Did you know the data portion of Digital Vehicle Inspections is the least important piece of the process? It's about communication with the customer and using DVI as a tool to drive revenue.
Craig O’Neill, VP of Training, Autotextme.com. Listen to Craig’s previous episodes HERE
Key Talking Points
DVI is a data collection tool- ‘digital’ is the mode, and the data is the least important piece; it’s about the customers that are driving the car that is the most important part. What is their use of the vehicle?
What is your communication training for advisors? Level 1 is basic customer information, Level 2 is transactional data about the vehicle, Level 3 is relationship building with listening and asking open-ended questions.
Failure- processes and procedures, top-down support, data
DVI as a part of your CRM (Client Relations Management)- CRM has three main components, orientation, information (subject to availability, quality, depth ... this is where DVI's are in this format, and configuration (structures incentives and controls)
Performing inspections is NOT what drives more revenue.
300% rule- 100% of vehicles get inspected, 100% of the findings get estimated, 100% of estimated items get presented to the customer