Q Chapter 31 Notes (46 pts) 1. The ability of the shop to consistently sell additional _____________ ______________ to increase overall sales per transaction is a major factor in achieving and maintaining shop efficiency and profitability. 2. Selling additional service per customer and increasing _______________ ____________ per vehicle is an essential skill that your shop must develop and consistently practice. 3. The way that the sales transaction is handled during the customers visit will make the difference between ________________ and ________________. 4. You need to have the ability to identify and sell additional needed service and repairs at every _____________________. 5. Selling service begins on the __________________ __________________ as the service advisor greets the customer when they first arrive. 6. A part of your success is based on your ____________________ attitude and ____________ ___________________ skills. 7. You also need to maximize the __________________ _________________ on the opportunity that the customer has provided you. 8. A __________________ __________________ is a preliminary idea of what the expected service costs will be prior to beginning repairs. 9. An __________________ ____________________ can be the key to obtaining or losing customer approvals to perform service work. 10. Sometimes you will be able to give an estimate when it is clearly defined but other times it is unknown how much the repair will be until further diagnosis. In this case, the best initial estimate will be to project the time and materials needed to evaluate the situation which would be known as __________________ ____________________. 11. Customers need to be made aware that they will be charged for __________________ even if they chose not to have the repair completed. 12. The customer must also be made aware that these _______________ _______________ are in addition to the repair that will be performed. 13. It is important to provide a thorough and _________________ _________________. 14. You don’t want to provide an estimate that is too low but you also don’t want to __________________. 15. When greeting a customer on the service drive the advisor can be an _____________ taker or can be a service _____________________. 16. The ______________ ________________ is one of the most effective methods for moving from the position of order-taker to that of service consultant and salesperson. 17. One of the simplest and most effective opportunities to up-sell needed service to every customer is the reminder of pending or overdue __________________ ___________________. 18. Failure of regularly scheduled maintenance by the manufacturer could _____________ the warranty. 19. It is the customer’s expectation that the service advisor is their ______________ ____________ expert. 20. Recommending preventative maintenance is one of the easiest items to ________-______. 21. __________________ ______________ is another cause for failure to recommend the full package of maintenance services. 22. Customers expect their service advisor to ________________ and _______________ advise them of needed services. 23. Another reason for consistently recommending preventative maintenance is __________ _______________. 24. The service advisor can contribute to the ______________ _____________ through his efforts working with every customer. 25. A valuable tool to help service personnel to accurately and completely provide estimates quickly is a comprehensive ______________ _______________ _______________. 26. This helps to provide a _____________ ______________ for the service salesperson . 27. A preventative maintenance menu is a list of common __________, _____________ and _______________ repairs. 28. It is also a source to save _____________ and improve _______________. 29. There is no need to develop an new estimate every time a repair is needed and the only additional work this is required is __________________ updating as labor or parts prices change. 30. What are the two benefits that the comprehensive pricing does? (2pts) 1. 2. 31. Service advisors are not the only ones who should be involved in the selling process. The _______________ _________________ should always be looking for opportunities. 32. Two methods that can help are the consistent use of a ______________ inspection along with a ________________ ________________ inspection. 33. In order to make a safety inspection work it should be marketed as a ___________ customer service as a way of showing that you care and provide them additional peace of mind. 34. Technicians have worked to develop their ability to spot a problem ______________ and __________________. 35. Technicians need to become more aware of items that are not directly related to the work that they have been assigned to do but it requires a shift in ___________ for most technicians. 36. Technicians need to see themselves as a part of the _____________________ sales team. 37. To encourage your technicians to become part of an overall team effort to sell additional service you might need to provide short-term ____________________. 38. A common way to attract more customer or create a reason for your current customers to stop in a little more often is to promote services as ________________ ___________________. 39. Using price leaders is only a good decision if you can consistently generate enough ________________ sales as a result of this promotion. 40. Some tend to go _____________________ when up-selling services. 41. You need to sell only needed services and focus first on the customer’s ___________ _____________. 42. Customers are _______________ when it comes to automotive service. 43. The best protection from accusations of unethical practices is to be sure that the repairs and services that you recommend are based on sound _______________ practices. 44. The customers primary concern should always be ____________ before addressing any additional __________________ or _________________ items. 45. Failure to address this issue is, to the customer, is a total ______________ on your part to provide _______________ service.