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How Motorists Educate Themselves

We live in an increasingly digital world where people are spending more and more time on their cell phones. This training series is designed to help you effectively communicate with, engage and educate your customers so that they will approve more work.

Part 1 – Getting Started

Part 2 – Motorist Behavior and Technology

Part 3 – Customer Engagement

Part 4 – Best Practices at Approval

Part 5 – Next Steps

Part 1 – Getting Started

Today motorists are spending more time on their mobile devices and have a shorter attention span then ever before. Additionally, motorists are more likely to search for parts and educational information than they are for an auto repair shop. Knowing and understanding motorists behavior is important for how you interact with your customers. The following training series covers how to engage the customer at the approval step.

Before beginning the training series, makes sure you have your Today’s Vehicle Page up and that you are in workflow view.

 

Part 2 – Motorist Behavior and Technology

In part two learn about how your customer base is rapidly changing and what behavior and technology influences your motorists to approve work.

Part 3 – Customer Engagement

Part 3 covers how to encourage motorists to engage with inspection reports to increase approval. Learn how educational videos and inspection pictures and videos engage motorists and reinforce that your shop is the expert source of knowledge and information.

How to review previous inspections with a customer:

  1. Go to Today’s Vehicle Page
  2. Click on the magnifying glass
  3. Click on “Inspection Reports” tab
  4. Click on “View”
  5. This will open up the inspection to review with the customer either at the counter or over the phone

Part 4 – Best Practices at Approval

 

In part 4 we review the best practices during the approval touchpoint. Make sure to present all findings to the customer using pictures and videos, focus on educating the customer and use declined jobs for not approved work.

Part 5 – Next Steps

In the final segment, learn about upcoming training opportunities. If you have any remaining questions, go to the Digital Shop Talk Facebook Forum to get quick feedback from the AutoVitals team and collaborate with other shop owners using AutoVitals. Additionally, your Digital Shop Team meetings will provide a collaborative environment to learn more about SmartFlow. To learn more about Digital Shop Teams click here.

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