Collision professionals are in the sales business. Vehicle owners come to you in several ways, most often as the result of an insurer, OE, or personal referral. While they may be pre-disposed to give you the business, they still must be sold. The collision repair selling process is like any other product or service whether engaged in-person, insurer assignment, on the phone, or online. Your goal is to determine the customers’ needs and concerns, assure them that your objective is their complete satisfaction, inform them about the damage assessment and repair process, and set expectations. While the fact that their vehicle is damaged is self-evident, this is your opportunity to learn about their true needs and concerns. Before you concern yourself with the needs of the vehicle and insurer, it is essential that you empathically address the needs of the customer. In this edition of IMPACT Collision Solutions, we will describe why selling collision repair is necessary and valuable.
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