As a Service Advisor, the way you communicate with customers can determine whether you build trust or miss an opportunity. Assumptive language is a powerful tool that guides customers toward the best decision for their vehicle without pressure. Simple phrases like “My best advice,” “We need to,” and “Let’s go ahead and…” position you as an expert and improve customer satisfaction.
The first customer interaction sets the tone for the entire experience. Rather than asking, “Would you like us to check that?” say, “We’ll go ahead and perform a full inspection to ensure nothing is missed.” This instils confidence and reassures the customer that you have their best interests in mind.
By assuming action, you remove uncertainty and position yourself as a trusted advisor rather than a salesperson.
Instead of, “Would you like to replace the brake pads?” say, “My best advice is to replace them today to ensure your safety.” Using phrases like “We need to” or “Let’s go ahead” removes doubt and encourages the customer to move forward. This approach builds trust while reinforcing the importance of the service.
Use assumptive language to secure approval:
• “We’ll get started right away; it’ll take about two hours.”
• “Let’s move forward with this to prevent bigger issues later.”
If the customer hesitates, address their concerns with confidence and reassurance:
• “I understand your concern, but addressing this now can prevent costly repairs later.”
End each interaction by reinforcing trust and professionalism:
• “Your vehicle is all set and ready to go.”
• “Let’s set your next maintenance appointment to stay ahead.”
By using assumptive language, you create a seamless experience that builds trust, improves sales, and ensures customer satisfaction. Your words are powerful. Use them to guide, reassure, and close the sale with confidence.
John Fairchild is a seasoned Fixed Operations Coach with over two decades of experience in automotive service management. John@JohnFairchild.net
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