You know, you don't know a lot of people that started doing crystal meth and then they're just. Their career took off.

No, I don't know anybody.

Yeah, right.

That's crazy.

Who was I talking to the other day about that? And I was just thinking of like, you know, like, you know that if you're trying crystal meth for the first time, you just made a life altering decision because nobody does crystal meth. And then things get better. I remember growing up in Seattle and heroin was pretty pretty readily available, especially in the music scene I was in and, you know, Alice in Chains and a lot of bands. Mother Love Bone Practice, where we practice, you could feel the heroin like it has this evil spirit to it, kind of. But you could smell it. And you'd walk into a band room and they'd be, you know, they'd be cooking it and you just like turn around and walk out. But you'd get offered that. And I was always like, man, this never works out. I've never seen anybody that tries heroin and then their life gets better.

I think for George Bush at work, though, he had two terms as president, so maybe that's one episode where using heroin.

George Bush did heroin.

Of course he did. And crystal meth as well. I think he did them on the same night.

What are you talking about? Another he did was blow.

Another conspiracy theory brought to you from Jeremy o'. Neill. It's great.

No kidding. You're right. Our right wing in house political advisor.

Yeah, that's me. Listen to nothing.

That things are picking up, Jeremy. That's what I know. And it's good. It's really good. I'm, I love it that our clients are thriving. And this is going to be, this is going to be a great summer for a lot of us that are ready for it. You're going to be able to gain market share and really, really put up, put up some big numbers. Should we go to the questions? The voice?

You know, just one, one last thought on that. I have. I think this is making businesses decide to craft the business that they want. For instance, we haven't had the capacity to take on everything, so we've been focused more on the things that we want. So I think a lot of these businesses are only going to grow in the areas that they want as far as the jobs they want to work on.

So, yeah, I would go. I would go a step further with that. I'd say a lot of businesses are figuring out who they are.

Of course. Yes. Yeah.

Especially because, I mean, a lot of businesses just sit there and wait for it to come instead of having to go get it right. And character is built in, in times of strife.

I absolutely, I agree.

Voice of God, are you there?

The voice of God is here.

What's our first question?

The first question comes from Facebook.

What's your take on the technicians that may be out of jobs right now as most dealers are working with limited staff? Are you seeing dealers thinking about strategies to retain their technicians or in some cases, looking to attract more techs that may be looking for other opportunities given the current circumstances?

Yeah, so that's a little bit of a loaded question because every market, every dealership, every shop is a little bit different and so without having specific context, I would say the first thing. I would go back to what I. What I said at the top of the show about if you're being furloughed or laid off, I would do a real, real inventory of. On how much value you're adding to the shop. Because if. If you're one of the top technicians, there's a. They're. They're not going to let you get too far away. They're not gonna. They're definitely not gonna want somebody to steal you. So I would.

Yeah. Even if you're mediocre, I think, man, technicians are hard enough to find. They're gonna bring the text back as quickly as they can. And if they don't, there's something going on there.

Yeah. Like, we know clients that are hiring tech. So it isn't even in the. In a downturn like this, technicians are. Are what run the show. Like, without techs, we can't. We can't produce labor. Right. We can't put car parts on vehicles either. So I don't know, I'd look in the mirror and really ask yourself, like, is this a chance for me to reinvent myself and be more of a contributor to the positive side of business? Maybe work a little harder, put up some bigger numbers, you know, really be something different than I was before? If I'm expendable.

I agree.

So right there, I could see you were thinking, should I do another drink of moonshine? Not. And then.

No.

Okay. God. What's the next one?

The next question comes from YouTube. On a recent episode, you talked about the dumbest things advisors say after getting a no. But what's the best response to say when a customer says no?

Oh, man, that's a great question.

You go first because mine's gonna blow this out of the water. So. You go first, Jeremy.

Okay, so let's see. We have financing. Why don't you want to do. Oh, wait. Those are all the things that we don't want to say. When you get a no, you want to get into agreement with your customer, take these sales pressure off. So for me, it's okay. No problem. We'll get this car wrapped up and get it back for you. Do you need to ride down here? And that's when the door is closing and everybody thinks that you gave up on the sale. But no, you haven't given up on the sale because you have another trick in your bag. And that trick is care for your client. And you know, as a trusted service advisor, that if you don't Help the customer take care of these concerns. It's going to cost them more money down the road. So now is the time to open that door, back up and ask the customer the golden question or the magic question. That magic question is this. Typically, Kris, when customers say no to repairs, it comes down to two things. They either don't have the time or they don't have what?

Money.

Money. There we go. They don't have the time or they don't have the money. And that's what it boils down to. Meaning they want their car back right now and they don't want to leave it with you. Or they simply can't afford the repair. So the skilled advisor will then ask the customer, hey, Mr. Customer, I'm just curious, when it comes to addressing these areas of concern today, was it more of a budget or time concern? And then you handle the objection there. And the customer not on guard. They're not on defensive. You've let the sales pressure go. They think you're giving them the car back, and now you just have a conversation. And the biggest sales that I've ever made, my career, Kris, have always been a conversation between friends, not salesperson to customer.

Man, that's strong, Jeremy.

It's the moonshine talking.

Okay, so my answer to this is gonna be a little bit different than Jeremy's. But neither one is is wrong. But I think Jeremy.

Is better at thinking on his feet and better with comebacks. Like, he's quicker than I would be as an advisor. And so for me, if I get a no.

I want to look back and say what happened earlier on in the process that got me to no. Now, one of the biggest things that gets you to know is asking a question that can be answered with no.

The proverbial yes or no or open ended. Yes. Yes. You want to give the customer a choice of yes? Yes. Is that what you're talking about?

Well, I mean, let's say we're recommending tires in an alignment. So we did a walk around. We're petting the dog needs tires and alignment. And then what I would do is I'd say, hey, the computer here is saying, you're due for an alignment.

No, I just want the oil change today.

Okay, now I got it. Now I can come back to you when I do the inspection, right?

Yes.

So you didn't say no.

What do you mean I didn't say no? I did say no. I said no. I just want the oil change.

No, not really.

So what did I say?

You said you wanted to get whatever the other stuff was done.

Yeah, I just came here for the oil change. That's a common objection that service advisors get all day long, right?

Yeah. But now I can open up the phone call with, hey, it looks. So we inspected the car, and it looks like it needs some things. What are your plans for the car?

Here we go. I love where you're going with this.

So now I got a way to go. I never really asked you a question that can be answered with no. And so to me, you said no. That's a priority. The oil change is the priority because it's, you know, it's been on your mind. You want to change the oil. It's overdue, whatever. But.

Now I have room to get to know. Get to know you. Now, the other thing that you'll find and the best sales book I've ever read is the Game by Neil Strauss. And you have to go into this book understanding that it's about boys trying to pick up girls. That's really what the book is about. But the thing about the book is, like, you know, if you ever met Neil Strauss, he's like a short little guy that's bald, not the most attractive guy in the world, and he ends up, you know, dating.

Very attractive, very attractive females. I guess it's a true thing. But the thing about that is, if you can. If you can put aside the fact that it's kind of douchey and it's about guys trying to get girls, and you look at the process of how a nerdy guy has to reinvent himself, has to analyze every little thing about how he approaches somebody in a bar, how the body language matters, how your wording matters, how you have to kind of play the takeaway, and they can smell desperation on you, and all of the things that they have to go through to get. To reinvent themselves through that book is exactly what Sales is about. So if you got a no, I would say that all lost sales can be traced to a mistake made earlier on in the process and to the point that if I call on declines and this might be something you want to have somebody else do, like two advisors could do this for each other is you could go through a month's worth of declines, and Jeremy will call on mine, and I'll call on Jeremy's, and it'll just be like, hey, you know, this is Chris from Bulldog Motors, and I saw you were in here a couple weeks ago, and we recommended Breaks, and I was just curious why you didn't have them done right Calling on declines. You learn more about that. Now what you're going to find is that it's. You presented it when they showed up. You're going to find that they just didn't have the money at the time. You're going to find out that they didn't understand. So whenever these surveys are done is the number one reason people don't maintain their cars is they weren't told. And the second reason is they didn't understand. Right. And so that's a part of it. The other part of it is like introducing the inspection sheet early on. So then you're the hero and not, hey, I didn't ask you to look at that. Right, Absolutely. All those little nuances, petting the dog. The customer doesn't trust you because they had to come find you. And then when they found you, you were busy and on the phone and they, and you wrote them up while you're doing something else and you just treated them like another transaction. You didn't call them, they had to call you. And now you're telling them, hey, we want to spend $2,000 with us. But they don't like you, they don't trust you. And you seem disorganized. Right. Think about another thing is customer pulls into a service drive, that's a disaster.

There's stuff laying around, it doesn't look organized. It's chaos. They got to go find you, you like. Why would they want to spend money in a place like that? They want to get the minimum amount of work done on their vehicle and get out. That's what they want to do. Because it's not comfortable, they don't feel welcome. So a lot of sales are lost, A lot of no's are created because you didn't pet the dog. You think that it's a transaction about a car. And that car is a commodity. The value that you have as an advisor is your relationship with your customers. Knowing where they work, their kids, what they do. Like spending that time building rapport, making it about everything but the car. Anybody can service the car, right? So my background is dealerships. Jeremy's background is dealerships. And he owns a shop and he teaches shops and advisors in shops. Why do 75% of customers say start off. Wait, sorry. Why do 75% of customers that start off in a dealership end up going to independent shops when the dealerships had home field advantage? Because they don't like us, they don't trust us. We take them for granted. It's like, oh, well, they have to come to us for the warranty work. So we're going to torture them. We're going to make it an experience. That's right up there with going to the dentist. Right. So it's all in the process. So as an advisor, you might not be able to control some of that stuff, like what the drives, like what the process is and all that, but it definitely matters. So, I mean, that's a long winded answer to a simple question. But it's not simple.

No. Can I add to it? Because you've got my brain just churning here because you're right. So much of our sales made at the initial drop off and how.

Only if you do another shot of moonshine.

No, I'm not going to do another shot of moonshot today. I got to work after this, man. Now you just lost, made me lose my train line. But here's no. Here's the actual answer. And this could be a trigger phrase. As a service advisor, if you're getting a lot of no's when that customer says no, you should think about I'm sorry. And the reason I would trigger myself to say I'm sorry, right, like snap. That rubber band that we talked about last SDR is if you're getting no's, it means you dropped the ball somewhere earlier, Mr. Service Advisor. And you need to figure that out because the no's should not be there. It should be a natural progression. And then essentially, Kris, what we turn into is we become financial planners, which is, okay, you're in agreement that your car needs all of this. How do I help you get to that? Because that's what you want. And then you basically work through their budget and what they can afford today with all of our different things.

So, yeah, and let's be honest about this too, Jeremy is like, no, let's lie to them.

Let's lie to them.

There's guys out there.

There'S guys out there that say service advisors or salespeople. I'm telling you right now, you're a service advisor that thinks that they're a salesperson, has never sold. Go sell cars. Go start off the month at zero. Like the idea that, oh, being a service advisor is the hardest job in the dealership. No, the hardest job in the dealership is probably being a salesperson. That's hard. You start off at zero and you, you know, you have to, you have to go get customers and get them to buy a car. Now a service advisor, you get built in traffic. I don't know too many service advisors. In fact, I Don't know that I know any that go out and get their own traffic. The traffic's built in. It's coming in. Your job is to get in front of it and then make the process better. And so you're selling something that they need. They don't need to buy a new car. They need have to have brakes. They have to maintain the car, that if the car is broken down, they have to fix it. That's not sales.

Right.

That's just making a process bearable. That's it. So if customers are declining brakes, the brakes aren't going to grow back.

Not yet anyways.

You're not. You're not some amazing salesperson that you got somebody to agree to something that they need. Like, you're literally selling water in the desert.

Good point, right?

Yeah, good point.

And so the bar is so low when we talk about sales. Like, sales is something else. Like, we've all experienced a really good salesperson that's following up and getting you to picture yourself in this image like you sold real estate. That's hard. Getting somebody to picture themselves in a mortgage payment that's $10,000 a month, when right now they're spending 2,000 on rent. Like, that's selling, getting to, you know.

Hey, can I share with you the best salesperson I've ever seen?

Yeah.

Okay. I was in the San Fernando Valley and I was having lunch. And so we're at this restaurant and this guy literally is walking around with Persian rugs on his shoulder. And he's going door to door and he walks. You gotta imagine this restaurant is busy. It's probably this is, you know, 200 people packed restaurant. He walks right up to the front counter. No fear. And he puts the carpet out. And she goes, no, no. So he puts it down, puts another one out, and then he unfolds it. And there's people trying to get in and there's people trying to cash out. So he's holding up this whole restaurant. And he comes through this lady and he says, 120, 120. And he just starts to close. She ends up buying the rug for 60 bucks. He walked out and made a sale. And I was like, that was tenacious. That was no fear. You talk about this guy starts at zero. Every day he's gonna walk business to business selling these rugs that nobody wants. Like, he doesn't have a lead sheet. He doesn't have people that want to do. Everybody doesn't want to see him, is trying to push him out as fast as he can. Yet he still made a sale. That's. Yeah. That was crazy.

Well, I mean, door to door sales is probably the hardest. Right?

Well, it's outlined now. You can't do it.

Really?

California has outlawed it. Governor Newsom has actually outlawed that.

Well, it's still hard.

Like, can't even stand on the beach without getting harassed.

Now, do you think that that's a conspiracy?

We're not going to talk about that.

You do. Don't you tell everybody. What's the conspiracy about?

I don't have enough.

The Russians. Is it Putin? Who knows?

No, it's not even the Russians. It's, it's.

What are the chances Putin is meddling in the 2020 elections, Jeremy?

Only if he's needed.

Only if he's needed. He's a tool. He's a torque wrench. That's what he is.

He's like, he's working for Trump.

Yeah, I see Trump has a bunch of these. These are, these are tools, right? This is, this is a very expensive torque wrench.

Jeremy's holding up a torque wrench.

You wouldn't use this to bang hammers in wood. It's the wrong tool. So when you need a delicate tool like this, you call it out of the closet, the tool cart, and you use it.

I think you and I should do a political podcast.

We absolutely should, yes.

I would just laugh the whole time. It'd be hilarious. I mean, some of what you're saying might be true, but I don't know, I don't spend that much time on it. Okay, well, that's a long winded answer to the no question. But I do think you.

They should.

Go back and listen to that because there was some good training in there. I love.

For sure, every lost sale can be traced to a mistake made earlier in the process. And if you think that way and you approach it that way and you're willing to self analyze, you're willing to call a bunch of declines and say, hey, you know, listen. Ask questions that give you an insight, not asking questions that are a statement. How can you get better? And if you, if that's really what you want to do, you'll get better. It's good. Okay, let's. How about a guest? Yeah, can I bring on a guest?

Jeremy really fired up over this. Yes, sir. Let's get it done.

So we're going to talk about three ways to sell more parts and labor with zero sales objections. Zero sales objections, zero declines. And I want to introduce everybody here to one of the founders of Sunbit Tal. Hi. Tal, how are you doing?

Good. Nice to meet you. Thank you for having me.

Yeah. So we were talking about this on an episode before, and your name's come up from a bunch of clients. And actually Jeremy uses you in his shop. And when we were talking, it's just fascinating what a great tool this is. I have experience having outside financing when I was running a BMW dealership. And this brings me to the very first point of what we're going to talk about today, of three points that I think each have their own distinct nuances, but will drive revenue in different ways. We used to sell a ton of accessories. After the sale, the customers would buy a 7 Series. They would opt not to put wheels on or do anything. They'd buy an X5, and they'd opt not to have the DVD player and the headrest. And then six months later, year later, maybe they got a promotion, maybe they got a raise, but they would come in and then they would add wheels, they would add accessories, and we would sell a ton of accessories in the service drive by offering financing.

And so how much of your business is actually financing accessories and how does that work? How do you approach that and see that from your point of view as basically a bank? Right?

Yeah.

So accessories isn't the biggest part. We'll talk about the two other things later that happen more. You know, the big jobs and stuff like that. But accessories for me is a want to have versus a must have. Right. So the customer wants this. Does he want to spend $1,000 today? And the way usually we see dealerships using financing in that method is basically splitting it up into as low as. So you can buy this for as low as $50 a month, which is very different than going $1,000 out of pocket. So accessories, I look at it mostly as a way to upsell and to make the customer comfortable that he can buy what he wants. Again, I'm using the word wants purposefully and not need to go out of the whole expense today. Out of his pocket?

Yeah.

Have you used it for that, Jeremy, or you're not really. You're not selling a lot of accessories, right?

No, we're strictly general auto repair, so we're using it pretty much 100% for breakdowns and additional things that need to be done on the car, additional concerns. So. But it. It's been awesome.

So then that's the second one is you're gonna sell, you know, bigger, bigger jobs that you normally would get, decline. And you were. You were sharing a stat with me that 72% of the customers that use Sunbit say that they wouldn't have had the repairs done if it wasn't for having that option of financing the work. Right, Tal?

Yeah.

And I think another stat to look at is that 40% of Americans don't have access to $400. Right. Before we talk about why they use sun bit to buy this. But think about this number. 40% of Americans, $400. And I'm not talking about this period. I'm talking three months ago.

Right.

So when that's the case and the customer gets hit by a big repair he knows he needs to get done, the car's not going to drive out of here without it. You know, that's where that option comes in the most handy. And yet 72% of them say that without this option, they wouldn't have fixed their car.

What is happening now with this coronavirus.

Epidemic? How much do you think your business is going to increase because of the fact that people are strapped? They now have gone without paychecks for two weeks or a month, and then their car breaks down. How much more do you think your business is going to increase during this?

Yes, so I think it will. I think people are now going to be faced more with, do I fix my car or pay my rent? Okay, so. So we're very happy to offer them an option. What we see. So first of all, we see, we do see a drop traffic, like everybody did, but relatively our drop in traffic was about 20 to 30%. And I know dealerships are seeing a bigger drop in traffic, which for me means that you have less people, but more people are using this option, which is a good thing. And I expect the next few months, as business is starting to grow now and we all see that, more customers are going to be thinking.