Pinpoint Needs Presentation Script

Purpose

To assist with performing the pinpoint needs presentation script.

Target

To inform a client of their vehicle and assist in making any sales.

Instructions

Hello (Mr. / Mrs. Customers Name) this is (Your name) from Performance Automotive, is right now a good time to talk?
If “NO” – When would be a good time to call you back? Ok, great. I will call back then.
If “YES” – Perfect

My Lead Technician (Techs Name) and I have personally inspected your (Repeat symptoms/conditions/concerns WORD for WORD).

We have taken photos of your (problem/concern) that we spoke about earlier and I have already sent them off to you to view. Did you receive those? YES/NO

Overall the (system being addressed) is in GREAT shape (Only make this statement if it is TRUE).

(List 3 positives of the particular system we are addressing)
The _______ is in ______ shape (Choose proper wording – normal/excellent/not leaking/good/great/etc).
The _______ is in ______ shape (Choose proper wording – normal/excellent/not leaking/good/great/etc).
The _______ is in ______ shape (Choose proper wording – normal/excellent/not leaking/good/great/etc).

We have pinpointed your concern/symptoms and identified these items requiring immediate attention (Make sure to deliver Urgency and Conviction) and this will correct your concern with (Repeat symptoms/conditions/concerns WORD for WORD).

Again, overall the (system being addressed) is in Great Shape! (Reassurance)

The good news is we can get the parts. List the date of arrival

Your total amount will be today is $XXX. Then after the repair will be $XXX
So, with your permission I will get (Techs Name) started on the additional repairs. (DO NOT PAUSE)

(State the time the vehicle can be finished by) Is the end of the day OK to have your vehicle ready for you? (If required, explain time required to perform repairs, if time cannot be meet – BUY TIME – Rental car? Delivery of vehicle, etc?)

BE QUIET! WAIT FOR THEIR RESPONSE!

Also, while the vehicle is in the shop we will also perform our Multipoint Courtesy Inspection, to make sure that the rest of the vehicle is in safe and operating order.

I will give you a call back or text to update you on the progress of the repairs and let you know if we identified any additional items during the inspection.

This number I reached you on is a good one to reach you again later today?

Thank you. We will talk again soon. (Always assume the customer wants it fixed!!)