Issue link: https://resources.automotivemastermind.com/i/1344994
4 Be smart in your approach. Use all available tools, technologies and data points to reach out to the right customers at the right time. If you talk to a customer early in their ownership, your conversation should be related to their ownership experience, not necessarily about trading in. As the customer matures, they will be more open to a sales-related discussion. ELIMINATE POTENTIAL ROADBLOCKS & MAKE IT AS EASY AS POSSIBLE FOR CUSTOMERS NEEDING SERVICE: • Vehicle pick-up and delivery • Service loaner delivery • FaceTime with customer • E-Signatures In the end, committing to improving your service-to-sales process now is ultimately an investment in both the immediate and long- term future of your dealership. CALL & EMAIL TEMPLATES CALL/LEAVING MESSAGE FOR CLIENT OUT OF WARRANTY: "This message is for [Customer]. [Customer] this is "[Employee] the [Title] with [Dealership]. I noticed you were coming in for service in a couple of days, so I was reviewing your account and it appears that you are nearing the end of your current warranty. Please call me back as soon as you can, as I have a plan that will save you some money and help avoid any additional expenses. Once again, this is [Employee] with [Dealership] and you can reach me directly at [Number]." • Finally, print a copy of the offer for the customer when she arrives or email it to her ahead of time. • Recommendation: Show the customer the offer on a tablet. CLIENT OUT OF WARRANTY: "Did I catch you at a good time? The reason for my call, and it's primarily a courtesy call, is based upon the most recent service records we have for your vehicle, it looks like you are trending to be out of your original manufacturer warranty at this time. Obviously, we want to help you avoid any future financial headaches, so I wanted to see what day this week would be good for you to stop by and look at a few different options to see how we can keep you under coverage, whether it's looking at additional warranty for your vehicle, or looking at a new vehicle with fresh warranty. What day this week works best for you?" automotiveMastermind, *Based on behavior of consumers who returned to market over a 120-day window Customers who serviced with the dealer were just over their subsequent vehicle from the same retailer.