Ancillary Parts Sales Opportunities

GROW YOUR PARTS BUSINESS — TOOLS, INSIGHTS, AND SERVICES

“Building a sale process should include every customer touchpoint. Whether through the service drive or wholesale parts sales, you need a well-defined sales process for both.”
— Chuck Yaeger
Senior Manager
Lexus Fixed Operations

WHOLESALE PARTS SALES — MAXIMIZE YOUR SALES OPPORTUNITY WITH ANCILLARY PARTS

Your wholesale customers look to you to provide guidance and expertise. When a Collision Center orders parts from your dealership, be sure to carefully look at the entire order and ensure that they are also ordering ancillary parts they need to complete the repair properly. For example, when a customer orders a bumper, be sure to sell the fasteners. Similarly, when a mechanical repair shop orders parts, be sure to ask the buyer if they need related parts. Suppose your wholesale customer orders a water pump—ask if they need hoses and a thermostat to complete the repair. Buying brake pads? Ask if they need rotors or calipers. Some successful wholesale parts departments offer an incentive or discount to their IRF customers who order all the parts needed to do the job according to Lexus repair procedures.

HELP FROM TECHNOLOGY

There are several software tools available to help you know which related or ancillary parts are associated with a replacement part.

The most effective systems are those that include related parts recommendations as part of an Electronic Parts Catalog (EPC) parts search. Be sure that the system you are using includes the Lexus Genuine Parts EPC.

Some systems, like RepairLink^® for mechanical parts and CollisionLink^® for collision parts, include Lexus sponsored discounts that help you offer Lexus Genuine Parts at prices that are competitive with the aftermarket. And, you will receive reimbursement directly from Lexus on eligible parts.

SHARPEN THE SKILLS WITH SALES TRAINING

Your countermen are the face of your Lexus Wholesale Parts department. Be sure they have proper training in consultative selling to complement their Lexus repair expertise. The idea is to “sell”, not “quote”. Instead of stating price and availability, your Lexus parts professionals should serve as an advisor to the wholesale customer. Encourage them to share their expertise and partner with the shop to ensure that their customer’s Lexus is returned to its pre-accident condition.

STOCK THE RIGHT PARTS

You can’t sell if you don’t stock it! Monitor your Lexus Inventory Profile to track lost sales and adjust your inventory planning to carry parts that will move. Also, stock remanufactured and MVP parts—yes, it’s extra inventory, but these parts will help you hit the right price point for your wholesale customers.

PLANNING FOR SERVICE DRIVE SUCCESS

Let’s look at the service drive and the tools you have at hand to make every interaction count. Each quality guest relationship can be key to helping ensure long-term loyalty. Acting as a vehicle health consultant for your guest is a great way to build a robust dealer service business and help optimize service absorption.

Consistency and value matters to Lexus vehicle owners; therefore, the quality of the service process and the repair drives customer satisfaction. If not already in place, start by building a vehicle inspection process for your team. It can be the foundation for creating a consistent and quality service experience and ultimately increase service retention and loyalty.

Use a Multipoint Inspection Form (MPI) to provide a complete and accurate vehicle health check. When used properly, an MPI offers a tailored repair roadmap for the guest’s vehicle. Before conducting the inspection, it’s important to understand your guest’s needs and concerns. No one likes to be upsold, but they do appreciate making an informed decision which will ultimately save your guest time and money. When presenting the information from the inspection report, follow these steps:

Create a low-pressure environment where your guest can make informed decisions and plan repairs around their budget and needs
Build the right repair plan around the MPI results
Schedule their repair or maintenance to fit their lifestyle

For example, if an MPI shows that brake pads will need replacing soon, the Sales Consultant can recommend a replacement today or at the next service appointment. Additionally, fact is, approximately 20% of the vehicles that come into a repair shop are on the verge of needing a new battery. So, if the MPI result indicates a need for a new battery soon, don’t push the sale; determine with your guest when its best to replace their battery and schedule that appointment.

SHARE THE FULL REPORT

Always, offer to print or email the vehicle MPI to your guest. Your Sales Consultant can offer to help build a service plan to address repairs that need immediate replacement and schedule future repairs that aren’t required right away. This will display to your service guest that their vehicle’s health is your priority and help establish the Sales Consultant as a trusted vehicle consultant.

Ultimately, this approach makes the buying decision easier and translates into a positive service experience for your customer, and provides the quality and performance your Lexus guest has come to expect.

TECHNOLOGY CAN HELP TO STAY INTOUCH

Today’s technology tools enable your customer to stay informed, involved, and in control of their vehicle’s servicing. One technology tool recommended by Lexus includes X-Time which is an outstanding follow-up and scheduling tool to help you stay in contact with your customer. It also can help to improve productivity and profitability of your Fixed Operations. With full-service MPI, workshop automation, and customer follow-up planning, this software solution not only helps build your business but also enhances the guest experience.

CUSTOMER LOYALTY AND CONSULTATIVE SELLING

Consultative selling processes helps build trust and long-term customer relationships. So, complete a full and accurate MPI and spend the time to build a service plan that works for your customer to keep their Lexus running properly. And remember, by lending your knowledge and expertise during a vehicle health consultation, you are building confidence in you, your dealership, and their Lexus vehicle. And you will sell a lot of parts along the way.