Vehicle Delivery SOP & Script
Purpose
To properly deliver a client vehicle with proper explanation about us and their service.
Target
Delivering information about exactly what we did for the client and reminding them about us and the value they receive with us. To always be working towards creating or renewing a LOYAL client.
When a client’s vehicle is ready to be posted/closed. Ensure that the client fully understands everything that we did for them today.
Ensure the client understand the value of service at Performance Automotive.
Ensure they are WOWED, HAPPY and become or stay a LOYAL client!
PARP; Script:
Let us go over the work we did. (Read the final copy of Work Order & Authorization.)
My technician (Tech’s First Name) (Recap Repairs Performed) to address your (Initial Verbatim Concern).
From the Courtesy Inspection we performed, we also (List ALL Additional Repairs & Services Performed).(Read final copy of Estimate of Deferred.) As we spoke earlier, your vehicle is also due for (List “A” or “Maintenance” Deferred Items), but we have agreed to wait until your next scheduled service for those items. I have marked your file accordingly to remind us on your next visit with us.
We also agreed to wait on (List Deferred Items), but I would recommend getting that performed before your next scheduled service. Would you like to set-up a day that works for you now?
If YES, set the appointment in the Scheduler.
If NO, offer to contact at a later date to book an appointment.
Your next scheduled visit should be in (Months Until Next Service Due). Today is (Say Today’s Date). (Finger Count How Many Months Until Next Scheduled Visit, Saying Month For Each Finger)
I will put a note on your file for one of us to contact you (Early / Mid / Late + Month) to confirm and organize your appointment (Write Early / Mid / Late + Month on Customer’s Invoice)
Here is a Customized Maintenance Plan for your vehicle. As you can see, these services are not overdue at this time. (Indicate Green-Flag services). These items are overdue, and should be done with your next oil change service (Indicate Red-Flag services). I will put a note on your next oil service to discuss these services as well. Lastly, these services are coming close to being due and we will monitor them and let you know when they recommended to be performed. (Indicate Yellow-Flag services).
POST INVOICE, SET PRE APPOINTMENT FOR A SUNDAY WITH PROPER NOTES, TAKE PAYMENT.
IF CUSTOMER WANTS PAPER COPY, PRINT INVOICE. ALWAYS EMAIL A COPY TO THEM
After (future date)
Just as a reminder one of us will reach out to you in a few days to ensure everything is still great and do a basic follow-up.
(If a 5-Star Visit Occurred) As you might know, we really depend on referrals from our customers. We hope you had a great experience with us, and if so we ask if you would be willing to share that experience by leaving us a 5-Star Google or Facebook Review. I will text & email you a link so you may easily do that.
Thank you for having your vehicle serviced with us today!