By asking 100% of customers for permission to perform a service inspection, you will raise your average repair order by 20%. It will also prevent you from losing business to your competition because you just didn’t take the time to check out the vehicle.

Service managers have learned that courtesy checks make selling easier and help you stay professional in the customer’s eyes. Courtesy checks also eliminate the customer’s need to come back for additional work. Avoid all excuses as a reason for not offering the courtesy check. Learn to make the customer’s situation a reason for the check, rather than a reason not to perform it. Avoid old beliefs that our industry has created over time. Remember, if you don’t perform the courtesy check, you haven’t even given your customers a chance to purchase your services. Always give the customer a copy of the courtesy check form to take with them.

HANDLING OBJECTIONS: It must be understood that if the customer objects, what he or she is really asking for is more information. The customer is asking you to justify a decision. When the customer objects, he or she is showing interest in your service. When customers don't object, there is little or no interest—something is wrong. 27-Point Inspections are the perfect tool to address customer questions, sell your service products, and build a long-lasting relationship with your customer.