Why its important to implement
VDAs must think like salespeople to identify additional revenue opportunities. Early upselling prevents production delays from customer requests after work begins.
Upselling Opportunities
With this mindset they will constantly be on the lookout for opportunities even if small to add an upsell, whether this be additional body and paint work or even worn parts that can be replaced (e.g. gear knob, wheel caps and sun damaged headlights).
VDA Sales Mentality
Every vehicle that enters the estimating bays is an opportunity of revenue for the business, it is important that all VDA's have the mentality of seeing themselves as salespeople.
Production Planning Benefits
Doing the upselling now will also help production, as customers do ask for extra work to be done after work has started and in turn holds up production due to it not being planned at the beginning.
Business Impact
Missing upsell opportunities results in high volumes of lost revenue affecting net profit. Late customer requests disrupt workshop scheduling and productivity.
Profit
If opportunities to upsell labour are missed over time the business will miss out on high volumes of revenue this will affect the net profit.
Profit
If opportunities to upsell paint work are missed over time the business will miss out on high volumes of revenue this will affect the net profit.
Profit
If opportunities to upsell parts are missed over time the business will miss out on high volumes of revenue this will affect the net profit.
Productivity
If extra work is asked for by the customer after the vehicle has been started, and the workshop scheduling needs to be changed.
action steps
Train VDAs on sales techniques and upselling examples, implement upselling processes, monitor performance with regular reviews.
Upselling Performance Monitoring
Review estimates regularly and measure what upsell opportunities have been sold and % of jobs where this has been done.
Upselling Process Implementation
Implement process for all VDA's to look for upsell opportunities.
Sales Training for VDAs
Arrange training for the VDA's on sales and practical examples of upselling opportunities.
Related tasks
Milestone:
02: Streamlining VDA Processes