Why It Matters
Every hour, millions of dollars in needed repairs walk right out your service drive because customers didn’t accept the recommendation. It’s not because they didn’t need the work. It’s because we didn’t connect with them well enough to earn the green light. Fix that, and you don’t just sell more—you serve better.
1. Start With Their Goals, Not Yours
Don’t push repairs—uncover intentions. Ask:
“How long are you planning to keep this vehicle?”
“What are your long-term goals for this car? Daily driver or road trip warrior?”
When you align recommendations with their purpose (safety, reliability, resale value), the customer feels like you’re advising, not selling.
2. The Power of a Real MPI
MPIs aren’t a checkbox—they’re your credibility engine. Done thoroughly and communicated clearly, they create a moment of truth:
“Here’s what we found today. This gives you a full picture of where your vehicle stands, so you can make informed decisions, not surprises later.”
Set this expectation up front. Then walk the customer through the findings in-person or by video. Visual = believable.
3. Use Assumptive Language
The way you say it matters. Frame the recommendation as the next logical step:
Instead of: “Do you want to replace the brake pads?”
Say: “These are worn to spec, and replacing them now avoids rotor damage. We recommend taking care of that today.”
Assume the customer wants safety. You’re not pushing—you’re guiding.
4. Build Trust Before You Pitch
People buy from people they trust. Take time to:
- Remember returning customers
- Reference previous service history
- Use their name throughout the interaction
- Acknowledge any concerns they voice
“Last time we talked about staying ahead of maintenance—this ties into that plan.”
When customers feel remembered, they respond better.
5. Give Value First
Free alignment check. Tire pressure reset. Battery test. These aren’t giveaways—they’re positioning tools.
“We went ahead and checked your battery while it was in—that came back good. But we did see some wear on the serpentine belt. Let’s review that.”
It sets the tone: we’re looking out for them.
6. Reinforce the Smart Decision
When the customer says yes, seal the moment:
“Smart call—you just saved yourself future downtime and bigger expense. Great move.”
This turns a transaction into affirmation. That builds loyalty.
Final Thought: Recommendations Aren’t a Sales Pitch—They’re a Service
The most effective advisors aren’t pushy—they’re persuasive because they connect. They ask, listen, explain, and guide. Implement these techniques, and you’ll see more customers say yes with confidence.
Ready to Sharpen Your Sales Skills?
Join our weekly Zoom coaching sessions to role-play real-world scenarios and get live feedback. Or schedule a free consult to build a service sales process that actually sticks.