"Do you need a few minutes to glance at your menu?"

"Do you need a few moments to glance at the menu?"

A phrase we hear often when we go out to dine at a restaurant. Perhaps we had already planned on an entree prior to arriving at the restaurant and our mind was changed upon hearing the daily specials or after glancing at the menu choices! Perhaps an appetizer sounds enticing, so we lessen our entree portion! Have you ever gone out to eat in a restaurant, where no menu was available? Maybe the menu is on the wall in the form of a menu board, or on the place mat, but there always is some sort of presentation which lists all available choices, correct?

Now, let's look at the service drive/ counter/ write-up area! Does you service department offer a menu with preventative maintenance packages highlighted? Do you also offer a la carte items for service clients to choose from? Are completed repair prices clearly marked? Are they distributed to the client at the greeting stage of the visit or do you wait until they ask for one? How do you handle menu-selling at your dealership? Please share some best practices in terms of menu selling which have worked effectively in your store. If you don't use a menu at your dealership, is there a reason why you think it is not necessary?

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Replies to This Discussion

Permalink Reply by Bobby Compton on January 27, 2011 at 6:58pm

Great analogy Nancy!

I'm a big fan of the Service and Parts menu being visible and legible, preferably behind the counter where the Service writer / Parts Mgr. and customer engage.

I've found that when a dealer lists the local competitors pricing and the additional values of service that compliment each service - free car wash and etc; this is a great way to build value and take the guessing out of the equation for the customer.

Truly a wonderful way to create up sells and ensuring that their visit is over the top in customer service and satisfaction!

Outstanding share from you as always...

Permalink Reply by NANCY SIMMONS on January 27, 2011 at 7:37pm

Thanks Bobby! I actually heard this analogy from Jim Bernardi of AutoPro on our radio blog this past week! He is brilliant and offered a lot of FREE advice, such as this! I have been in dealerships where the menus are sitting in boxes collecting dusts behind the counter...perhaps out of date, incorrect pricing, etc... Very important selling tool!!!

Bobby Compton said:

Great analogy Nancy!

I'm a big fan of the Service and Parts menu being visible and legible, preferably behind the counter where the Service writer / Parts Mgr. and customer engage.

I've found that when a dealer lists the local competitors pricing and the additional values of service that compliment each service - free car wash and etc; this is a great way to build value and take the guessing out of the equation for the customer.

Truly a wonderful way to create up sells and ensuring that their visit is over the top in customer service and satisfaction!

Outstanding share from you as always...

Permalink Reply by Craig Lockerd on January 27, 2011 at 7:50pm

Really,Jims's thing about going to a restaurant with no menu and the server saying,well what do you want to eat?....crazy.....got to have a menu in service.....
This falls right into the good old..."we should do this,we should do that" and pretty soon we find out we have should all over ourselves......This is a MUST!

Permalink Reply by Bobby Compton on January 27, 2011 at 8:13pm

A great share from Jim, and very classy to share such free and quality information as you both do.

NANCY SIMMONS said:

Thanks Bobby! I actually heard this analogy from Jim Bernardi of AutoPro on our radio blog this past week! He is brilliant and offered a lot of FREE advice, such as this! I have been in dealerships where the menus are sitting in boxes collecting dusts behind the counter...perhaps out of date, incorrect pricing, etc... Very important selling tool!!!

Bobby Compton said:
Great analogy Nancy!

I'm a big fan of the Service and Parts menu being visible and legible, preferably behind the counter where the Service writer / Parts Mgr. and customer engage.

I've found that when a dealer lists the local competitors pricing and the additional values of service that compliment each service - free car wash and etc; this is a great way to build value and take the guessing out of the equation for the customer.

Truly a wonderful way to create up sells and ensuring that their visit is over the top in customer service and satisfaction!

Outstanding share from you as always...

Permalink Reply by Bobby Compton on January 27, 2011 at 8:15pm

Agreed!

Craig Lockerd said:

Really,Jims's thing about going to a restaurant with no menu and the server saying,well what do you want to eat?....crazy.....got to have a menu in service.....
This falls right into the good old..."we should do this,we should do that" and pretty soon we find out we have should all over ourselves......This is a MUST!

Permalink Reply by NANCY SIMMONS on January 27, 2011 at 9:37pm

I know Craig...It is so sensible, and such a simple thing and many don't do it! You go in for a complete brake job, find out your really only need pads, but see that transmission flush you have been meaning to get on the menu...bingo!!!!

Craig Lockerd said:

Really,Jims's thing about going to a restaurant with no menu and the server saying,well what do you want to eat?....crazy.....got to have a menu in service.....
This falls right into the good old..."we should do this,we should do that" and pretty soon we find out we have should all over ourselves......This is a MUST!