Why Sell An Additional Service?

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1 Why Sell An Additional Service? More and more vehicles today are developing concerns with gum and resin deposits, oil sludging and contaminates forming within the fuel and oil systems of the vehicle. This can affect the engine reliability. The introduction of longer service intervals by manufacturers and the varied quality of fuels, stop start, short journeys and traffic congestion are all contributing to this problem. Carrying out oil flush and fuel treatments, at the manufacturers recommended service intervals, helps to remove contaminants from the engine and fuel system ensuring safe and reliable motoring. Emission Service is suitable for both Petrol and Diesel vehicles

2 Petrol Injector Cleaner Fortron Petrol Injector Cleaner is designed to combat deposits in the fuel injection systems of modern car engines. The longer an engine runs on normal quality fuel, the greater the reduction in fuel flow occurs, this is caused by the build-up of gum and resin deposits on the injector nozzle, reducing engine performance. Fortron Petrol Injector Cleaner is specially formulated and highly concentrated to clean fouled-injectors and other fuel system Components. Petrol Injector Cleaner is added to the fuel tank at the service.

3 Fuel Injector Diesel System Treatment Fortron Diesel Fuel System Cleaner is designed to combat deposits in the fuel systems of modern diesel engines. The longer an engine runs on normal quality fuel, the greater the reduction in fuel flow occurs, and water in the fuel system can cause bacteria growth (Diesel Bug), causing hard starting and the engine to run rough.

4 Fortron Diesel Fuel System Cleaner will not only help to clean the fuel system, but will eliminate any water within the system preventing bacterial contamination. Diesel Treatment is added to the fuel tank at the service. Diesel Engine Engine with sludge

5 Engine Flush Fortron Engine Flush is advanced oil based chemical formulation suitable for use in all internal combustion engines. The formation of sludge, dirt and contaminants occurs in all internal combustion engines. This can result in oil restriction in the engine sump, oil pickup, oil journals and hydraulic lifters, which leads to poor engine performance and in some cases engine failure. Engine Flush is added at the oil filler, with the engine at operating temperature and allowed to circulate for 10 minutes prior to replacing the engine oil and filet. Image of engine with oil sludge The benefits of performing an Emission Service Helps remove deposits from fuel injectors and internal engine components. Helps improve reliability and extends engine life. Helps restore full engine and maintain performance.

6 Does not contain phosphorus or lead. Cleans injectors and engine components internally Will not harm catalytic convertors. Designed for a single application. Non corrosive, non-foaming. Recommending the service Try the soft approach. By asking the question, the Service Advisor is only recommending an additional service. By recommending this service you are giving the customer the choice of either ACCEPTING or DECLINING the offer. The advantage of recommending to a customer is the customer does not feel threatened or pushed into a sale situation and therefore more likely to accept the offer. As a result, the customer is aware of the extra cost on the service bill and not surprised at the added cost when paying the invoice.

7 Knowing When and How to Recommend the Additional Service Retail customer rings the Service Department to book in for a service. As the Service Advisor types in the customers details he/she recommends the additional service. As part of your service today we recommend an Engine Flush & Emission Service AND /OR Retail customer walks into the Service Department to leave the car for service. Whilst the Service Advisor is booking in the customer he /she will make a final recommendation for the additional service. As part of your service today we recommend an Engine Flush & Emission Service

8 A Retail Customer May Ask Customer: Why does my car need an Engine Flush & Emission Service? Service Advisor: It will remove any unwanted oil and gum deposits from your engine, improving reliability and fuel consumption. Customer: How Would I Benefit? Service Advisor: An Engine Flush & Emission Service helps:- Clean entire engine and fuel system. Reduce engine emissions to acceptable level. Restore full engine performance. Prevent fuel contamination caused by the introduction of bio-fuels. Ensures new oil goes into a clean engine. The Customer is most likely to say yes based on your recommendation!

9 Frequently Asked Questions WHAT IF THE CUSTOMER SAYS NO? If the customer refuses to accept the additional service, then respect their wish. Recommending the additional service in a positive way, will usually bring a positive answer. WILL IT EFFECT THE TIME I SPEND WITH THE CUSTOMER? The service is sold during the booking in process and will add as little as 30 seconds to the process. WILL IT AFFECT MY COMPETITIVENESS? Competitiveness is not affected when up-selling to any customer, it is an additional recommendation. You are giving the customer the option of an additional service, the customer will be aware of any additional cost. WILL THE CUSTOMER BE ABLE TO AFFORD IT? Never assume the customer cannot afford the service, after all we don t know their financial situation. The worst they can say is NO. DO I NEED TO KNOW ANY TECHNICAL INFORMATION ABOUT THE SERVICE? Keep it simple, being too technical can confuse the customer and draw you into unnecessary conversation, remember to be positive in the sales process. DOES THE MANUFACTURER APPROVE OF THIS EXTRA SERVICE? We at Fortron recommend the service because of the extra benefits we can pass on to you, our customer.