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OBJECTION
"I have my own
mechanic."
If you performed a proper interview,
you should anticipate this objection before it happens. When asking
about maintenance or repairs to the trade, the customer may tell you he or
she has their own mechanic so it is natural to assume you may get this
objection very early in the service contract presentation. Don't
come out immediately and attack the credibility of the mechanic by saying
something like "Yeah, but is he certified?" or
Yeah but does he have the training and experience that our people do?"
This will close the customer off to any reason you may offer for the
customer to enroll. Before beginning ask a few questions to find out
where he works, how long he has been there, how long has he been a
mechanic.
SUPPORT AND ISOLATE - "That's great
that you have your own mechanic. Is that your only concern
about enrolling in the service contract?"
TRANSITION STATEMENT - "I understand
how you feel, others with their own mechanics originally felt the same
way, but they found that is was actually one of the reasons they should
enroll in the service contract"
NARROW QUESTION- "Is your time and your
convenience important to you?"
FEATURE/ BENEFIT PRESENTATION - "One nice
feature of the service contract is that any ASE Certified Technician can
do the repair. All 15 of our technicians are certified and 4 of
them are Master Technicians. It is more likely that one of our
technicians would be more available than just your one technician.
The service contract also provides for substitute transportations,
towing coverage, and roadside assistance, all conveniences that
your own mechanic can't offer. An we spend thousands of dollars
per year to retrain our technicians and provide them with the latest
tools, diagnostic equipment and computer chips just to be able to
diagnose today's sophisticated vehicles."
TRIAL CLOSE STATEMENT - "When you
consider your time, convenience and the importance of maintaining this
$25,000 investment, doesn't it make sense to enroll in a service
contract and this way you will know the repairs are done when needed as
opposed to when affordable?"
CLOSING STATEMENT - "Would you like
your payment to begin in 30 or 45 days?"
This objection can be overcome by
either telling the customer about all the advantages your service
department offers, or by creating doubt that the outside technician he or
she chooses to use is not qualified to do the repair to factory standards.
Be careful not to put the outside technician down. He may be a
friend or family member
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