June '16

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54 • RV PRO • JUNE 2016 rv-pro.com advisor follow the steps to the sale and present the benefits of the service contract? The following is an example of how this might work: The customer pulls into the service drive. Step One: Meet and greet the customer Service advisor: "Welcome to _____ RV Service Center! I am ___________________. Step Two: Needs assessment Service advisor: "What can we help you with?" Customer: "I am here to have the heater checked. It is not working properly. Can you do the repairs here?" Service advisor: "Yes, we can. May I see a copy of your ser- vice contract?" Customer: "I did not purchase one. It is under factory war- ranty, isn't it?" Step Three: Presentation/customer education Either the repair is covered or it is not covered. The service advisor will need to review the factory warranty coverage with the customer. This is a perfect opportunity for the service advisor to present the value of the service contract. Step Four: Financial presentation … The service advisor must disclose the estimated cost of the repair(s) to the customer. In addition, the service advisor should disclose the cost of the service contract and explain that, while the contract will not aid the customer with this particular bill, it will aid them in the future repairs. Also, the advisor will be addressing any customer concerns about the repair(s) and or service contract. Step Five: Close the sale How does the customer wish to pay for the repair and service contract? Do you have the Forest River credit card available? Does the customer have the immediate cash? Can the service contract be placed on a special payment plan? Currently, the service advisors might turn the guest over to the business manager to do the contract presentation and hopefully close the sale. Again, I am not seeing this activity happen too often. It would make all the sense in the world to be able to have the service advisor present the service contract, and print all the documentation and obtain the guest signatures. The service contract would then appear to be a line item on the repair order. The profit of the sale would then go to the service depart- ment. It would require a different policy, different terms if the unit was out of factory warranty, and perhaps an inspection would be in order prior to verifying the unit's qualification for coverage.

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