How-to: upsell right from check-in.

Customer Only | June 19, 2018

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In the service lane, efficiency is everything. It’s the key to keeping your lane running smoothly and ensuring your customers are satisfied. That’s why AutoLoop SmartLane features a convenient walk-around capability so your Service Advisors can provide an initial inspection upon check-in — and recommend repairs on the spot. Have them explore tire tread wear, wipers, body issues, and other upsell opportunities. Then, show these recommendations to the customer and explain the reason behind each. Get their instant approval or disapproval, and leave only the more intensive inspection procedures to your techs.

Since the customer can see the initial repairs needed, adopting this process makes it far easier to upsell. Plus, SmartLane can read declined repair data from your DMS. Simply add any declined repairs to their current RO, then when the customer visits next time, you can see those previously-declined services at a glance.

When you already know which services your customer has previously declined, upselling them during their next appointment is generally a breeze. As long as you’ve already covered the importance of these services, your customers should remember and have more urgency to complete them the next time around.

The real efficiency is behind the scenes.

As soon as the customer’s vehicle gets into the service bay, the technician can complete the rest of the vehicle’s multi-point inspection knowing it’s already received an initial walk-around inspection through SmartLane. Then, they can inform the Service Advisor of their recommendations, or instantly send the inspection results to the Service Advisor via AutoLoop MPI.

If you have AutoLoop MPI, you also have an inspection ledger that’s updated in real time—so while the advisor is discussing and approving repairs with your customer, these added services are automatically updated in the customer’s inspection record for the tech to see. Without leaving the service lane or waiting for the advisor to hand-deliver the approved services, the tech can then quickly get started.

Effortlessly speed up the service process right from customer check-in with AutoLoop SmartLane. And find every repair opportunity with consistent, OEM-tailored inspections via AutoLoop MPI. For more information or to get started with SmartLane or MPI today, please contact your Performance Manager.

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