How do you navigate car part pricing and availability? It’s not as complicated as you may think! In fact, it’s actually quite easy!
Here are a few scenarios to ease the stress.
After you do research and determine exactly what the customer needs for a part, it’s time to make it all about availability and NOT about price. A lot of people may not even ask about the price, so you’re going to go right into availability. Its status only has 2 options: you’re either going to have that part available, or it’s not going to be available.
Scenario 1: If the Automotive Part is Unavailable
Let them know! There’s no harm in being honest, so let them know their part is not in stock.
Saying, “Unfortunately, that part is not in stock at the moment, but I can have one available for you in however many days,” is a great way to do this.
Next, you will let them know when it may be available and how long it will take.
For this, you will say, “I can place your order right now! Would you like to pay with a visa or MasterCard?” Notice that there isn’t an open-ended question at the end. On the contrary, there is an A or B choice.
It’s time to get the customer’s information and ask how they want to be contacted. Is it better to reach them by phone, email, or text when the part arrives? There’s only one way to find out! ASK THEM!
Now, you’re going to get the customer’s information and follow up by asking how they would like to be contacted when the part arrives, and you’re going to write down the contact method of choice.
After every interaction, you’re going to ask if the customer needs anything else by saying, “Is there anything else I can help you with today?” and close the call by thanking them for their business and saying, “We’ll be in touch when your part arrives.”
Scenario 2: If the Part is Available
Following the same steps as before, you will say, “Great news! Your part is in stock!” but remember, do NOT offer pricing unless the customer asks.
Instead, you’re going to say, “Would you like to schedule a time when you can have the part installed, or are you going to install it yourself?” It’s going to be one of those two things.
Now, if WE’RE going to install the part, say, “I have to transfer you to service to schedule a time to have your part installed, but before I do, is there anything else I can help you with?” followed by “One moment please while I transfer your call to service.”
If the CUSTOMER is going to install it, you can say, “Would you like us to ship the part, or would you rather come to pick it up?” and let them decide which would be best for their schedule.
If the customer wants us to ship the part, you ask, “May I please have your full name and address where we’ll be shipping your part? Would you like to pay for that with a visa or MasterCard?” and get their information.
Tell your customer, “I’ll go ahead and send you an email with all the shipping information. Should I send that to your home or work email address?”
Then, thank the customer for their business and tell them to call if they require any further assistance when installing the part. They’ll appreciate the repeated offers for help.
If the customer picks up their part, ask them, “Would you pick it up today or tomorrow?” Make a definite appointment for them for when they can come in and pick that part up. Tell them you will put that part aside with their name on it. Then, once again, thank the customer for their business and tell them you look forward to meeting with them on the day and time when they’re scheduled to come in.
And just like that, you’ve mastered a new skill to add to your repertoire!
