Customers don’t always want to bring their car into the dealership to be serviced, but that doesn’t mean you can’t convince them. The task may seem daunting initially, but with our pointers, you’ll be a professional objection handler in no time!
Let’s face it: the customer isn’t always right, but you have to help them come to that realization on their terms by guiding them in the right direction. The villain in the objection world is a customer asking how much something will cost. While you can’t change the question they ask, you can change the response you give.
As always, our guide will make your service appointments easy as pie! Here are 4 tips for handling auto service objections.
1. Give Customers a Good Reason
Is the fix something simple? Think of something your dealership advertises, like a tire rotation or an oil change. You can tell the customer the price of this over the phone. Remember, information over the phone is received based on how you present it. Your voice is your secret weapon!
When you communicate the price of the specific service, say it with confidence! If your client needs an oil change, give them a reason to get the service done now! This is the best way to pique their interest. Instead of saying, “You need an oil change,” which is boring and unoriginal, say, “It’s ON SALE for $45.95!” or you can even say, “It’s ONLY $45.95!”
Now that you have the customer’s attention? Go for that appointment! And don’t be afraid to ask immediately after!
2. Explain the “Why”
If it’s a bigger job that might entail diagnostic work, you don’t want to go into that detail over the phone. It’s best to get the customer into the dealership before giving out too much information. Explain that you’d be able to provide the most relevant price if you have all the information in front of you.
Begin by explaining, “The best thing for you to do is bring your vehicle into the dealership. Let’s look at it and get the complete picture of what the issue is because there’s a good chance we can save you some money. We’ll give you an exact estimate of how much it’ll cost to fix your vehicle”. Always follow up with, “Now, when are you more available to bring the vehicle in? Today or tomorrow?” for optimal results! This is a great way to get your point across without coming off too strong!
Many customers won’t let you off the hook that easily and will have another excuse to object to your offer. But that’s okay because you’re prepared!
3. Offer Alternate Transportation
One objection we often hear is if a customer requests an alternate form of transportation because their vehicle will be worked on for an extended period of time. Does the customer ask for a loaner car? Do you have one? If the answer is yes, tell them! If you don’t, let them know you have a shuttle service for their situation and that you’ll provide them with a ride.
Tell them about your dealership’s agreement with a rental car company. Explain how it works and how it’s of use to them. If your dealership doesn’t have one? Obtaining one may be the best next step.
The main goal is to get the car looked at while also helping the customer. Showing them that you’re willing to work for them doesn’t hurt. You’re doing exactly that by going the extra mile to ensure their comfort!
4. Ask for the Appointment
Don’t make the customer guess if your dealership is the best option. Tell them why it’s the only option! Tell the client about your dealership’s process, give them a value add, etc. Anything that makes your dealership stand out. Explain why they should pay a little more to ensure that the job gets done right the first time.
As always, the key is to follow up on every objection by asking for an appointment! The answer you’re looking for may not come on the first try, but there’s no harm in being persistent. It may even take 3-4 attempts, but don’t give up! Before you know it, booking service appointments will be your new superpower!
Need additional help getting more appointments booked? Reach out to our experts at Phone Ninjas. Through 1:1 coaching we can increase your appointment set AND show rates by more than 60%!
