What makes the difference between a good MPVI and a great MPVI?
The difference is usually a sale. A great MPVI starts at the customer’s vehicle by greeting the customer, explaining the MPVI process, and asking for permission to continue the process. Yes, this does start after discussing the customer’s primary reason for coming in to the dealership. Explaining to the customer that your dealership provides this “complimentary” service is vital. You want to build value to their service visit and you want the customer to get that “warm and fuzzy feeling” that you care about them.
After you have explained the process and asked permission to continue, what is your next step? First, do a complete walk-around of the vehicle using the MPVI form. Keep the customer involved in what you are doing. Talk to the customer; let them know what you are doing, why you are doing it, and what you see.
Start inside the vehicle. Check the mileage on the car if you have not already done so. Check the oil life monitor system if the vehicle is equipped with one. Look at the inside lights. Are they all working? Turn on the four-way flashers and headlights. If the customer is really into what you are doing, don’t be afraid to ask them to check the lights for you. Some customers like to get involved. Once you have completed your inspection of the inside, begin your inspection of the outside of the vehicle. I suggest starting at the driver’s door and working counterclockwise around the vehicle. It’s important to look for and note the following; existing damage (if you have a collision shop, ask if they would like a free estimate), left rear tire measurements, tail lamps, back up lamps, and right rear tire measurements. As you move forward, don’t forget to inspect the wiper blades. Ask the customer how well they cleaned the windshield during the last storm. It’s an easy question to ask and if they say “not good,” it’s an easy sell.
While checking the tires, make sure to point out any noticeable wear. You should already be able to explain what the wear indicates; under inflation, over inflation, miss alignment, or just worn out. Remember, studies show 15% of vehicles coming in for service need at least one tire, and 85% of those customers needing tires will buy from the first person who shows them they need tires.
Last, but not least, open the hood and test the battery. The last thing you need is for your customer to have a dead battery a week after being in your service department.
The next step is to attach the MPVI to the RO so the technician can do his/her part in completing a great MPVI. Continued in Part #2.