Objection Handling
(The Rebuttal Master)
(The Rebuttal Master)
The customer says: "I’ll just take it to my local independent mechanic; they’re cheaper."
"I understand. However, our technicians are factory-trained and use OEM parts designed specifically for your [Brand], which can come with a part warranty."
This common maintenance item is usually recommended every 5,000 miles to 10,000 miles depending on if the vehicle uses synthetic oil.
What is an Oil Change?
Instead of saying "I don't know," an agent should use this professional phrase while they look for an answer.
"That is a great question, let me check that for you!" (or "Let me verify that with my Service Advisors)
This is the very first thing that should be verified and updated in the CRM/DMS before any notes are even written.
What are the Customer's Contact Info (Phone/Email) and Address?
To check if a vehicle has an Open Recall, we must enter the VIN into this specific manufacturer portal or tool.
What is [Manufacturer Portal Name, e.g., GlobalConnect, DealerConnect, or Nissan One]?
The customer says: "Why is the diagnostic fee so high? It's just a 10-minute scan."
"The fee covers the expert labor of a Master Technician and our advanced diagnostic equipment to ensure we find the root cause, not just the symptom/problem."
Often confused with the engine filter, this filter is responsible for cleaning the air that the passengers breathe inside the cabin.
What is a Cabin Air Filter?
When a customer asks for a "ballpark price" over the phone, we should use this phrase to protect the Service Advisor.
"The starting price for that service is [DIAG PRICE], but the final total depends on the technician’s inspection."
When a customer calls about a dashboard light, we must notate if it is Solid or Flashing, and ask the customer for this specific information from the dashboard.
What are the "Symptoms" or "Messages"? (e.g., "Reduced Engine Power" or "Service Transmission").
To see if a customer's vehicle is covered under Basic, Powertrain, or an Extended Service Contract, we must check this specific screen in the DMS/Manufacturer portal.
What is the "Vehicle Inquiry" or "Warranty Coverage" screen? (Must mention checking the year vehicle was purchased and Current Mileage).
The customer says: "I don't have time to wait 2 hours for an oil change."
"I completely understand. Would you prefer to utilize our [Lyft, Valet or Loaner] service, or should we look at a 'Drop-Off' appointment later in the week?"
This 17-digit code is the "DNA" of the vehicle and is required to check for open recalls or specific parts.
What is the VIN (Vehicle Identification Number)?
To avoid "Dead Air" while typing or looking up a VIN, an agent should use this technique to keep the customer engaged.
"Narrating the Action" (e.g., "I'm just pulling up the recall database for your 2022 Silverado now...")
When a customer has multiple concerns (like a noise AND a leak), we must list them this way in the notes to ensure the Advisor charges the correct Diag.
What is "Line Item" or "Separate Bullet Points"? (Never lump them into one sentence!)
If a customer needs an immediate status update but their Advisor is currently busy with a guest on the drive, we should use this specific "Safety Script" to manage the customer’s wait.
"I’m so sorry, [Advisor Name] is currently assisting a guest on the drive. Let me take your best contact number and I will send them a priority message to call you as soon as they are free!"
The customer says: "I already know what's wrong with my car. Why do I have to pay you a diagnostic fee to tell me what I already know?"
"I understand you've done some research! To ensure our repair carries a full nationwide warranty, our technician must verify the failure using factory tools. This protects you from paying for a part that might not actually solve the root cause."
This acronym stands for a comprehensive health check performed by a technician on every vehicle that enters our service drive.
What is an MPI (Multi-Point Inspection)?
Instead of asking "When do you want to come in?" (which leads to "I'm not sure"), we should use this "Assumptive Close" technique.
"I have an opening this Tuesday at 8:00 AM or Wednesday at 2:00 PM—which works better for you?"
If a customer reports a noise or vibration, we must ask at what speed it happens and this specific detail about the vehicle's state.
What is "When the vehicle is Cold vs. Warm" or "Accelerating vs. Braking"?
To order a part for a New Customer, we must first create a profile to generate this unique identifier so the Parts Dept can bill it correctly.
What is the DMS ID (Customer Number)?
The customer says: "I’m not bringing my car back to you guys. Last time I was there, it took three days longer than promised and nobody called me back!"
"I sincerely apologize for that experience; that’s certainly not the level of service we aim for. I’d like to personally oversee this appointment and add a 'High Priority' note for the Service Manager to ensure you get frequent updates this time. Can we start fresh and get you in this Tuesday?"
This common dashboard light (often looking like a little yellow "horseshoe" with an exclamation point) usually pops up on our service drive the first cold morning of the year in Phoenix.
What is the TPMS (Tire Pressure Monitoring System) light?
When a vehicle needs a complex diagnosis, we should tell the customer it may need to stay with us for an extended period, while using this specific phrasing to stay flexible.
To ensure our Techs have enough time for a thorough teardown and testing, we’d like to keep the vehicle for [X] number of days, though that timeline may shift once we you arrive to our dealership."
When building an appointment for a part we ordered, the Internal Note must include: The Date ordered, the Agent’s Initials, and this specific "People" detail.
What is the Name of the Parts Employee or Service Advisor who authorized the order?
To build a "Perfect Appointment," an agent must follow these 10 specific steps in order from the moment they pick up the phone.
an agent must follow these 10 specific steps in the correct order. Greeting → Verify Phone → Name/Vehicle → Confirm Info → Identify Concerns → Check Recalls → Quote ETA → Offer Times → Confirm & Advise → Thank You!