Every auto repair shop has at least one customer Service Advisor(SA), and no one questions the importance of this job because, without this person, customers would be left without guidance about their vehicles and the work that the shop does would be focused on either emergency repairs or routine maintenance for particularly disciplined and aware car owners. The work of the service advisor absolutely drives business, so it’s critical to the well-being of the shop.
The service advisor becomes the first point of contact with the garage and most of the times customer believes SA more than garage credibility.
It’s very difficult to monitor SA and recognize facts and figures in order to provide the Incentives to SA, unless you have quantitated and qualitative measure put in place using the best workshop management system
Selling recommended services that are recognized through inspections and diagnoses are an integral part of the automotive repair sales process. In this part of the sales, cycle presentation can be extremely important. Understanding and communicating the benefits of each recommended service in terms of incentives and consequences will contribute greatly to success in this area.
Services that are add-ons when a specific repair is purchased can contribute to sales volume. These sales items are largely incentive-based and the customer should b informed of what they will gain by making the additional purchase. The customer will make a value judgment and decide whether or not the benefit justifies the cost. So the presentation of the benefits to be recognized is critical to making the sale.
Some mechanical repairs will signal that other repairs are most likely going to be needed. Selling these related repairs is dependent on the customer understanding the reason as well as the benefit of having them done. In addition to the incentives/consequences involved in these services – they usually can be performed at a lower cost if done together with the primary item required because the beginning and end of the repair process won’t have to be performed again. So in these instances, cost savings can be a strong incentive for the customer.
Perks can be a valuable sales tool when used effectively. Offering items such as a free car wash, gift certificate, or vehicle pickup and delivery service for purchasing a certain level of service can incentivize customers to purchase more. As always the benefits of the incentives are what will entice customers to strive for them.
GetAFix is a unique garage management system built with Artificial intelligence help SA during the estimation process to offer Value-added services (VAS), related recommended repairs based the age of the vehicle, combining multiple services as a single package to have more benefits to the customer.
GetAFix allows Management team to define a set of Key Result Area (KRA) and Key Performance Indicators (KPI)
Each additional services offered to customers and performed, GetAFix tracks and provides monthly analytical incentive report to management.