CONFLICT RESOLUTION
A customer walks in angry because their vehicle isn't ready when promised. What is the first thing the advisor should do before explaining why the vehicle is delayed?
Listen and let the customer explain their frustration without interrupting or becoming defensive.
Before recommending additional work, this should be established so the advisor knows exactly what brought the customer in today.
Customer concern/reason for visit
Uneven brake pad wear can be caused by a sticking component in this brake assembly.
Brake caliper
Customers are generally more receptive to a recommendation when the advisor explains this instead of simply giving them a price.
Value/benefit
If you promise a customer an update at 2:00 PM, this should happen even if the vehicle has not changed status.
Provide the update
A customer says, “You guys are always trying to sell me something I don't need.” What is one question an advisor can ask to uncover the customer's concern instead of immediately defending the recommendation?
“Is there a reason you feel like you don't need the service?” or “Can you tell me what concerns you have about the recommendation?”
When a customer says, “I’m just here for an oil change,” this process helps uncover maintenance or safety opportunities before the vehicle enters the shop.
Walk-around / vehicle health check
A vehicle pulling to one side does not automatically mean an alignment is needed. Name one other possible cause.
Tire pressure, tire condition, brake drag, tire conicity, suspension component
“Your cabin filter is dirty” is a fact. Turning that fact into a customer-focused explanation requires connecting the repair to this.
Why it matters to the customer
This is usually more damaging to CSI than delivering bad news early because the customer feels forgotten.
Lack of communication
A customer is raising their voice at you, and you know the dealership did nothing wrong. What is the biggest mistake you can make during this conversation?
Becoming defensive, arguing, matching their tone, or trying to prove that the customer is wrong.
A customer gives a vague concern: “The car is making a weird noise.” Name two follow-up questions an advisor should ask before writing the concern.
When does it happen? Where does it come from? What does it sound like? Does it happen while turning/braking/accelerating?
This component can cause a vibration that increases with vehicle speed even when the engine is operating normally.
Tire/wheel assembly, driveshaft, axle, wheel bearing, etc.
A customer says, “I'll do the brakes next time.” Give one question that helps uncover what is really stopping the customer from approving the repair.
“What’s holding you back from taking care of it today?”
A customer becomes angry because their vehicle is delayed. Before attempting to solve the problem, an advisor should first do this.
Hear them out / allow them to explain the frustration
Using the HUG approach, a customer says, “Nobody has communicated with me all day, and now you're telling me my car won't be ready until tomorrow.” What should the advisor do in each step of HUG?
Hear: Let them explain the frustration.
Understand: Acknowledge why the lack of communication created frustration.
Give Back: Provide a clear solution, next step, or reasonable accommodation.
This technique involves presenting the customer with the complete list of recommendations while clearly separating immediate safety concerns from maintenance or future needs.
Table of Contents / menu presentation
A customer complains of a steering-wheel vibration primarily during braking. This system should immediately be considered.
Brake system, particularly rotor/brake condition
When presenting a $2,000 repair, breaking the recommendation into multiple smaller repairs without explaining priority can create this major problem.
Loss of perspective / customer doesn't understand priority or value
In the HUG method, these THREE actions describe the basic process for handling a frustrated customer.
Hear, Understand, Give back
A customer says, “I don't care what your technician says. I'm not paying $1,500 for that repair.” The advisor knows the repair is legitimate. What should the advisor not do, and what should they do instead?
Don't argue, pressure, or immediately discount the repair. Instead, identify the real objection by asking a question such as:
“I understand. Is the concern primarily the cost, the timing, or whether you feel the repair is necessary?”
That gets you past the first no and identifies what actually needs to be resolved.
A customer declines a $1,200 repair. Instead of simply writing “declined,” the advisor should identify this underlying objection before attempting to overcome it.
The reason behind the first no, such as price, trust, or time
A vehicle has a repeated battery failure, but the battery itself tests good. Name two areas the technician should investigate.
Charging system/alternator and parasitic draw/electrical system
A customer declines a repair because of price. Name three legitimate ways an advisor could attempt to overcome the objection without simply discounting the repair.
Financing such as Sunbit, prioritize safety-critical work, adjust scope where appropriate, transportation/shuttle options, explain consequences of postponement, etc.
A customer says, “Nobody called me all day.” Even if the repair itself was performed correctly, identify the experience failure that likely occurred.
Failure to communicate/manage expectations