Windshield Repair Forum

I was wondering if this topic could be devoted to honing our retail sales pitch? I think some people might not want to speak about their sales pitch. I am having a bit of difficulty getting the sales. I don't see why we can't have a 70-80% sell rate. I believe I'm floating around 20%.
I was browsing around Borders books and picked up a book called "Get anyone to do anything" using psychology to get people to do what you want. Thinking it was rubbish, I lazily flipped through it. Seems to have a few pages devoted to getting people to take your advice.
Here are the fine points....
1. 90% of decisions are based on emotion.
2. offer a clear cut course of action
3. how this course will prevent negative action
4. allow the person to believe this was his idea
5. don't come across like a know it all
6. enthusiasm is contagious
7. reactance- doing the opposite of what is being asked because the person feels he is being forced into a decision.
Number seven seems to be paramount for me. I have often felt that people say no just because you have gone out of your way to ask. So how do we address these and which ones are really important to address?
My problem seems to be that I'm too logical. I can't understand why someone would not want to get their w/s fixed when I am right there and it doesn't cost anything.
I am thinking starting out with a no pressure type approach (not that I ever tried to pressure to begin with but maybe people thought so....).
"Hello I'm with xyz company I noticed you have a crack on your w/s. I do have 45 mins before my next appt if you think you would like to have it repaired. Your deductible is usually waved for this type of repair.It's a nice looking truck/suv/car. I hate to see those kind of chips crack out over the whole w/s when they are so easily fixed..."
My current pitch is more straight forward without the fluff.
I would just like a day that ends after 5,6,7 repairs instead of 1 and 2

I find the offending windshield. I walk into the business that said shield is parked in front of "actually there is usually a whole car with the shield attached to it". I walk into the business and say " Hi I'm Sean I do mobile windshield repair and I noticed a chip in that (insert vehicle make here) and I was wondering if the owner would like me to take care of that while I'm here?

The typical responses are as follows.

1. NO!
2. It's not my (insert vehicle here) let me get Sue, I think it's her (insert vehicle here).
3. Sure, what do you charge?

I prefer responses 2 or 3 for these reasons.

1. If they go get the person that belongs to the nasty chip this tells me that most of the folks in that business are more than likely nice folks and decently open minded. They were after all nice enough to go get Sue in the first place. This also gives me a chance to say hi to Sue and let her know what I do and how I do it.

2. If they say yes, how much? I always let them know how the insurance billing works first! I also always tell them that if they would like to go through insurance the repair will cost them nothing out of their own pocket. Notice I never said it was a free repair! The bumper of my Beetle says Free Windshield Repair with Insurance Ask Me How, if they see the bumper they always ask me how!

If the response is a no right off the bat, I say fine and then I ask them if I can explain how the insurance billing works if they ever want to have it done. (This is a straight Coitster rip off ). After explaining the insurance process I probably close at least 50 percent of the NO'S.

Hope this helps.

Sue was compensated with 2 tacos and a meximelt for letting me abuse her name in the making of this post.

The term (insert vehicle here) is in no way affiliated with any make, model or prototype and I in no way intended to offend any means of transportation that does not utilize a windshield in this post.

Thank you,

and have several nice days,

Sean

Oh yeah, Mafsu. If you read this call me! We need to figure out a good day for a ride along so you can train what's left of me brain.

Hey Sean, I'll give you a call tomorrow.

AutoEgo
Great post, Thats what I do and say, and it works. A good visual image really helps also. You know what I mean, uniform, name badge, literature, vehicle. It just gives the customer confidence in you and heightens their expectations.

Eric Howe
Optic-Kleer
UK

Just a tip for those interested in persuasion technology...

There a few subtle ways influence a persons mind. The most useful
of these is called NLP (neurolinguistic programming).

for example:
"I just wanted to pop in and find out if... (PAUSE) you wanna get
your windshield repaired today". A subtle pause allows a persons
mind to absorb the info after the pause. And rather than pitch the
tone UP at the end of the statement like a question... pitch it
DOWN. The subconsious mind accepts it as a command. No joke.

The use of pauses is a very powerful communication trick. So is
adjusting your tonality... anything u say that ends with your
tonality going UP sounds like a question... anything you end with
a DOWNward pitch is accepted as a command... but very subtly.

The use of commands in this way is called "imbedded commands"...
it is a very powerful way to get folks to think in a certain way. It's
hypnotic qualities allow those commands to go past a persons
conscious mind and into the subconscious... where u want it.

You can also use tricks to gain more rapport with people quickly....
Such as:
1) mirroring motions (making similar movements (they sratch their
ear u scratch your nose)

2) mirroring posture (they stand tall and straight u do to... they slouch... so do u)

3) mirroring vocal tempo (do NOT talk fast to someone who talks slow and vice versa)

and dont be afraid to mirror folks... DO NOT mimmick... do this subtly
in every intereaction with the people in your life and you will notice
a huge jump in rapport. The mirrored actions can even be used
up to about 20 after the person you are mirroring does them.

One thing that I have found very useful is this fact:
Whatever you can get a person to imagine, THAT person perceives
it as being THEIR own idea...

People will go with their OWN ideas before going with something that you have to agrue with reason, facts and data.

Don't be scared to let people know that they are NOT safe as long as their
WS in broken... have them imagine WHO would be hurt the most by
that windshield failing if they ever had a wreck. Sounds harsh I know...
but it works. Then say "when u think about it just like that... (pause)
doesn't it just make sense to... (pause) go ahead and get that WS repaired today... (pause) and keep your family safe" This causes them to go INSIDE and replay that tragedy in their mind... then it offers the command (go ahead and get that WS repaired today...AND... keep your family safe)

Will people be shocked by this stuff? you bet... and that is why my close
rate is nearly 75% or better. It is so different from the reason, facts and data that people are used to... when people hear the reason, facts and data its like a big wall goes up inside their mind. They are used to rejecting that type of stuff all the time.

Here is a link for those interested in learning about some basic NLP
http://www.saladltd.co.uk/archive.htm

Now I know some of you may not like these techniques. Thats ok.
Some of you may say "thats mind control"... yes it is. Everyday
we are influencing everyone we deal with. Why not make the most of
it? You can either use these techniques and learn more about effective
communication OR not. the choice is yours to make.

If you don't like this kinda stuff then dont use it... and don't flame
me for sharing this knowledge.

The most effective speakers and leaders in this world harness this
ability to capture and lead a persons imagination.

But remember... this stuff is NOT theory guys. NLP is a proven
technology for influencing people... in every situation. It is the same
technology used by Tony Robbins (only he uses it very weakly) and it
is also the basis of the guys doing "speed seduction". And yes that
seduction stuff DOES work... trust me lol

For more info... search the net for: NLP, Richard Bandler (father of NLP)
Good stuff if ya put it to use. The best parts of NLP are the techniques
used INSIDE your own mind for bettering yourself.

BTW... this stuff is the perfect compliment to those using Coisters approach...

As you find yourself in the field beginning to... use these tricks to gain increased rapport... don't be surprised to find your close rate increasing.
Now I am not suggesting that you... imagine yourself being able to influence anyone, anytime.... but when you think about it just like that... doesn't it just make sense to open your mind completely... now, to me... as I see it... an open mind is the most powerful tool you can use.

Can you find all the imbedded commands in that last paragraph?

DRFIXACHIP ....great post thanks for the information

All I can say is wow!! Since I am using Coitsters method, every time I talk to someone I feel that wall come up. I can't wait to try this!!

That was a great post dr fix chip, It sounds natural, cool, I am going to try it as soon as I can, even if I screw it up a little bit it proabaly will work.

Hey, techs,

As many already know, I am a firm proponent of the KISS principle.

There are many good suggestions insofar as sales techniques are concerned within the above posts.

May I suggest something?

No?

Well, I will anyway simply because I consider a "no" not always a "no" untill they "know" why they are saying "no".

Do NOT refer to a crack as a "ding" or a "chip" to a potential customer!

Ever.

Which would they be more inclined to pay attention to?

A "ding"?

A "chip"?

Or, "hey, your windshield is CRACKED and we better get it fixed before it costs you a bunch of bucks not to mention the dangers to you and your family!"

Huh? Cracked? Danger? What danger?

Well, now that you asked...

The key to sales is to guide the prospect into asking for information instead of overwhelming them with a pitch that they aren't processing in the first place.

In short, hitting the mule over the head with a two by four in order to gain his attention.