Sales 101
What is the main point of the sales pitch?
Building value
Why do we check for interior damage?
It let's us know if we can fix it or not, and gets the customer out of the vehicle facing you directly
I will get the plan next time
If they buy the plan here, it is only $50/$100, whereas it is normally $164.95 without a repair. If they get it now, the repair next time will be free
What is the price of a basic chip repair, and the discounts we can use?
$65, $45, and $95 for chip + basic plan
How do we give the customer the pickle?
Clean their entire windshield, wipe their wiper blades, apply a glass treatment and a headlight refresh (if they are getting a plan, or if they are already a PRP member), give them a card
Make their experience memorable, give them the best service every time
What are the 3 main parts of the sales pitch?
Ask
Educate
Recommend
What are the 3 parts of the educate section of the sales pitch?
Before, During, After
The repair/repair plan is too expensive
What were you hoping to pay today?
Show them max discounts:
$45 for one chip, or $115 for all chips + repair plan
$5 for each plan
What is the price of a complex chip repair, and the discounts available?
$95 for the chip, $45 max discount, $5 basic plans if you drop off the extra syringe
When a windshield has a crack in it, what percentage of the impact does the windshield absorb in a front end collision?
10%-15%
What are 3 of the 4 questions we ask a customer when they come into the tent?
Have you been to DECO Before?
Have you ever had a rock chip repaired before?
How long have you had this rock chip?
Are you a repair plan member?
Why do we ask questions?
Puts us in control of the sale, so we can lead it where we want it to go, and gets the customer interacting with the sale.
This is the first chip I've gotten in 20 years
Great, they got lucky. Show them all of the pits on their windshield and talk about how they are weak spots in the glass, and could all be chips
Stress the glass treatments + headlight refresh heavier
$110 for the chips, $100 for the premium repair plan, discounted to a max of $75 for the PRP
When a customer gets a complex chip and a crack stop done in one repair, how is it marked in the system?
Chip repair + additional syringe + additional syringe
What are our max discounts?
$45 for 1 chip
$115 for all chips + a basic repair plan
$5 for each plan if they agree to the repair
How many pricing options does the customer have (in accordance to the sales 101) and why do we phrase it like so?
2 pricing options (standard chip repair, or chip plus premium plan). It makes them feel locked into the sale, and makes it feel like they don't have a third option to say no
This is a rental car
If they have a plan on their car at home, it also works for the rental car. If not, we can run the sale under their home vehicle info, and use the plan to cover this chip
How would you price 3 complex chips, 2 basic plans, and the max discounts allowed for them?
$245 for the chips, if they agree, $100 for the basic repair plans
Discounts: $5 basic plans if they agree to the repair, if they don't the max discount is $115 for everything
What are all of the bonus payouts for Claim Train bonus payouts?
Every 5 completed: $200
25 completed: $500
50 completed: $1000
75 completed: $1500
Finish the sentence:
When I'm done the repair, ______________
Finish all of the educate part, closest answer gets points
When I'm done the repair, you'll still be able to see a scar from where the chip occurred, but the main thing is the structural integrity of the windshield is fully restored, so you don't have to worry about that chip cracking out. And at DECO you get a lifetime warranty on the chip repair.
Why do we ask the customer how long they have had the chip?
It changes how we approach the sale:
If they got it a year ago, they probably aren't in much of a rush, and won't be looking to get the PRP, so we have to stress the glass treatments and headlight refreshes more
If they got it 2 weeks ago, they probably see the value in the repair plan since they are already in.
I have an SGI Package Policy
Ask deductible first
SGI only covers $125 in damage, or 3 basic chip repairs over 2 years. Nothing in the frit, nothing in the drivers wiper blade sweep, nothing in the drivers vision, no bigger than 2 inches in diameter
How would you price a 10 inch crack, a complex chip, and 2 premium repair plans, and the max discounts available?
$125 for the crack + $75 for the complex chip, $200 for the 2 premium plans.
Discounts: $115 for all of the repairs, or $350 for the repairs plus the 2 premium plans
What are all of the cases in which we shouldn't repair the windshield.
Crack longer than 2 feet, too much surface glass missing, interior damage, or a deductible cheaper than the repair.