Sales 101
What are the three main parts of our sales pitch?
1. Ask
2. Educate
3. Recommend
What causes chips to crack out?
Different changes in temperature and pressure creating pressure on the air between the windshield
How do you check your schedule on the app?
Tap the three lines in the top left, tap schedule, and set a range of dates
What is the metaphor we use for giving the customer the best service possible?
Giving them the pickle!
Who is our CEO?
Kelvin Siemens
How much do glass treatments normally cost?
$50 Each! They are unlimited!
What two places do you drill during a crack repair?
At the impact point, and 2-3mm from the end of the crack line
How do you change a customers information?
Search up the customer, go into customer details, and go to the info tab. Hit update on whatever you want to change from there!
At the end of every sale, what do we give all NON-premium repair plan customers?
A full windshield clean
Wiper blade clean
A chip saver card
Who is the owner of the company?
Matt Horne
Finish this sentence:
"What I do is remove that trapped air and fill it in with an _______. When I'm done with the repair, you will still be able to ________, but the main thing is _____________."
"What I do is remove that trapped air and fill it in with an acrylic acid which chemically bonds the fractured glass together. When I'm done with the repair, you will still be able to see a scar, but the main thing is the structural integrity of the windshield is restored."
What happens if there is a large amount of missing surface glass?
2 ANSWERS
Either:
a) Pit resin over the entire chip, let it cure, then don't scrape it off and drill through the pit resin
b) If there is too much surface glass missing, it is unrepairable.
How do you either:
a) Process a refund request?
b) Resend an invoice?
a) Go to the repairs tab, tap on the repair that they want refunded, tap the 3 dots in the top right, and "create refund request." From there, give a reason, an amount, and send!
b) Go to the invoices tab, tap on the invoice they want resent, tap the 3 dots in the top right, tap "resend invoice," make sure the email is right, and hit resend!
At the end of every sale, what do we give every PREMIUM plan customer?
Full windshield clean
Wiper blade clean
Glass treatment
Pit fills
A chip saver card
What year was DECO founded?
2005
What do the Rogers and Hertz benefits give you with the premium repair plan?
Rogers: $30 off a month on a Rogers Infinite Plan
Hertz: 10% off on any car rentals
Drill into the chip, then dry it out by giving it quick 1-2 second shots of heat from the inside of the vehicle until all the moisture has evaporated
What are two of the three things required to log into the app?
1. Device SID number
2. Allowing access to location
3. Signing the contract, giving you an email and password to login with
What are the biggest things that impact a customers experience on site?
Your attitude/mindset
Where were our first two sites?
Red Deer
Airdrie
What does an SGI Package Policy cover and not cover for the customers windshield? BE SPECIFIC!!!
3 resin units, or $125 of repairs over two years
Nothing in the drivers side wiper blade sweep, nothing in the frit (the black part around the edge of the windshield), nothing larger than a loonie, doesn't cover cracks
What happens if a drill bit breaks off in the glass?
Drill as close as you can to it at a bit of an angle, NEVER try to pry it loose
How do you activate data on the tablet?
Go into settings, connections, mobile networks, access point names and tap add, then set the name and APN to mnet.bell.ca.ioe. Then turn airplane mode on and off again
Going above and beyond in every single little thing we do!
Who is DECO Man's Arch-Nemesis?
Chip McCracken