IN-SERVICE FOLLOW-UP AND UPDATE BEST PRACTICES

• Conducted on

  Date

• Prepared by

• Franchisee

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• Market

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• Location
  Address

IN-SERVICE FOLLOW-UP AND UPDATE BEST PRACTICES

• Perform a Complimentary Inspection on every vehicle at every visit to advise Customer of ethically-needed Service and Maintenance items

• Yes

  No

  N/A

• Use props or other visuals whenever possible to explain Service and Maintenance items

• Yes

  No

  N/A

• Always contact Customers using their preferred method of contact prior to the promised time before the Customer contacts you

• Yes

  No

  N/A

• If necessary, write a script or list of bullet points to help when contacting Customers by phone

• Yes

  No

  N/A

• Avoid using jargon and acronyms that the Customer may not understand

• Yes

  No

  N/A

• Use the Technician’s name whenever reporting technical findings

• Yes

  No

  N/A

• Develop accurate price quote for additional work with complete job pricing including Sales Tax

• Yes

  No

  N/A

• Always discuss the results of the completed MPI with the Customer and provide them with a copy

• Yes

  No

  N/A

• Always start with the Customer’s Primary Concern before discussing additional items

• Yes

  No

  N/A

• Provide Customers with options, such as, prioritizing service and repairs based on their budget and safety

• Yes

  No

  N/A

• Use the Related, Immediate, Maintenance (RIM) format when discussing options

• Yes

  No

  N/A

• Get Customer’s authorization for additional work before proceeding

• Yes

  No

  N/A

• Document the sale and Customer’s authorization on the repair order

• Yes

  No

  N/A

• Store Manager

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• Franchise Support Manager

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