Don't Crack Under Pressure Flashcards
(37 cards)
Before making your sales pitch, what 2 things MUST you do?
(hint: in regards to assessing the damage)
1.) put the windshield wipers up! then look for additional damage along the windshield.
2.) check for interior damage!
This is more of a psychological thing to get the customer out of the car. Make sure to ask politely if you can check for interior damage.
A customer immediately asks you “how much?” what is your response?
“Well that depends on the size of the chip and how much damage, Let me take a quick look!”
What are the 4 questions you should ask the customer at the beginning while assessing the damage?
1.) have you ever been to Deco before?
2.) have you ever had a rock chip repaired?
3.) how long have you had this rock chip?
4.) are you a repair plan member?
A customer asks what the “black shiny stuff is” in their chip. What is your response?
“That black shiny stuff is trapped air between the laminate and the first layer of the windshield.”
A customer asks “what causes rock chips to crack out?” what is your response?
“ well the rock chip is constantly under pressure and with temperature change or anything that adds more pressure on the chip, will cause it to crack out”
Example.) having your car parked in the hot sun then taking it through a car wash which uses cold water.
Having your car parked in the sun then immediately blasting this AC.
A customer asks how you fix a rock chip and wants you to walk them through the steps of the repair before you begin. What is your response?
“What I do is remove that trapped air and fill it in with acrylic acid which chemically bonds the fractured glass together.
When im done with the repair, you”ll still be able to see a scar from where the chip occurred, but the main thing is the structural integrity of the windshield is fully restored.”
True or false? All customers get a lifetime warranty on any chip we fill?
True!
Make sure to mention this to the customer as it often makes them feel reassured.
What is the black part of the windshield called?
The frit!
When telling the customer about the waiver what must you mention if they are purchasing a premium repair plan?
THE AUTO RENEWAL
how to phrase this - “there is a portion of the waiver that mentions the auto renewal, you will get 3-4 emails by this time next year asking if you want to cancel your plan. So you do have a whole year to decide if you got your moneys worth! make sure to respond to the emails if you do want to cancel it.”
What are the 2 things you MUST always disclose to the customer?
The tiny scar left behind after the repair, and the auto-renewal.
When do you tell the customer about the auto renewal?
BEFORE taking payment!
What does acrylic acid do?
It chemically bonds the fractured glass together.
What are the advantages of being a premium repair plan member?
- Unlimited chip and crack repairs
- being able to stop at any of our 200+ locations across Canada
- Free protective glass treatment ($200 worth)
- have pits and knicks filled
What is a protective glass treatment? what does it do?
A protective glass treatment is a hydrophobic coating that repels rain, dirt, and bug guts and reduces pitting on the glass. It also reduces windshield glare during the day and night.
whats a bonus perk of having a glass treatment on your windshield in winter?
It helps reduce ice and snow from sticking to the windshield.
How long does a Deco windshield repair take?
10 - 15 minutes!
What are the 2 options in regards to price that you first tell the customer?
The standard chip repair and the premium repair plan!
How much is a basic chip repair?
$65.00
What is the biggest thing we emphasis to the customer about the repair plans?
THE VALUE!
VALUE! VALUE! VALUE!
How much is a complex chip repair?
BONUS - how much is it including tax?
$95.00 and $105.45 with tax!
What is included in the basic repair plan?
Unlimited chip and crack repair across Canada! They can stop at any of our 200+ locations!
What do you do after you have sold a primum repair plan and the transaction has gone through?
Give them a business card, shake their hand, smile, and say it was a pleasure doing business with them!
True or false - it is okay to spray a windshield to clean it off, if it has unrepaired chips and cracks.
FALSE
spraying a cooler liquid on a warm windshield will add pressure and could cause the damage to worsen!
Only spray after the repair is completed!
Where do repair plan members go if they get a chip in winter?
They can visit one of our permanent repair bays that are open year-round, or we can come to them for a mobile repair! But there is a $40.00 fee for this. ( this is to pay for the employees time and gas to get there.)
Most people just wait until our tents are set up or they visit our repair bay.
