The success of a business hinges on its ability to sell products and services to customers, and keep them coming back. For auto repair shops, the ability to attract customers and establish their loyalty is crucial to securing revenue and growth. However, for many auto mechanics, customer service and sales isn’t always something that comes naturally.
Through a few simple methods, auto mechanics can improve their customer service skills and enhance their ability to sell their services to any prospective customer that walks through the garage doors of the shop.
If you’re considering a career as an auto mechanic, read on to discover five tips for pitching your shop’s services to customers.
1. An Automotive Mechanic Should Make Good Conversation with Customers
It might seem surprising, but engaging in a friendly and honest conversation with a customer is one of the most effective ways to convince someone to do business with your shop. Customers will value the ability of an automotive mechanic to interact with them in a friendly manner, as this can increase their trust in the product or service being offered.
If casual conversation hasn’t always been your strong suit, start by asking the customer what their name is and how they’re doing. Customers will appreciate the gesture, and these efforts will make it easier to establish a dialogue—hopefully leading to an eventual sale.
2. Make an Effort to Understand Their Problem
A customer may be thrown off if they feel that a mechanic isn’t making an attempt to understand the problem they’re having with their vehicle, or the type of service they’re seeking. If a customer feels that they’re being pushed to decide on a product or service without accounting for their specific situation, they may be reluctant to give you their business. In order to ensure that a customer feels heard, it’s important to make an active effort to understand their needs. Ask plenty of questions when a customer describes their problem, even if you’re sure that you have the right solution.
3. Honesty is the Best Policy
When talking to a customer, it can be tempting to embellish the product or service you’re offering in an effort to convince them to make a decision. However, graduates of auto mechanic college should know that the easiest way to jeopardize a sale is to lie. Speaking honestly about what you can do for a customer is the best way to encourage them to trust your repair shop. It might seem counter-productive, but suggesting that a customer see what your competition has to offer can actually help you to secure a deal. When a customer sees that you truly care about solving their problem, they’ll be more likely to return to your shop for business.
4. Show Customers that Your Products Are Better
It can be difficult to convince a customer to choose your product or services over a competitor, especially with the number of auto repair shops out there. You can discourage a customer from going to another competitor by highlighting the reasons that your shop is the right choice. Figure out ways that you can differentiate your services from your competitors, and mention how your services are better in conversation with a customer. The more informed a customer is about the benefits of your auto repair shop, the more likely they are to give you their business.
5. Entice Your Customer with a Deal
When all else fails, almost no one can turn down a good deal. Entice customers by offering them an exclusive deal on the service or product they’re seeking—or throw in a bonus offer such as a free oil change. Customers won’t walk away when savings are on the table, and if you want to encourage customer loyalty in the future, there’s no better way to do it than with a solid deal.
Using these tips for interacting with customers will not only bring your auto repair shop more business, but create a loyal following of customers who rely on the services and products you offer. Try these out the next time a customer walks through the doors of your repair shop.
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