For many of us, the need’s presentation to the customer (sometimes referred to as “sales pitch”) is the most uncomfortable part of the entire process. Yet, professional sales people know that confidence is a very important element in a successful presentation. If you have trouble saying what needs to be said to your customers, remind yourself of the following:

• It’s not your fault the vehicle is broken. The customer owns the vehicle and the customer, not you, has caused the vehicle to require the recommended repairs.

• The customer knows there’s a problem. She brought you the car and asked you to inspect the vehicle and report on your findings.

• What you are suggesting to the customer is worth the cost. In fact, you have already provided value to the customer by professionally identifying a list of repair and service needs that, when acted upon, will result in safer, smoother, and more economic operation of the vehicle.

• When you call the customer, you will be offering to provide additional value by solving a problem. Since there is no doubt in your mind that the customer will be better off by saying "yes" to your recommendations, offer them with confidence and professionalism.
  
   

  YOU ARE PROVIDING A VALUABLE SERVICE

  FOR WHICH CUSTOMERS EXPECT TO PAY.

  OFFER YOUR RECOMMENDATIONS WITH

  CONFIDENCE AND PROFESSIONALISM.

  You are a service professional whose job is to clearly and thoroughly communicate service recommendations that will benefit the customer.

  
  The customer owns the vehicle and the problems and must make a decision. It is your job to professionally present ALL repair and service needs clearly to allow the customer to make a good decision.

  
  Never steal the customer's job by guessing what you think he will want or can afford. Give every customer the opportunity to make his or her own decisions.
   

  REMEMBER: "PEOPLE LOVE TO BUY, BUT HATE TO BE SOLD"