Upselling techniques?

Dan Tran

Dan Tran

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Hello folks of AGO!

Curious here of what mobile detailers and detailers alike do to up sell their service.

Example: Has anyone ever only booked for an interior detail, finished and buffed out say the back bumper/quarter panel to entice/show the car owner the potential beauty of their car? Something along the lines of "An educated customer is a buying customer"

I don't know if this is wise, but I'll respect any efforts and ideas.


:xyxthumbs:
 
Re: Up selling tricks

AGOatemywallet said:
I object to the word "tricks"
Click to expand...

Either way, how do people in the business go about with the idea of up sell. Or is it rather about how a customer just knows what they want at the time and that's it.?
 
Re: Up selling tricks

Don't buff out the car without asking them if that's what you were implying with your original post. You can educate the customer without performing the service - you have to make them see the value in whatever it is you're offering above and beyond what they've already purchased.

If someone comes in for a basic wash and wax, you might educate them on the benefits of using a more durable sealant if that's something you charge more for. You need to align what you're selling to the type of customer you have as well. I always ask people if there's anything that they are specifically bothered by on their car whenever I have my initial contact. They always mention one or two things that finally pushed them over the wall in wanting a detail and I can take the opportunity to see what kind of things stick out to them the most.
 
Re: Up selling tricks

Heisenberg said:
Don't buff out the car without asking them if that's what you were implying with your original post. You can educate the customer without performing the service - you have to make them see the value in whatever it is you're offering above and beyond what they've already purchased.
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THANK YOU SO MUCH FOR YOUR RESPONSE!

Sorry my choice of words are the not best. Anyhow, besides fishing for ideas of up selling, I just want to see if anyone was bold enough to take those steps.
 
Re: Up selling tricks

The best way to upsell is to do a great job at the task contracted for.
Let your work speak for you.
A lot of times the customer will see your work, and simply want more.
 
Re: Up selling tricks

Dan Tran said:
Curious here of what detailers
do to up sell their service.

Example:
Has anyone ever only booked for an interior detail,
finished and buffed out say the back bumper/
quarter panel to entice/show the car owner the
potential beauty of their car?

Something along the lines of
"An educated customer is a buying customer".
Click to expand...
Don't know if you would get paid, or not, for
an initial effort (may provide "word-of-mouth"
for future paying detailing jobs)...but below
is a link {Good read, IMO.} to what I believe
you are alluding to:


http://www.autogeekonline.net/forum/how-make-money-detailing-cars/22341-reverse-test-spot.html


Bob
 
Re: Up selling tricks

I agree with everyone here.

"Tricks" is a bad word. No one likes a pushy salesman or feeling pressured.

Simply doing an excellent job at what is requested and pointing out areas that could be improved through education are the ways to get clients to work with you. Obviously if the customer isn't interested, you move on with their request. Only when the customer wants something that you don't think is the right thing to do or may result in damage, you have to redirect them.

(Sent from my mobile device.)
 
Re: Up selling tricks

kevincwelch said:
I agree with everyone here.

"Tricks" is a bad word. No one likes a pushy salesman or feeling pressured.

Simply doing an excellent job at what is requested and pointing out areas that could be improved through education are the ways to get clients to work with you. Obviously if the customer isn't interested, you move on with their request. Only when the customer wants something that you don't think is the right thing to do or may result in damage, you have to redirect them.

(Sent from my mobile device.)
Click to expand...

Thanks you for more clarification. I figured much, but figured I'd ask.
 
Re: Up selling tricks

When someone comes in for a quote or asks about detailing in general, I'll be sure to drop some helpful info. I keep it casual. I'll discuss what I can do and perhaps point out their hazy headlights or a few blemishes. All of them are multiple vehicle owners, so something I say may spark interest for another vehicle or for someone they know.
 
Re: Up selling tricks

I am not in busines but notice naturally that people are more inclined to buy things when they feel welcomed or have someone take care of their issues. Ie lets say their paint is bad and they come in for a wash and wax. Maybe they dont understand the process as well as others and if you were to explain it to them, they might start tacking on add ons to what they purchase so they would get a separate clay treatment and a more durable sealant. They have a peace of mind feeling that something is going to be better for their issues in the long run
 
Re: Up selling tricks

If customer stops by for a detail, ill ask them what bothers them or what their main conerns are. I do what they ask and if they are a bit unsure because they are not familiar with all the services ill explain what I can offer. But I dont push services on customers because ive learned people dont like things pushed upon them. One big advantage I have in getting customers to do full paint corrections or coatings is for them to see if for themselves. I work in a busy shop, people stop by all day to get washes. Ill be in the back correcting a car with my lights all set up and the machines going. They have the walk past me to the waiting room. Most people stop and watch, ask what I'm doing. Ill chat for a minute or two and explain. Theyll ask "does my car need that too", well take a look and then the jobs booked. Ive been doing corrections everyday for months on end and booked out for a while.
 
Re: Up selling tricks

I carry a styrofoam cut-out of a .357 Magnum and carry it in the waistline. When I offer an additional service, at the same time, I'll motion to my waistline. Usually, I get the sale.
 
Re: Up selling tricks

expdetailing said:
I carry a styrofoam cut-out of a .357 Magnum and carry it in the waistline. When I offer an additional service, at the same time, I'll motion to my waistline. Usually, I get the sale.
Click to expand...
Carrying a mock-up of a .357...
in Cuyahoga County...in Ohio?
Territory of the Cleveland Crime Family?

Yeah...that'll probably work!


Bob
 
Re: Up selling tricks

Hey, guy's gotta do what a guy's gotta do, know what I mean? Another trick is to line all the streets that lead to my shop with nails. That way, when they get to my shop, they also see I'm sellin' tires...he he...
 
Re: Up selling tricks

expdetailing said:
I carry a styrofoam cut-out of a .357 Magnum and carry it in the waistline. When I offer an additional service, at the same time, I'll motion to my waistline. Usually, I get the sale.
Click to expand...

In Florida we carry the real thing LOL.
 
Re: Up selling tricks

I always ask for the upsell. Why would you not? You miss 100% of the shots you don't take. I've never buffed out a bumper to get an upsell, but I will clay a section of their hood and share with them the importance of claying their car after winter, after spring, after summer, after fall. Whatever time it is during the year, I will share with them the importance of claying their car to preserve and maintain their paint. If they know what claying is, I go straight to the price and I give them a "today" deal. This usually means I throw in the wash for free and just charge for the clay+wax. If they don't know what claying is. I make it a HUGE deal. "OMG you HAVE to see and feel this!" So I wipe down a section of their hood, which is usually the grittiest. And I ask them to feel it after a wash. Then I'll clay that section right in front of them and have them FEEL the difference.

I think it boils down to 1 thing, you have to get your customers physically engaged and show a sample of what it looks and feels like. If they can see a difference, they will buy. If they can feel a difference, they will buy. If they care about their car and you give them a good/fair deal, they will buy. And while I am writing this response, I just had an idea. What if you could bring a small panel with you with a 50/50 of a polished vs swirled side. Or maybe even a professionally printed photo of a 50/50. Then bring them to an angle to show them their swirls and how you could remove that. Finally, give them your "today" deal. I just might go make a professional album of before an afters. You could literally do this for anything. See some carpet stains? Ask them if they've ever considered getting those removed. See foggy headlights, you get the point. Just ask for it. Hope this helps! This helped me unexpectedly!
 
Re: Up selling tricks

Willy Wang said:
I always ask for the upsell. Why would you not? You miss 100% of the shots you don't take. I've never buffed out a bumper to get an upsell, but I will clay a section of their hood and share with them the importance of claying their car after winter, after spring, after summer, after fall. Whatever time it is during the year, I will share with them the importance of claying their car to preserve and maintain their paint. If they know what claying is, I go straight to the price and I give them a "today" deal. This usually means I throw in the wash for free and just charge for the clay+wax. If they don't know what claying is. I make it a HUGE deal. "OMG you HAVE to see and feel this!" So I wipe down a section of their hood, which is usually the grittiest. And I ask them to feel it after a wash. Then I'll clay that section right in front of them and have them FEEL the difference.

I think it boils down to 1 thing, you have to get your customers physically engaged and show a sample of what it looks and feels like. If they can see a difference, they will buy. If they can feel a difference, they will buy. If they care about their car and you give them a good/fair deal, they will buy. And while I am writing this response, I just had an idea. What if you could bring a small panel with you with a 50/50 of a polished vs swirled side. Or maybe even a professionally printed photo of a 50/50. Then bring them to an angle to show them their swirls and how you could remove that. Finally, give them your "today" deal. I just might go make a professional album of before an afters. You could literally do this for anything. See some carpet stains? Ask them if they've ever considered getting those removed. See foggy headlights, you get the point. Just ask for it. Hope this helps! This helped me unexpectedly!
Click to expand...

Nicely said. :xyxthumbs:
 
Re: Up selling tricks

Willy Wang said:
I always ask for the upsell. Why would you not? You miss 100% of the shots you don't take. I've never buffed out a bumper to get an upsell, but I will clay a section of their hood and share with them the importance of claying their car after winter, after spring, after summer, after fall. Whatever time it is during the year, I will share with them the importance of claying their car to preserve and maintain their paint. If they know what claying is, I go straight to the price and I give them a "today" deal. This usually means I throw in the wash for free and just charge for the clay+wax. If they don't know what claying is. I make it a HUGE deal. "OMG you HAVE to see and feel this!" So I wipe down a section of their hood, which is usually the grittiest. And I ask them to feel it after a wash. Then I'll clay that section right in front of them and have them FEEL the difference.

I think it boils down to 1 thing, you have to get your customers physically engaged and show a sample of what it looks and feels like. If they can see a difference, they will buy. If they can feel a difference, they will buy. If they care about their car and you give them a good/fair deal, they will buy. And while I am writing this response, I just had an idea. What if you could bring a small panel with you with a 50/50 of a polished vs swirled side. Or maybe even a professionally printed photo of a 50/50. Then bring them to an angle to show them their swirls and how you could remove that. Finally, give them your "today" deal. I just might go make a professional album of before an afters. You could literally do this for anything. See some carpet stains? Ask them if they've ever considered getting those removed. See foggy headlights, you get the point. Just ask for it. Hope this helps! This helped me unexpectedly!
Click to expand...

I agree completely and to piggyback on your 50/50 shot i plan in doing my whole car as a 50/50 example. One side just wash and wax the other fully corrected , polished and waxed.
 
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