Service Advisor Sales Tip: 'How Long Will It Take?' -

Service Advisor Sales Tip: ‘How Long Will It Take?’

When a customer shows up at 10:00 a.m. and asks "How long will it take for an oil change?" what most service advisors will do is answer with a specific time estimate. The superstar service advisors know better, so they'll ask the customer, "How soon do you need it?"

When a customer shows up at 10:00 a.m. and asks “How long will it take for an oil change?” what most service advisors will do is answer with a specific time estimate. The superstar service advisors know better, so they’ll ask the customer, “How soon do you need it?” They know that if they were to answer the question by saying “It’ll only take 45 minutes,” they would then be expected to complete the service within that period of time. On the other hand, if they ask the customer how soon they need to have it done, the customer may very well respond with something like “I just need to have it by noon.” At this point the service advisor can simply say “That won’t be a problem at all,” and they now have two hours to complete the service, rather than just forty-five minutes.

Best of all, if you are able to call that customer an hour early to tell him the oil change is complete, you’ve just exceeded that customer’s expectations by under promising and over delivering.

For the last 20 years, Bob Cooper has been the president of Elite Worldwide, Inc. (www.EliteWorldwideStore.com), offering shop owners sales, marketing and employee management audio training courses available for instant download. The company also offers coaching and service advisor training services. You can contact Cooper at [email protected], or by calling (800) 204-3548.

You May Also Like

Why ECU Reflashing Needs Certain Power Levels

A reflash power supply is not designed to jumpstart the vehicle.

What is the difference between a power supply and a battery charger? The answer is a lot. A battery charger is designed to change the state of charge of the battery by applying current. A power supply applies a current to the vehicle’s electrical system and keeps the voltage level consistent, no matter the loads on the system.

Key Programming Challenges And Opportunities

For most vehicles today, it’s not so much about programming a new key to the car, but programming the car to the key.

A hand holding a key fob next to a transponder.
Cabin Air Filters Play Important Role In Any Season

Don’t overlook the importance of the cabin air filter in your customers’ vehicles, regardless of the weather.

Take the ShopOwner Brake Pad Profile Survey

By entering, you’ll have a chance to win a $200 gift card or one of 10 $50 gift cards!

How To Sell Service, Not Price

How do you explain to customers why your recommendations are not based on being the low-price provider?

Other Posts

Fine-Tuning Your Wheel Balancing Process

The first step to a smooth ride and well-balanced tire has nothing to do with the balancer.

The Hidden Dangers of Inflation

You could be going backward if you’re not increasing sales fast enough.

Laying Out Your Shop for ADAS/EV Repairs

Rethinking your electronics layout might be in order.

Understanding And Servicing Subaru’s EyeSight System

The driver assistance system utilizes cameras mounted inside the car on the upper edge of the windshield.