Getting customer objections is frustrating for Service Advisors. You want to help, but customers just don’t seem confident in moving forward.
The truth is, every Service Advisor struggles with this at times. But overcoming objections gets easier when we have the right tools and strategies. This isn’t about blame or self-doubt. It’s about growth – expanding our skills and mindsets to improve trust and communication.
When we build relationships the right way, objections fade. Saying no becomes the exception rather than the rule. And customers see us as Advisors who guide them to better decisions.
It’s About the Connection, Not Just Product Knowledge
The most common misconception is that objections arise because we lack adequate product knowledge. Just memorize more mechanical facts and specs, and objections go away.
Not true. Customers care little about what we know until they grasp how much we care. Your ability to make them feel understood and appreciated is the foundation.
I built lifelong customer loyalty knowing hardly anything about brakes or differentials. But, I cared about my customers as real people with lives and aspirations like mine.
3 Keys to Eliminating Objections by Building Trust
Objections often happen when that personal connection is missing. Let’s look at 3 vital pillars for cultivating relationships that turn decliners into delighted long-term clients.
1. Initiate a Real Connection Early On
Resist the urge to jump right into “What are we working on today?” while staring at your computer screen.
Instead, plan 5 minutes of friendly conversation while you take in the car together. Discover relevant details about their life and listen intently. Seek to understand before seeking to advise.
This context helps assess their needs while organically nurturing rapport. Now your guidance lands on fertile ground.
2. Explain Repairs Clearly and Patiently
Unclear communication breeds misunderstandings that kills consent. Reframe complex mechanical issues in simple terms easily grasped.
Share brief stories illustrating what’s happening under the hood and how your recommendation improves safety, longevity, and peace of mind.
Your goal is bringing opaque repair concepts into plain view through analogies and anecdotes. Being condescending destroys trust rapidly. Strive to educate positively.
3. Compassionately Discuss Payment Plan Options
Big bills make everyone anxious. Defuse potential sticker shock immediately by sharing flexible payment schedules matter-of-factly.
One example is saying, “Many customers take advantage of our 6 months same as cash financing on repairs over $400. We could also split this into 3 payments of $126 every other Friday if cash flow’s tight right now.”
Proactively addressing financial limitations reassures customers you aim to solve problems, not just make sales. This fosters good-will and willingness to proceed.
Focus on Growth and You’ll See Results
If we nurture real connections rooted in caring, communicate car repair realities clearly and transparently, and compassionately accommodate budget limitations…we dissolve objections!
Customers become delighted loyalists who trust our guidance implicitly, approve recommendations without hesitation, refer everyone they know, and pay without qualm.
The keys are perseverance and self-improvement. With mutual effort over time, we can all transform into Service Advisors who routinely capture declined sales while earning lifelong devotees.
Let’s walk through exactly how to make this happen at your dealership! Click here to schedule a quick strategy session and get a customized game plan.
