Short discussion (podcast/YouTube) reporting survey results from Dealerator and cars.com: in the mass-market segment 66% of customers decline additional recommended service work; in the luxury segment 62% decline (closing rates ~34% and 38%). The speakers clarify this applies to both maintenance and repair (MPI portion at the end) and debate causes: system/process issues appear more important than advisor objection-handling training.
Questions this video answers
66%.
62%.
Approximately 34% (mass market) and 38% (luxury).
Both (applies to maintenance and repair; described as the MPI portion at the end).
Chapters
Dealerator and cars.com they surveyed customers and tried to find out how many of them are buying additional service recommendations on average. And to me it was really overwhelming. Least surprising. But on they. They did two segments. They called it the mass market segment and the luxury segment. But on the mass market segment.
66% of the customers are declining additional service work.
So 2 out of 3 customers are just saying no, just wrap it up and then it's not much better. On the luxury, instead of 66%, 62% of the customers are saying no. Like 34 and 38% closed.
And is this to maintenance or repair or both?
Both. Maintenance or repair. It's just essentially if you offer something. Yeah. So it's the MPI portion at the end.
That seems terrible.
I agree.
I don't think I ever experienced that. Ever.
Yeah. So the thing that kind of scared.
Me about 90 or like you need.
Something for your car and you're telling me no. Yeah. And I'm okay with that. But here's the thing is that this is where I, and I hope the industry doesn't do this, but your average person, that's like, oh, crap, you know, 34. Only 34 of the people are buying all the stuff is what is your average owner, GM gonna think that they need for their service department?
Advisor training on specifically what Price.
Overcoming objections. Price. So all of that stuff. But your experience. My experience is that when people say no, why do they say no?
Well, I think it's an outcome of the system, how they feel even like.
When they get the information.
I mean, hands down, we've proven it over and over again that you can increase your closing ratio through the system more than through advisor training. And we get, we have advisor training. It's good. I'm not opposed to it.
Yeah.
But the system plays a bigger part.
Yeah. If you're trying to overcome objections instead of fixing the system at the start, that's what you'll. Maybe you go from 32% to 34%, but the truth is it should be 70 or 80 or 90%.
I also always kind of find that overcoming objections is a lot of times badgering.
I think there's. There's a really good place for it on the sales side on variable because you just have to keep asking till you uncover the objection. On the service side, it just doesn't seem like you can ask that many times. I think you get maybe one or two.
Thanks so much for watching this clip of Service Driver Revolution. We're uploading new stuff every day, so make sure you subscribe and click the bell icon so you don't miss out. If you have a question you'd like us to answer on the show, call 8333 Ask SDR and we'll answer your question on the show. That's 8333 Ask SDR. For special deals on our books and training, head over to offers.chriscollinsinc.com now that's offers.chriscollinsInc.com I'm Chris Collins, and I'll see you in the next video.
