45 Cents Per Hour
Loss Ratios, Actuaries, and Risk Aversion
Uninformed Risk Acceptance and Self-Insurance
Vacations
Verify-Empathize-Address
Rain Grooves, Tire Repairs, and Redirection
Depreciation
Option Column Objection to VSC Segue
Motivation, Suppression, and Maintaining Control
Do I Have To Buy any Of This?
Fielding Some Common Objections
Near-new Coverage, Consequential Damages, Back-end Guidelines, and Leadership
“No Thanks, I’ll Self-Insure”
The Business Card
Missed Tells, Staplers and Mobile Phones
Intangibles, Providing Perspective, and Outside Liens
“But we don’t drive that many miles!” & “Are you telling me this is a bad car?”
Watch for The Changes
Keeping Things Moving Via Transitional Segues
“We’re probably not going to be purchasing what we did, last time.”
Competition
Concessions
Segue Via Comparative Association
The Discount Endeavor (Concessions…Part Two) and A Recap of Our Process
High-Tech VSC’s
Persona Non-Grata
Store Average Credit, Checklists, and Working Conditions
Leadership Through Mentoring: Improving the Back-end Via the Front
Motivation, Suppression, and Maintaining Control
Internal Customers
The Message
Helping Service Writers
Sharing, Believing, and Cringing at the Bad Karma
Defending Yourself Versus Recognizing Opportunities for Improvement
How Do You Make Them Feel?
Intangibles, Providing Perspective, and Outside Liens
Customer Profiles
100%
Document Presentation and Menu Introductions
How Do You Make Them Feel?
Intangibles, Providing Perspective, and Outside Liens
Keeping Things Moving Via Transitional Segues
“We’re probably not going to be purchasing what we did, last time.”
(stressful) Times