Franchised dealers should consider undertaking a ‘mini’ electronic vehicle health check (EVHC) in the presence of the customer in the car park to boost take-up of additional required work, according to training and automotive software company BTC managing director Guy Allman.
Using data collected from more than 1,000 dealers who utilises BTC’s EVHC system, Allman calculates £1.5 billion worth of revenue per year is overlooked due to the failure by dealership staff to sell service and parts identified by vehicle health checks.
Allman believes a more proactive or interactive service reception process could recoup some of this revenue.
He will share his views as well as latest BTC statistics when he speaks at AM’s Aftersales Conference at the Hilton Hotel, located in the complex of the newly opened national football training centre St George’s Park in Burton on Trent, East Midlands on April 24, 2013.
The data, analysed from July 2011 to July 2012, showed 46% of work which was either illegal or dangerous, coded as ‘red’ on the EVHC was not re-booked.
Allman believes a combination of a lack of sales skills in aftersales staff and the fact that customers are on the end of the phone and therefore find it easier to say ‘no’ explains why so much additional work is not being undertaken in the franchised network.
Tickets are available to dealers and manufacturers, with a limited number of supplier tickets on sale. To book, please contact Nicola Baxter on 01733 468289, email firstname.lastname@example.org or visit www.aftersalesconference.co.uk