Sales 101
What is the main point of the sales pitch?
Building value
What is the main point of the replacements pitch?
Creating urgency
I will get the plan next time
If they buy the plan here, it is only $50, whereas it is normally $119.95 without a repair. If they get it now, the repair next time will be free
I don't know my policy number
They have it on an extra paper that they get with all of their extended policy information along with their registration
If not, call SGI, or their insurance broker
How do we give the customer the pickle?
Clean their entire windshield, wipe their wiper blades, apply a glass treatment (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 is the difference between a basic referral and a claim?
Whether we obtain SGI Policy number/Customer number, date of damage, cause of damage, and license plate
The repair/repair plan is too expensive
Show them max discounts:
$45 for one chip, or $110 for all chips + repair plan
$5 for each plan
I don't have time today
It only takes 2 minutes for us to fill it out, and it saves you the hassle of having to go to our shop, or call SGI to figure it out
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?
How do we create urgency?
Safety hazard from the glass: The windshield normally takes up 40% of the impact in a front end collision...
Tickets: Can range from $200 to $800
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 heavier
I don't want to go through SGI, because I don't want my premiums to increase
It only increases by about $40 a year, or $3/month, and if they have a good drivers safety rating, then it shouldn't make much difference. They would instead have to pay the price of a full replacement
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
$110 for all chips + a Premium Repair Plan
$5 for each plan if they agree to the repair
What are the 3 main parts of the claim hunting pitch?
Break down barriers
Create urgency
Not taking no for an answer
This is a rental car
If they have a plan on their car at home, it also works for the rental car. If not, then tell them they can have a $10 discount so they can switch the plan over onto the vehicle at home
This is my beater car
The crack being in the windshield isn't just a visual thing, it is a safety factor. It could cause the passenger airbag to deploy improperly, as well as it is a structural part of the vehicle and implores more risk being in the vehicle while you have said crack
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.
What are the benefits with doing a replacement with us vs. anyone else?
Warranty: Lifetime warranty against leaking
90 day warranty on the product
Limited warranty for rust on pinch weld
VIP Package: Free wiper blades, windshield washer top up, rental car/taxi vouchers (if they use their deductible), free PRP
3-4 hour replacement instead of 6-8
I have an SGI Package Policy
Ask deductible first
SGI only covers $155 in damage, 3 times throughout 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
I'm selling the vehicle soon
A windshield with a crack in it decreases value of the car a lot, and a dealership/private seller will talk you down on it a lot
What are all of the sensors and extras that we look for on a vehicle when putting a referral through
ADAS sensor, Rain sensor, Condensation sensor, HUD, heated wiper blades