This is a transcript of a YouTube discussion led by Chris Collins about why service advisors perceive customer objections and how to reduce them. The speakers argue that most objections arise from advisors talking too much (causing customers to distrust or become confused), from poor timing (telling customers about needed work only at pickup), and from wishy-washy delivery that fails to state clear recommendations. Practical recommendations include delivering recommendations earlier in the day, offering proactive solutions (e.g., transportation options), and being direct and truthful to reduce confusion and increase acceptance of add-on work.
Chapters
So I, I do feel like most of the time the reason why they're in a situation where they feel like they're overcoming objections is because they've talked so much and said so much, the customer doesn't believe them and just wants.
To get out of there. Yeah. Or they're just confused.
It's their car. They need brakes, like.
Right.
Does that make sense?
Yeah.
Um, the other, the other one is timing. So a lot of times when I look and call customers on declined work, like work that was declined, most of the time they didn't understand it or they were told at the end of the day. So it isn't. We perceive that we're losing a lot of work over objections or inability to overcome objections. But we're really, we're really losing the work because they show up to pick up the vehicle and we tell them they need the work.
Yeah. And they need their car to go home or to go to school and pick up their kids or whatever.
I mean, just think about the last time I took my car in for. I had a check engine light on. And what happens?
Well, they sent you a video on the wrong car.
And it needed a lot of work.
It really did.
Yeah. But it wasn't my car. I could see in the video that that wasn't my car.
That's so great that that happened.
But just think about that for a second. Like, it's so disorganized. Like, we perceive that it's about overcoming objections, but it's really just about delivering it in a way that, that is timely.
Right.
It dramatically increases your chances of adding on work to the repair order the earlier in the day you do it.
Yeah. So. So I think that what you're saying is that you have to.
Proactively eliminate objections. So if I was calling you at 10:00am and I knew that the car wasn't going to be done until tomorrow, I might have a couple of options for you for what you could do with substitute transportation and stuff like that. But you have to, you have to have a lot of control over everything. The other thing I wrote down is. Is Wishy Washy Walter, like that advisor. That's.
I love that name.
But. But a lot of you probably seen this, is that it's that advisor that like they are worried about breaking the bad news to the customer. So they do this like you need this if you want and maybe you should, but you don't have to. And like they keep dancing back and forth on whether or not a customer really needs the thing that they're talking about. And it's either because they don't believe it themselves or they're not confident enough to give the information to the customer. But it goes right back to if you're talking too much, you're not selling as much. But say what you mean and mean what you say is if, if you don't want to have a bunch of objections, tell the truth. And tell it in a really distinct, you know, succinct matter where there's no confusion. Because I think that the reason that customers say no to work on their cars is confusion in most cases or they don't like or trust you. But confusion is one thing that'll make somebody say no then, and they don't tell you, I'm saying no because I'm confused. Because they just want to leave because they don't feel comfortable. So if it's on the paper and the and it needs to be done, you have to say that. And don't, don't impart your own belief on a job just because you can or can't afford it.
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 answer on the show, call 8333 Ask SDR and we'll answer your question on the show. That's 83 Ask SDR. For special deals on our books and training, head over to offers.chris collinsinc.com now it's offers.chris collins inc.com I'm Chris Collins and I'll see you in the next video.
