Questions from the drive
Short answers, and a link to the longer one. Every answer here comes from Mitch's own films and cues, not from the internet.
A multi-point inspection is the technician's read on the whole vehicle, not just the thing the customer came in for. Customers decline it when it arrives as a list they did not ask for. Frame the inspection before it happens, so the results land as counsel the customer requested rather than a bill they are being handed.
See the curriculumAttach rate moves when the same few conversations get better, not when you learn more products. Work one service area at a time, practice the words you will actually use, and run the walk-around before the customer is standing at a desk. Daily reps beat a two-day course that fades by the second week.
See the curriculumTreat it as a question you have not answered yet, not a no. Find out what they are weighing, because it is usually time, trust or money, and each one has a different answer. Then ask for the work again with the piece they were missing.
See the curriculumSay what the fluid does, what happens as it ages, and what you found on this car. Customers decline what they cannot picture, so give them the reason before the price. The ask lands when it follows a fact about their vehicle rather than a line from a menu.
See the curriculumPresent, price, pause, confirm. The pause is the step most advisors skip, and it is the one that gives the customer room to say yes. It is one of the nine core tracks in the EDIAGD certification.
See the curriculumEight to fifteen months for a diligent advisor, holding all nine core tracks. There is no way to shortcut it, buy it or sit a single exam for it, which is the point. The credential belongs to the advisor and goes with them when they move.
See the curriculumASE certifies the people who turn the wrenches. Nothing certified the people who write the repair orders until now, which is the gap EDIAGD fills. The advisor keeps the credential for the rest of their career, so the value does not stay with the store.
See the curriculumAbout five minutes a morning, on the phone already in their pocket. A mindset film, a pitch built from their own repair order numbers, and the next lesson in their current track. It runs before the first customer walks in.
See the curriculumA word track is the actual sentences you say, in order, for a conversation you have every day. Advisors need one because the pitch that works is not improvised, it is practiced. EDIAGD teaches them as numbered steps so they can be rehearsed rather than remembered.
See the curriculumOffer maintenance as a recommendation with a reason behind it. A laminated list read out loud gives the customer nothing to decide with, so they default to no. Menus is one of the nine core tracks.
See the curriculumMeeting the customer at the vehicle instead of across a desk. You look at the car before anyone speaks, and the repair order builds itself from what is in front of you. It is track one of the certification.
See the curriculumDo not argue the price, answer the comparison. They are weighing what they get, not what they pay, and most of the time nobody has told them the difference. Overcoming Objections covers this one alongside price, timing and the third party warranty call.
See the curriculumTraining is something a dealer buys. A credential is something an advisor earns and carries. The second one changes behavior, because it belongs to the person doing the work.
See the curriculumYes, and that is where the coaching comes from. Every number an advisor sees, including their attach rate and their gap against the store, comes from your own repair orders. The integration is the daily report you already run.
See the curriculumGive them something to be rather than something to sit through. A veteran advisor will not watch a course, but they will run three to five minutes before the drive opens if the number in front of them is their own. The credential is the part that holds their attention.
See the curriculumPick it back up where it was left, do not start over. The vehicle has more miles on it now and the reason you gave last time has not gone away. Say what has changed since, then ask again.
See the curriculumPut it where the work is and keep it short enough to survive a busy morning. Anything that needs a conference room competes with the drive and loses. Five minutes on their own phone, built from their own numbers, is the version that gets used.
See the curriculumIt is word choice that changes the answer, not tone of voice. What you say instead of you need, unfortunately, and it is going to be. The Power of Positive Language is one of the nine core tracks because the words are teachable.
See the curriculumA printed certificate with a number, Mitch's signature, and a public page any hiring manager can check. The credential computes the moment the last core track lands. It is the advisor's, not the store's.
See the curriculumWhere a group session pays off most this period, and who on the drive has room. The manager view shows each advisor's repair orders and labor sales next to the service areas the store is leaving on the table.
See the curriculum