Page 1 of 2 12 LastLast
Results 1 to 15 of 17
  1. #1

    Join Date
    Mar 2005
    Posts
    273
    Post Thanks / Like
    By Scott Perkin of Scotty`s Shine Shop. London, Ontario Canada.



    Most calls to my detail shop start with this question. My success converting these “feeler” calls into appointments–we’ll call it “batting average”–might be the most important skill I have as a detailing business owner. Here’s three simple tips that have greatly improved my “batting average” over the years.



    1. Speak slowly, clearly, and confidently.

    Believe in yourself and the product/service you are selling. Customers can sense whether or not you are coming across as having their interest at heart. Showing your confidence in your product will reflect in your conversation. Knowing your product or service inside out and being able to communicate what differentiates it from your competition is key. Practice in the mirror selling a potential customer on the key aspects of your company vs. the competition. Have a basic script ready for when you answer the phone and stick to it. For example: “Thank you for calling ABC Detailing, Scott speaking – How can I help you?” Speak slow and clearly. Call your competitors and listen to how they answer their phone with how you as a customer would think of the person you are speaking with. Use the best of what you hear and avoid the mistakes you encounter.



    2. Control the conversation.

    Customers can ramble. You don’t have the time for this, so ask questions that give you control. Here’s two that get the conversation on track:



    1. “What size car”? This reveals how much “real estate” you’re working with: an Expedition is 2.5 times the size of an S2000.

    2. Why are you needing a detail? CRITICAL. No one details a clean car. You want to get to the bottom line as to why they’re paying $200+: pet hair, paint swirls, overspray, waterspots, odor, carpet stains, car for sale, etc. Knowing this information will allow you to more accurately sell your customer what they actually need as opposed to letting them steer the conversation to just acquiring prices about different packages that may or may not address their specific needs. ASK QUESTIONS!



    3. Offer appointment times.

    After the customer gets the information they need, let them know what’s available this week: “we have this afternoon, all of Tuesday, all of Thursday, and Friday morning available.” You’ll often name the exact time/day they were hoping for and they’ll book the appointment…without calling the next competitor on their “call list.” Spending some time in advance will easily increase the amount of sales you will make on the phone.



    Be prepared!

    A great example of these tips working well happened when I had a customer call regarding shampooing the interior of her SUV. She called requesting a price but it wasn’t until after I asked some relevant questions that she admitted that she had spilled a large quantity of chili in her cargo area. Getting that information allowed me to know what I was up against and “sell her” on the quality of our service without just throwing out a price on a job I couldn’t accurately price until I saw it in person. She ended up coming down for an estimate in person and ultimately getting the job done because I asked questions, provided the correct information based on what I was told and quoted her based on what she needed as opposed to just giving a generic price.



    Link to original article: car detailing estimating.
    Robert Keppel

    Applied Colors

    "Profit More"

  2. #2
    Obsessive Compulsive Detailer Jngrbrdman's Avatar
    Join Date
    Mar 2004
    Location
    ...a state of confusion
    Posts
    9,789
    Post Thanks / Like
    Dude, realizing that you are posting this from another site, I still gave you a Like, an Excellent Thread rating, and I blogged that post for these bits of advice. That is absolute GOLD you posted there and I hope everybody gets a chance to read it. This is the kind of thing that should go out in the Autopia Newsletter or something. Awesome awesome awesome advice!!! Jngrbrdman approves of this message.
    ~ ~ www.OCDetails.com ~ ~
    Faster isn`t better. BETTER is better no matter how long it takes.

  3. #3
    CCH Auto Appearance, LLC C. Charles Hahn's Avatar
    Join Date
    Jul 2003
    Location
    Lansing, MI USA
    Posts
    8,783
    Post Thanks / Like
    Customer Service and Sales 101 from Scotty.... perfect fundamentals for business.
    Charlie
    Automotive Appearance Specialist - Serving Greater Lansing, Michigan
    http://www.cchautoappearance.com/

  4. #4

    Join Date
    Dec 2009
    Location
    Montgomery AL
    Posts
    456
    Post Thanks / Like
    There`s actually some very critical points in there. I like the structure of the questions being asked.

    I`ve learned that its really important to ask open ended questions when speaking with a potential client.

    Yes or no questions don`t leave a lot of room for discussion, and asking questions like "Why are you

    needing a detail" will open up the floor for discussions about a multitude of different key selling points.



    Great stuff. Thanks for sharing.
    Donald Fazekas

    Concours Detailing

    Montgomery, Alabama

    Facebook

  5. #5

    Join Date
    Jun 2009
    Posts
    309
    Post Thanks / Like
    I didn`t even think of offering appt. times, but rather waited for the customer to ask first. That was ridiculous on my part. Great post.

  6. #6

    Join Date
    Sep 2009
    Posts
    5,167
    Post Thanks / Like
    well put scotty!

  7. #7

    Join Date
    Oct 2001
    Location
    Arlington, TX
    Posts
    34,077
    Post Thanks / Like
    Whenever I give a price, it is "starting at $$$" but I`ll need to do a full inspection to accurately estimate what the price will be for sure.



    You also need to be able to answer "why are you more expensive" without being overly critical of lower priced detailers.
    www.scottwax.com

    Certified Opti-Coat Pro/Pro 3 installer

  8. #8

    Join Date
    Sep 2009
    Posts
    1,075
    Post Thanks / Like
    Quote Originally Posted by Scottwax
    Whenever I give a price, it is "starting at $$$" but I`ll need to do a full inspection to accurately estimate what the price will be for sure.



    You also need to be able to answer "why are you more expensive" without being overly critical of lower priced detailers.


    I have a professionally designed newsletter that I have printed semi-annually that I can either give to a customer in person or on the phone I can ask if they would like a copy e-mailed to them. I can`t tell you how big of an advantage it is to have those materials in a customer`s hands right then and there before they get a chance to even call another detailer. Another huge issue is being on top of your e-mail. I sold a $300 gift certificate to a guy yesterday for Christmas simply because no one else even responded to his e-mails. Here was his response:



    Thank you.



    Since you have provided the best customer service so far I am definitely going to purchase one from you.



    It is actually for my wife. She has a 2002 Volvo S60 that we purchased used in April 2010. It was detailed before purchase, and could use another detailing.



    It has leather seats, which do have some cracking in them - I don`t expect those to be fixed, but cleaning and conditioning should be possible. Otherwise it is in decent shape.



    I was looking at your Premium Package; I was thinking however she might like to choose different services based on what she feels she needs. She might not want an engine cleaning, for example. Perhaps she could use the gift certificate to combine different services?



    I should probably just get your full price for a Premium Package on a 2002 Volvo /w leather, sunroof etc. and get a gift certificate for that amount.



    Thanks for your prompt replies,



    Peter


    Within an hour of that e-mail he was at the shop buying and all I had to do to earn his business was respond in a timely fashion.

  9. #9
    CCH Auto Appearance, LLC C. Charles Hahn's Avatar
    Join Date
    Jul 2003
    Location
    Lansing, MI USA
    Posts
    8,783
    Post Thanks / Like
    Quote Originally Posted by ShineShop
    I have a professionally designed newsletter that I have printed semi-annually that I can either give to a customer in person or on the phone I can ask if they would like a copy e-mailed to them. I can`t tell you how big of an advantage it is to have those materials in a customer`s hands right then and there before they get a chance to even call another detailer.


    Would you mind sharing a copy of your newsletter, perhaps?



    Another huge issue is being on top of your e-mail. I sold a $300 gift certificate to a guy yesterday for Christmas simply because no one else even responded to his e-mails. Here was his response:







    Within an hour of that e-mail he was at the shop buying and all I had to do to earn his business was respond in a timely fashion.


    Precisely why you`d have to pry the iPhone from my cold, dead fingers.
    Charlie
    Automotive Appearance Specialist - Serving Greater Lansing, Michigan
    http://www.cchautoappearance.com/

  10. #10
    Obsessive Compulsive Detailer Jngrbrdman's Avatar
    Join Date
    Mar 2004
    Location
    ...a state of confusion
    Posts
    9,789
    Post Thanks / Like
    Quote Originally Posted by Shiny Lil Detlr
    Would you mind sharing a copy of your newsletter, perhaps?




    +1 I`d like to start doing something like that too. I send out two emails a year to remind people to get their spring and fall details scheduled, but I`d love to see an example of something that might be even better.
    ~ ~ www.OCDetails.com ~ ~
    Faster isn`t better. BETTER is better no matter how long it takes.

  11. #11
    hamza7's Avatar
    Join Date
    Oct 2011
    Posts
    291
    Post Thanks / Like
    I love this article, I`m a weekend detailer but find this helpful if I am ever able to get out of the family and friends loop. Thing I have so many of them!

  12. #12
    CCH Auto Appearance, LLC C. Charles Hahn's Avatar
    Join Date
    Jul 2003
    Location
    Lansing, MI USA
    Posts
    8,783
    Post Thanks / Like
    Quote Originally Posted by Jngrbrdman
    +1 I`d like to start doing something like that too. I send out two emails a year to remind people to get their spring and fall details scheduled, but I`d love to see an example of something that might be even better.


    Looks like it`s on his website:



    http://shineshop.ca/Shine_Shop_Services.pdf
    Charlie
    Automotive Appearance Specialist - Serving Greater Lansing, Michigan
    http://www.cchautoappearance.com/

  13. #13

    Join Date
    Sep 2009
    Posts
    1,075
    Post Thanks / Like
    Quote Originally Posted by Shiny Lil Detlr
    Looks like it`s on his website:



    http://shineshop.ca/Shine_Shop_Services.pdf


    LOL my website is getting hammered.

  14. #14
    CCH Auto Appearance, LLC C. Charles Hahn's Avatar
    Join Date
    Jul 2003
    Location
    Lansing, MI USA
    Posts
    8,783
    Post Thanks / Like
    Quote Originally Posted by ShineShop
    LOL my website is getting hammered.


    Must be you monitor traffic pretty closely.... that didn`t take long!
    Charlie
    Automotive Appearance Specialist - Serving Greater Lansing, Michigan
    http://www.cchautoappearance.com/

  15. #15

    Join Date
    Sep 2009
    Posts
    1,075
    Post Thanks / Like
    Quote Originally Posted by Shiny Lil Detlr
    Must be you monitor traffic pretty closely.... that didn`t take long!


    I just happened to have my google analytics open at the end of the day.

 

 
Page 1 of 2 12 LastLast

Thread Information

Users Browsing this Thread

There are currently 1 users browsing this thread. (0 members and 1 guests)

Similar Threads

  1. Replies: 16
    Last Post: 08-06-2014, 08:50 PM
  2. Replies: 13
    Last Post: 04-11-2014, 09:10 AM
  3. Replies: 2
    Last Post: 10-04-2011, 03:35 PM
  4. Unusual ""Quick Detail"" this time.
    By Thomas Dekany in forum Click & Brag -The Detailers Showcase
    Replies: 0
    Last Post: 09-26-2009, 02:40 PM
  5. Replies: 3
    Last Post: 04-22-2002, 02:36 PM

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •