how much is it?
How much are brakes?
If all you need is brake pads we can get you fixed up for 229.99 if you go on the Midas.com website there are coupons and we can get you in today with a lifetime warranty.
How much is an alternator on a 2020 Silverado 5.3?
what makes you feel it needs an alternator, if youre somewhere esle we will give you a free check and beat their price and we will have it out today if possible.
when a customer calls what is our only goal?
to get the customer in
We are slammed and someone asks if we can get them right in?
This one is hard because there are so many factors, We need to sell the visit, come in and I will make room for you, we will find a way to get you in quickly, we can move some cars around we would just like to earn your business.
Answer the phone?
Thank you for calling Midas, this is ________, how can I help you? " how can I help your car today?" " Who do I have the pleasure of speaking to?" "What can I do to help you today" etc...
How much are a set of tires? ( no idea year make or model of car.)
If you're not sure what tire size you need, is there a time you can swing by it only take a seconds to show you options and find what will work for you. we also have a sale going on and I can show you all the details when you get here
How much is an alignment on a lifted truck?
there are a lot of factors here. If no extra work is needed it will be the same price as any other vehicle. if there is extra work needed we can discuss it while we do a free assessment for you.
when a customer calls how should we make ourselves perceived.
We should be perceived as Professionals
Someone needs a brake job done toady but its already 4:00?
We all know a brake job can be done within an hour, we need to assure the customer that we will get it done today even if we have to stay a little late. This off course is only true if there were no other issues found.
Answer when they ask for an appointment?
We need to gather the personal information such as name, address, phone number, and email. Then send a confirmation.
How much is an alignment?
Alignments start at 139.99, we have one of the best machines and trained techs that will get you fixed up quickly. Is there a time you can come in?
How much is a starter for a 2001 f150 5.4
What makes you feel like it needs a starter? We do a free starting and charging test and we can see if that's the real problem then cover all the options. we can get new factory, new after market, or a remanufactured part to save you money. can you come in and let me find the best deal for you?
what are three examples of being professional?
happy, energetic, using good grammar, being polite and respectful, not using slang or words that someone uneducated would use.
When someone wants to get the oil leak checked out but isn't ready to fix it yet?
get them in for a free check, assess the situation then charge for a cleaning and dye. We don't need to do free work but it takes no time to lift a car then sell a diag.
Answer if they want an exact price and will not accept our more vague answer?
We should reiterate that we offer a free check and that it would be easier to give a proper quote while the vehicle is at the store. If they are adamant, We should take the phone number, info on the vehicle, and call them back within 30 min with a quote.
How much is an oil change? (newer car)
sounds like you'll need a full synthetic oil for your vehicle. The oil change is 79.99 and comes with a dealer level inspection and a free tire rotation. when can you come in?
How much is a tune up on a Mercedes?
to be honest Mercedes are intricate and may need more than just a basic tune up. Is there a time you can come by that way I can get the vin and check to see exactly what it would need so that I can get you an accurate quote? the quote is free and won't take too long.
If the customer agrees to come in what else should we let them know?
our location- specific directions, we take appointments (take email and send confirmation), our warranty (we stand out above the rest because of our nationwide warranty we need to let people know)
this one is too easy for 400 points but I think we all know we offer financing, we can text or email them Easypay, we can also email them the Midas CC app.
Finish a phone call?
We should always ask for the appointment then offer directions. after that we should ask if the customer has any further questions and if not, to have a great day and we look forward to seeing them soon.
How much is a tune up?
That's hard to answer as most newer vehicles utilize maintenance more than a tune up. can you come in so we can see what the FSM is on your car? we will do a dealer level inspection for you, for free.
How much is a catalytic converter?
That would depend, if we use a universal it would be around 389$ installed but anymore most vehicles require a factory fit and for that I would need the car here, so I can make sure the parts I price up are correct. Can you come in for a free check?
Four reason not to call another shop?
we've gained their trust, we were professional, we answered their questions and offered to get them in for a free inspection, we offered an appointment, we made them laugh or smile, we showed them respect and made them feel comfortable.
I don't have time to bring it in right now.
We should offer an appointment with and email, we should offer to have him dropped back off wherever, For some customers we can even offer to just go pick the car up. anything to get the car to the shop.
Is too talkative?
We should try and direct them to the answer they were looking for, and reiterate that we can make an appointment. We cannot make them believe we are frustrated or ready to get off the phone.