5: Accessories

Some add-ons are more tangible than insurance policies and service plans, but still represent an upselling opportunity.

Firs Garage is a Mitsubishi and SsangYong specialist based in North Oxfordshire and caters for drivers with specialist ‘rural’ needs including towbars, truck canopies, dog cages and secure gun cabinets.

Andrew Davis, business and operations manager, said which accessories were desired was a lifestyle-based decision, but there were different varieties and grades for his staff to sell.

“Best practice is knowing what the customer wants to use the vehicle for, so it’s listening to them and qualification,” he said.

“The key is having plenty of accessories on the vehicles we have in stock, so we can show them and demonstrate. ‘Touch and feel’ is a big thing for us, and showing pictures of the work we’ve done for other people.”

Next:F&I