Mike Melton calls a tire shop and critiques how Adam handles a customer inquiry. The shop quotes 4.99 out the door for four tires, but misses the customer's name and leads with price instead of asking questions. Mike then models a better approach: skip the price talk first, build trust, and ask for the appointment.
"4.99 out the door" (includes taxes)
All right, we're gonna call tire shop, see exactly how good they do. Will they get my name? Names are very important. A lot of y' all don't think it is, but it is.
Adam.
Hey, Adam. I'm looking to just pry some tires.
All right, what size you get?
God, you didn't get my name? It's a 205. 55 16.
So most of you guys are just order takers? No. No particular brand. Y' all need a headset? Work at McDonald's?
You just looking for something? Entry level, middle of the road.
You know, just whatever the cheapest is, I guess. Look, he still hasn't got my name. We're 37 seconds in. Come on. Not how you heard about us. These guys don't even know how I caught him, how I found them, nothing.
How many you look for?
Looking for four. Like I said, most of you guys are the counter order takers.
Would run you like 4.99 out the door. That'd be taxes and everything.
4.99?
Yes, sir.
All right, that's. That's good. All right. Yeah, I'm just calling around, checking prices.
All right.
That's it. That's. That's. That's how you handle it, brother.
Yes, sir.
All right. Let me give you something better. Are you. Mind if I train you a little bit?
Yeah. What you got?
All right, so this is what I want you to say. You know, you always want to agree with the customer. Say, I totally understand. Know if another shop beats by price, it's because they're cutting corners on somewhere. Is it going to be the warranty, the quality, or the install? Where are they cutting corners at? You know, if price was the only thing that matter, you would have already hung up already. You know, you call me because you want it done the right way, and you've heard that we do it the right way. That's why you're calling. That's why you haven't hung up yet. So let me make it easy. I'm the safest, the fastest, most honest option you're going to call today. So every other shop is just going to give you a number. So if you're just basing it off price, anybody can just give you a price. We're here to give you not only the price, the quality service. Because at the end of the day, that's what matters. So let's go ahead and knock this out today while you already focus on it. What time would you like to come in today? You see, I'm saying this is just different way to do it. Not just. Yeah, all right, cool. So I just want to help you out a little bit, brother.
Yes, sir.
All right. Thank you.
No problem.
Bye.
