Get your fixed operations department on your side during the sales process as well. I always had a canned line I would use when I walked my customers through the service department. Worked every time. It went something like this; “This is our service advisor Bob Jones. Make sure you come and see him if you have any questions or service concerns.” Actually at this point, turn your customer over to them. It is the perfect time to help drive business to the service department by encouraging the customer to set up their first service appointment.
The service department has services to sell the same as you do. After they are done selling and making sure the customer remembers to see them when they come in, take control and start to walk your customer out of service. But, just before you leave turn around and say, “Oh Bob, I almost forgot. Did you get my customer’s brakes taken care of?” Train him to reply every time, “Absolutely. Had it finished early this morning, and Mrs. Smith will be in to pick it up and drop off our rental later this afternoon.” Your response: “Great Bob. Thanks again, you always take care of me.”
This conversation will put your customers at ease every time. It adds validity and security to their transaction. Always when you introduce your customers to anyone in the dealership, introduce them as someone who is buying a car, not someone who is “possibly” or “might be” buying a car.
I always found it wildly amusing, as I do most things, the way service and sales have a combative relationship. They should be natural allies. Don’t let this sales opportunity slip by you, especially in special finance. The customers are there, and the support from your co-workers is there. Utilize it and sell more cars.
Vol 2, Issue 7