You are to assume the role of the sales manager for CITYWIDE AUTOBODY, a business that provides automotive services. The general manager wants you to create a marketing technique that will sell declined repairs.
CITYWIDE AUTOBODY has many loyal customers for oil changes, tire rotations and scheduled maintenance. At the time of these services, technicians inspect the vehicles to determine if other services are needed. These repair services are then proposed to the customer and the customer can accept or decline the recommended repair service.
For example, when a customer brings in a vehicle for an oil change, the technician may find that the vehicle’s brake pads are wearing thin and recommend replacement. Many customers decline the recommendations simply because they were not expecting the extra cost and the extra time needed to complete the repair, or they feel it is not severe enough to be needed immediately.
CITYWIDE AUTOBODY documents all declined recommended repairs in the customer’s records. The general manager wants you to develop an effective method to market the declined repairs to CITYWIDE AUTOBODY customers at a later time.
