Every sales manager knows the power of the “T/O.” It’s one of the oldest and most effective tools in the car business. When a deal stalls, you bring in a fresh voice: a second opinion that often gets the job done. So here’s the question: why don’t we use the same approach in the service department?
We absolutely should. And when done right, it works.
I’ve helped dealers across the country implement this simple shift in process, and some have added tens of thousands in monthly gross. One store added $49,000 in parts and labor in 30 days using service T/Os. That’s not theory, that’s execution.
Step 1: Build a Real T/O Log (and Actually Use It)
Start tracking:
- Advisor name
- RO number
- Type of service recommended
- Parts and labor value of declined work
- Whether a manager T/O happened
- Outcome: sold, deferred, or declined
This log is your heat map. You’ll spot:
- Which advisors need coaching
- Which job types stall most
- Which managers are closing deals
Step 2: Set Up a Simple Tracking Flow
Create a low-tech, high-impact system:
- T/O basket for ROs needing a second look
- Text or flag system to alert managers when a customer is on-site
- Callback protocol for follow-ups, even a day later
The goal: never let a “no” go untouched.
Step 3: Deliver a Soft, Strategic T/O Conversation
This isn’t a hard close. It’s a reset.
Manager approach:
- Ask how their visit has been
- Reference the advisor’s notes
- Highlight key benefits: warranty protection, financing, priority scheduling
Reframe the value. Rebuild the trust. One calm, confident conversation can flip the decision.
Step 4: Explain Service Priorities with Transparency
Don’t make the customer guess. Use a clear, tiered approach:
- Red = Immediate need (safety, breakdown risk)
- Yellow = Soon (wearing, overdue, affecting performance)
- Green = Good (monitor only)
Clarity builds credibility. Customers buy when they believe you’re being honest, not pushing.
Step 5: Turn Every T/O into a Training Opportunity
T/O conversations expose real-time insight into:
- Estimate quality
- MPI consistency
- Advisor word-tracks
- Customer objections
Use these to:
- Praise great execution
- Coach weak points
- Clarify process breakdowns
The ripple effect of this process touches everything: closing ratios, customer trust, and team development.
Your Next Step: Try It for 30 Days
Don’t theorize. Test it. Track it. Train it.
Start logging, running T/Os daily, and reviewing results weekly. You’ll quickly see where the sales are hiding in plain sight.
I challenge you to implement a T/O strategy this month and send me your results. Let’s build on your wins.
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