Chris Collins teaches service advisors to ask open-ended questions before recommending repairs. Start with "What are your plans with the vehicle?" then listen. Understanding annual miles, trade-in plans, and work use helps you give advice that actually fits the customer's situation.
The next thing is that when you call the customer or talk to the customer is before you say anything, before you talk about anything, ask open ended questions and fact find. So here's what I want to know. If a customer has a car that needs a lot of work, I want to know a few things before I do anything. Remember what is my, what is my title? Coach. No, in this scenario.
Service advisor.
I'm a service advisor.
What does advisor mean?
You give people advice.
Do you need all the information in order to give somebody advice?
Yes.
So don't go half cocked throwing around things without knowing a couple things. The first thing I want to know is, is.
What are your plans with the vehicle? So I literally will ask it that way. This is an open ended question. So what are the plans with the vehicle? Now I might say, hey, the technician did a inspection and found some things and I'm just curious like what are your plans with the vehicle? And then what do you do?
Shut up.
Shut up. It's an open ended question.
Next question. Well, about how many miles a year do you think you're going to put on the vehicle? Are you thinking about trading it in? Are you buying or are you leasing? Do you use it for work?
Now why would all of these questions be.
Important? Christian?
So in the event, let's say that the customer is in a position where maybe not spending the money on the vehicle or that they have options to get into a different vehicle might work out well for them.
I want to do the best thing by the customer for the needs they have. Yes. I'm not just trying. Like oftentimes if they are in a position to get something else, I, if they're doing, you know, if I'm guiding them into what to get next, then I have them for longer. Right?
That's right.
So I need, I need to understand how they use the vehicle. Where they're at, are they buying, are they leasing, are they planning on trading it in in three months? Now oftentimes what we're going to hear this year and probably next year is a customer is going to say, oh, I can't trade it and I'm not in that position.
Yeah, okay, I need to keep it running.
Yeah, okay.
Stuff like that too.
Well now, now we're going to advise.
It's that time.
It's that time to advise.
Right?
Y. Now we have a technique in our advisor training called table of contents. I'm not going to go through that on here on how to present the, the work. Get our advisor training. If you, if you want to learn how to to sell it, but I would say that it's really important to understand the customer's needs and their goals before you advise on the work. Yeah.
Thanks so much for watching this clip of Service Driving 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 answ 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.chris collins inc.com I'm Chris Collins, and I'll see you in the next video.
Sam.
