Reconditioning, often overlooked and considered mundane, is a crucial aspect of running a store. It goes beyond preparing vehicles for retail and should be integrated into the overall sales philosophy, training systems, selling process, and customer service.
Your reconditioning philosophy shapes the store’s culture and has a lasting impact on employees, customers, and the store’s reputation. To ensure consistency and quality, establish standards for replacement, repair, or deciding when to let things slide.
These standards should be widely known and used to train technicians, salespeople, and to communicate with customers. Examples of items with decisioning standards include oil and filter changes, tire tread depth, brake pad/shoe thickness, rotor maintenance, windshield pecks/stars, and light cover replacements.
Setting standards for aftermarket parts, remanufactured parts, and used parts is also essential. This expedites decision-making, saves time, and prevents unnecessary expenses on vehicle reconditioning.
Various software options can assist in distributing workload, matching jobs with qualified technicians, providing video training, and streamlining workflows. Additionally, online tools help find the best prices and availability of required parts.
If you require assistance, reach out to us. Regardless, formalize your unique reconditioning program in writing and execute it consistently.
If you prefer to handle it internally, start by integrating the reconditioning process and quality guarantees into your sales philosophy, training, and process. They should also serve as the foundation for owner retention and customer handling. This comprehensive approach shapes the culture of your store, leaving a lasting impact on customers, employees, and your store’s reputation within the community and online.
To reinforce the reconditioning story, consider creating Point of Purchase leaflets, brochures, or posters that remind salespeople to share information about the reconditioning process. These materials can also act as prompts for salespeople to engage with customers who are leaving without making a purchase.
By using the posters or wall hangings, salespeople can direct customers’ attention to the reconditioning process displayed, emphasizing the importance placed on it. This creates an opportunity for sales managers to step in with a soft turnover (T.O.) and continue the discussion.
This mechanism not only facilitates T.O.s but also allows sales managers to confirm whether the salesperson covered the reconditioning process and inspection as required. It ensures consistency and provides a chance to address any shortcomings privately.
A written inspection process that is monitored for use and accuracy is critical for reconditioning because it serves multiple purposes. It can be used as a sales or sales training tool, to identify management skimping on repairs, to detect shortcuts taken by technicians during inspections, to identify training needs, to enhance credibility with lenders, and to facilitate Extended Service Agreement claims and sales.
Remember, reconditioning is not just about efficient and cost-effective practices; it is about building value and instilling confidence in your inventory.