Welcome to our Best Practices Page.  Here you will find Best Practices listed by Department and Process.  You will find Practices that will help you increase sales, gross profit and customer satisfaction.  For many of the Best Practices their implementation is discussed in the Training Videos.  In addition, since we want this website to be interactive, any Best Practices that you would like to share please email them to us at info@wrightautopro.com.  

Sales Department

Prospecting & Setting an Appointment

When setting an appointment with customers do not ask them when they want to come in.  This tells them that you are available whenever.  Instead give them choices, morning or afternoon, 10:00 or 2:00, etc.

Meet & Greet

Greet customer by name if they have an appointment (when setting appoinment ask if anyone else will be joing them and greet this person by name also).  Have refreshments available for customers.

Vehicle Presentation

Vehicle Demonstration

Invite your customers to go on a test drive by asking them if they want to go on a test drive.  However, make sure you tell them the Benefits to them of the test drive.

Trade Appraisal (Sales Consultant perspective)

Walk around the customer's trade with them pointing out things that will add value as well as those that deduct value.

Negotiating

Proper T.O. Process (Manager and F & I)

At the beginning of the sales process let the customer know that your manager will want to thank them for coming in at the end of the process.  Use your managers name so you can refer to him by his name and not have to use the word "manager" again.

Delivery of vehicle, including Dealership tour

Set customers first service appoinment during this tour.

Follow Up Process

Discuss something specific to this customer (your phone call should not sound like it could have been made to any customer).

Service Department

Appointment Scheduling

When scheduling an appointment for service make sure you check the customer's vehicle history.  This will allow you to upsell them work.

Appointment Preparation (confirmation calls)

Review customer's service history before they come in.  Check any personal notes made in the file.

Greeting

Customers should be greeted by name.  If you have a service drive, print out a list of appointments and when a 2007 blue camry comes in, look at the print out to see whose car it is and greet that person by name.

Walk Around

Explain the process as you are doing it.  Look for personal items (bumber stickers, sports equipment, child car seats) that will help you develop rapport with the customer. 

If customer's vehicle comes with a seat memory button, explain to them that you will need to move their seat in order to safely drive their vehicle and would like to put the seat back in the proper position.  Therefore, you would like to know which memory button they use.

Write RO

Monitor Work in Process

Call for Authorization

Explain the benefit of any of the services you are selling.

Quality Control

Active Service Delivery

Email or fax the customer the bill so you can review it with them over the phone.

Put air conditioning or heat on in their vehicle when they come to pick it up.

Set next service appoinment.

Follow Up

In the phone call following their service discuss something specific to that customer.