To elevate your Car Wash Business to the next level, you need to start paying close attention to the sales process in your facility. Nowadays, most operations in the car wash industry either ignore the Customer Service Representative’s function entirely or only address it superficially, focusing mostly on packages and numbers instead of focusing on the clients’ needs and asking the right questions to ensure they are going to fulfill their requirements. The following questions are going to help you identify WHY the client chose your car wash and your services, WHAT motivates them to obtain a specific wash package, and HOW you’re going to present your products and services in a win-win transaction.
- If time and money weren’t an issue, what car wash service would you like to have?
Instead of asking what package they usually get, this great question will allow you not only to get an idea of what the client could or could not afford but to also get information on the client’s desires for their vehicle’s appearance. Moreover, this question will help you get control over the sales process as you won’t be limited by the basic package a customer typically chooses from the very beginning and which they probably would want to stick to.
- Why that particular wash package?
Even when clients seem to be certain about what they need in order to clean their car, sometimes they may be mistaken. The most important task a Car Wash Customer Service Representative must focus on is assisting and giving advice to the customer to ensure the wash package they are looking for is what they actually need. Make sure to gather as much information as possible: vehicle size and type, how often they wash their car, the environmental conditions it’s exposed to, who the primary and secondary drivers are, the benefits they get or are hoping to get from a clean vehicle… Help your customers make sense of the investment they’re making by helping them make well-informed decisions on their wash selections.
- What would you like to accomplish by choosing this wash package?
There are only two reasons why people buy anything: they either love it or they are trying to solve a problem. With this second question, you will find out what their dominant buying motive is. As a result, you will now be able to know what the most relevant features from your services are and which you would need to focus on while presenting it to your customers.
- How did your previous car wash experience make you feel?
Usually, when a client wants to get a specific wash package, they have already paid for something similar in the past. By asking this question, and perhaps going a little further, you can get information about how the wash process was, how they felt about the service they received and if their concerns were handled correctly, the deal the client was able to get, and what benefits they got from that wash.
- What benefits are you hoping to get from this wash package?
Knowing your customer’s goals will help you find the wash package that will help your clients accomplish them. Maybe your clients want to maintain their vehicle’s resale value, maybe they just want to impress someone by having a spotless car or perhaps they have a problem with hard water spots that’s causing them frustration. In any case, you need to show interest and acknowledge the information not only to get your client the right wash package but to provide them with an experience that will differentiate yourself and your car wash from your competitors.
Our goal at Mattias Car Wash Systems is to help inspire and encourage every car wash facility to reach their full potential as a business. Get more information about our products and services when you contact us. Call us at +8618676736775 or email [email protected] with your questions. Then, create an account so that we can facilitate your equipment acquisitions faster.
