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Increased Cross-Selling Incidents Will Improve Your Shop’s Bottom Line

As miles rack up on your customers’ vehicles, are you getting the most mileage out of your oil change services and maximizing every service occasion? Oil change service is the leading driver of traffic through service bays and represents the greatest opportunity for cross-selling other services, according to new car care research from The NPD Group.

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Mary became editor of Tire Review in April 2019. She joined Babcox Media in 1988 as the senior editor of Brake & Front End. In her 32-year career with Babcox, Mary has contributed across the brand portfolio in a variety of ways, most recently serving as the editor of ImportCar before joining the Tire Review team. Her appointment to Tire Review makes her only the 10th editor of the brand in its 118-year history.

As miles rack up on your customers’ vehicles, are you getting the most mileage out of your oil change services and maximizing every service occasion?  Oil change service is the leading driver of traffic through service bays and represents the greatest opportunity for cross-selling other services, according to new car care research from The NPD Group.

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NPD’s Car Care Track, which monitors DIY and DIFM auto aftermarket consumer purchase behavior, finds that 24% of customers are purchasing tire rotations with their oil change, 17% buy an air filter or cabin air ­filter replacement, 12% of oil change customers purchase a car wash or car detailing and 11% purchase wiper blades or brake service.

“Service providers who are providing just the oil and filter service are missing out on significant revenue opportunities,” said David Portalatin, NPD ­executive director and aftermarket industry analyst.

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Repair shops are getting a higher percentage of brake service and related steering and suspension work, along with a variety of repair/replacement services including fuel system, electrical and engine work.

Car dealers and tire shops are much more effective at cross-selling tire rotation or balancing, according to NPD’s Car Care Track. And, quick lubes are more likely to cross-sell air filter replacements in conjunction with an oil change, but lag behind other service channels in all other categories.

So, what’s the takeaway from the NPD Group:

• Every car that enters your service bay represents a finite opportunity for revenue growth.

• Unperformed maintenance and repairs represent lost sales that may be difficult to capture on a future repair occasion.

• Thorough vehicle inspections provide your customers with complete car care service — and the peace of mind and safety that comes with properly working related vehicle systems.

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