- Only mention what’s wrong -- Chris would only to talk about what needed to be repaired on the vehicle. Steve began his presentations by mentioning the positive findings from the courtesy check. Steve’s people felt their vehicle was worth investing in while Chris often heard the following: “I’m getting rid of the car, so why spend the money.” If the buyer feels the value, they will pay the price! They have to value your service and their vehicle.
- Don’t do show and tell -- Steve did a vehicle walk around with everyone, which enabled him to show the worn tires and wiper blades. He experienced less resistance because he and the customer had the evidence in front of them. Chris didn’t have time to go out to the car. Besides, “his customers” didn’t like going back outside.
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