BASIC

TRAINING Can Your Service Department Sell The Next Unit?

There are a couple simple strategies that can create lifetime customers… or cost you a customer on the spot! Whenever the words “break-in maintenance” or “initial 500 mile tune-up” are part of the conversation, this is code for your service manager to roll out the red carpet!

Would it be so hard for your service manager to treat that new customer returning for first-time service with kid gloves? Can the service manager/writer notify the sales department when any customer brings their bike in for its first service? Seeing a familiar face means the customer (me) wasn’t “dumped” after buying a new unit. “How are you liking your new motorcycle (ATV or SxS)?

Make the customer feel like family. Offer him or her a tour of the store and an introduction to the department managers if it wasn’t already part of the sales process. Each manager should be trained to hand the customer their business card should they ever have any questions throughout their ownership experience.

Sure, it sounds basic… but take a hard look at your service department and see if they might need to get back to basics?