Selling Service

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Selling Service

• by dave koshollek

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J.D. Power and Associates

• 2007 Survey of 8800-New Buyers
• Service
• Good Rating
• 90 Most Recent Service was Right 1st Time
• 75 Techs courteous, knowledgeable honest
• 75 Liked Hours of Availability
• Needing Attention
• 37 Problem Not Fixed
• 24 Couldnt Find Problem
• 22 Caused New Problem

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What Customers Like

• Personable Attention
• Accurate Assessment of Needs
• Fixed Right the First Time
• Extra Services
• Provide Value
• Save Time
• Make it Easy

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What We Like

• Make More Money
• In Service by Selling
• More Time
• More Parts

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Survey Problems Possible Solutions

• Problem Not Fixed
• Verify symptoms 1st
• Verify problem fixed before delivery
• Document all of this on RO
• Couldnt Find Problem
• Verify symptoms
• Use All Your Resources
• Shop Huddle Factory Support Network of Peers
• Caused New Problem
• Accurate Walk-Around Check-In Signature
• Manage Shop by Walking Around

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Delivering What Customers Like

• Personal Attention
• Remember use their name
• Pre-service reminder call
• Review service history prior to arrival
• Check for outstanding safety recalls
• Accurate Assessment of Needs
• Walk-around inspection
• Leaks
• Lights
• Wear patterns
• Fluids
• Miss-adjustments
• Damages
• RO
• List symptoms not diagnosis
• Customer says descriptions

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Delivering What Customers Like

• Fixed Right the First Time
• Experienced Knowledgeable Staff make it more
  often
• In-store systems ensure consistency
• Extra Services
• Provide Value
• Wash Wipe
• Tank fill
• Rewards points
• Save Time
• Pick-up Delivery service
• Routine service while they wait
• Make it Easy
• Weekend drop off
• Email service reminder
• Website scheduling

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What We Like

• Greater Service Profits
• Sell more time
• Sell more parts
• Get more customers
• How?
• Improve proficiency
• Sell more accessories
• Increase customer base

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Getting New Customers

• Service Tour for New Customers
• Facility organized neat
• Staff portrays professional image
• Communicate what makes you the best
• Experienced trained techs
• Equipment investment
• Vehicle protection (Tank fender covers, gloves,
  etc.)
• Extra services - Personal Touch
• Specialization / Differentiation
• Cast the net for new customers
• Ads
• Service Seminars
• Coupons

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Selling More Accessories

• KISSM - Keeping It Simple Sells More
• Pick the low-hanging fruit first
• Smart Displays
• Suggestion-Selling Techniques
• SELLING?

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Smart Displays

• FREE INSTALLS display
• Accy. that dont impact daily schedule
• Covers, medallions, seats, dipsticks, tire valve
  caps, mirrors, caliper inserts, air cleaner
  covers, hand lever inserts fuel tank caps
• Tire RRs
• Chrome axle covers or chain guards
• Focus Products display
• Summer - Easy installs
• Pegs, footboards, master cylinder covers, hand
  levers, engine covers, performance mufflers
• Winter - Major Installs
• Rebuilds, performance work, winter storage

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Smart Displays

• Inspirational
• To spark interest questions
• Interactive
• Electronic accy.
• Educational
• Dyno charts
• Dealership Show Books
• Customized bikes

• Stock Perf. Graph
• HP TQ increase
• Components
• Price info

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Selling More Accessories

• Suggestion-Selling
• The 5 10 Plan
• 5-minute Needs Check-in
• 10-minute Wants Consultation

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5-Minute Needs Check-in

• When?
• Service capacity full
• Service counter busy
• Customer in a rush
• What?
• 5-minute walk-around to determine needs
• Rely on smart displays to inspire sales that
  dont upset your daily schedule

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10-Minute Wants Consultation

• When
• Service capacity is open
• Counter is slow
• Customer is willing
• Customer willingness
• Verbal clues
• Customer asksHow good is that Vance Hines
  exhaust? or Can I get a black sissy bar for my
  bike?
• Non-verbal clues
• Took jacket off
• Paying close attention to what SW is saying
• Has a beverage in hand

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Visual Clues to Wants

• Accessories for Looks
• Chrome, blackout, mono color, lowered, drag, wide
  tire, billet, lighting
• Accessories for Touring
• Handlebars, throttle controls, seat, backrests,
  floorboards, saddlebags, highway pegs
• Accessories for Function
• Luggage, lights, audio or communication systems
• Accessories for Performance
• Performance exhaust, air cleaners, heads, nitrous

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Visual Clues?
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Visual Clues?
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Visual Clues?
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Visual Clues?
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Suggestion Selling

• Identify a direction - make a suggestion
• I see you have some billet covers on your bike
  very cool. Have you thought about billet
  handlebar controls to complete the look?
• I see you installed saddlebags on your bike. Do
  you do a lot of longer trips? Have you thought
  about a backrest and soft luggage to increase the
  gear you can carry?
• I see you installed a performance exhaust on
  your bike. Great idea. Are you 100 satisfied
  with the power and sound, or would you like more?

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Service Consultations

• Comfortable
• Casual
• Convenient
• To enable uninterrupted conversation

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Sell Control the Time You Can

• Control Your Daily Schedule
• Greatest amount of control service has
• Determine available hours for each day
• Service dept. hours of operation
• Number of technicians
• Hours each tech can work
• Apply OC (Out of Control) Allowance
• Work carry-overs
• Broke down travelers
• VIP service
• Walk-ins

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Example Available Hours to Sell

• A Weekday at Perfect World Powersports
• Scheduling 1-2 weeks out
• Service open 900 AM 600 PM 9-hours
• Techs work 8.0-hours day
• 9.0 less lunch breaks (1.0) 8.0
• 3-techs at work 24.0
• Less excused tech absence (4-hours off) 20.0
• Less OC Allowance (20) 16-Hours to sell

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Controlling Your Time

• Appointment Scheduling
• Customers Name
• Every phone number with area code
• Year Model of M/C, (VIN if possible)
• In before? Already in your DMS?
• When Made Date you made appointment
• At Time Agreed to drop off time (Day Time)
• Maintain the Schedule
• Reminder call day before
• Review revise daily

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You Cant Please Them All
Some too set in their ways
Some too cool to listen
Some arent paying attention
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Re-Cap

• Keep Doing What Your Customers Like
• Try New Ways to Attract New Customers
• Sell Control All the Time You Can
• Sell More Accessories More Often
• Employ KISSM to Sell More W/O Working More

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If Someone Says Different Cant Be Done

• You Know Its

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Thank You!