Upselling in the service dept.

[robc]

This question was asked by another forum member:
What experiences or answers does anyone have concerning a Service Dept's tendency to shy away from/avoid upselling service customers during periods of peak business? Is that decision a sound one.

Your thoughts?

[MBailey]

See my post under this same topic in Parts Managers Forum. Thanks!

[Doug]

By "peak periods" are you refering to the busy summer months? If so, I can relate !

Our R.O. averages are awful in July and August. This year, so far, is no exception. The service desk is so hectic, so "buried" all day long and the walk-in traffic so heavy that the advisors feel it's an accomplishment just to get thru the day with less than 10 holdovers each. Umpteem tow-ins every day (we're just off a major interstate),hot weather,techs on vacation, etc etc make life difficult.

In the off-peak times of year the advisors have the time to spend upselling..."quality time" with customers.

I've added an assistant advisor and it has helped somewhat but not entirely solved the problem. I couldn't get antother person behind the service desk if i tried...these guys are already tripping all over each other (literally) and the chaotic atmosphere is not at all condusive to "selling".

I need to start make serious plans for next year.......