9-7X L6-4.2L (2008)
Taking advantage of this new service strategy may greatly increase your dealership service sales and customer retention while decreasing the frequency
of visits and inconvenience to your customer.
Review your program to ensure that all vehicles coming in are evaluated for safety and wear items. Examine all vehicles for tire condition, signs of
misalignment, brake wear, exterior lamp functionality, exhaust condition, A/C cooling performance, SRS or Air Bag MIL, along with Service Engine
Soon or Check Engine indicators. If the Service Engine Soon or Check Engine MIL is illuminated, it is vital that you inform the customer of the concerns
with ignoring the indicator and what the required repair would cost. In addition to the possibility of increased emissions and driveability concerns, many
customers are unaware that lower gas mileage may also result, with additional cost to the customer.
Be complete in your service recommendations. Some sales opportunities are not being fully pursued nationally. Focus on overlooked but required
maintenance that has real benefits to the customer. Many vehicles are equipped with cabin air filters. If these filters are used beyond replacement time,
they may impede airflow decreasing A/C and heating performance. Make sure these filters are part of your recommended service. Note that some of our
vehicles may not have been factory equipped but will accept the filters as an accessory.
Express the value in maintaining the finish quality of the customers vehicle at the Maintenance I and II visits (in Canada, Semi-Annual and Annual
Service inspections). More fully utilize the vehicle prep personnel you already have in place. In todays world, many people simply ignore the finish of
their vehicle, at best infrequently using an automatic car wash for exterior cleaning. Offer vehicle detailing services in stages from just a wash and wax to
a complete interior cleaning. When paired with the Simplified Maintenance (in Canada, the Semi-Annual and Annual Service) visit, this will increase
customer satisfaction. On return, the customer gets a visibly improved vehicle that will be a source of pride of ownership along with a vehicle that is now
fully maintained. Also, reinforce the improved resale value of a completely maintained vehicle.
For customers who clean and maintain the appearance of their vehicles themselves encourage the use of GM Vehicle Care products. Many customers
may have never used GM Car Wash/Wax Concentrate, GM Cleaner Wax or a longtime product, GM Glass Cleaner, which is a favorite of many
customers who try it just once. If your dealership give samples of these products with new car purchases, customers may already be sold on the product
but not willing to make a special trip to the dealership. Capitalize on sales at this time. Stock shelves right at the Service counter with these products and
consider instituting compensation programs for Service Consultants who suggest these products. Many consumers faced with an intimidating wall full of
car care products sold at local auto parts stores may find it comforting to purchase a fully tested product sold by GM that they know will not harm the
finish of their vehicle.
We suggest the competitively priced basic vehicle care products shown above to emphasize.
Display signboards with the installed price for popular GM Accessories such as running boards and Tonneau Covers. Customers may not think to ask
about these desirable items at the time of a service visit.
Finally, take advantage of the GM Goodwrench initiatives (Tire Program, Goodwrench Credit Card, etc. / Dealer Marketing Association (DMA)
Promotions in Canada) to provide the customer with more reasons to identify your dealership as the best place to go for parts and service.
Remember to utilize ALL of the service aspects you possess in your dealership to satisfy and provide value to your customer. Many businesses exist
profitably as an oil change location, a vehicle repair facility, or a detailing shop alone. You already have the capabilities of all three and provide these
services with the inherent trust of your customer under the GM Mark of Excellence.
