Pub. 8 2018 Issue 2

15 • Did you have a deductible with the extended service agreement? Going forward a disappearing deductible will be a great advantage ! • Is the coverage exclusionary or stated component? Making sure we are comparing apples to apples with our exclusionary contract Your goal is to complete the car deal. The advantage you have is to know what the guest wants. Gain the guests trust on your trade appraisal before you have our expert evaluate it. Ul- timately, you will give the guest a great dollar amount for their trade while setting the stage for your guest to take advantage of a service contract on the vehicle they are buying. 6. Trade Numbers – It’s important to make sure your guest feels confident in your trade dollar appraisal. In present- ing your deal make sure to tell the guest the vehicle is worth more when there was a service contract or envi- ronmental protection on the trade vehicle. Review the information they gave you about the trade which will impact the appraisal or set the stage for financ- ing the next vehicle: • Have you experienced any repairs needed during your ownership? A good reason to protect the next vehicle and es- tablish the total cost of ownership today. Remember: If the guest can receive money back on the unused portion of a service contract make sure to tell them they can roll it back into the next service contract. 7. Service Drive Walk – Remember, your guest needs an expert/trusted advisor they can work with to maintain their vehicle. Having this connection they can rely on through the course of their ownership is money in the bank. It’s an important connection to have especially when they need their vehicle repaired. Otherwise, they can ask a friend where they take their vehicle for main- tenance/repair or take a chance with a competitor like Firestone, Pep Boys, Sears or Wal-Mart. Be committed to conduct a Service Drive walk with all of your guests on both new and used vehicles. You need to know your Service Department and be able to tell their story! Here are the key items you will need to be able to tell your guest, focusing on what’s in it for them: • Hours of operation • How many service bays and technicians your Service Department has • Point out the “Quick Lube Service Bay” - convenience should be part of your presentation • Service Advisor (have a stack of their business cards for when you’re selling a vehicle off hours) • Service Manager name – Your guest may ask to know this person’s name for their reference • Loaner cars? How does the process work to get a loaner car? Who can get one? How far in advance do they need to set an appointment? • Phone number to your Service Department • Show your guest where your parts department is located • Point out the Service Department will also wash their car during regular service visits. • Set that first oil change visit with a paper confirmation card – so they have something in their hand after your service visit! By following these steps to becoming a trusted advisor, your guests will leave your dealership with a connection they can use in the future and to provide to others they know. The experience will be the ultimate buying experience and one they will remember!  About the Author: Mark Ekhoff serves as VP of Business Development for Automotive Development Group. Email him at mekhoff@adgtoday.com or visit www.automotivedevelopmentgroup.com For more information, please contact Francis Fagan with Automotive Development Group at 312-608-4979 or ffagan@adgtoday.com. Francis is the Regional Training Director for Illinois and Indiana. At Automotive Development Group we put the emphasis on training. Visit our website for our training calendar and to meet our nationally renowned trainers. www.AutomotiveDevelopmentGroup.com DON BROWN Advertising Sales 813. 423.1429 DBrown@brighthouse. com WORDS.