Throughout my working years, I realized that being authentic is just as important as making sales and getting new clients walking in every day. So here's what I've discovered on this topic working as a service advisor for over 20 years:
Always work from the point of authenticity, explain the valid reason behind what you are trying to up-sell. It could be connected to safety or to help your clients to avoid possible disruptions in their daily transportation & life should they not buy the up-sell.
Staying organised as a service advisor doesn’t just include being on time with promised deliveries, it also includes the way you dress, the way your desk looks, the way you present them the paperwork and so much more.
Getting in the habit of keeping things in the same place to streamline processes and avoid wasting time looking for a hat tag or your stapler...
You have to let your clients know that you are the advisor, and you are really good at what you do, that you are there to advise them. Do it without making it sound like options
Be in control of the conversation without being controlling, know when to be assertive. Once you lose the control you end up being the one questioned and that is never the way to go...
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